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Support

My Brown Shipley
Support

Having problems logging in? Choose a topic from the menu below to access relevant information for My Brown Shipley.

To register, simply talk to your usual Brown Shipley adviser.

Please re-check that you are entering the correct:

  • Username (e.g. ES12345AB)
  • PIN code (e.g. 123456)
  • Smartcard code*

To generate a Smartcard code press the button in the bottom right corner of your Smartcard to generate a six-digit code. All six digits should be entered in the ‘Smartcard’ code field. The code is only valid for 15 seconds after which a new code will need to be generated.

* A Smartcard is always required to login via a web browser on a desktop/laptop computer. If you choose to access My Brown Shipley via our dedicated App and enable fingerprint/face ID authentication, it will only be required for initial login.

Watch our ‘How to login’ videos to help you access My Brown Shipley:

Desktop Login Guide

Mobile Login Guide

If you are still having problems logging in, please contact our Dedicated Helpline on 0800 916 6911*.

*Telephone calls may be recorded for regulatory and legal purposes. If dialling from outside the UK please dial +44 207 320 3662.

We’ve created a range of user guides and videos to help you get started with My Brown Shipley:

My Brown Shipley Detailed User Guide – Desktop

My Brown Shipley Detailed User Guide – Mobile

Watch our ‘How to login’ videos to help you access My Brown Shipley:

Desktop Login Guide

Mobile Login Guide

If you have still not found the information you are looking for, please contact our Dedicated Helpline on on 0800 916 6911*.

*Telephone calls may be recorded for regulatory and legal purposes. If dialling from outside the UK please dial +44 207 320 3662.

At Brown Shipley we are committed to keeping our clients safe online. To help protect you, below are helpful tips and security information when using My Brown Shipley, our online service.

My Brown Shipley is provided by a secure connection, you should always access My Brown Shipley via the login on the Brown Shipley homepage.

Accessing My Brown Shipley

Your Smartcard will always be required to login when accessing My Brown Shipley via a web browser on a desktop/laptop computer. If you choose to access My Brown Shipley via our dedicated App and enable fingerprint/face ID authentication, your Smartcard will only be required for your initial login. Subsequent logins via the App will always ask for your PIN code and use your fingerprint/face ID authentication to enable access.

  • It is important that you keep your Smartcard and PIN code secure at all times
  • Do not share your PIN code with anyone or write it down
  • We will never ask you to disclose your PIN code or ask you to reset it
  • If your device, Smartcard or PIN code are lost, stolen or compromised please contact our Dedicated Helpline immediately
  • We recommend changing your PIN code regularly
  • If you forget your username or PIN code please contact our Dedicated Helpline on 0800 916 6911* (Monday to Friday – 9am to 5pm) and we will be able to help you
  • Always remember to log out of My Brown Shipley. For security purposes, you will be automatically logged out after 10 minutes of inactivity. This can be extended to 30 minutes via your settings in the Client Center area within My Brown Shipley

Helping to protect you against fraud

  • Be alert to fraudulent emails claiming to be from or representing Brown Shipley. We will never email you requesting you to login to My Brown Shipley
  • We will never telephone, text or email you asking for your Security Details, or for you to login to My Brown Shipley, or for you to reset your user credentials. If you receive contact supposedly from Brown Shipley asking you to do this, please contact our Dedicated Helpline immediately
  • We will never ask you to move your portfolios or cash to another person or entity
  • To prevent fraud and protect your access to My Brown Shipley you must:
    • Notify us if a device which has access to My Brown Shipley is lost or stolen
    • Let us know as soon as possible when you change your name, address, telephone number or email
    • Never write down your Security Details
    • Never give your Security Details to anyone, including anyone who works for Brown Shipley or says they work for Brown Shipley, or a third party, even if it appears they are trying to assist you
    • Never let anyone else operate My Brown Shipley for you. If you need someone to be able to access My Brown Shipley on your behalf, please discuss this with your Brown Shipley Adviser so that this can be arranged
  • Be careful when using My Brown Shipley in public places, on public computers or with public wireless network connections
  • Install anti-virus software, anti-spyware and a firewall on your computer and mobile devices, and keep all software up to date
  • Do not click on links or download attachments in emails that you are not expecting
  • You are responsible for ensuring the security of any network or equipment used to access My Brown Shipley, which includes ensuring that such equipment remains protected at all times.

