Prudential ISA Online Support

Our new ISA online service is now live

Real time tracking of applications, bulk valuation downloads and up to date details of your client’s ISA including; valuation, transactions and documents all at the click of a button.

Your existing Prudential ISA On-line Services login details are all you need to access the new service. If you don’t have login details read the FAQ below.

FAQ

How do I get access to the new online services?

If you’ve accessed Prudential ISA online services previously, you’ll be able to use your existing log in details to access our new site. If your password has expired, you can immediately reset and access the new system.

If you haven’t used our Prudential ISA online services before but have an active agency number, please contact LINK directly on 0344 335 8936 (option 1, option 1). They will then arrange for registration emails to be sent to you.

If you’ve not carried out business with Prudential or Link before, you’ll need to go through the standard set up process. Just send an email to Electronic.Dealing@linkgroup.co.uk providing your adviser details (also requesting access to the new online service). 

I’ve not received my emails so cannot register for my account. Can these be re-sent?

Yes of course, contact Customer Services at Link on 0344 335 8936 (option 1, then 1 again).    

My client has not received their emails. Can these be re-sent?

Yes of course, contact Customer Services at Link on 0344 335 8936 (option 1, then 1 again).    

I’ve forgotten my password or memorable word. What do I do?

If you can’t remember your password or memorable word select the “Forgotten your password?” or “Forgotten your memorable word” link on the Login Welcome page.  You will be asked for your email address. Upon submitting this information, you will be sent an email containing a link to reset your details.

Can I share an email address with somebody else to register for an account?

No. In order to use the online service, each user must have an individual, unique email address.    

My client doesn’t have an email address. Can I use my own (adviser) email address for their details?

No. Your client will need set up their own email address. As the Prudential ISA is a digital service and we’ll no longer be sending correspondence to customers via post, it’s important we have an email address for your client to inform them when they have important documents to review.    

How do I get a valuation report for my client?

Select your client from your dashboard and you’ll be presented with details of their holdings and value. There’s also an option to bulk download your clients details. This produces an excel csv file showing for each investment held by your client in their Prudential ISA;

  • The units/shares, unit/share price and value of each investment held,
  • The investments (subscriptions) paid into each investment held in the current tax year (i.e. tax year the file is downloaded),
  • The total investments (subscriptions) made, and
  • The total withdrawals taken.

I currently have in-flight applications on the existing system. What will happen to these? How do I complete these applications?

In-flight applications will not be affected by the new online service. These will still be processed as normal and you will be able to monitor these on the existing system.

Is there anything I can’t process on the new online service?

Yes. If the application you wish to process includes any of the following you’ll have to continue using the relevant paper application process.

Use the Prudential ISA Application Form if;

  • The application will include a payment as a gift from a third party as part of a new ISA application or a top-up to an existing client’s ISA
  • Your Client has a Power of Attorney in place
  • Your client has had a deputy appointed by the Court of Protection
  • Your Client is currently living outside of the UK

Use the Switching from an OEIC into an ISA Form if;

  • Your client has an LFS OEIC and wishes to sell some or all of those holdings and pay them into their Prudential ISA.

Use the following form(s) for Additional Permitted Subscriptions (APS)

Additional FAQ

For more questions covering some more technical aspects of the system as well as information about client notifications see our additional FAQ document.

Videos

To assist with the new online service we present our videos to walk you through all the new elements.

Key documents

Some of the documents for The Prudential ISA, such as application forms, servicing forms and fund information documents, are only available on the Link Financial website.

Want to know more about our new online service?

Find out all about the features and benefits of using our new service.

Visit

"Prudential" is a trading name of Prudential Distribution Limited. Prudential Distribution Limited is registered in Scotland. Registered Office at Craigforth, Stirling FK9 4UE. Registered number SC212640. Authorised and regulated by the Financial Conduct Authority. Prudential Distribution Limited is part of the same corporate group as the Prudential Assurance Company. The Prudential Assurance Company and Prudential Distribution Limited are direct/indirect subsidiaries of M&G plc, a company incorporated in the United Kingdom. These companies are not affiliated in any manner with Prudential Financial, Inc, a company whose principal place of business is in the United States of America or Prudential plc, an international group incorporated in the United Kingdom.