We’re here to help you with InvestorOnline. Below we answer the most common questions we get asked.
InvestorOnline FAQs
Rest assured, we take the security of your personal information very seriously. We have enhanced our security for InvestorOnline, including an extra layer of security called Multi Factor Authentication.
If you would like to know more about our approach to protecting you and your personal information, click here.Can I apply for an InvestorOnline account without providing an email address or mobile phone number?
As part of the security features for InvestorOnline, we need to have your email address and mobile number on file in order for you to register and log in to InvestorOnline. This is so we can use Multi Factor Authentication to provide extra security on your account.
From time to time, we may use your email to send you updates about your investment, retirement insights and invitations to Challenger events. You can stop receiving these emails at any time by clicking the 'unsubscribe' link at the bottom of the email we send you. Or you can call us on 13 35 66 to be taken off the list.
From time to time, we may use your email to send you updates about your investment, retirement insights and invitations to Challenger events. You can stop receiving these emails at any time by clicking the 'unsubscribe' link at the bottom of the email we send you. Or you can call us on 13 35 66 to be taken off the list.
No. In order to access InvestorOnline you’ll need your own email address. That way we can be sure that your personal information remains safe and secure with you.
InvestorOnline is for customers only, and only you can see your account information. We do have a separate portal for financial advisers, called AdviserOnline. Through this portal, your adviser can view your policy details and policy correspondence and also generate a current Centrelink schedule at any time.
Logging in and out of my account
You can retrieve your user ID by going to InvestorOnline and clicking the blue link ‘Forgot user ID?’ From there you will need to enter your email address and your mobile phone number, then click the “Get User ID” button. If the email address and mobile phone number you entered match the details we have on file for you, we will send you an email with your InvestorOnline User ID. If you don’t receive an email within 5 minutes, check your ‘junk’ or ‘clutter’ folders, then please call our Investor Services team on 13 35 66.
There could be a number of reasons for this. It might be that your account is inactive, the details don’t match what we have on file or that InvestorOnline isn’t available to you. The best thing to do is to call our Investor Services team on 13 35 66.
If you have had a few failed attempts at logging in to InvestorOnline, we lock your account in order to protect it from someone else trying to access your information. Call our Investor Services team on 13 35 66 and they can help you get back into your account.
We have introduced security measures to protect the security of your personal information. We send you a unique SMS code to your mobile as another way we can verify your identity. You can read more about this here.
Yes. You will be prompted for a unique SMS code every time you log in, or if you are timed out after ten minutes of inactivity on the site. We do this to help ensure your personal information is kept safe.
It may be because the mobile phone number we have on file for you needs updating. When you request an SMS code, the screen will display the last four digits of the mobile phone number where the code was sent.
- If those digits are correct, you can try clicking the blue ‘SEND CODE’ button again and see if that works. Once this is clicked it should change to ‘SENT’ on your InvestorOnline screen.
- If the last four digits on screen are different to your existing mobile number, call us on 13 35 66 and we will look into the matter for you.
Yes, you will receive an SMS from either “PIN” or an overseas number. Sometimes we will send you an SMS message from an overseas number so that the SMS can be routed through different providers to help ensure your details stay secure. The SMS you receive on your mobile will look like this:
If in doubt, call our Investor Services team on 13 35 66 and we will be able to confirm that the message came from Challenger.
This could be for a few reasons, but the most common reason is because you may not have your mobile phone linked to your account. We’ve recently increased the security measures on InvestorOnline and use Multi Factor Authentication to provide extra security on your account. Going forward you’ll need your mobile phone number. We will then send you a unique SMS code to complete the log in process. Please call our Investor Services team on 13 35 66 and we can look into this for you.
Multi Factor Authentication adds an additional layer of security when you sign into an online account. Rather than just rely on your password or PIN, we now require you to provide us with the unique SMS code that we send to your mobile as an extra way of verifying your identity. We do this to keep your personal information safe and secure.
To find out more, you can click here.
Yes. Once 30 seconds have passed, you will have the option to resend a new code to your mobile. The ‘SENT’ button will change to ‘RE-SEND CODE’ which you can then select. Once you receive the new code, it will be valid for 10 minutes.
