Adviser Online 
Technical Support  

Adviser Online currently supports two types of fees paid as lump sums.

• Fixed term advice fees (for service periods of 12 months or less)
• One-off (transactional) advice fees

Please note that Hostplus does not allow advice fees related to Ongoing Service Arrangements to be paid from a member's account.

The process typically involves the following steps:

1. The adviser initiates the fee request and submits it for the member’s consent.
2. The member reviews and accepts or rejects the fee request within five days. 
3. If accepted, the fee is deducted immediately.
4. The trustee reviews fees twice per month and approves the payments to the adviser’s licensee.
5. Any rejected fees are reversed, and the member and adviser are notified.

You will typically need:

•  A completed Adviser & Licensee Agreement. If you have not completed an agreement a copy can be found here. Please note this only needs to be completed once and is not required each time you lodge a fee.   
• For fixed-term arrangements, a copy of the agreement uploaded in Adviser Online
• A client linked via a Third Party Authority (TPA)
• Fee type (fixed term or one-off)
• Fee amount
• A valid fee consent (required under regulatory requirements)

Yes. Digital advice fee requests must align with regulatory obligations, including:

• Obtaining the member’s informed consent
• Providing clear disclosure of the services being delivered
• Ensuring consent is captured and retained in line with regulatory requirements

The typical steps include:

1. Log in to Adviser Online
2. Navigate to the member
3. Select ‘Create Fee Request’
4. Enter the fee details and required information about the services provided for the fee request
5. Confirm terms and conditions
6. Submit the request to the member for acceptance. The member has five days to accept or decline the request.

Adviser Online will not allow the submission of fee requests that do not meet the fund's rules. This includes:

• You have not previously lodged an Adviser & Licensee Agreement
• You do not have a current TPA for the member
• The member is in a Defined Benefit category
• The fee amount has exceeded the annual limits
• The member’s balance requirements are not met
• The member is under the age of 18

Hostplus will accept a hard copy of the Advice Fee Consent Form in the following circumstances: 
 

• The advice fee is for a member in a Defined Benefit category 
• The consent form is dated prior to 11 May 
• In exceptional circumstances where the digital process cannot be followed by the adviser or member (acceptance of the consent form will be at the trustee’s discretion) 

Processing times vary but are generally faster than paper-based submissions. Fees are typically processed immediately after member consent, with exceptions completed within 1–3 business days.

No. You will need to process each fee separately. The second fee can only be lodged once the member has accepted the first fee request. 

Adviser Online typically provides a Fee Status Dashboard, allowing advisers to see whether a request is:

• Pending member consent
• Approved
• Rejected
• Expired
  

Notifications are also sent for approvals or declines.

Once the fee has been deducted, payment to your Licensee will be processed as follows:

Twice per month (within a week of the 1st and 15th) a report is generated for the trustee to review all the fees deducted during the period, across both digital and manually processed fees.

Once trustee approval is obtained, the payments are completed within five business days.

In general, fees are expected to be completed within 15 business days of the 1st or the 15th of each month. For example, if a fee is accepted by a member on the 10th of April, the payment to the licensee should be expected by approximately 5th of May.

A fee request may be rejected for the following reasons:

• Non-compliant advice service (for example, an Ongoing Service Arrangement)
• Missing or invalid consent or documentation
• Client account is not eligible for fee deductions

Advisers will receive:

• A notification email
• A reason for the rejection
• Instructions on how to make corrections

No, once a member has consented to the fee arrangement and it has been deducted from the member’s account the arrangement cannot be changed.

If a member or adviser wishes to change the fee, a reversal is required.

No. As both fee types are paid as lump sums, there is no ability to cease or cancel a single transaction. The exception is where the fee has not yet been paid out, in which case it can be reversed.

