1. Logging in
IMPORTANT INFORMATION ABOUT YOUR USER ID AND PASSWORD
- Your user ID is an 8 digit number that will start with a ‘0’ and will never change.
- After inputting your user ID you will be prompted to enter your password which must be between 9-32 characters, and must contain at least one capital letter, one number and one special character.
- Remember that your password is case-sensitive - it is important to type it in correctly each time.
- To be able to login for the first time we will send you an e-mail with a one-time link which will introduce you to the system. Upon entry into the system, you will be prompted to setup a new password and set up your security questions.
Setting up your security questions
You will be given an option to select three security questions from a list of ten questions - you must provide a unique answer for each of the questions that you choose.
If you have not yet migrated to two-factor authentication you will be required to answer one of the questions each time you sign in to Client Access until two-factor authentication is live on your account. On an ongoing basis, the Security Questions can be used as a backup if you forget your password and need to reset your password or unlock your account.
Remember that your security question answer is case sensitive - it is important to type it in correctly each time.
TROUBLESHOOTING TIPS
Q. How many attempts do I have to set up my security questions?
A. You will have three attempts to set up your questions correctly before the feature is locked. If your account is locked whilst setting up security questions, you will need to contact your Wealth Manager or Raymond James Client Support on +44 (0)20 3798 3500 or e-mail RJISClientSupport@RaymondJames.com.
Q. My security answer is not being accepted, why is this?
- A. Your security answers are case sensitive - some computers automatically insert a capital letter on the first letter so watch out for this when initially setting up your security answers.
- A. Your security answer should be one word with no spaces - if your answer is two words then you should remove the space in between, for example: What is your place of birth? SherwoodForest.
Q. Can I reset my own security questions?
A. If you cannot remember the answers to your security questions you will need to contact your Wealth Manager or Raymond James Client Support for them to reset your security questions.
Two-factor Authentication
Rather than logging in with your password and answering a security question, we are migrating to two-factor authentication in order to further safeguard your data, while simplifying the login process.
If you haven’t already received an e-mail notification to say you are being migrated, please continue to log in as usual and you will be contacted when we are ready to migrate your account.
Two-factor authentication means you log in with your password and a randomly generated security code. This security code is sent to either your mobile telephone or landline in order to validate your identity. You have the ability to select which of the telephone numbers on file you would like this sent to. If it is sent to a mobile telephone the code will be sent in a SMS text message. If a landline is selected, you will receive an automated call reciting the code.
You will be required to enter this security code during the login process and no longer be asked to answer your security question.
TROUBLESHOOTING TIPS
Q. Why I haven’t received a security code on my phone?
A. If you have registered a mobile telephone, you should receive a text message with a verification code. Please make sure your mobile device has a signal, and your service plan and mobile device supports text message delivery.
A. If you have registered a landline telephone, you should expect a telephone call with a verification code spoken to you. However before the code is played you will first be asked to press a number to continue, so that your code does not accidentally divert to your voicemail.
Q. How many attempts do I have to enter my code?
A. You have three attempts to enter your code correctly before the feature is locked. If your account is locked whilst entering code, please contact your Wealth Manager or Raymond James Client Support on +44 (0)20 3798 3500 or e-mail RJISClientSupport@RaymondJames.com.
Q. Do I have to complete two-factor authentication each time I log in?
A. After you log-in using two-factor authentication you have the opportunity to select ‘Save this device’ by placing a tick in a box. By ticking the box you won’t have to sign in using two-factor authentication on every login attempt. The system will remember you for 30 days, provided that you use the same web browser and device, such as computer, tablet or phone. If you do use a different web browser or device within the 30 days, you will be prompted to complete two-factor authentication again.
Q. I can’t use two-factor authentication because you don’t have my telephone number. What should I do?
A. Please be aware that if we do not have your phone number in Client Access or if you need to update a phone number, you should contact your Wealth Management Office who will take the instruction from you in the appropriate manner. For security purposes Raymond James Head Office will not take these instructions directly from yourselves.
Changing your password
Once you are successfully logged in to your account, you will be able to reset your password.
Click on the grey box where your name appears, in the top right corner of the screen, and select ‘Change Password’ from the dropdown menu.
Prior to setting up a new password you will need to either, answer a security question or enter a security code. Following successful authentication you will be asked to enter your new password twice.
PASSWORD REQUIREMENTS
- Password must contain between 9-32 characters
- Password must contain at least one upper case letter
- Password must contain at least one number
- Password must contain at least one special character
Logging out of your account
For security reasons it is strongly recommended that you always log out when you have completed your session.
On desktop devices, select your name at the top right of the screen, and select "Sign Out".
On mobile devices, click on the "hamburger menu": 
and select "Sign Out".
This will close your session and prevent anyone from accessing your account details after you leave your computer.
TROUBLESHOOTING TIPS
Q. What happens if I forget to log off?
A. If your computer is inactive for longer than ten minutes, a ‘time out’ facility will be triggered that will automatically log you out, requiring you to log in to a new session if you wish to continue using the website.