We have made some updates to the terms and conditions of the site and are asking all our customers to review and accept these before logging in to InvestorOnline. You’ll only need to do this once for the updated site.
If there is no activity on your account for 10 minutes, your session will timeout and you will be automatically logged out. We do this to protect your personal information and make sure nobody else can access your account.
Always log out of InvestorOnline by clicking the ‘log out’ button. This will help ensure your personal information remains safe and secure. As an additional protection measure, InvestorOnline will time out after 10 minutes of inactivity on your account.
Passwords
We have recently introduced new password security measures to protect your personal information on InvestorOnline. It may be that your existing password no longer meets the new strengthened requirements. To reset your password:
- Go to InvestorOnline and enter your user ID
- Click the ‘Reset my password’ link
You’ll receive an email from us with a password reset link. The email will be sent to the email address we have on file for you. You will then have 24 hours to use the link to reset your password. After this point, you’ll need to request another password reset email.
For tips on setting up a secure password, click here.
If you have forgotten your password – or you just want to change it – you can reset your password online:
- Go to InvestorOnline and enter your username
- Click the ‘Reset my password’ link
For tips on setting a secure password, click here.
For security reasons, the password reset link we send you is only valid for 24 hours. After this time, you’ll need to request another password reset link. To do this:
- Go to InvestorOnline and enter your username
- Click the ‘Reset my password’ link
You’ll receive another email from us, with a password reset link to the email we have on file. You will then have 24 hours to reset your email using this link. Once you have successfully reset your password, you’ll be able to use InvestorOnline again.
For tips on setting a secure password, click here.To keep your personal information safe and secure, we recently introduced new strengthened criteria for any new passwords you create for InvestorOnline. To make sure you set a strong password, it must meet the following criteria:
- Be at least eight characters long
- Having at least one lowercase and uppercase letter, and a number
- Must be different to your four previous passwords
- Must not include common words, including your user ID or the word ‘password’.
For tips on setting a secure password, click here.
InvestorOnline features
You can view your investments, some of your personal details and previous correspondence online. You can also print or save your confirmations and statements, generate Centrelink schedules and download any forms that you may need.
You’ll find a summary about your account(s) on the ‘My Investments’ page, which is the first page that opens when you log in. If you would like more detailed information about a specific account or policy, you can click on the account or policy to view more.
We have made correspondence easy to access with a menu item called ‘My correspondence’ at the top of every page. Just click on this link to view and download all the latest statements and correspondence we’ve sent to you.
From the ‘My investments’ page, you can click ‘View details’ for the account you are interested in. This will open a new page. From there, you can click on the ‘Beneficiary details’ and this will enable you to see the details of any beneficiaries for that account.
Go to the ‘My investments page’ and click on the ‘Generate’ button. Once generated, your Centrelink schedule will appear in the ‘My Correspondence’ section. Simply click on the item to download it as a PDF. Please note that It can take up to five minutes for the Centrelink schedule to be made available.
By default, closed or inactive accounts are not displayed. But you can view a closed or inactive account by selecting the ‘My Investments’ page and choosing to ‘include closed investments’ in the list of investments shown to you. Any closed or inactive accounts you have will appear below your active investments.
Correspondence is only available for the past two years on InvestorOnline. If you need a copy of some earlier correspondence, you can call our InvestorOnline team on 13 35 66 and they will be able to help.
Unfortunately, no. While you can view your account information on InvestorOnline, at the moment you will not be able to perform any transactions online. We will be rolling out more features and functionality over time.
Updating my personal details
All your contact information can be viewed within your profile, which you can access by clicking on ‘My Account’ in the top menu and then selecting ‘My Profile’.
You’ll need to call our Investor Services team on 13 35 66 to update any details on your account. We are hoping to add this feature to InvestorOnline sometime in the future.
If you remove your email address or mobile number from your account, you’ll no longer be able to access InvestorOnline. However, we will continue to support you over the phone. To talk through any changes to your account, you can call our Investor Services team on 13 35 66.