Personal Portfolio Service Online Account

Welcome to the new secure online client account

Here we seek to answer some of the questions you may have and ensure you are ready to move across to your new and improved new secure client account.

Why have you built a new online client account website?

We’ve listened to client feedback and designed a new website focusing on improved navigation and a clearer layout, making it easier to find what you need.

We have also strengthened our security to better protect your accounts and personal information. To do this, we are introducing two factor authentication (also known as ‘2FA’), which means we send you a different code to enter along with your username and password, each time you sign in. This replaces the old memorable word which will no longer be required.

2FA significantly reduces the risk of unauthorised access and provides better protection for your account and personal information. 

Two-Factor Authentication (‘2FA’) information

When will I be able to access my new online client account?

We will send you an email invite when your account is ready to be signed up; sign up is straightforward and should take around 5 minutes.  

Do I need to do anything before I sign up?

Yes – please check your mobile or landline numbers are correct by visiting the My Profile page within the current MyCS account.

Your new online account requires two factor authentication, therefore we need a phone number to send you a different code to enter along with your username and password, each time you signing in. 

Your unique code each time you sign in will be sent to your mobile (by text) or landline (by voice message). 

Watch the video below, which helps guide you as to how you update your number on your MyCS account.

Will I still be able to use the old MyCS website or app?

You will still be able to access your account through the MyCS website or app until your account is moved; once your account has been moved, you will no longer be able to access your account on MyCS. 

We will contact you when this takes places with information on how you can sign up.

How to sign up 

Here we seek to answer how you will be able to move across to your new secure online account, what information we will need and how you will be contacted.

When can I sign up?

We will email you when your account has been moved and you can sign up to the new website.

How do I sign up?

Once you’ve received your email invitation, simply follow the steps below:

1. Go to the MyCS website and enter your existing username and password as usual.
2. Enter the unique 6-digit code we sent as a text message to your mobile number (or by voice message if you use a landline).
3. Set your new username and password and tick the box to agree to our Terms of Use. 
   You can continue using your current MyCS username and password if they meet the new security requirements. If not, you’ll need to create new details. If your existing username or password doesn’t meet the new rules, try adding extra letters or numbers to your current one.

What are the username and password requirements for the new website?

• Username: at least 6 characters. You may reuse your existing MyCharlesStanley username if it meets the rule and hasn’t been taken.
• Password: at least 8 characters, including at least one capital letter and one number.
• Memorable word: The old memorable word is no longer required – it has been replaced by two factor authentication (2FA). 

Two-Factor Authentication (‘2FA’) information

What if I have forgotten my MyCS sign in details?

If you can’t remember your MyCS sign in details, select either “I’ve forgotten my username” or “I’ve forgotten my password”, to recover and reset them.  

If you still have difficulty, please contact our support team who will be happy to help. 

My phone number is incorrect – what should I do?

You can update your phone numbers on the MyCS website before we move your account:

1. Sign in, go to My Profile and select Personal Data.
2. Update your contact details as needed.
3. You’ll be asked to confirm these changes by entering your password and date of birth.
4. Validate the new number(s) by following the onscreen instructions – this will ensure your 2FA codes will reach you successfully.

Watch the video below, which helps guide you as to how you update your number on your MyCS account

Two-Factor Authentication (‘2FA’)

Here we explain how two-factor authentication helps keep your account safe.

Why are we introducing 2FA?

Using a different code each time you sign in significantly reduces the risk of anyone else being able to access your account – even if they know your password. This provides stronger protection for both your account and your personal information. 

2FA (two-factor authentication) is a simple but powerful way to keep your accounts secure.

How does it work?

Each time you sign in, enter your username and password as normal. 

Then we willl send you a unique 6-digit code to your registered phone number. You simply enter this code where prompted; to confirm it’s really you. This replaces the old ‘memorable word’, which is no longer required.

By default, we send the code by text message to your mobile number if you have one, but you can also choose to receive it by voice message on your landline if you prefer. 

What if I don’t have a mobile phone or have poor signal where I live?

If you only have a landline number saved on your account, we’ll automatically send your code by voice message to that number.

Watch the video guide below for help with updating and validating your number on the MyCS website. 

What if I don't receive the code?

If you’re not receiving your verification code, don’t worry – this can usually be resolved quickly:

• Check the phone number we have for you:
• On the 2FA log in screen, you’ll see part of the phone number we’re sending the code to, as in the example below. 

• If the number is wrong, please reach out to your usual Charles Stanley contact so we can update it for you before you try again.

Still not receiving the code? Try the following:

• Check your phone’s signal strength and wait a few moments before requesting a new code.
• If you’re using a non-UK mobile, ensure international text messages are enabled.
• If we have another number saved on your account, please click ‘Resend my code to my alternative number’, as indicated in the image below, and follow the instructions.

If you have smart phone, we recommend turning on ‘Wi-Fi calling’. This feature allows your phone to send and receive calls and text messages over your Wi-Fi internet connection when your mobile signal is weak or unavailable – helping you receive your 2FA code even in low-signal areas:

• To enable Wi-Fi calling on an iPhone, go to Settings > then Mobile Service and tap the toggle to turn on Wi-Fi Calling On This iPhone
• To enable Wi-Fi calling on an Android phone, go to Settings > then Wi-Fi Calling in the Connections menu

 

Getting started

Here are some quick tips and information on how you can get started with your new online account.

Bookmark or save the new portal address for quick access

If you're using the desktop version of Chrome, Firefox, Edge, or Safari you can bookmark any you access frequently by pressing:

Control + D (Windows/Chromebook) 

Cmd + D (Mac), on your keyboard

Help on how to create a bookmark

Signing in for the first time

Each time you sign in with your username and password, we’ll send a unique 6-digit code (known as a 2FA code) to your registered phone number. You’ll need to enter this code on the website to complete the log in process.

By default, this code is sent as a text message to your mobile number if we have one for you, but you can also choose to receive as a voice message on your landline if preferred.

It is important that we have your current mobile or landline details saved on your account.

Two-Factor Authentication (‘2FA’) information

How do I access the new app?

You will be able to download and use the new mobile app once you’ve successfully signed up to the new website. We will send you an email with details to download the app, so please keep an eye out for that message. 

If you haven’t received the email after signing into the new website for the first time, don’t worry – just contact us and we’ll help you get set up.

Help, support and feedback

Help & Support

• If you need help and support, you can reach our dedicated team in the following ways:
  • 020 7149 6000 (Mon–Fri, 7.30am–5.00pm)
  • support@charles-stanley.co.uk
  • Secure Message – available once you’re logged in
• You can also reach out to your regular Charles Stanley contact directly, or via our general Switchboard:
  • 0207 739 8200

Additional support

We’re here to support you, whatever challenges you may be facing. Everyone’s circumstances are different, and if you ever need a little extra help accessing our services or would feel more comfortable with a different type of support – please let us know. We’ll always listen and work with you to find assistance that best suits your individual needs. 

Feedback

We value all feedback. Please share your thoughts on the new Portal and App or any other aspect of our service with us at support@charles-stanley.co.uk – your feedback helps us improve and shape future updates.