Frequently Asked Questions

How do I change my password?

In the client portal, click on your name in the top right corner of the website. Then select “Change Password” and follow the instructions.

What should I do if I encounter technical issues with the client portal?

Recommendations to help troubleshoot the problem include:

- Refresh the webpage
- Check your internet connection
- Try a different browser or device
- Update your browser

If you are still experiencing difficulties, please contact your adviser or [email protected]

I’m having trouble downloading the files from the client portal. What should I check?

Firstly, check the above-mentioned troubleshooting recommendations.

Check the folder location that you have allocated for downloaded files to be saved to. Usually, files from the portal are saved to your Download folder or Desktop.

You can also check that you have enough data on your internet plan. 

What should I do if my portfolio information isn’t showing in the client portal?

Every attempt has been made to ensure all your accounts are linked in the migration of data. If you notice one missing, please contact your adviser who will be able to re-link the account to your client portal. They can also remove any accounts that you no longer want to view.

I can’t see the horizontal navigation menu when I’m on a desktop. How can I fix this?

This new client is responsive, which means it aligns to global website standards and content renders (resizes) to the device screen you are using. 

If your desktop screen zoom is set to 150% or more the navigation will be collapsed into a menu bottom located at the top left of the screen. Reduce the zoom to 125% or below to see the horizontal navigation menu.

I am having problems with the size of the text on the client portal. How do I fix it?

The new website is compliant with accessibility standards WCAG 2.0 Level AA. If you are having trouble with the font, you can zoom in and out.

To increase or decrease the magnification of a web page, press the Ctrl button and '+' (plus) button to zoom in or Ctrl and '-' (minus) to zoom out.  

To return the page to its original size, press Ctrl and '0'. 

You can also scroll the mouse wheel up and down while holding Ctrl to increase/decrease zoom level.

How do I update my personal information?

In the client portal, click on your name in the top right corner of the website. Then select “My Profile”. Click on “Edit Details” to update your residential address, mail address and contact details. Apply the changes to your account and click “Submit Changes”.

You can also add a secondary email for the research subscriptions to be sent to, if different to your primary email address.

Is my information secure on the client portal?

Morgans continues to invest in leading cyber-safe technology, as well as escalating suspicious material to Australian telecommunications carriers and Australian Government security departments.

We have also implemented two factor authentication for the new client portal. When you first login on any device, you will receive a text message with a six-digit pin code to verify your identity. 

You can also help keep yourself safe by:

- Keeping your web browser updated to the latest version
- Ignoring unsolicited approaches through social media platforms, email, telephone or mobile
- Contacting your adviser directly if you are unsure if a particular communication is a scam (do not click any links or phone the number in the correspondence)
- Using the free website or other similar free online tools to check the owner of the website or the domain contacting you
- Verifying the profile of the individual within the correspondence independently

What should I do if I suspect unauthorised access to my account?

Contact your adviser directly and change your password immediately.

Can I communicate with my adviser through the client portal?

There are a few ways that you can communicate with your adviser through the client portal:

You can click on the + symbol in the bottom right corner of the website and click on “Message adviser” or “Request a call”. Then fill in the form and click “Send”. 
Alternatively, you can click on your name in the top right corner of the website and click on “My Adviser”. From there click on “Email adviser” or “Request a call”. Then fill in the form and click “Send”.

You can also scroll down to the footer and click on the phone number or email address.

How do I log out of the client portal?

Click on your name in the top right corner of the website and select “Log out”. 

Can I access the client portal on a mobile device?

The client portal is viewable on your mobile web browser however there may be compatibility issues. A better experience will be to download the new app which will be launching soon. Look out for communications on the portal about the release.

How can I prepare to download the new Morgans app?

If you own a mobile phone, you would be familiar with system upgrades to their operating systems. Please make sure you have the latest operating system installed. Apple and Google release these updates to ensure your phone is secure and protected from bugs.

What if my phone doesn’t have enough storage to upgrade to the latest operating system?

If you cannot update your phone to the latest operating system due to the lack of storage on your phone, you will not be able to access the mobile app. However, you can still access the portal via your desktop or phone web browser.

If the problem still exists, please contact us for assistance.
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