Frequently Asked Questions
Usernames and passwords
We have included a list of our most frequently asked questions about Usernames and passwords.
- Are passwords case-sensitive?
Yes, both dealing and login passwords are case sensitive.
- Can I change my dealing password?
You can change your dealing password when you are logged in to your account on the Dealing Password page under Account Administration. To change the password you will be asked to enter your current dealing password and choose a new dealing password using an on-screen keyboard. Your new password must be between 8 and 12 characters long and can contain numbers and letters but no special characters.
- Can I change my login password?
You will automatically be asked to change your login password the first time you access your account but you can also change it at any time from the My Logon Password page under the My Accounts menu. To change the password you will be asked to enter your current password and choose a new password using an on-screen keyboard. You can also change your password over the phone by calling us on 1 800 646 582.
Your choice of login password must be exactly 6 characters long. You can use numbers, letters or a combination of both. Login passwords are case sensitive. You cannot include any special symbols such as "@", "$" or "&". Please be aware that your telephone and online passwords are the same, so any changes to a password will be applied to both.
- How do I access my account using my password?
Account access online: You will be asked to enter 3 randomly selected characters from your Login password.
- How do I obtain my dealing password?
Call our Contact Centre on 1 800 646 582 where one of our representatives will be able to set one up straight away.
- How should I store my username and passwords?
Once we issue you with your username and passwords you are responsible for their safekeeping. Do not write these details down, store them on your computer or reveal them to anyone else. For convenience the login screen will allow you to save your username by placing a tick in the box next to 'save username' but as you will be asked for 3 random characters from your password you will not be able to save this.
- I already have an online login password, can I use the same one to access my account over the telephone?
Yes, however you will only ever be asked to provide two characters from your account password over the telephone.
- What if I lose or forget my login password?
If you have lost or forgotten your login password, call us on 1 800 646 582 and we will re-issue you with a new login password following a number of security checks. For security, it is only possible to request a new login password if an email address has previously been registered with your account. You can change your new login password online to one of your own choice from the Login Password page under the Account Administration menu. Please be aware that your telephone and online login password are the same, so any changes will be applied to both.
- What is a dealing password?
As an extra level of security whenever you place a trade or make a withdrawal online you will be asked to enter your dealing password. Your dealing password will always be different from your login password and if you don't know what it is then please call us on 1 800 646 582 and following some security checks we will issue you with a new one.
- What is my username?
Your username is your account number. You can find this on your account confirmation letter. If you do not have this letter please contact our customer services team on 1 800 646 582 and they will assist you further.
- What should I do if I get an email asking for my TD Waterhouse username and password details for verification purposes?
Do not reply to any email asking you for your username and password details even if it looks like it comes from TD Waterhouse. We will never ask you to confirm your password by email and we will only ever ask you to confirm selected characters from your password when we speak to you on the phone or you login to your account online. If you receive an email asking you to confirm your username and password details or are concerned about security then please call us on 1 800 646 582 or email phishing@tdwh.co.uk.
- What should I do if I have my username and password but can't login?
If you are unable to login then please check the following:
- If your password contains any letters they will be case sensitive.
- Check that you do not have the Caps Lock function switched on your keyboard.
- What should I do if I think somebody may have got hold of my username and login password?
If you think anyone may have your username and login password then please call us immediately on 1 800 646 582.