Help

BT Online questions

The login page says I'm locked out - now what?
Why has my Account Summary not been immediately updated?
The application I sent last week isn't shown on the unit holdings page
Using your email address as your BT Online username
What happens if I forget my password?
Can I disable the use of my email address for online password reset?
What happens if I forget my username?
How will BT use my email address to keep me updated?

BT Link questions

What is a BT Link PIN?

Transacting with Wrap

Where do I find my account information?
Why do I have to log out of the website?
What are the requirements for accessing the Wrap Service website?

Technical questions

What security is in place to protect my investment information?
Why does my log-in time out?
What is the browser policy?
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 BT via email?
What is Adobe Acrobat and how do I download it?
Why do I have to log out of BT Online?
Problems after downloading RealPlayer?

General Questions

Contact us
Email us your question

  Where do I find my account information?

Your account information can be accessed when you login to the BT Wrap and BT SuperWrap investor website. The following reports are available within the 'Reports' section of the site

  1. Cash Statement
  2. Portfolio Valuation
  3. Transaction Details
  4. Transaction Advice
  5. Cash Account Forecast

The following tax invoices are available within the Tax Invoice section of the site

  1. Tax Invoice
  2. PAYG
  3. Tax Statement

  Why do I have to log out of the website?

This website provides access to your personal portfolio details. To assist you to keep this information secure, we request that you log out when you leave the site.

  What are the requirements for accessing the Wrap Service website?

Premium hardware set-up

The following items will help deliver a faster and more efficient service and allow you to use the Wrap Service with ease alongside other applications. Note that you should have 73Mb free disk space, which is the minimum required to run the Microsoft Internet Explorer browser, however the optimum free disk space would be 200Mb.

  • PC - Pentium Pro 200MHz (or faster) desktop or laptop
  • Modem - 56kbps modem, or permanent ISDN or cable internet connection
  • Monitor - 17 inch monitor or larger with 1024 X 768 pixels (or higher) resolution display


Minimum hardware

The following items will still enable you to use the Wrap Service comfortably:

  • PC - Pentium 90Mhz with 32 megabytes of memory, however 16 megabytes will be sufficient if you aren't using other applications
  • Modem - if you have a 28.8kbps modem, you will be able to access the site, however this is not ideal
  • Monitor - screen resolution display of at least 800 X 600 pixels


Software requirements

As a minimum, you will need the following software to access the website:

  • Windows - Windows 98, Windows NT 4.0 (with Service Pack 5) or Windows 95 (with an appropriate Y2K compliance patch)
  • Browser - Microsoft Internet Explorer browser Version 5 (IE5) is the optimum browser, but Version 4.01 (with IE4 Service Pack 2) will also work. Note that if you already have another web browser such as Netscape Navigator, or an older version of Microsoft Internet Explorer Note you can download IE5 free from the Microsoft website.
  • Adobe Acrobat Reader - the software permits you to download documents which are in "PDF format" and view, navigate and print them. Adobe Corporation permits you to download Acrobat for free from the Adobe website. You will require 24Mb memory and 10Mb of diskspace on your personal computer

  Ask a question

We've tried to think of problems you may have when connecting to BT Online, however we may have forgotten something or you may have a specific query not answered in our frequently asked questions page. Please feel free to contact us with your question.

  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.

You can go to get a new password to send a new password to the email address we have on file for you. Alternatively, you can call 132 135, Monday to Friday 8.00am to 6.30pm (AEST) to get a new password over the phone.

  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 on the website.

  The application I sent last week isn't shown 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 on our website. Investors should note that applications receive the entry price last quoted for the business day on which the application is taken to have been received at an office of BT in Australia, if a valid application is received before 4 pm (Sydney time).

If you have received confirmation of your investment but it has not appeared on the Unit Holdings page, please check that the Investor Number on your confirmation is the the Investor Number you are using on the website. If you have any concerns about the investment please do not hesitate to contact any of our Client Relations Consultants on 132 135 or email us.

 Using your email address as your BT 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 BT 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 BT 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 132 135, Monday to Friday 8.00am to 6.30pm (AEST) to get a new password over the phone.

 Can I disable the use of my email address for online password reset?

Yes, you can disable the feature that sends a temporary password to the email address that we have on file for you by calling
132 135, Monday to Friday 8.00am to 6.30pm (AEST). You’ll still be able to request a new password over the phone.

 How will BT use my email address to keep me updated?

We'll keep you updated by emailing you market commentary from our investment experts, including access to webcasts, articles and information on super and investing with BT. We won't spam you or give your email address to third parties. You can unsubscribe from any email communication by hitting the unsubscribe link included in the email. This will also unsubscribe you from future email communications from us. BT will not provide your email address to any other party or send personal account information to you using email.

 What is a BT Link PIN?

A BT Link PIN is a code that enables you to access your investment information via the telephone. BT Funds Management will issue you with a PIN when you invest via a product disclosure statement or upon your request.

For maximum security, please ensure your PIN is kept separately from your Investor Number. Other security checks used by BT Funds Management include your Investor Number and personal details.

