Help with changing your details

This help screen covers frequently asked questions for:

Changing personal, bank, PIN and Direct Debit details

General technical queries

If your question or issue is not covered here please contact us via email at 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).

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:
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 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 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.

Change personal, bank, PIN and Direct Debit details

1. I wish to change my National Insurance number and/or date of birth; how do I do this?

On the 'confirm your personal details' screen you can add your National Insurance number or date of birth if you are an existing customer and these fields are empty. You are unable to amend these details online, however, if they are already being displayed on the screen. If this is the case please contact our Customer Relations team.

2. Will I be notified in writing of my change of address?

Yes, we will send a confirmation letter to both your old and new addresses for extra security.

3. I notice that if I change my income payment details this affects all my products within my account. I don’t want this to happen; how do I stop it?

You will need to contact us via email at or by calling our Customer Relations team. Please remember not to include sensitive information (eg your password or account number) as emails are not considered secure.

4. Can I change the bank account from which my Direct Debit payments are made?

No, you can change the amount of the payment and how it is applied to your funds but you are not able to change the bank online. To do this we require written instructions from you, sent to The M&G Group, Freepost RLTZ-JCHJ-THJB, PO Box 9039, Chelmsford CM99 2XG. Please remember to quote your name, M&G client reference and sign any written communication to M&G. Unless this is provided we will be unable to effect any detail changes you may have requested.