Bringing you the efficiency of a digital solution

Challenger has made a significant investment in our digital experience, so that we can deliver the efficient, digital first, paperless experience you have told us you want. The new AdviserOnline will provide you and your staff with greater control when managing your clients’ Challenger accounts, including smart digital applications, real time notifications, status updates and the ability for your support staff to view information and prepare quotes.

Access for you
At launch you will receive an automated email with instructions to sign in for the first time

Access for your team
Each staff member will need their own individual login for AdviserOnline and will need to have their contact details recorded for Multi-Factor Authentication purposes. Ensure your support team are registered if they require access. You or your staff can do this at any time by clicking the ‘Sign in’ button on challenger.com.au and follow the instructions to register new users. Any of your team members who are currently registered for AdviserOnline will receive an email with sign in instructions. 
 

We will be emailing your clients with information on the upcoming changes to their digital experience with Challenger, both leading up to and at the launch of the new InvestorOnline. These communications will provide them with a summary of the new exciting features soon available to them and ask that they ensure their contact details are up to date. A reminder of their InvestorOnline UserID will be provided once the new InvestorOnline goes live.       

Please ensure we have your individual work email (not a group admin email) and your mobile number for AdviserOnline. You’ll need these to be registered with AdviserOnline to gain access.  This also ensures we have the correct information for Multi-Factor Authentication, so we continue to keep information secure. To update your email address and mobile number, call us on 13 35 66.

Each staff member will need their own individual login for AdviserOnline and will need to have their contact details recorded for Multi-Factor Authentication purposes. Ensure your support team are registered if they require access.  You or your staff can do this at any time by clicking the ‘Sign in’ button on challenger.com.au and follow the instructions to register new users.  

You can select ‘Forgot username’ on the sign in page of AdviserOnline and follow the prompts. If you are having difficulty, our Adviser Services Team can assist by calling 13 35 66, Monday to Friday from 8am to 6pm AEST. 

Yes. To access AdviserOnline, all users will require Multi-Factor Authentication. To complete this authentication, you and your registered support staff will need to have your individual mobile number and work email address recorded with us. Mobile numbers and email addresses can be provided by calling us on 13 35 66.

You’ll receive an email when AdviserOnline launches with your login details and instructions on how to sign in for the first time.

Yes.

Your support staff will require their own individual access so please ensure they are registered for AdviserOnline. You or your support staff can do this now by clicking the ‘Sign in’ button at challenger.com.au and follow the instructions to register new users.

Yes. A new InvestorOnline  will be launched for your clients at the same time the new AdviserOnline  is launched. Some of the features that will be available to your clients on InvestorOnline include:

• Online access 24/7
• Ability to easily view and update account and personal details
• Provide continuity information online
• Quickly provide paperless instructions for things such as term annuity maturities
• View or download documents such as Centrelink Schedules
• Provide consent to actions initiated by you
• New online access for recorded Powers of Attorney to view, update and provide consent.
   

If you or your client will need the support of their POA to action requests and provide online consent, we recommend that your client provides us with their POA documents.  To add a POA, find information here.

Yes, you can update your clients’ information for them. Your client will receive an email and/or SMS asking them to log into InvestorOnline and provide their consent when a change is requested by you. As mobile numbers and email addresses are used for online Multi-Factor Authentication, your client’s will need to contact us on 13 35 66 to have these updated securely.  

Yes. A new streamlined digital process for obtaining client Advice fee consent will be available from day one. You will be able to view the status of all client Advice fee consents within the dashboard giving you one handy spot to see all valid consents, expiry dates as well as reminders for consents expiring. 

Your clients and their POA (if we hold their information) will be required to set up their InvestorOnline to provide you and your staff members with digital consent. Ensure we have your clients’ up to date email address and mobile number to provide digital consent when the new portal goes live. If however, your client does not have a mobile number or email address our Adviser Services team will be able to assist you. You can contact the team on 13 35 66. 

Our communications with you, your team and clients will be moving to paperless digital delivery from launch, so it’s important that we have correct contact details for you, your support staff and your clients. If your clients don’t have an email or mobile, things such as Annual statements and maturity notices will continue to be mailed.

You can view your clients’ current recorded contact details via AdviserOnline and submit a Change of Details form (signed by the client)  via ePost. Alternatively, your client can call our  team on 13 35 66 to update their details over the phone, Monday to Friday from 8am to 6pm AEST. 

Yes. There will be a short period where you will be unable to make any changes to client accounts as we prepare to move to the new version of AdviserOnline. We will notify you of when this will happen closer to the day.

We recognise that you may have applications in progress with clients when we move to the new portal. To support this, we will have transitional arrangements in place for a period post launch. For the moment just keep using the current process.

If a fixed term annuity matures before or during the change period between portals, our Distribution  team will contact you to ensure the process is as smooth as possible. We will have transitional arrangements in place for a period post launch to cater for maturity forms.

We recognise that you may have applications in progress with clients when we move to the new portal. To support this, we will have transitional arrangements in place for a period post launch. For the moment we still encourage you to keep using the current process.

Yes. Documentation can be submitted to Challenger electronically.  
 

To find out how, please contact us.

• Step 1: Navigate to AdviserOnline
• Step 2: Click 'Reset my password'   link.
• Step 3: Enter you AdviserOnline User ID. Click the button to reset your password via email.
• Step 4: Check your email inbox for an email with the subject line 'We've reset your password'.
• Step 5: Click on the link in your email and then follow the prompts on your computer screen.
• Step 6: Choose a password and click ‘Reset password’.
• Step 7: Click 'Request code', an SMS will be sent to your nominated mobile phone number.  Enter this code into the box provided and click 'Next'.
• Step 8: Now you have set up your password, you will be able to log in to AdviserOnline by following the prompts on your computer screen.
   

• Step 1: Navigate to AdviserOnline
• Step 2: Click 'Reset my password' link.
• Step 3: Enter you AdviserOnline User ID. Click the button to reset your password via email.
• Step 4: Check your email inbox for an email with the subject line 'We've reset your password'.
• Step 5: Click on the link in your email and then follow the prompts on your computer screen.
• Step 6: Choose a password and click ‘Reset password’.
• Step 7: Click 'Request code', an SMS will be sent to your nominated mobile phone number.  Enter this code into the box provided and click 'Next'.
• Step 8: Now you have set up your password, you will be able to log in to AdviserOnline by following the prompts on your computer screen.

You can also refer to our tips for staying safe online webpage.

You can click the request code button again. If issues persist, please call us on 13 35 66.

At launch you’ll receive an automated email with instructions on how to sign in for the first time. Under your profile you can complete the required ID verification to upgrade to full access. This ID verification is only required once. 

It is important to keep your login details confidential and to comply with the conditions of access when accessing the new AdvisorOnline portal. This will help protect you and your clients to remain safe and secure online. Remember, if something doesn't look right, get in touch with us on 13 35 66 to confirm before proceeding.

You can also refer to our tips for staying safe online webpage.

We take yours and your clients’ privacy and personal information seriously. To read more about how we collect and use your personal information, visit our Privacy Policy. 

You can learn more about the guidelines we have in place for all visitors to our website, our social media pages and AdviserOnline by reading through our Conditions of use.