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Investor Online questions

The login page says I'm locked out - now what?
Why has my Account Summary not been immediately updated?
Why isn't the application I sent last week showing on the unit holdings page?

Using your email address as your Investor Online username
What happens if I forget my username?
What happens if I forget my password?
How can Advance use my email address?
 

 

Technical questions

What security is in place to protect my investment information?
Why does my log-in time out?
What are the browser settings for Investor Online?
What is an SSL Error?
What are cookies and why do I need them?
What is caching?
How do I clear my cache?
Why can't I send confidential information to Advance via email?
What is Adobe Acrobat and how do I download it?
Why do I have to log out of Investor Online?
 

  Ask a question

We've tried to think of any problems you might have when using our online services, but if we have forgotten something or you’ve got a specific query not answered in our frequently asked questions, please email us at investorservices@advance.com.au with your question. You can always use advance.com.au to contact Advance.

  The login page says I'm locked out - now what?

For security reasons, this website will lock your account from access if there have been three unsuccessful login attempts.

Please contact 1800 819 935 so we can unlock your account for you.

  Why has my Account Summary not been immediately updated?

When you conduct a transaction on our website, it will not appear in your Account Summary until it has been fully processed. However, in the interim you can view the transaction in the Latest Online Transaction report.

  Why isn't the application I sent last week showing on the Unit Holdings page?

Once we receive an application it may take up to 7-10 working days to process and for it to appear online. Generally, if we receive your correctly completed application and monies before 4pm (Sydney time) on a business day, it will be processed with the unit price calculated for that day. Where we receive the correctly completed documentation and monies (where applicable) after 4pm (Sydney time) on a business day, it will be processed using the unit price determined for the following business day.

If you’ve received confirmation of your investment but it hasn’t appeared on the Unit Holdings page, please check the Investor Number on your confirmation is the same Investor Number you’re using online. If you have any concerns please email investorservices@advance.com.au or call our Contact Centre on 1800 819 935.

 Using your email address as your Investor Online username

If you have opted to use your email address as your username and then decide to change your email address via a paper submission or via the call centre, you will have to manually update your username in Investor Online. Email address change requests are usually processed within 24 hours however it may take up to 7 days before your new email address appears in your contact details on Investor Online. Once this process is complete you can set your new email address as your username using the 'Change username' page.

 What happens if I forget my username?

If you forget your username, just enter your investor or member number to log in. After you log in you can go to 'change username' under 'account administration' to see your current username or change it to something that's easier to remember.

 What happens if I forget my password?

If you forget your password, we can send a new one to the email address we have on file for you. This means that you’ll need to keep us updated with your current email address, and that you should keep the password that you use to access your email account in a safe place.

For security reasons we won't send a new password to the email address that you enter on screen, unless it matches the one that we have on file. Call 1800 819 935, Monday to Friday 8.00am to 7.00pm (AEST) to get a new password over the phone

 How can Advance use my email address?

In the future, we may keep you updated by emailing you market commentary from our investment experts, including access to webcasts and articles. We won't spam you or give your email address to third parties. You can unsubscribe from any commercial electronic messages by clicking the unsubscribe link included in the email. This will also unsubscribe you from future commercial electronic messages from us. Advance will not provide your email address to any other party or send personal account information to you using email.

  What security is in place to protect my investment information?

Advance is serious about the level of security used to protect the information which passes between your computer and our secure web servers, so we use a number of security features.

1. To protect your investment information from unauthorised people, Advance has registered a security certificate with the Verisign Trust Network, which provides you with a secure 128-bit SSL (Secure Socket Layer) encrypted connection via Server Gated Cryptography (SGC).
2. We issue you with an 8 character password (rather than your 4 digit PIN).
3. If there are three unsuccessful attempts to log into your Account Summary, we will lock your account. To unlock your account you’ll need to contact the 1800 819 935 who will verify your identity before unlocking the account.
4. Withdrawals are only permitted into the bank account you have nominated. New bank accounts can only be nominated in writing, signed by you.
5. If you are logged in to Investor Online but your session is inactive (for instance if you are called away from your PC or leave your session open accidentally), your session will automatically close after 10 minutes of inactivity.
6. You will never be asked to enter credit card details online.

  Why does my log-in time out?

If you are logged in to Investor Online but your session is inactive (for instance if you are called away from your PC or leave your session open accidentally), your session will automatically close after 10 minutes of inactivity.

