Help with registering or logging in

This help screen covers frequently asked questions for:

Registering for 'My Account'

Logging in to 'My Account'

General technical queries

If your question or issue is not covered here please contact us via email at info@mandg.co.uk or by phone:

  • For enquiries regarding your M&G Investments, call our Customer Relations team on 0800 390 390. Existing customers will require their M&G client reference. Failure to provide this will affect your ability to transact with us.
  • For technical enquiries about the use of ‘My Account’, call our Website Helpline on 0800 316 6570.

Both lines are open from 8.00am to 6.00pm Monday to Friday and from 9.00am to 1.00pm on Saturday. All calls are free within the UK. For security purposes and to improve the quality of our service, we may record and monitor telephone calls.

Please note: information contained within an email cannot be guaranteed as secure. When corresponding with M&G via email, we advise that you do not include any sensitive information such as your account or debit card details. We will respond within 3 working days. (excluding weekends and Bank Holidays).

Registering for 'My Account'

1. Can I access all my M&G investments via ‘My Account’?

‘My Account’ does not currently allow you to manage investments in The M&G Junior ISA; however you can use it to manage any investment within The M&G ISA, The M&G Savings Plan or direct investment in an M&G OEIC.

2.  I am not an existing M&G customer. Can I still register for 'My Account'?

No, you are only able to register for 'My Account' once you have become an M&G customer. However you can still invest with us online, without registering, by clicking on your product of choice within the 'new customer?' box on the 'My Account' homepage.

3.  I am an existing M&G customer. Do I have to register for 'My Account' if I want to invest online?

Yes you do, as you may need to access your existing investment details. Registering for 'My Account' ensures complete security and peace of mind.

4.  I keep receiving messages that ask me to verify the information I am entering as it doesn't match your records. What should I do?

You may have received this message because some of the details you have supplied do not match those we hold on our systems, as previously provided by you. The most common reasons for this are:

  • You have entered your name differently (for example using Ken instead of Kenneth).
  • You have entered both your first and middle names instead of just your first name.
  • Your postcode does not match that held on our records (you may have moved recently or the Royal Mail amended your postcode and you forgot to let us know).
  • Your M&G client reference / account number is incorrect (this can be found either on your regular statement or, if you invest directly into an OEIC, on your acknowledgement).

If you have entered your information correctly and are still experiencing difficulties, please call our Website Helpline on 0800 316 6570 or email us at info@mandg.co.uk. You should remember not to include sensitive information (eg password or account number) as emails are not considered secure.

5.  I live abroad and my country of residence does not appear in the 'country' drop-down menu. What do I do?

Should you be an existing M&G customer living overseas and your country of residence does not appear on this list please contact us via email at info@mandg.co.uk or by calling our Customer Relations team  on +44 1268 448 031. 

Please note that United States residents may not use 'My Account' as M&G is not currently registered with the US Regulator, the Securities and Exchange Commission (SEC). Under SEC rules this means that we are unable to offer our investment products to US-domiciled investors.

6.  Can I register for 'My Account' in the name of a company?

For security reasons we are unable to accept registrations for company holdings.

7.  I am a Financial Adviser; can I register on behalf of my clients or access their holdings?

For security reasons we are unable to allow this at this time.

8. I am a second holder on an OEIC investment; can I register for 'My Account'?

Yes you can. You will be able to view all the accounts for which you are a named holder.

9.   Where will you send my PIN and when will I receive it?

Your Personal Identification Number (PIN) will be posted to your registered address, as previously provided by you, within three working days of registering. 

10.  Can you send me my Internet ID via email?

No, for security reasons we cannot email you your Internet ID. You can, however, print off the page that displays your Internet ID but we recommend that you keep it separately from your PIN when that arrives by post. If you have forgotten your Internet ID, click the 'forgotten your Internet ID?' link on the 'My Account' homepage and follow the onscreen instructions.

11.  Can you send me my PIN via email?

No, for security reasons we cannot email you your PIN. Please note that we will never send any personal information to you by email. Your PIN will be despatched to you by post within three working days of your request.

12.  How can I change/update my PIN?

Once you have logged in, simply click on the 'change details' tab in the horizontal menu bar and choose 'change PIN'.

Logging in to 'My Account'

1.  I have forgotten my Internet ID; what should I do?

Simply click on the 'forgotten your Internet ID?' link on the 'My Account' homepage and follow the onscreen instructions.

2.  I have forgotten my PIN; what should I do?

Simply click on the 'forgotten your PIN?' link on the 'My Account' homepage and follow the onscreen instructions. Please note that you will be unable to use 'My Account' until you receive your new PIN, which will be posted to you within three working days of your request. If you require a valuation or wish to complete a transaction during this time, please contact our Customer Relations team on 0800 390 390.