This is to help protect you and your account against unauthorised access. See Security below for further information regarding Client Access protection.
Q. Can I access Client Access from abroad, my work computer or a Cyber Cafe?
A. Yes, you can. Client Access can be accessed via the internet from anywhere in the world using the URL https://clientaccess.rjis.co.uk/ and your unique user name and password. If you cannot remember your password, please contact your Wealth Manager. If you're using a public computer, it's important to remember to log out when you've finished using the website.
2. Financial Information
WHEN IS PRICING RELATED DATA UPDATED AND WHAT IS THE VALUATION POINT?
Pricing related data is updated within Client Access each business day, typically by 9am GMT and prices are quoted as at the close of business on the valuation date. If the valuation date falls on a non -business day, the prices quoted will be those as at the close of business on the last business day before the valuation date.
UK quoted securities are valued at the mid -market price quoted on the London Stock Exchange or at their net asset value (NAV).
Overseas securities are valued in GBP at their mid -market price or last traded price on the relevant Stock Exchange as obtained from Interactive Data.
Collective Investment Schemes that price on the basis of a bid/offer spread are valued at the middle of the prices prevailing on the valuation date.
Collective Investment Schemes that operate on a single price basis are valued at the NAV price prevailing on the valuation date.
Unquoted securities are valued at prices obtained from accredited sources, which can be supplied upon request.
3. My View
TROUBLESHOOTING TIPS
Q. Are the viewer screens customisable?
A. No. The screens have been designed to provide the optimum user experience and accessibility for the widest range of users.
Q. Can I sort the columns in Client Access?
A. Yes, you can. Account information is displayed in a default order. To sort the data in ascending or descending order, click the column headings. An up or down arrow will display in the column indicating the direction the column is sorted.
4. Security
SECURE SESSIONS
When you log in to Client Access you are in a secure session. You know you are in a secure session if the URL address begins with https:// or a padlock symbol appears either at the top or bottom of your browser.
Q. Why is there an image of a padlock on the lower end of my webpage?
A. The lock signifies that the connection is secure and that data transmitted has been encrypted.
ENCRYPTION
Secure Socket Layer (SSL) technology is used within a Client Access session to encrypt information before it leaves your computer. This ensures that no one else can read it. Encryption converts your data into an encoded form before it is sent over the Internet which stops any unauthorised users from reading the information. We use 128 -bit SSL Encryption, which is accepted as the industry standard.
For more information on SSL and certificates please see the Microsoft® Internet Explorer help pages at https://support.microsoft.com/ or the Mozilla Firefox support pages on https://support.mozilla.com/ .
SESSION TIME-OUT
If you forget to sign off Client Access, or if your computer remains inactive for more than ten minutes at any one time, you will be automatically logged off and will be required to return to the log in page to access your accounts.
TROUBLESHOOTING TIPS
Q. What is a cookie?
A. A cookie is a piece of tracking information sent to your computer when you access a website. Cookies are used to help track your session and verify that you are who you say you are while you are logged in. If you have problems logging in to the website, you should check that cookies are enabled in your web browser.
Q. Why do we use Captcha security verification?
A. To protect against unauthorised access attempts, if you get your username or password wrong on the first login attempt, we ask that you type a security the code before we provide you access to your accounts.
Q. How does Captcha security verification work?
A. If you don't see an image made up of letters and numbers, make sure your browser is set to display images and try again. If you're not sure what the combination is, make your best guess. If you're incorrect, you'll get another chance to enter a different combination on the next screen or you can reload the image to display a new combination.
5. Technical
Q. Does Client Access support my browser?
A. Client Access is accessible at https://clientaccess.rjis.co.uk/ wherever you have access to the Internet via a PC, Linux or Mac computer with one of the following fully supported browsers:
Q. Can I access the site on my mobile device?
A. Yes you can. Please refer to the Accessibility section on the Help drop down for further information.
Q. Can I download an App from the App Store?
A. The App in the App Store is for Raymond James investors based in the United States of America and you will not be able to use it to access your UK account. Instead we are able to offer a favicon on your phone's home screen, which makes Client Access easily accessible just like an App. Please click here for instructions on how to add.
6. Frequently asked questions and top tips
To avoid becoming locked out of your account, we encourage you to manually enter your password and security answers, and delete anything that is pre-populated as this could pull through an out of date entry.
All answers are case-sensitive.
If you get your password wrong, you will be presented with a ‘Captcha’ security image item– you will need to enter this along with your password, remember that this is also case sensitive
Keep your answers succinct and ideally to one simple and memorable word.
If you request a password reset from your Wealth Manager or Client Support, you will receive an email within 10 minutes – if you do not see this email in your inbox, please check your junk mail.
Password information will be sent to the primary email address that Raymond James has on file for your account.
Session time-out: If you forget to sign out from Client Access, or if your computer remains inactive for more than ten minutes at any one time, you will be automatically logged out and will be required to log back in to access your accounts.
Please contact your Wealth Manager or Raymond James Client Support if you require any assistance on +44 (0)20 3798 3500 or RJISClientSupport@RaymondJames.com