Your Account & Investments

What method can I use to make a payment?

Currently monthly and lump sum contributions can only be paid via direct debit. We are looking at introducing alternative methods of payment in the near future.

Can I increase or decrease contributions from my initial investment?

If you wish to add or reduce contributions to your investment, then you can do so via your evestor portal under the ‘Manage Payments’ section in your evestor portal.

How do I make a withdrawal?

You can request to withdraw however much you like, at any time - there is no charge for this. Simply get in touch with one of our team to request a full or partial withdrawal. We will need your customer account number and your date of birth.

Once your withdrawal request has been initiated, it will take approximately 10 working days to receive your money, however we can’t guarantee a timeframe.

Can I adjust my bank account details?

Payment details can be adjusted via your evestor portal under ‘Manage Payments’. Please note, if a payment is due to be taken within 2 working days, you will be unable to adjust details until the payment has been collected.

Why has my payment failed?

We may have attempted to collect your payment but failed to do so. We receive BACS reports which state the reason why a collection failed. It may be that the connection between us and your bank does not exist or, has been cancelled by the account holder. Please get in touch with one of our team and they will try their best to resolve your query.

When will my payment be taken?

Once you have entered your bank details, before any money can be taken, there is a five-working day period to set up the connection with your bank. The collection file is then sent two working days before the debit date. Please keep this in mind for when you select the date for your recurring payment; 1st, 8th, 15th or 22nd.

To view or adjust this date enter your evestor portal and select ‘Manage Payments’. For lump sum payments, money will automatically be taken on the next possible debit date.

How do I cancel a Direct Debit?

Payments can be stopped under ‘Manage Payments’, up to three working days before the debit date. As the collection file is sent two working days before the collection date, we will be unable to stop a payment that is due within this timeframe. If you wish to cancel your payment in this case, please get in touch with your bank.

Payment has been taken but it doesn’t appear in my portal?

Once payment has been debited, there is a five-working day clearing period before money is accepted and fund orders are sent to the market. As each fund settles, your evestor portal will update, reflecting your new fund purchases. It can take up to five working days for all funds to completely settle.

Why is my investment losing money?

Investing can be a powerful way to grow your money over the long term. As tempting as it may be, try not to focus on the day to day changes in the value of your portfolio. Significant changes are not uncommon. These are a result of global market developments and can reflect positively or negatively on your investment. Investing is a long-term game, so we recommend investing for a minimum of 5 years to ‘ride out’ these fluctuations and to allow a chance to recoup losses. If you are worried about the performance of your investment and you are in a higher risk portfolio, you may wish to consider switching to a lower risk portfolio.

How do I switch my portfolio?

If you are looking to adjust the portfolio you are invested in, please get in touch via email or chat. It takes 5 working days to sell down your current holdings and then a further 5 to purchase units in your new portfolio. Your new portfolio factsheet will then be uploaded to your document store. You can request the portfolio factsheets beforehand, so you are aware of the composition of the portfolio and its past performance.

Can I invest in more than one portfolio at a time?

Currently you can only invest in one portfolio at a time for each product. However, if you invest in more than one product you can do so. For example, an evestor S&S ISA invested in Portfolio 1, and an evestor SIPP invested in Portfolio 3.

Still got questions?

We're always happy to help, if you can't find an answer to your question you can speak to one of our dedicated support specialists via webchat.

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