3.  I have forgotten the answer to my security question; what should I do?

We do not have access to this information so we cannot tell you what the correct answer should be. You will need to reset your PIN by clicking on the 'forgotten your PIN?' link on the 'My Account' homepage and following the onscreen instructions. Please note that you will be unable to use 'My Account' until you receive your new PIN, which will be posted to you within three working days of your request. If you require a valuation or wish to complete a transaction during this time, please contact our Customer Relations team on 0800 390 390.

4.  I have tried to log in to 'My Account' without success and have now received a message that my access has been deactivated. What should I do?

The system allows you a limited number of attempts at entering your PIN before deactivating it as a security precaution. Once your access has been deactivated you will need to reset your PIN by clicking on the 'forgotten your PIN?' link on the 'My Account' homepage and following the onscreen instructions. Please note that you will be unable to use 'My Account' until you receive your new PIN, which will be posted to you within three working days of your request. If you require a valuation or wish to complete a transaction during this time, please contact our Customer Relations team on 0800 390 390.

5.  When will I receive my new PIN?

Your new PIN will be sent to your registered address, by post, within 3 working days of your request. You will be unable to access 'My Account' without it.

6.  I am receiving a message that the Internet ID I am entering does not exist. I am using the Internet ID I have been given; what am I doing wrong?

Check that you are entering your Internet ID in the correct format, ie AB1234567C, as it is easy to mistake 'O' for zero and 'I' for the number one. If you are not sure if the Internet ID you have entered is correct simply click on the 'forgotten your Internet ID?' link on the 'My Account' homepage and follow the onscreen instructions.

General technical queries

1.  Can my type of browser, operating software or PC set up cause problems when I am trying to access 'My Account'?

Yes it can if you are using an older version of a browser. You may experience problems accessing the M&G site. To overcome these problems (and increase your browser security) it is usually best to download the latest version of the browser software. To upgrade your browser settings you will need to visit the relevant website. The most popular one, which is fully supported by this website, is Microsoft - Internet Explorer (IE). To download the latest version visit the following url: http://www.microsoft.com/downloads
You may also experience difficulties if:

  • You are using anti-virus software, as some programs can cause problems with pop-up windows. 
  • You are using the Windows XP operating system, as there is a bug with some installs of IE and Windows XP that is not specific to our site. There is a useful article on the Microsoft site that explains the symptoms and how to resolve them. We suggest you contact Microsoft directly should this problem recur.

2.  I have been prompted to have my cookies enabled. Why is this?

We use non-persistent, per-session cookies to strengthen security and maintain the session between you and our system. Our cookies do not hold any personal information about you and are only stored on your computer hard drive whilst you visit our secure site (known as an 'active session'). They are removed as soon as the active session has ended. You should view your browser security settings to check that these are configured to accept per-session cookies otherwise you may experience problems.

3. If I have a problem using the site and need to contact you via email or your Website Helpline what information should I provide?

To help us identify and solve the problem as quickly as possible it’s important that you provide us with as much of the following information as possible:

  • browser (and version) – eg Internet Explorer 8.0 or Safari 5.0;
  • operating system – eg Windows 7/XP/Vista, or Mac OS X Tiger/Snow Leopard;
  • computer set up – eg PC or Mac;
  • Internet Service Provider (ISP) – eg BT, AOL, Sky, Orange etc.;
  • the action you were trying to complete at the time;
  • any error message or number as displayed when you roll your mouse over the error icon (the yellow triangle containing an exclamation mark).

Please do not include any sensitive information (eg password or account number) as emails are not considered secure.
Please note that if you do not have Internet Explorer version 6 or above, we cannot guarantee that you will be able to use the M&G website.

4.  I keep closing myself out of the system. What am I doing wrong?

Many of the 'My Account' screens open as new pop-up windows. When closing them it is relatively easy to close the main screen too. Take care to close only the pop-up window to avoid closing yourself out of the system.

5.  I am getting a message that the "system is currently unavailable" or that "the server is down".  What should I do?

If we have not posted a message on the homepage of the M&G website advising you of this then please try again later or contact us via email on info@mandg.co.uk or call our Website Helpline on 0800 316 6570

6.  Is there anything I can do to ensure maximum performance of your website?

We recommend you use:

  • a minimum of 56kbps internet connection; and
  • Internet Explorer browser version 6 or above with 128 bit encryption.

If you have all of the above and are still experiencing problems then please contact us via email on info@mandg.co.uk or call our Website Helpline on 0800 316 6570

7. The 'tip' box is covering important text on the screen. What can I do?

  • You can minimise the 'tip' box by clicking on the 'dash' box in the right hand corner of the box itself.
  • You can move the 'tip' box by clicking the left button on your mouse whilst hovering over the blue band at the top of the box. Drag the box to a more convenient place and release the mouse button.
  • You can close the 'tip' box by clicking on the cross in the right hand corner of the box itself. Once it is closed you will not be able to retrieve it.