Advisers

Access your Perpetual accounts here.

Q. What browsers does Online Account Access support?
A. Online Account Access supports the following web browsers:
  • Microsoft Internet Explorer 6.0
  • Microsoft Internet Explorer 7.0 **
  • FireFox 1.5 and 2.0
  • Safari 2.0

** Please Note: IE 7 is very new and we are working to resolve some minor issues. The most notable is that some elements of the user interface are hidden or may break when the "Text Zoom" feature is used. Until this problem is resolved by either us or Microsoft we recommend that you do not use the "Text Zoom" feature of IE 7. If you need to increase the default font size please use the Font Size control in the upper right corner of each page.

Q. I am using Microsoft Internet Explorer 6.0 and I’m experiencing difficulties logging into my account in the account access area. Why is this?
A. It has been noted that Microsoft Internet Explorer version 6.0 defaults to a high Privacy setting and as such inhibits your computer's capacity to respond to information requests from web servers.
The following instructions will disable this feature.
  1. Open Internet Explorer and select Internet Options from the Tools menu. 
  2. Click on the Privacy tab in the Internet Options window. In this tab, ensure that the Privacy setting is set at Medium. Then click on the Advanced button and it will open the Advanced Privacy Settings dialogue box. Ensure that the "Override automatic cookie handling" and "Always allow session cookies" are ticked. Select Accept First-party Cookies and Third-party Cookies and then click the OK button.
  3. Now open the Advanced tab from the Internet Options window. Scroll down using the side scroll bar until you reach the bottom and find the 2 options "Use SSL 2.0" and "Use SSL 3.0". Please ensure these options are checked with a tick beside them.  
  4. To register these changes click the Apply button on the bottom right hand corner of the Internet Options window, then select the OK button. 
  5. Finally, close Internet Explorer and then open it again and you should be able to access the Login page on www.perpetual.com.au website.
Q. What are cookies and why do I need them?
A. Cookies are small text files a website can use to store information about a visitor, or recognise a repeat visitor to its site. Many websites use cookies. 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 and remembering information like your name and email address.

Cookies are not programs that damage files on your PC. The Online Account Access area uses cookies to keep track of your session.

We do not specifically save any information about a client in a cookie. This means you can use the account access area site from 'public' computers (like Internet Cafes) without having to worry about your Login ID and password remaining on the computer as a cookie.

If you choose to disable cookies you will not be able to access your accounts online.

Some users can enable a feature in their browser to alert them when they are sent a cookie. The following instructions will disable this feature if you are using either the Firefox browser or Microsoft Internet Explorer browser.

For Microsoft Internet Explorer, 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 Firefox, 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.

Q. Why does my login timeout?
A. If you are logged into the account access area but your session is inactive (for instance if you leave your session open accidentally), your session will be automatically closed after 10 minutes of inactivity.

If you visit other websites and return to your Online Account Access session within 10 minutes you should not have to log in again.

Q. What features does Online Account Access offer?
A. Online account access allows you to:
  • view your account balances excluding Perpetual's Term Fund 
  • view recent transactions such as investments, withdrawals, distributions and transfers for all your accounts 
  • view ETP and preservation components 
  • view insurance details 
  • view the contact details we have on record for each of your investments
  • download data to a CSV file 
  • appoint up to three Online Representatives to view or transact on your behalf via Online Account Access. 
Q. How do I register to access my accounts online?
A. To register, follow these three steps:
  • Complete a registration form (links to online registration form) and fax or post it to us as indicated on the form. This will allow us to issue you with a Login ID and a password. Don't forget to list all the accounts which you wish to access and view details, otherwise you will not have access to view all your accounts online.
  • You will then receive two letters from us. The first letter will contain a wallet card with your Login ID and further instructions for completing the registration process. The second letter will contain your temporary password.
  • The Login ID and password are issued separately for security purposes. Both letters will be sent to the address that you provide on the registration form. As an additional security measure you will be required to change your password the first time you log in to the site.

If you have any questions about the registration process please use the Contact Us form to send us an email or alternatively call Online Assistance on 1800 001 575 (Australia) or 0800 443 879 (New Zealand) Monday to Friday between 8.30am and 6pm (Sydney time).

