Help

How to access Athora Ireland's online services

What's included in Athora Ireland's online services?

Valuation questions

Where can I find an explanation of the terminology used and how values are calculated?
What if a portfolio isn't visible?
What charges apply to the cash account?
Where do you source the prices for your funds?
Are the prices quoted bid or offer prices?
The price you've quoted is different from the price I got from the fund manager - why?

Investment questions

Where can I find the Stock Exchange Daily Official List (SEDOL) number for my client’s fund?
Can my client and buy holdings on the same day?
How do I know the status of my client’s deal instruction?
What is the cut-off time for dealing?
When will I find out the price and units purchased/sold?
Why does it show that my client’s trade is still pending?

Security questions

How secure is the site?
What if I've forgotten my password?
How should I protect my password?
What if a user leaves our company?
How do I add a new user?
What if I leave my computer on and forget to log out?

Technology questions

Why am I having problems logging on?
What browser do I need?
Why can't I see all of my screen?
Who can I contact with technical difficulties?

How to access Athora Ireland's online services

For details on how to register online, go to the login page.

What's included in Athora Ireland's online services?

Our secure online valuation service, Plan View, makes it easy for you to check on your client’s investments at any time. It lets you:

  • Access their plans at a time that suits you;
  • View valuations and summaries of their plans;
  • Check your client’s plan terms and details; and
  • Read their valuation statements.

Depending on the product your client holds, it may also let you:

  • View their cash account transactions;
  • Instruct buy/sell instructions online; and
  • View contract notes.


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Valuation questions

Where can I find an explanation of the terminology used and how values are calculated?

You can find an explanation of our terminology and calculations in our guide to valuation data.

What if a portfolio isn't visible?

If a portfolio isn't available online, you should see a message on screen stating 'This portfolio is currently unavailable'. If you see this message or if you can't see your portfolio, please email our Client Relations team at client.relations.ai@athora.com or call on 0845 6000 173 (from the UK) or on +353 1 673 8840 (outside the UK). Please note it may take a number of days for new business cases to appear online.

What charges apply to the cash account?

Please see the Policy conditions and Charges schedule for details of the charges that apply to your client’s policy.

Where do you source the prices for your funds?

Our primary source of prices is Thomson Reuters and our secondary source is Bloomberg. If automated price feeds aren't available, we would source the price manually (e.g. from the fund manager themselves).

Are the prices quoted bid or offer prices?

Our prices are bid prices where available on dual priced funds and net asset value (NAV) prices on single priced funds.

The price you've quoted is different from the price I got from the fund manager - why?

It may be that the price we've quoted and the price you've got differ because of factors such as cut-off times and the speed at which the price is made available with the relevant price vendor.

If you've any concerns or if you want more information, please call our Client Relations team on 0845 6000 173 (from the UK) or on +353 1 673 8840 (outside the UK), or email us at client.relations.ai@athora.com. Athora Ireland plc don't provide any warranty, either express or implied, as to the currency, accuracy, adequacy or quality of the information or material contained within the service and won’t accept any liability resulting from its use.


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Investment questions

Where can I find the Stock Exchange Daily Official List (SEDOL) number for my client’s fund?

The SEDOL number for any asset currently held within a portfolio is viewable on their portfolio valuation. If you need to source a SEDOL number to quote on a buy instruction, you can get them directly from the fund manager.

Can my client sell and buy holdings on the same day?

This is only possible where there’re sufficient funds within the cash account and the purchase to be placed is a monetary amount. If you want to sell one fund and with the proceeds buy another fund, we must wait for the settlement of the sale before going ahead with the purchase.

How do I know the status of my client’s deal instruction?

You can track the instruction online and if there’re any outstanding requirements, we’ll flag these in the comments section.

What's the cut-off time for dealing?

Athora Ireland will place deals within 24 hours of receipt, except in the circumstance where we require more information. Deals received after 12 noon will carry over to the next working day. Funds will have varying cut-off times for dealing. Most daily dealing funds will have a 12 noon cut-off but please check the prospectus of the fund your client is investing in for specific cut-off times.

When will I find out the price and units purchased/sold?

Where applicable, a contract note for the trade will be available online once the trade has settled.

Why does it show that my client’s trade is still pending?

This could be due to a number of factors, such as the dealing frequency of the fund, any outstanding requirements or if the purchase is reliant on the proceeds from a sale.


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Security questions

How secure is the site?

We aim to provide secure access to our site at any time for registered users only. To achieve the best level of security, we need your help. It's very important that you keep your user id and password safe and secure by following the guidelines below. You should also be aware that we can monitor your access at any time.

It's each financial adviser's responsibility to make sure that no unauthorised people have access to this service.

What if I've forgotten my password?

Please go to the adviser login page and follow the link to ‘Forgotten your password’.

How should I protect my password?

You should keep your password secure at all times as it allows direct access to your clients' portfolio details. To help us provide a secure system that only registered users can access, it's important that you keep your user id safe and secure. The following simple steps should prevent unauthorised access to your details:

  • Never write your password down.
  • Never tell anyone what your password is.
  • Never let someone else use your password or share it with anybody else.
  • Don't leave your PC unattended when connected to the service.
  • Try to avoid obvious passwords which someone could guess, for example your name or street.
  • Tell us immediately if you think someone else is using your user id and password.

What if a user leaves our company?

If a user leaves your organisation, please let our Client Relations team know immediately to remove the user's access. You can email the Client Relations team at client.relations.ai@athora.com or call 0845 6000 173 (from the UK) or +353 1 673 8840 (outside the UK).

How do I add a new user?

Each new user has to register individually at the login page.

What if I leave my computer on and forget to log out?

We've installed a timer facility that will automatically log you off the system if you haven't used it for 20 minutes. If this happens and you want to look up the site again, please follow the normal login steps.


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Technology questions

Why am I having problems logging on?

If you’ve forgotten your user id or password you won’t be able to log on to our website. Please see the section 'What if I've forgotten my password?'. It might also be because Athora Ireland are experiencing technical difficulties or undertaking essential maintenance. If you have any questions regarding access to the Athora Ireland website (for example user id or password), please email our Client Relations team at client.relations.ai@athora.com or call 0845 6000 173.

What browser do I need?

You need Mozilla Firefox V.34, Microsoft Internet Explorer 11, Google Chrome V.48 or above. If you need to update your browser, you might be able to do so free of charge by visiting www.mozilla.org/en-US/firefox/new/ or www.microsoft.com/en-us/download/internet-explorer.aspx or www.google.com/chrome/browser/.

Why can't I see all of my screen?

This might be due to your screen size not being set to the optimum setting for viewing this site. We've designed the site for a desktop screen resolution of 800 x 600 pixels. If your screen resolution is less than this then you may not be able to view all of the page without scrolling. See your Windows 'Help' facility for instructions on how to change your screen resolution. Where possible we adjust the layout to present the content more concisely if a device with a smaller screen, such as a mobile device, is being used.

Who can I contact with technical difficulties?

If you've difficulties logging on to the Athora Ireland website or have any technical queries, please call our Client Relations team on 0845 6000 173, 9am to 5:30pm weekdays (except public holidays).


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Athora Ireland plc, registered office: 2nd Floor IFSC House, Custom House Quay, Dublin, D01 R2P9, Ireland. Registered in Ireland (No.346275). Authorised by the Central Bank of Ireland and subject to limited regulation by the Financial Conduct Authority. Details about the extent of our regulation by the Financial Conduct Authority are available from us on request. www.athora.com