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Would you like help registering for or using your intermediary account?

Read our answers to your frequently asked questions to help you get your accounts up and running.

Intermediary workshop

My organisation isn't listed. What do I do?

Please click the ‘I can't find my organisation’ button, fill in the 'Request a new organisation' form and click 'continue'. You will then be asked to add branch details, if applicable. Turn2us will need to approve your organisation before you and any other intermediaries connected to your organisation can register for a Turn2us intermediary account. You will be contacted to confirm the Organisation has been successfully set up within seven working days.

Should I register as a branch or an organisation?

The organisation is the main office of the charity/company that operates independently. Branches may be a separate office, department, team or scheme within an organisation. Some charities have independent offices, such as Citizens Advice bureaux. If you operate like this, please register as an organisation and select 'My organisation does not have branches' where applicable. If your organisation does not have branches, please select 'My organisation does not have branches' where necessary while registering.

My email address has already been used to register. What do I do?

If you have registered for an individual account using the email address you would like to use for your intermediary account, please contact us to change the details. You will not be able to use the same email for both accounts.

If you’ve already registered but are having trouble logging in?

  • Check your 'spam' and 'junk' mail folders and then use the ‘forgotten username or password’ button to generate a new one
  • Be aware you need to register your organisation first and then your own account to it
  • Check your email address exactly matches the one you registered with
  • Give your registration request up to a week to be processed.

If you’ve already registered but are having trouble logging in?

You might benefit from one of our intermediary workshops. These are held across the UK and in them we train intermediaries in how to use our tools and website to help support people in financial need.

Please see our Intermediaries Workshops page for more information or to book a session.