Q. Can I view a joint account online?
A. You can view all accounts that are linked to your Login ID. This includes joint accounts where you have requested access and provided the correct signatures.
Q. Can I make online transactions?
A. Currently it is not possible to perform transactions online. We intend to provide online transactions in the future.
Q. How often is the data in the account access area updated?
A. Information about investments is updated overnight.

The value of your investment(s) as stated in the account access area will be based on the previous day's published unit prices and the unit balance currently recorded for your investment.

Transactions that have not been processed will not appear. In most cases transactions are processed at the unit price applying on the day we receive them or at the unit price applying on the following day if we receive your request after 3pm Sydney time (see a fund's offer document for more information).

Occasionally, there may be a delay in processing your request, which means that your transaction will not appear in the account access area for several days. However, your request will be processed using the unit price which applied on the day we actually received your request.

Q. Why can't I access and view one of my investments?
A. If you cannot access and view a particular account you may not have requested access to it, or if you did request access you may not be authorised to access and view information for the account. If you did not include an account on your initial application form you will need to complete the registration form again, listing your Accounts you wish to add.

If you request to view an account and we cannot determine that you are authorised to access the account, we will contact you and request further information.

Q. What is my Login ID?
A. Your Login ID is your unique identifier that allows you to login to view your accounts online. It is different to your investment Account ID(s).
Q. How do I change my online password?
A. You can change your online password in two ways:
  1. Once you have logged into Online Account Access, you can change your password online using the My Profile page.
  2. Call Online Assistance on 1800 001 575 (Australia) or 0800 443 879 (New Zealand) Monday to Friday between 8.30am and 6pm (Sydney time) to have a new password issued.
Q. How do I obtain a new password if I have lost or forgotten it?
A. You can be issued with a new password by contacting Online Assistance on 1800 001 575 (Australia) or 0800 443 879 (New Zealand) Monday to Friday between 8.30am and 6pm (Sydney time). We will re-issue a password over the phone, once we have confirmed your identity.
Q. What happens if I lose or forget my Login ID?
A. If you forget your Investor or Adviser ID you should contact Online Assistance on 1800 001 575 (Australia) or 0800 443 879 (New Zealand) Monday to Friday between 8.30am and 6pm (Sydney time). Once you have verified your identity we will tell you your Login ID.
Q. What has changed in the new Online Account Access site?
A. The new Online Account Access has a new look and feel, including a cleaner design for easier searching and screen-reading.

We have also built the site on a new platform to enable us to add and features and services in the future, to ensure we continue to offer you the information and services you would like in a secure site.

As we are combining all the separate Online site services some reference fields and headings have changed. This means the wording or position of some areas of the site you have been using have moved. However, we believe the new site to be easier to use and more consistent for all our customers. For more specific details refer to "What new sections of the site replace the previous site?" below.

For existing Perpetual clients who have used the previous Online account sites, as the site is built on a new platform, you will require a new Login ID to access the new site. This will replace the existing Client Number, Adviser ID or Investor ID you used to access the old site. Existing site customers will be sent a letter with your new Login ID details.

For Advisers the Calculators on the new site will no longer feature the option to save completed client calculations.

Q. What new features are in the new Online Account Access site?
A. The new Online Account Access has not only a new look and feel, but also some new features to further enhance your site visits.

There is a font resizing tool, allowing you to increase or decrease the font size to suit your screen viewing requirements.

Once logged in, the home page of the site provides a snapshot overview of your account holdings or your clients portfolios. What’s new at Perpetual and the most popular site links/reports are also included as quick links.

The Asset Allocation/Portfolio pie chart offers a quick overview of the value of each of the asset clasess you have Perpetual investments in.

Depending upon what type of accounts you have with Perpetual, you may also receive new features not available in your previous site access. This may include; enhanced searching, access to additional account information, requesting changes to contact details, csv downloads, and online representative access setting.

