Quilter app support

No, your login is exactly the same for both the app and the online Customer Centre. Simply select ‘Log in’ and enter your existing username and password.

If you have forgotten your username or password, you can click “Forgotten Username?” or “Forgotten Password?” on the login page.

If you have received your letter containing your two Unlock Codes, you will be able to download the Quilter app, click ‘register’, and select ‘I have a letter with two Unlock Codes’. From there, simply enter your codes in your letter, into the app when prompted.

If you still need help, please feel free to call us on 0808 171 2626.

If you have already registered for the online Customer Centre, then you can log into the app with the same username and password.

Alternatively, you can register on the App in 3 simple steps.

Your username will be what you use every time you log on, so make it memorable, as you will not be able to change it at later. Your username must contain:

• At least eight characters
• Only use a-z, A-Z and 0-9 and the characters @.-!
• No spaces

You will need your password to log in to the app. If you forget it, you can reset it later. Your password must contain:

• One lower case letter
• One upper case letter
• One number
• At least 8 characters
• Only use A-Z, a-z, 0-9 and characters @.-!
• No spaces

Yes, we’ll send a code to your email address to verify your app registration. We’ll also use this email address to notify you when you have a new document to view.

If you have not received your email containing the code, click ‘resend code’ for another one. If the email does not come through after another try, please contact us on 0808 171 2626.

We’ll send a code to the mobile number provided to verify your app registration.

We have sent a code to the mobile number provided to verify your app registration. You can select ‘resend code’, if it has not come through.
If a code still does not come through after another try, please contact us on 0808 171 2626.

To register on our app, you need one of the following forms of identification. If you do not have any of these, you may be able to register via the online customer centre website where you can use a wider choice of documents. If you are still unsure, please contact us on 0808 171 2626.

For us to match your account, you must provide the postcode for the residential address associated with your Quilter policy. This may differ from the address used for correspondence (which we cannot match your account against). If you require additional support to register for the app, please contact us on 0808 171 2626.

It's going to take us a little longer to complete your registration. This is because we have either been unable to match your details to our records, for example your account number or national insurance number, or we need to do a final few checks to verify your identity.  

We'll be in touch with you shortly. Don’t worry, we’re working on it and you don't need to call us.

The Quilter app uses the same username and password as the online Customer Centre.

If you have forgotten your username or password, you can click “Forgotten Username?” or “Forgotten Password?” on the login page.

Yes. You can install the app on as many phones as you want

Yes, your login and data are exactly the same for both the app and the online Customer Centre. When you change details on one (including your password) it will be reflected on the other platform.

Yes, you will still be able to use the online Customer Centre after you have installed the app, although we don't advise you to use them at the exact same time.

We can send you an email containing your username. To do this, select “forgotten username” on the login section of the app, enter your email address and an email will be sent detailing your username. Please note you cannot change your username.

To reset your password, select the “forgotten password” link on the login section of the app, where you will be guided through the process. For security, verification codes will be sent to your email address and registered telephone number held on your account.

On an iPhone, you can turn TouchID on or off by selecting “Menu”, then “App Settings”, then select or deselect TouchID.

Once you have finished, tap “Apply Settings”.

On an iPhone, you can turn FaceID on or off by selecting “Menu”, then “App Settings”, then select or deselect TouchID.

Once you have finished, tap “Apply Settings”.

On an Android device, you can turn Fingerprint Authentication on or off by selecting “Menu”, then “App Settings”, then select or deselect Fingerprint Authentication.

Once you have finished, tap “Apply Settings”.

On an Android device, you can turn Face Authentication on or off by selecting “Menu”, then “App Settings”, then select or deselect Face Authentication.

Once you have finished, tap “Apply Settings”.

There are two common reasons:

• you have only recently completed an application to open your first account, please check back later, or contact your financial adviser for more information
• you have recently closed your last account with us, please speak to your financial adviser about investing with Quilter

Alternatively, if you know you have active accounts with us, please call us on 0808 171 2626.

You can find the total value of all your accounts, and the value of each individual account, on the “My accounts” tab.

You can include or exclude accounts from the total value of your accounts by selecting the “Menu” tab, then “App Settings”, then select or deselect accounts under “Portfolio Settings”.

Once you have finished, click “Apply Settings”.

You can find documents under the “Documents” tab.

You can view transactions by selecting the “Menu” tab, then “Transactions”.

You can pay money in by selecting the “Menu” tab, then “Make single payment”.

We always recommend you seek financial advice before making changes to your investments.

You can set up and amend regular payments in by selecting the “Menu” tab, then “View, edit and set-up regular payments”.

We always recommend you seek financial advice before making changes to your investments.

You can change the assets you are invested in by selecting the “Menu” tab, then “Change your assets”.

We always recommend you seek financial advice before making changes to your investments.

You can take money out by selecting the “Menu” tab, then “Make a single withdrawal”.

We always recommend you seek financial advice before making changes to your investments.

You can set up and amend regular withdrawals by selecting the “Menu” tab, then “View, edit and set-up regular withdrawals”.

We always recommend you seek financial advice before making changes to your investments.

You are unable to change your username.

To change your password, please log into the app and select “Security and Profile”, then “Your details and security”, then “Password and username”, then select “update” under the title “password”. The onscreen instructions will guide you through the process.

To change your telephone number, please log into the online Customer Centre and select “My details”, then “Security details”.

To change your email address, please log into the online Customer Centre and select “My details”, then “Security details”.

To change your address, please log into the online Customer Centre and select “My details”.

To change your name, please complete the Change of personal details form.

We would love to hear any feedback that you have regarding the app. You can do this in the app by selecting ‘Menu’ then ‘App feedback’, or alternatively, by completing this feedback form.

iPhone

You can find your model by using these instructions.

Samsung, Google, Nokia, Huawei and others

The Model name can usually be found by:

• Opening the Settings app
• Tapping About phone. This may be displayed as About device on older devices.

iPhone

iPhones use an operating system called iOS.

You can find the version of iOS you are running by using these instructions.

Samsung, Google, Nokia, Huawei and others

These devices all use an operating system called Android.

The version of Android running on your device can usually be found by:

• Opening the Settings app
• Tapping About phone. This may be displayed as About device on older devices
• Tapping Software information
• The version will be displayed in a section called Android version (and is typically 9, 10, 11 or 12).

The app security has been rigorously tested in the same way we test all of our systems, as well as externally validated. You will only be able to access the app if you have a device lock on your phone, and you will be able to set up face/finger ID to help keep your data safe. To further protect your data, the app will also automatically log you out after a period of inactivity.

For more information about keeping yourself safe online, visit our dedicated Keeping you safe online page.