Problems with Interacting Investors virtual portfolio

Okay20

Hi there,

I have had a virtual research portfolio with Interactive Investors since the ‘90s. I noticed there was a big red flag on my key chain on my laptop saying that my password had been corrupted and I needed to change it. So I tried…..about 20 times, to follow the instructions and have an email sent in order to follow the instructions and change it. I wish I hadn’t now, as I can’t get into it at all with my original details and I haven’t received any email to sort it out. I have phoned ii customer advice 4 times now, and even though it still has a virtual portfolio sign in option on their webpage, they say they don’t have anything to do with it so they can’t help in any way. My huge problem is that I’ve always just checked on it now and again, casting a glance to see if my ISAs / stocks have gone up or down, and don’t remember all the investments on it, so I don’t know how to retrieve them as everything is paperless now. I know it’s stupid of me, I should have written everything down or taken a screenshot or something, but I didn’t. I have tried updating my IOS, checking ii on different browsers, leaving it 24 hours in case I have been locked out etc etc, but nothing helps. I feel like I have lost all my money as no one can help and I’m not sure how to get the lost information. Can anyone help? I’m completely stuck!

Thank you!

Exodi

Sorry perhaps I'm being daft here, but you say it's a virtual research portfolio - I interpret that to mean you haven't actually invested any money right? It's just all theoretical?

But then you go on to say:

Okay20 said:

I feel like I have lost all my money

Which makes me think I'm confused.

My first thought was if it's theoretical and you can't remember the investments in it anyway, does it matter?

Okay20

Sorry, I should have qualified that by saying they are real investments but collated in the virtual portfolio. I have contacted the ISAs that I remembered were in there, but it’s shares / ISAs that I don’t remember the exact details that I don’t know how to find now. But they are real investments collected together on a virtual spreadsheet. And I don’t have paper valuations (anymore that I can find). I just want to be able to log in again.

jimjames

If you don't actually have any investments with them then they might not be able to help if it's a service they don't support. How many ISAs do you have? Presumably there's not a very big number as the number of S&S providers from years ago is quite a small number

Okay20

Some are shares, not ISAs. I was hoping to find a way round signing in. I think for the trading account you can get a one time code. Anyway, I may be grasping at straws. I think I can contact the HMRC about previous ISAs.

Exodi

Sorry, I'm still muddy on the issue, and I wonder if others are the same as hinted by the lack of engagement on this thread.

Your responses so far haven't been the clearest.

From what I'm understanding - it is 100% a virtual portfolio - there is no cash invested into this account/portfolio (despite confusing comments like "they are real investments but they are real investments but collated in the virtual portfolio").

What there seems to be inside your virtual portfolio is the details for real accounts, that are held elsewhere.

E.g. your portfolio has several accounts named things like "Hargreave Lansdown S&S ISA Acc# 1234567890" perhaps.

I'd imagine you are using the virtual portfolio as a spreadsheet, to track all of your investments in one place without needing to log into each platform.

Now you have lost access to the virtual portfolio, you don't have the details of the various platforms/accounts you used.

But to be clear, there is no money invested in this actual account. It is effectively a notepad of account details you no longer have access to.

So to go back - you phoned II and they said "they don’t have anything to do with it", perhaps the virtual service is provided by someone else? Did you ask who you should contact to help you with your login issue?

Do you really have no idea what platforms you were invested on? Most only use a handful of ISA's at a time (you can add to the same ISA every year) - how many do you believe you had? It sounds like a lot. Likewise with GIA's. If you remember the platform, it shouldn't be too difficult to contact them to help you login, I wouldn't worry about not having paper valuations, they won't ask you for cost prices or anything like that (no-one remembers that). 

jimjames

Okay20 said:

Some are shares, not ISAs. I was hoping to find a way round signing in. I think for the trading account you can get a one time code. Anyway, I may be grasping at straws. I think I can contact the HMRC about previous ISAs.

It doesn't really matter whether share or ISAs, an ISA is only a wrapper for things like shares anyway. Even if not in an ISA shares would still be held on a platform unless in paper form and you'd therefore have that record anyway.

Okay20

Hi all,
Something has happened when I tried to change my password on my ii virtual research portfolio. It simply won’t let me back in now, and no matter how many times i follow the “forgot my password” section on their website, no email is sent. 

This is an account which I have had since the 1990’s and have occasionally added to it. I always used my thumbprint to access it. I’m completely paperless now and have no records. I know, I should have made a note or taken a screenshot. I just thought their customer service would always be able to help. My log in details are still on my iPad keychain but it won’t accept them now.
I have tried calling Interactive Investigator customer services 4 times now, but they all said they can’t help as they don’t have anything to do with the Virtual Research Portfolio section anymore. I have also cleared chreche, tried on different browsers and emails, checked my email account and even had the customer advisor fill it out from his end, but to no avail. I have investments in my portfolio (it’s just really a spreadsheet for my investments which are real), but I can’t remember them all so I don’t know how to retrieve the information I have lost. Has anyone had the same problem? Any advice would be gratefully received. Help please.

Thank you.

Okay20

The virtual portfolio is a spreadsheet. If I could remember the accounts I would contact the companies myself, which I have for some. Some are investments/shares. There aren’t a huge amount, there is only about 2 I can’t remember. I just need to find these 2 but don’t know how’s without seeing my spreadsheet. I have asked the HMRC to send me any information they have.

EthicsGradient

How far back have you checked all your email addresses for any correspondence from any platform? How far back have you checked your bank accounts for payments in or out to any investment company?

Have you tried just looking among lists of investment platforms for any names you recognise?

SiliconChip

Probably better to ask on the Savings and Investments board as people there will know more about how II operates, I'll report your post and ask for it to be moved.