• Email notifications
• Statements reflecting the change
• Renewed consent requests (for any additional fee requests)

Yes. Adviser Online uses secure authentication, encryption, and internal audit tracking to ensure:

• Client data privacy
• Regulatory compliance
• Secure transmission of fee details

Adviser Online usually provides:

• Fee status reports
• Payment history
• Rejected fees
• Client-level fee deduction history

The adviser profile has to be deleted in the admin portal and they can re-register using their unique email. Once they have completed this step they can then invite the support staff user.

No, you can switch between advisers under the one profile.

The adviser can use the re-invite button and you will get a new invitation.

Any adviser linked to your account can unlock your account, you have 5 days to log in.

No, there are no geo-blocks on Adviser Online access.

You can resolve this by "disabling the account", saving, then "enabling the account" and saving.

The support staff user will be able to see everything the adviser can see, they can generate account profiles and Centrelink schedules. They can also generate digital TPA's.

Yes, advisers can invite multiple support staff.

To use the document upload functionality, the adviser needs to be registered for Hostplus Adviser Online (AOL) and have a valid Third Party Authority (TPA) for their client. After logging into AOL, you can simply select the specific member and then choose the type of form or document that is being uploaded. When submitted, the documents are sent to our administration queues and copies of the documents will be loaded into the member’s record. This provides visibility of the adviser’s actions for the member.  

We’ve outlined a detailed step-by-step summary of how to use this tool. 

1. Navigate to the search member screen on AOL 
2. Select a member and click on ‘view’  
3. You’ll be redirected to the member screen, where you’ll see the tab ‘Document Submission’  
4. You can expand the arrow to view fields on ‘Submit Documents’ screen 
5. Select the document type from the dropdown list and select the file to be sent to Hostplus by clicking on the ‘Browse’ button. If ‘OTHER’ is selected, you will be prompted to specify the file type. 
6. Click on the upload button 
7. Upon clicking the upload button, the file is added to the grid on the ‘Submit Documents’ screen 
8. Add all documents to be sent to Hostplus by clicking on the upload button 
9. Click on the ‘Submit for Processing’ button 
10. Upon successful submission, a success confirmation should appear. You can click “OK” to upload more documents if required.

Advisers can generally submit any form and document on behalf of their Hostplus client through this function. More commonly used document types are individually listed, with ‘other’ to be used for any other document or instruction: 

• Advice Fee Consent form  
• Binding beneficiary 
• Change membership details 
• Inactive low balance account authorisation form  
• Insurance application 
• Insurance change form 
• Investment change – Pension 
• Investment change – Super 
• Lump sum withdrawal – Pension 
• Lump sum withdrawal – Super 
• Notice of intent to claim a deduction for personal super contribution 
• Pension application form (included in the Pension PDS) 
• Record of Advice  
• Rollover form (ie Transfers into Hostplus) 
• Standard choice form 
• Superannuation application form 
• Statement of Advice  
• Target market determination  
• Tax file number declaration 
• Third Party authority 
• Voluntary contribution - direct debit request 
• Other (please refer below)  

The above forms can be found on our website or via the resources page on the Adviser Portal. 

Rules:  

• This function is only available for registered advisers who are listed as current on the ASIC Financial Adviser Register
• The function is only available where the adviser has a valid TPA in place for the member.
  

At this stage, we are not accepting digitally signed documents, please ensure all documents have been personally signed by your Hostplus client. 

Original Power of Attorney documents are still required to be provided to Hostplus and posted to Hostplus, Locked Bag 5046, Parramatta, NSW, 2124.  

Only the following file types can be accepted : DOC and DOCX, HTML and HTM, ODT, PDF, XLS and XLSX, ODS, PPT and PPTX, TXT.  

Yes, we have modified our business rules to accept scanned documents that are signed by the member and uploaded through this process. We will process these forms in the usual manner.

Yes, Hostplus will generally accept any form or document related to your Hostplus client through this method, provided they have been signed by the Member. Original Power of Attorney documents are still required to be posted to Hostplus.  

