Support for My Quilter Cheviot portal

You can update your phone number and email address within the portal or app. If your email is your username and you amend you email address, please note that this will not update your username.

Navigate to your personal details from the menu within the My Profile section. From here, you can edit your details.

For any other personal details updates please speak to your investment management team.

You can update your contact preferences within the portal or app. From the menu, select ‘Contact Preferences’. In the ‘Paperless preferences’ section, chose ‘Online/Paperless’.

By selecting paperless you can significantly reduce your carbon footprint. Your documents can be found in the ‘Documents’ section of the portal and app and we will notify you by email when you have something new to read. If you do not select paperless, you will still receive these alerts as well as paper copies.

When you are in the portal, you can find your documents by navigating to the menu and selecting ‘Documents’. When you are in the app, there's a handy tab at the bottom dedicated to Documents.

If you are not receiving document notifications, the first thing to check is that the e-mail address linked to your account is correct. Review this from the menu by selecting personal details from the ‘My Profile’ section.

Please note we only send notifications once a day, so if the document date is today or yesterday, the notification may still be on it's way to you.

Contract notes are not currently available via the portal/app, but we are planning to add them soon.

If you require contract notes to be sent to you and are not already receiving them from us, please contact your investment management team who can arrange for this.

Your documents need to be opened with an application that can view PDFs.

A first step to checking you have a default PDF app on your device is to try and open any other PDF file you may have saved and check that is opening successfully. If the issue is isolated to the Quilter Cheviot app and/or the My Quilter Cheviot portal, please contact your investment management team.

Your transactions are accessible in two ways. From the menu, select ‘Transactions’ and chose the account you want to see transactions for. Alternatively, when viewing a portfolio, underneath the valuation/performance charts, you can select the Account you want to see transactions for and then navigate to the ‘Transactions’ tab.

If any of your portfolio start dates are after the start of the date range you have selected, the monthly data point shown on the chart will be the day of the month your portfolio began.

At present, there is no ability to view more than 5 years of data in the portal/app. If you require more, please contact your investment management team who will be able to assist you.

When viewing your transactions or investment data, there is a download button above the data table on screen for you to select to download in csv format.

Closing the app and restarting it should resolve this issue, but if it doesn't please try to uninstall and reinstall the app and check for any updates. Please contact your investment management team if this issue persists.

Check you have a default browser set up on your computer or mobile.

Alternatively, the issue may be caused by settings you've selected previously for our public website. News and events are personalised to you within the portal and app to your region and role. If you have ever visited our public website before, you may have selected a different region or role which is preventing you from viewing it.

Review your region on role by visiting www.quiltercheviot.com and looking in the header of the webpage for the selections made by you (and saved by us).

Try to refresh the page and if that doesn't fix it, you may need to close and reopen your browser. If this doesn't resolve your issue, please clear your cache and retry, you can do this by deleting recent browsing data. Finally, if you have an alternative web browser, please try using that. If you cannot resolve the issue, please let your investment management team know.

The My Quilter Cheviot portal has been upgraded but your log in details remain the same if you were an existing user of the My Quilter Cheviot portal.

If you were a user of the old Quilter Cheviot investment platform, this remains accessible. Please note your log in details for this platform will be different to those for My Quilter Cheviot. We will be removing this from operation soon.

The old Quilter Cheviot mobile app has been removed from operation. Whilst it may still be installed on your phone, it will no longer work.

Please contact your investment management team to help.

If you are logged in to the portal or app, your Investment Manager's details are shown on the homepage. If you haven't got access to the portal or app, you can find our contact details here. If you are unsure who your Investment Manager is, please contact us.