Online Portal Support (2024)

• Online applications for new and existing investors;
• Access to client documentation including contract notes, quarterly valuation statements and annual tax reports;
• Ability to run ad hoc valuation, cash and transaction statements for your clients;
• Access to information about adviser fees, including remittance advice; and
• Secure management of information we hold for you and your clients, with the ability to submit data updates electronically.

If you are an adviser writing business for TIME:Advance or TIME:AIM with us for the first time, you will automatically be sent a registration email once we enter your details into our system.

If you have previously written business with us, you should have already been sent an email inviting you to register. However, for security, registration emails expire after seven days, so please give us acall on0345 600 1213 or email enquiries@time-investments and we will be happy to reissue this for you.

If you are submitting an application to us via email or by post and an email address has been provided, then you, your client, and any attorneys or trustees, will automatically be registered for access to the secure online portal. Once your client is invested, you will be able to view information on their investments, including any reports issued by us.

If you have forgotten your password, you can arrange for it to be reset by clicking the I have forgotten my password link on the portal login page at portal.time-investments.com. Once submitted, you will receive a password reset email to your registered email address. Please follow the instructions contained within the email to re-enable access.

If you need further assistance, please contact our dedicated Client Services Team who will be more than happy to help.

To arrange additional access for members of your firm, we kindly ask that you or your team contact our dedicated Client Services Team on 0345 600 1213 or by emailing enquiries@time-investments.com.

To enable access, we kindly ask for the user’s full name, email address, and confirmation of whether they should be set up for access to all clients of your firm or to clients of specific advisers only. In the interest of data security, we will undertake a call-back to your office before we finalise the registration.

Currently only a financial adviser’s access can be used to submit an application form and this is not available to other users, such as other members of staff at the firm.

Once you have been registered for access to the secure online portal, you will immediately be able to initiate an application for your client. To start an application, please navigate to the Pending Applications area of the portal by clicking the New & Draft Applications button on the left toolbar. Within the Pending Applications area you will be able to:

• Start and complete a new application form;
• Edit pending applications before they are submitted;
• Track the status of your client’s pending applications; and
• Submit the completed application form to TIME Investments.

1. Completing a New Application

To start a new application form please access the Pending Applications area of your secure online portal by clicking the New & Draft Applications button on the left toolbar. To commence, please click the Start Application button under the relevant application form and proceed by clicking Create Application on the window that follows. This will open a template application form.

Within the form you can use section 6. Identity Verification Confirmation to provide verification of identity for a private individual. If completed for all investors and any connected persons, no additional identity verification documentation will usually be required.

To sign the application form, please first review the Adviser Agreement and Services Guide under section 7. Adviser Agreement and Signature. Once you have clicked the relevant buttons to open and review the documents, please click the checkbox to sign the application and confirm you accept the terms and conditions.

At any point you can save your progress by clicking the Save Progress at the bottom of the application form, allowing you to return to the application at a later date. Once you have completed and signed the application form you can take steps to arrange for your client to sign the application either (i) electronically via text or email or (ii) by printing a copy of the application.

i. Arranging your client’s signature electronically via text or email

For ease, your clients are able to review and sign the application form electronically. You can arrange a copy of the application form to be sent to your clients via text or email by clicking the Send to Investor Electronically for Signing button at the bottom of the completed form and then selecting Email Form to Investor, Text Form to Investor or you can select both.

Clicking these buttons will send an email or an SMS to the investor’s email address or mobile phone number you provided within the application form. For your reference, please find an example of the communication your clients will receive below:

Email including a weblink to the application form for electronic signing

Text message including a weblink to the application form for electronic signing

To sign the application your client will be required to review the Services Guide and Investor Agreement under section 8. Investor Agreement and Signature. Once they have clicked the relevant buttons to open and review the documents, they can then click the checkbox to sign the application and confirm they accept the terms and conditions. Once signed they are able to proceed by clicking Submit Application.