Yes, forms such as applications, investment changes, lump sum withdrawal forms will be forwarded to the Pensions admin team for processing.

No, members must submit their documents based on the instructions on the specific form. The document upload functionality is only to be used by advisers using the Adviser Online portal.

Forms submitted through Adviser Online will be accepted if they are digitally signed. To verify the authenticity of these signatures, each digitally signed form must be accompanied by the relevant digital certificate as supporting evidence.

Please notify Hostplus immediately, by calling us on $(AdvicePhone) or emailing at advisers@hostplus.com.au

On successful submission, you will receive an immediate acknowledgement and the document/form will be visible under the communications tab for your Hostplus client.  

Your Hostplus client will receive any standard communications following a specific request, such as confirmation of a successful investment switch.

This error is caused by the adviser selecting a document type of “Other” and leaving the “Please specify” field blank. To rectify, the adviser should click on “OK” which will allow them to specify the document type without the need to navigate to the home screen again.

This error is caused by the adviser selecting the document type from the dropdown options and clicking on the upload button without selecting a file. To rectify, the adviser should click on “OK” which will allow them to select the file without the need to navigate to the home screen again.

This is a system error where the documents have not been successfully saved against the member’s record. To rectify, the adviser should click on “OK” which will allow them to select and upload the file without the need to navigate to the home screen again. If the problem persists, please contact our adviser support team on 1300 366 974.

This is a system error where the documents have not been successfully submitted to our administration queues. To rectify, the adviser should click on “OK” which will allow them to try submitting the documents again without the need to navigate to the home screen again. If the problem persists please contact our adviser support team on 1300 366 974.

This process is available for advisers who have registered and confirmed their access to Adviser Online. This process is not suitable for members who do not have both an email address and mobile number on record or those members who are under 18. Third party authorities for non-accumulation accounts can be lodged by an adviser, however only limited information on those accounts can be accessed through Adviser Online. We’ve outlined a detailed step-by-step summary of how to use this tool. 

• from the AOL home screen, navigate to the “add a member” screen on AOL  
• enter the member’s Hostplus member number, surname and date of birth 
• if the details match our records, and the member has both a mobile number and email address on file, you will receive an onscreen notification that your request has been successfully submitted. If the member’s details do not match or we do not hold the mobile number and email address, you will receive an onscreen notification that your request has been rejected. You can view your pending TPA requests on the AOL “search members” screen. 

After the adviser has successfully submitted the digital TPA request, the member will receive an SMS message asking them to check their email. The email sent to the member includes further information on the authority request and provides a link for them to activate the TPA. This must be done within 5 days. Once the member accepts or declines the TPA request, a final notification is sent to the member and adviser via email confirming the member’s decision.

No. When using the Digital TPA solution, you’ll no longer need to list individual names and job titles for staff members authorised to obtain client information on your behalf. Going forward, when using this option, your valid TPA will extend to include any staff member from your practice you give authority to. We also intend to expand this rule to the paper-based authority in the near future.

After the adviser has successfully submitted the digital TPA request, pending and rejected member requests can be tracked from the AOL home page. Once an authority has been accepted by your client, their details will drop off the pending list and their Hostplus account information will be made available to you.

If the member declined the request in error or does not respond within 5 days, the adviser will need to submit a new TPA request through Adviser Online, or alternatively ask the member to complete a paper authority.

When you log in to Adviser Online for the first time and you have not yet set up MFA before, you will be asked to enrol now.

Only one MFA option is required, however you may choose to enrol in multiple authenticator apps if you wish. You can choose from Okta Verify (recommended) or Google Authenticator, which can be downloaded from your App Store or Google Play. 

After you have selected Okta Verify from the MFA options, you will need to use your mobile to download the Okta Verify app from the App Store (iOS) or Google Play (Android). You can use the camera app on your mobile device to scan the appropriate QR code below to download the Okta Verify app. 

Once you have downloaded Okta Verify, open the app, press “+ Organisation”, and scan the QR code using the camera on your mobile device. 