If you suspect that you have become a victim of fraud, contact Brown Shipley immediately on 0800 916 6911* or email our dedicated fraud mailbox at BSCO.fraud@brownshipley.co.uk

Further information

If you would like to find out more information about how to protect yourself against fraud, do take a look at the following websites which offer straight-forward and impartial advice to help protect you against financial fraud:

Financial Fraud UK

Take Five

Action Fraud

* Lines open Monday to Friday – 9am to 5pm. Telephone calls may be recorded for regulatory and legal purposes. If dialling from outside the UK please dial +44 207 320 3662.

If you have any questions about your My Brown Shipley account, or are experiencing problems logging in, please contact our Dedicated Helpline on 0800 916 6911* (Monday to Friday – 9am to 5pm) or by email: mbs.support@brownshipley.co.uk

*Telephone calls may be recorded for regulatory and legal purposes. If dialling from outside the UK please dial +44 207 320 3662.

Why is there no transaction history?
Unfortunately it was not possible to migrate your historic transaction data to the new My Brown Shipley. Whilst this restricts what you can view initially, over time and as your transaction history builds, you will begin to see what the new system can offer. If you require older transaction history, please contact your Brown Shipley Adviser directly and they will be able to provide this for you.

What are the ‘Other transactions’ I can see?
The last movement date on the positions you hold is shown. When you view the holding price history you will be able to see the last movement date. The reference of ‘other’ is simply because this is a migrated transaction date from the old My Brown Shipley system.

I want to see more fields?
The initial standard view has been designed to be as simple and easy to understand as possible, however based on client feedback we have now added additional fields to provide more detail. We will continue to review and improve the display based on your feedback. If you still wish to have a more detailed view of your portfolios please contact your usual Brown Shipley Adviser who will be able to assist.

On the App I can’t see the names of the portfolios?
Based on mobile screen sizes and associated security issues the mobile App does not currently display the names of portfolios. The names of portfolios are displayed on our desktop version and each portfolio has a unique portfolio number. As you become more familiar with these numbers it will become clearer which portfolio is which in the App. Please contact your usual Brown Shipley Adviser if you need any further assistance.

What are ‘Z-Groups’ and why can I see them?
If your portfolios are managed or reported on a ‘grouped’ basis, a fixed consolidation view of these portfolios will be available to access – these portfolios are prefixed with ‘ZU’. You can view your portfolios individually or by your fixed “group”. If you want to view a consolidated view of all your assets please take care and to not include your ‘Z-Group’ as this may cause a double count.

Why have you changed My Brown Shipley?
The new My Brown Shipley is considerably more powerful than previous versions and offers you a much greater insight into how your portfolios are performing. For more information on navigating My Brown Shipley please view our handy user guides above or contact our Dedicated Helpline on 0800 916 6911*.

Can I do ‘online’ payments?
The My Brown Shipley system does not currently offer the option to perform online payments, however, we are investigating this functionality and it may be available in the near future.

Why does the ‘Face/ Fingerprint ID’ feature also require my PIN?
Face and fingerprint ID make it far easier to access the My Brown Shipley App, however, for security reasons we will always ask you for 2 factor authentication when you are accessing My Brown Shipley. For more information on staying safe online please see our Online Security Section.

How to give feedback on My Brown Shipley?
We value your feedback and have already made a number of enhancements to My Brown Shipley based on client input. If you wish to offer your feedback on My Brown Shipley call us on 0800 916 6911* (Monday to Friday – 9am to 5pm) or by email: mbs.support@brownshipley.co.uk.

*Telephone (lines open Monday to Friday – 9am to 5pm) calls may be recorded for regulatory and legal purposes. If dialling from outside the UK please dial +44 207 320 3662.

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