You will receive a notification email each time the application form is signed. Before you are able to submit the application to TIME, the form must be signed as per the below:

• Single Investors: must be signed by the client before it can be submitted to TIME by the adviser
• Joint Investors: both clients must sign the application form before it can be submitted to TIME by you
• Investors with Attorneys who have been appointed Jointly and Severally: when you complete the application form, you will be requested to indicate which attorney(s) should sign the application. Whoever you indicate will then need to sign electronically before the application can be submitted to TIME by you
• Investors with Attorneys who have been appointed Jointly: all attorneys must sign the application form before the application can be submitted to TIME by you
• Trust Investors: when you complete the application form, you will be requested to indicate which trustee(s) should sign the application. Whoever you indicate will then need to sign electronically before the application can be submitted to TIME by you

Once the application has been fully signed, please access the pending application by clicking the New & Draft Applications button. Locate the relevant application and click Edit, once within the digital application form click Submit Application. This will submit the application to TIME for processing, on submission you and your client will receive confirmation of receipt.

ii. Printing the application form and arranging an original signature

If your client would prefer to review and sign a physical copy of the application, we kindly ask that you click the Print a copy for signing button located at the bottom of the digital application. You can then click Finish and Print to generate a printable version of the form.

Once you have arranged for your client to sign the application, we kindly ask that you submit a copy of the form as a digital scan or as a high-quality digital photograph captured using a smartphone or other device. To submit a scanned copy of the application form to TIME, please access your secure online portal and click the New & Draft Application button on the left toolbar. Locate the relevant application and click Edit, within the digital copy of the application you should first click Print a copy for signing followed by Upload Scanned Copy.

Within the window that follows you will be able to locate the scanned copy of your client’s signed application from your personal computer by clicking Choose file, once selected please click Upload. This will submit the application to TIME for processing and on submission you and your client will receive email confirmation of receipt.

2. Managing your pending electronic application forms via the secure online portal

In addition to receiving an email notification when the application form is signed by your client, you can also view the status of each of your client’s pending digital applications. To view the status of your client’s application please click the New & Draft Applications button on the left toolbar of your secure online portal, once accessed you can view the status under the Investor Sign Off column.

The Pending Applications area of the secure online portal showing the current status of your client’s pending applications with TIME

3. Providing supporting documents

Any supporting documents which we require alongside the application form such as the Power of Attorney, Identity Verification documents (where the Identity Verification Confirmation has not been completed) or Trust Deed should be submitted to us via your secure online portal. Copies of documents can be sent as digital scans or as high-quality digital photographs captured using a smartphone or other device. These do not need to be certified.

Supporting documents should be uploaded to the Documents tab, found on the top toolbar of the main area of your secure online portal. To upload a document simply click Home and access the Documents tab. From here you can drag and drop your supporting documents into designated upload area and then pressing the Upload button. Once uploaded, we kindly ask that you provide a brief description of the document which will appear on the left half of your screen.

You do not need to call us to confirm you have shared a new document as the team will be notified automatically.

The Documents area of the secure online where you can share with us supporting documents relating to your client’s application

For your convenience, when preparing a top-up application for an existing investor, your client’s details will be pre-populated with the information we hold for them on our systems. Unfortunately, these fields are not currently editable by you or your client during the application process.

However, you are able to edit your client’s details from within the portal. Please refer to ‘How can I manage the information you hold for my client?’ within this guide for further details.

If the email address or mobile number needs updating and you wish for the client to sign electronically, please call us on 0345 600 1213 so we can update this urgently for you before you proceed with a new application form.

For your convenience, when preparing an application, your details will be pre-populated with the information we hold for you on our systems. Unfortunately, these fields are not currently editable by you. However, under the Adviser Details section of the digital application, the final question requests ‘Please review the details we hold on file for you. Would you like to make any changes?’. If you select Yes, a freetext box is available for you to indicate which details should be updated.

However, you can also edit some of your own details within the portal. Please refer to ‘How can I manage the information you hold about me?’ within this guide for further details.

Upon submission, our dedicated Client Services Team will review the application and onboard your client to our system. The digital application will be moved from the Pending Applications area of your secure online portal to the Submitted Applications area, which is accessible by clicking the Submitted Applications tab on your Home page.

The Submitted Applications area of your online portal will list all submitted but not yet dealt applications. Here you will be able to view the application and monitor its status:

Once dealt, your client’s application will be removed from Submitted Applications page and your client’s details, including portfolio and subscription information, will be viewable within the Investors tab.

