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Intermediary accounts: Need help with registering or logging in?

You may find it helpful to read the section below.

Intermediaries: Frequently Asked Questions (FAQs)

I haven't received my login details. What do I do?

  1. Check your 'spam' and 'junk' mail folders and then use the ‘forgotten username or password’ button to generate a new one

  2. Be aware you need to register your organisation first and then your own account to it

  3. Check your email address exactly matches the one you registered with

  4. Give your registration request up to a week to be processed.

If you have gone through the steps above and still have no login details, email our Training Co-ordinator.

More information about our intermediary accounts can be found in our Intermediaries User Guide.

What is a verified intermediary?

There are two levels of intermediary user for Turn2us intermediary accounts:

  • Standard intermediary: who can access only their own clients, enquiries and benefit calculations. This is the type of user you will be when you first register.

  • Verified intermediary: who can access clients, enquiries and benefit calculations of any member of staff or volunteer from their organisation/branch. You become this type once someone from your organisation who is already 'verified' approves your account. They will be sent an automatic request to do this when you register. If you are the first intermediary who registers for a newly created organisation, you will automatically become a verified user.

Why is my colleague being asked to verify my account?

The first person from your organisation who registers for a Turn2us intermediary account will be automatically verified. They will then be responsible for verifying a colleague who subsequently registers for an account.

Once there is more than one verified intermediary from your organisation, all verified intermediaries will receive a notification when a new user from your organisation registers for a Turn2us account. This will ask them to verify that the person is who they say they are and is a member of staff/volunteer with the organisation.  It only requires one verified user to do this and the new user then becomes 'verified'.

The only way to stop these notifications is to 'unverify' an account.

If you or someone else from your organisation would like an account to be 'unverified', email our Training Co-ordinator. Please be aware that 'unverified users' will no longer have access to client cases from across your organisation or branch. However, they will still be able to view records they have created.

More information about our intermediary accounts can be found in our Intermediaries User Guide.


 

What should I do if I don't receive my login details before I attend a workshop?

We will provide you with a temporary account to use in the workshop.

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.

For instance, Save the Children UK's main office would be the organisation and the local offices it has around the country would be the branches as they operate according to the main office polices and procedures.

Citizens Advice bureaux and similar organisations that have independent offices

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.  

For example, Brentwood Citizens Advice bureau would be the organisation rather than Citizens Advice.

If your organisation does not have branches

Put your office as the organisation and select 'My organisation does not have branches' where necessary while registering.

For instance, a school would not have branches

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

If your organisation isn't listed, please click the ‘I can't find my organisation’ button and fill in the 'Request a new organisation' form that appears and click 'continue'. A form asking you to add branch details on the form will then appear. Branches may be a separate office, department, team or scheme with an organisation. Fill this in and click 'Continue'.

Once this information submitted, Turn2us will need to verify and approve your organisation before you and any other intermediaries connected to your organisation can register for a Turn2us intermediary account.

A representative from Turn2us will contact you to confirm the Organisation has been successfully set up within seven working days.

More information about our intermediary accounts can be found in our Intermediaries User Guide.

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

You can only use an email address for one account.

If you have registered for an individual's Turn2us account using the email address you would like to use for your intermediary's account or you want to use an organisational email account (such as info@xxx or support@xxx) that someone else has already used, please email our Training Co-ordinator.

How many people can use one intermediary account?

We recommend that each person from an organisation has their own intermediary account.

  • Only one person can log into an account at a time so multiple users would not all be able to use the tools at the same time
  • There will be no audit trail on who does what if several people use the same account
  • If one person changes the password, the rest of the group will be locked out.

More information about our intermediary accounts can be found in our Intermediaries User Guide.

I'm struggling to use the Turn2us tools/my account. What help is available?

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.

See our Intermediaries Workshops page for more information or to book a session

More information about our intermediary accounts can be found in our Intermediaries User Guide.

I want to know more about your data protection policies.

All personal details are held in the strictest confidence and in line with our Turn2us Website Privacy Policy.

How do I delete my account?

You can delete your account by logging into your account, hovering over 'My Turn2us' on the menu bar at the top and selecting 'Update your details' on the navigation bar that appears below it.

Scroll down to the bottom of the page until you find 'Request a change' section. Select 'Delete your account', fill in the form that appears and click 'Delete.