If you have more than one Investor Number, you will be issued with a separate PIN for each Investor Number.

Obtaining a PIN

  What security is in place to protect my investment information?

BT Funds Management is very serious about the level of security used to protect the information which passes between your computer and BT Funds Management secure web servers. BT Online has a number of security features:

  1. In order to protect your investment information from unauthorised people, BT Funds Management 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. BT Online uses an 8 character password (rather than your 4 digit PIN).
  3. If three unsuccessful attempts have been made to log into your Account Summary, your account will be locked. To unlock your account you will have to contact the Client Relations team on 132 135 who will verify your identity before unlocking the account.
  4. Withdrawals from your BT funds can only be made to the bank account which you have nominated. New bank accounts can only be nominated in writing, signed by you.
  5. If you are logged into BT 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 be automatically closed after 10 minutes of inactivity.
  6. At no time are you required to enter credit card details into BT Online.
  7. Finally, you have to request access to BT Online (by obtaining a password). So if you aren't comfortable with the internet, your accounts are not accessible at all unless you decide to turn the service on.

  Why does my log-in time out?

If you are logged into BT 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 be automatically closed after 10 minutes of inactivity.

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

  What is the browser policy?

Please refer to BT's browser policy on BTOnline.

Your details will be 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 BT Online.

Please note you must have 'cookies' turned on in the configuration of your browser. Want to know more about cookies?

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 are 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.

BT 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). See How do I upgrade my browser for assistance.

  What are cookies and why do I need them?

Cookies are small text files a Web site 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. BT Online uses cookies to keep track of your session (whether you have entered a valid investor number and password) and do not specifically save any information about a client in a cookie. This means you can use BT Online from 'public' computers (like Internet Cafes) without having to worry about your Investor Number and BT Online password remaining on the computer as a cookie.

If you disable cookies you will not be able to use BT 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 are for either the Netscape Navigator/ Communicator browser or Microsoft Internet Explorer browser.

  • For Internet Explorer 4, select Options (or Internet Options) from the View pull-down menu. Now, select the Advanced tab. Locate the Cookies entry in the Security section. Uncheck the option titled Prompt before accepting cookies. Lastly, click the OK button.
  • For Netscape Communicator, select Preferences from the Edit pull-down menu. Now, click on the Advanced category. Uncheck the entry titled Warn me before accepting a cookie . Lastly, click on the OK button.

  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 will need to clear your cache.

  How do I clear my cache?

To clear your cache in Internet Explorer 5, select the Tools menu, then Internet Options and click the General tab, and then click the Delete Files button. Once this is done, click OK.

To clear your cache in Internet Explorer 4, select the View menu, then Internet Options, and click the General tab, and then click the Delete Files button. Once this is done, click OK.

To clear your cache in 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. The Cache dialog box pops up. Click on the Clear Memory Cache button. Once the cache is cleared, confirm the action by clicking OK.

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

Security of client information is very important to BT Funds Management. Unfortunately, without encryption software, email sent over the Internet is not secure.

BT Funds Management recommends that Investors do not send their PIN or Password over the Internet via email. We are also unable to accept changes of address or requests for PIN reissue via email. You can however, change your address once you have logged in to.

BT Funds Management is working on secure email solutions and we will advise Investors when we are able to offer this service.

  What is Adobe Acrobat and how do I download it?

The Adobe Acrobat Reader software permits you to download documents which are in "PDF format" and view, navigate and print them. Each day hundreds of thousands of people download PDF files from corporate Intranets and Web sites worldwide using Adobe Acrobat.

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

  Why do I have to log out of BT Online?

BT Online provides access to your personal account details and permits you to perform transactions online. To assist you to keep this information and these transaction functions secure, BT Online will request that you log out when you leave the secure areas of BT Online. Also, if you have not been active in your BT Online session for 10 minutes, BT Online will automatically log you out.

  Problems after downloading RealPlayer?

If, after downloading the Real Player software and then clicking on This Week's BT Video Clip link, you are receiving the message "Connection to server could not be established", we suggest you change a setting on the RealPlayer software:

  1. In RealPlayer, click on View
  2. Click on Preferences
  3. Select the Proxy tab
  4. Change the HTTP options from No HTTP Proxy to Use my web browser's HTTP Proxy
  5. Click OK

This information is provided for information only. It does not constitute an offer or invitation to enter into any legal agreement of any kind or exercise any rights whatsoever, in relation to the offering of any security, bank product or units in funds; or a solicitation whether directly or indirectly for deposits or any other banking business in any state, foreign country or in any jurisdiction (other than Australia and New Zealand) where such offer or solicitation may not be lawfully made.

 

General advice and general education information on this website has been prepared without taking into account your objectives, financial situation or needs. Before acting on the advice, consider its appropriateness. Consider our disclosure documents, which include the Product Disclosure Statement (PDS) for each product. The PDS is relevant when deciding whether to acquire or hold a product. View our Australian Prudential Regulation Authority Registrable Superannuation Entity (RSE) Licence & Registration numbers. By accessing this website you agree to be bound by the terms and conditions of this website.