Once your client has been dealt into the service you will be able to access an overview of their current holdings. To access more details on your client, please click the Investorstab within your online portal’s Home page. Once accessed, please select the client you would like to view by clicking their name.

The Investors tab where you can view all your clients including an overview of their portfolio

Once within your client’s profile, you can view the details we hold on our system for them, including your client’s portfolio information. Under Connected Personsyou can also see details of any individuals, such as an Attorney, who has access to the client’s account.

Your client’s profile page including the information we hold on our system for them including information on their portfolio holdings

Within your client’s profile, accessible by clicking the Investors tab followed by selecting their name, you can view a detailed breakdown of your client’s TIME:Advance portfolios, including any share and cash transactions. To access this information simply click the arrows on the left to expand each section (under Current Positions, Investment History and Account) to view the additional information available, please find an example below:

Your client’s profile page including the information we hold on our system for them including information on their portfolio holdings

Please note: At this time, for client portfolios invested into TIME:AIM and TIME:AIM ISA, you are be able to see the portfolio overview and the current positions but not any transactions. If you require this information, please contact our dedicated Client Services Team on 0345 600 1213 or by emailing enquiries@time-investments.com.

Within your secure online portal, you can view all your clients’ reports including:

• Welcome letters;
• Subscription and Redemption Contract Notes, including details of any Regular Withdrawals;
• Quarterly Valuation Statements;
• Annual Tax Reports; and
• Annual Cost and Charges Statements.

To view these please click the Investor Reports tab, accessible from your online portal’s Home page.

Yes, for TIME:Advance you are able to generate and download a current or back dated valuation statement of your client’s holdings. To prepare a valuation statement, please access the Investors tab of your secure online portal and click the Adobe PDF icon displayed under the client’s name as shown below.

In the window that follows simply choose the valuation date and click Create. Once generated please click Download your pdf to view your client’s valuation statement.

Please note: At this time, this functionality is not available for TIME:AIM or TIME:AIM ISA but we are working on this.

Through your online portal you can securely submit data update requests to us electronically. Within the online portal you can amend the following client details:

• Their name, including Title, Forename and Surname;
• Their contact details, including Email address, Correspondence address, Telephone Number and Mobile Number;
• Other information, including the client’s Date of Birth and National Insurance Number.

To review and amend these details please access your client’s information by clicking the Investor tab on your Home page. Select the relevant investor’s name and access the Edit Details tab. Here you will be able to view and, where required, amend the details held on our systems. Once updated please click the Request Update button as shown below.

Our dedicated Client Services Team will be notified of your request and will then review this in line with our data security procedures. Once confirmed, you will receive an email notification that the requested update has been actioned.

Please note: At this time, for joint clients you cannot edit their Date of Birth and National Insurance Number. Please call us on 0345 600 1213 or email enquiries@time-investments.com to request these changes.

Through your online portal you can securely submit data updates to us electronically. On the online portal you can amend the following details:

• Your name including Title, Forename and Surname;
• Your contact details including Email address, Landline Number and Mobile Number;
• Your position at your Firm.

To review and amend these details please access the Edit Details tab on your Home page, once you have updated the required fields please click the Request Update button to submit the changes to TIME. You will note any information held at a firm level, including the Firm Name, Account Details, LEI Number and Address are not editable within the portal. If any of this information should be changed, we kindly ask that you contact our dedicated Client Services Team on 0345 600 1213 or by email at enquiries@time-investments.com.

Any ad-hoc documents or reports a member of our Client Services Team have made available to you via your secure online portal will be accessible within the Documents tab of your Home page. When we do this you will receive an email letting you know that a new document has been shared with you.

If you don’t see the document for any reason, please call us on 0345 600 1213 or email enquiries@time-investments.com

To view and download details of your initial and ongoing adviser charges, please click the View Adviser Charge Transactions button located within the Investors tab.

By default, all adviser charges will be shown when you access the Adviser Charge Transactions window. You can use the type and date filters given to edit the list. You can download a statement of the displayed charges by clicking the Download PDF Statement button located at the bottom of the list.

Only paid charges will be shown.