Once you have scanned the QR code with your mobile device, this will add the account to your Okta Verify app. 

If you wish, you can now set up another MFA method or simply press “Set up later”, and you will be logged in. 

If you are unable to scan the Okta QR code, press the “Can’t scan?” link under the QR code for a URL to be sent by email or text: 

Select your preferred option to receive a URL by SMS to your mobile phone or an email to your nominated email address.

If you prefer Google Authenticator, select the set up button under Google Authenticator to add it as the MFA method. Then, go to your mobile device and download the Google Authenticator app from the Apple App Store (iOS) or Google Play (Android). 

You can use the camera app on your mobile device to scan the appropriate QR code below to download the Google Authenticator.

Note: the name of the app on the home screen is called ‘Authenticator’. Once downloaded and opened, press the plus sign at the bottom of the app and scan the QR code from the setup screen.

Select your device and scan the barcode.

Once you scan the QR code, press next and enter the 6 digit code from Google Authenticator app.

If you are unable to scan the code, select “can’t scan?” and follow the instructions. You will then need to enter your username in the Google Authenticator app:

1. in the Google Authenticator app, select + 
2. select "enter a setup key" 
3. for account, enter your email  
4. for key, enter the code provided in the link setup screen 
5. select "next" 

Click on “Forgot Password” from the login screen. Enter your adviser ID and click on “Next”. We will send you a verification link to reset your password. Please look in your inbox for the system-generated email and follow the prompts. If you have not received an email from us within a few minutes, please also check your spam/junk mail folder in case the system email has been incorrectly classified as spam. If you do find it there, you may also wish to add this address to your address book or safe senders to prevent this from happening again. If you continue to face issues or require further assistance, please see our contact details below.

If you try to register a new account and your email address or adviser ID is already in use, we will let you know. If you already have an account but have forgotten your password, you can reset it by clicking on “Forgot Password” from the login screen. If you continue to face issues or require further assistance, please see our contact details below.

Please contact us for assistance via advisersupport@linkgroup.com.au

The Okta Verify app is available from the Google Play or App Store in all countries free of charge. You may, however, need a registered email address and password for the respective app store of your choice. If you are unsure of your Apple ID or password for the App Store, please refer to support.apple.com and follow Apple’s instructions. If you are unsure of your Google account password for the Google Play store, this should be the same as you use to log in to other Google services. If you are unsure, please refer to accounts.google.com and follow Google’s instructions.

Multi-factor authentication is mandatory to help protect your clients’ accounts.

To secure your clients’ accounts from unauthorised access and fraudulent activity. We understand that this introduces an additional step for advisers. However, cyber-attacks continue to rise globally, and APRA has advised that these measures are necessary to protect your clients’ information. MFA is becoming increasingly utilised across the financial services industry, and we're keeping up with industry standards and regulatory requirements. 

The primary benefit of MFA is that it provides additional security layers that decrease the risk of the data becoming compromised. If you require assistance, please see our contact details below.

We take steps to notify you of important changes to your account. As a result, you may receive emails confirming changes made to your account. If you are the one who made these changes, you can simply ignore these emails. If you have received an email but do not recognise this activity or have a security concern, please contact us as soon as possible using our contact details below.

Please note: If you receive a phone call, SMS, or email from anyone asking you for a one-time pin, never give it to them. We will never contact you to ask for this; It will only ask when you are on our website logging into your account.

Okta Verify and Google Authenticator are free to download from the Apple and Google Play stores. Both apps are free to use and do not have in-app purchases. Please ensure you read the application you are downloading carefully to ensure you are downloading the correct app. 

Apple IOS users: You may be prompted to add a payment method to the App Store so that you can make purchases in the future. Please refer to their support page for further information. 

Android users: You may be prompted to add a payment method to the Google Play store to assist with app purchases. You can simply set this up later to download Okta Verify or Google Authenticator. Please refer to their support page for further information.