You may visit other websites for up to 10 minutes and return to your Investor Online session without having to log in again.

  What are the browser settings for Investor Online ?

Your details are encrypted when transmitted across the internet using a high degree of internet security. Microsoft Internet Explorer 5 (or above) has the necessary encryption security features to access investment information on Investor Online.

Please note you must have 'cookies' turned on in the configuration of your browser.

To check which browser you currently have installed, go to the "Help" menu on your browser and select the "About (browser name)" menu item.

A new page will appear with the version number (and other browser information). If you’re using an older version of the browser, we suggest you upgrade, as there have been many new features added to the browsers which are not available in the previous versions.

Investor Online is also designed for a font size of medium, which is the default on most browsers. To adjust it in your browser go to View, then use the font options available.

  What is an SSL error?

If you are not using Microsoft Internet Explorer 4 (or better) or Netscape 4 (or better), you will receive an SSL error (SSL stands for Secure Sockets Layer and is the mechanism that provides 128-bit encryption).

  What are cookies and why do I need them?

Cookies are small text files a website can use (thousands of sites are currently using them) to store information about a visitor or recognise a repeat visitor to its site. For example, when you visit a web page a cookie may register where you came from, what server you are using to connect to the internet, what browser you are using and what operating system you have.

Other functions of cookies include automatically keeping track of your login status, registering your preferences to make a "custom" page that recognises you each time you visit the site, and remembering information like your name and email address.

Cookies are not programs that damage files on your PC. Investor Online uses cookies to keep track of your session (whether you have entered a valid investor number and password) but doesn’t specifically save any information about you in a cookie. This means you can use our online services from public computers (like internet cafes) without having to worry about your Investor Number and password remaining on the computer as a cookie.

If you disable cookies you won’t be able to use Investor Online.

Some users will enable a feature in their browser to alert them when they are sent a cookie. To disable this feature, the following instructions apply to either the Netscape Navigator/ Communicator browser or Microsoft Internet Explorer browser.

Internet Explorer 

• Select Options (or Internet Options) from the View drop-down menu.
• Select the Advanced tab. Locate the Cookies entry in the Security section and uncheck the option titled Prompt before accepting cookies.
• Click OK.

Netscape Communicator

• Select Preferences from the Edit drop-down menu.
• Click on the Advanced category and uncheck the entry titled Warn me before accepting a cookie.
• Click OK.

  What is caching?

Your web browser caches pages on your hard disk, meaning they store local copies of every page you visit on the internet. The purpose of caching is to speed up the performance of the browser. Web pages that were recently visited are reloaded quickly since the old versions are already in memory.

However, the downside about caching is that once you have been to a lot of websites, the cache becomes full. This will slow down the performance of your browser.

Another side effect of caching is that the browser may not display the current versions of webpages when you revisit them. In this case, you’ll need to clear your cache.

  How do I clear my cache?

Internet Explorer

• Select the Tools menu, then Internet Options.
• Click the General tab, and then click the Delete Files button.
• Click OK.

Netscape 4.x browsers

• Select the Edit menu, then Preferences.
• Under the Category section on the left hand side, click on + to expand the Advanced settings.
• Click on Cache at the top of the List of Advanced settings and the Cache dialog box pops up.
• Click on the Clear Memory Cache button.
• Once the cache is cleared, click OK.

  Why can't I send confidential information to Advance via email?

Security of client information is very important to Advance. Unfortunately, without encryption software, emails sent over the internet are not secure.

Advance recommends investors don’t send their password over the internet via email. We’re also unable to accept changes of address via email. However, you can change your address online within Investor Online.

Advance is working on secure email solutions and we’ll advise you when we’re able to offer this service.

  What is Adobe Acrobat and how do I download it?

The Adobe Acrobat Reader software enables you to download documents which are in 'PDF' format to view, navigate and print them.

Adobe Corporation permits you to download Acrobat for free from the Adobe website. You'll need 24Mb memory and 10Mb of diskspace on your personal computer.

  Why do I have to log out of Investor Online?

Investor Online provides access to your personal account details and allows you to perform transactions online. To help you keep this information and these transaction functions secure, we request you log out when you leave the secure areas of Investor Online. Also, if you haven’t been active in your online session for 10 minutes, you’ll automatically be logged out of the site.