Q. I have received multiple Login Cards and Password letters. What does this mean?
A. Receving multiple Login Cards and Password letters indicates our records have you registered for Online Account Access to multiple accounts that are not linked. You can easily link your accounts to enable you to access all your accounts at the one site via one Login and password. To do this please contant the Online Assistance team on 1800 001 575 (Australia) or 0800 443 879 (New Zealand) Monday to Friday between 8.30am and 6pm (Sydney time).
Q. What new sections of the site replace the previous site?
A. For Investors, Private Clients, Select, DIY Super, and Portfolio Administration Customers the site is broken into five sections; Home, My accounts, Perpetual's products, Tools & forms, and My Profile.

For advisers the site is broken into six sections; Home, My accounts, Perpetual's products, Tools forms, Adviser Services and My Profile.

Q. What is the Switch Investments function?
A. The Switch Investments function enables you to switch your investments online between available investment options within a product. The new switch function is easy to use, with automatic prompts taking you through each step and confirming your instructions. It will display your current investment option balances within a product, and allow you to select the amounts you wish to transfer in either dollar amounts or percentages.
Q. How do I switch my investments online?
A. You can switch your investments online by selecting the Switch Investments option in the My Accounts section and following the links and prompts.

For advisers, the Switch Investments option is available within the My Clients section of the website.
Q. What investments can I switch?
A. Investment switches are available online for several products, including Perpetual’s Wealth Focus products, Perpetual’s Wholesale Funds, Perpetual's Select products and Perpetual's Pooled Superannuation Trusts. You can switch between available investment options within a product.
Q. Is there a fee to switch investments online?
A. Switching investments online incurs the same fees and charges that apply for switching investments by other means. Please refer to the relevant product disclosure statement.
Q. Once I have sent a request to Switch Investments online, how long will it take to process this request?
A. Successfully completed Switch requests will be processed within 3-5 business days. For all available products (except Select): if your completed online switch request is received and accepted by Perpetual by 3.00 pm (Sydney time) on any business day, your transaction will be processed using that day’s exit and entry prices. Switching applications received and accepted after 3.00pm on any business day will be processed using the exit and entry prices applicable on the next business day.

For Select products: if your completed online switch request is received and accepted by Perpetual by 3.00 pm (Sydney time) on any Wednesday, your transaction will be processed using that Wednesday's exit and entry prices. If a public holiday or bank holiday in Sydney falls on a Wednesday, your investment switch will be processed using the next available unit price. Switching applications received and accepted after 3.00pm on any Wednesday will be processed using the exit and entry prices applicable on the following Wednesday.

Please refer to the current Product Disclosure Statement for the latest details on investment switches for your product.

Q. As an adviser - how do I obtain authority from my client to transact online on their behalf?
A. If a client wants to give you authority to switch investments on their behalf please arrange for them to sign the ‘Request authority to transact online’ letter available on their Client Portfolio page on the website.
Q. How do I authorise my adviser to transact online on my behalf?
A. If you have a financial adviser and want them to be able to transact on your account online, including switching investments , please contact them to arrange for a letter of authority.
Q. How do I authorise online transactions for my joint, company or trust account?
A. If you would like to authorise online transactions for your joint, company or trust account, please arrange for all signatories to sign the letter of authority that is available on the Switch Investments page.
Q. What is my investment strategy?
A. Your investment strategy is used for particular purposes for each product. Please refer to the current Product Disclosure Statement.
Q. What is a savings plan?
A. If you establish a regular savings plan, investments are automatically debited from your nominated Australian bank, building society or credit union account. If you would like to set up a new regular savings plan, please refer to our forms page.
Q. What methods of payment of distribution are available?
A. For WealthFocus Investment Funds you can choose to have your distributions for each of your Fund(s) reinvested in the same Fund(s), invested in Perpetual’s Cash Fund. You can also have it deposited into your Australian bank, building society or credit union account, if this has previously been set up as a distribution option on your account.
Q. How do I nominate a new bank account for distributions and/or withdrawals?
A. You can nominate a new bank account for distributions and/or withdrawals by completing a Change of Instructions form that can be downloaded from our forms page.
Q. Why aren't investment switches available for the WealthFocus Super and Pension Geared Australian investment option?
A. Investment switches for WealthFocus Super and Pension Geared option are currently not available online. Please complete a switch form if you wish to make investment switches for the Geared Australian investment option. We intend to make investment switches available for this option in the future.

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