Registering for our Adviser Portal

Registering for Adviser Portal FAQs

• What is multi factor authentication (MFA)?

  Multi factor authentication (MFA) adds an extra step when you sign in to Adviser Connect.

  As well as your username and password, you will need a second piece of information, a one time code sent to your email address.

  This extra step makes it much harder for someone else to access your account, even if they know your password.

  Note: MFA does not apply if you sign in using Unipass. Your Unipass certificate already provides strong authentication.

• Why are you introducing MFA on Adviser Connect?

  We are introducing MFA on Adviser Connect to:

  • Protect your clients’ data – client information is highly sensitive and valuable. MFA helps keep it safe.
  • Protect your firm – unauthorised access to your account could lead to fraud, data loss, or reputational damage.
  • Meet rising security expectations – regulators, professional bodies, and providers increasingly expect strong authentication.

  MFA is now standard security for online banking and many other financial services. We are bringing the same level of protection to Adviser Connect.

• How will MFA work on Adviser Connect?

  When MFA is live:

  1. You will sign in with your Adviser Connect username and password as usual.
  2. We will send a one time pass code to the email address registered for your Adviser Connect account.
  3. You will enter this code on screen to complete your sign in.

  This may add a few seconds to the sign in process, but it significantly improves security.

   Unipass users: If you access Adviser Connect via Unipass, nothing will change for you. MFA via email is only used for standard username and password sign in.

• How does MFA help protect my firm and my clients?

  With MFA:

  • A stolen or guessed password on its own is not enough to access your account.
  • If someone tries to sign in as you, they are blocked at the second step unless they also have access to your email.
  • You can be more confident that you are the only person using your Adviser Connect account.

  This helps protect both your firm and your clients’ confidential information.

• What if I no longer have access to the email address on my Adviser Connect account?

  If you no longer have access to the email address registered on your Adviser Connect profile:

  • You will not be able to receive the one time pass code needed to sign in.
  • Your firm’s Adviser Connect admin user may be able to help update your details or assist with access.
  • If your admin user cannot resolve the issue, please contact our customer services team so we can verify your identity and help update your contact details.

  Please follow your firm’s internal process first, then contact customer services if further support is needed.

• Who can help if I have problems with MFA?

  If you have issues receiving or entering your one-time pass code:

  1. Contact your firm’s Adviser Connect admin user in the first instance. They can:
  • Check your registered email address
  • Help you follow your firm’s procedures for access and security
  2. If your admin user cannot resolve the problem, contact our customer servicesteam for further assistance.

• Do I need to do anything now?

  Before MFA goes live, we recommend you:

  • Check that you can still access the email account linked to your Adviser Connect profile.
  • Ask your firm’s admin user to update your details if your email has changed.

• What if our firm currently uses a single shared login and not everyone has access to the email address?

  The Adviser Connect portal is designed so that each person has their own individual login. It is not necessary, and not recommended, to have one shared account for the whole firm.

  Everyone who needs access to their Canada Life clients should have their own user account. Users register with their own personal details and their firm email address, under the firm’s FCA number.

  Access to clients is controlled by agency numbers, so you must ensure that each user has the appropriate agency numbers assigned to them in order to see the right clients.

  There should also be at least one central administrator for the firm who can manage access and agency number assignments for other users.

• I have my MFA code, but I get an error when I log in and I am not taken to the main landing page. What should I do?

  ·       If your MFA code is accepted but you still see an error and cannot reach the main landing page, try the following standard troubleshooting steps:

  ·       Try a different browser (for example, Chrome, Edge, Firefox).

  ·       Try using an incognito/private browsing window.

  ·       Clear cookies and cache in your browser.

  ·       Check your Unipass certificate is current. If it has been renewed since you first registered, you may need to re‑register.

  ·       If you have recently reset your Unipass password, your user profile may need to be removed and re‑registered.

  ·       If you are using a saved or bookmarked link, go to the main Canada Life Login page instead and access Adviser Connect from there.

  ·       Check your browser for any expired or invalid certificates.

  ·       Confirm that your FCA number, email address, and other personal details have not changed since you registered.

  ·       Make sure you are using the same computer that your Unipass is connected to.

  If you have tried these steps and are still unable to log in, please get in touch with our customer services team.