Unbiased Help Center

Back to home

Unbiased Help Center

I'm a professional adviser

I'm a professional adviser

About Unbiased, profile help, enquiries, subscriptions, and refunds

About Unbiased

Professional Terms of Use

What payment methods are accepted by Unbiased?

Unbiased subscription prices

What new features have you introduced?

What are additional locations?

Are enquiry leads exclusive to me?

What is an Unbiased profile? 

Who can join Unbiased?

Who are Unbiased?

What are the conversion tools?

How many enquiry leads can I expect? 

Unhappy about something?

See more

Getting Started

How much are additional locations?

What new features have you introduced?

What happens if I get no leads in a month, do I get a refund? 

What are the conversion tools?

What are additional locations? 

Can I apply filters to only receive the clients I want?

How do I create an account?

See more

My Unbiased Profile

How do I update my company info?

How do I select my client criteria?

How do I add photos?

How do I remove people from my profile?

How do I add social links?

How does my profile work?

How do I add my colleagues to my profile?

See more

Boosting Your Profile

How do I check my profile?

What are special offers?

How do I add client recommendations?

How do I boost my profile's performance?

How do I add special offers?

How do I add/ manage additional locations?

See more

Managing My Account

How to update the email address for enquiry notifications

Making payments securer using Strong Customer Authentication (SCA)

Managing Adviser Profiles FAQs

How to Manage (Company-Level) Adviser Profiles

Moving Adviser Profiles to the Company Level

Does Unbiased have a mobile app?

How to update your matching postcode?

Trouble logging into your Unbiased account?

How to can I unsubscribe from emails?

Can I delete/deactivate my listing?

How do I get in touch with Unbiased?

Can I pause receiving enquiries and/or paying my subscription?

Changes to the minimum value settings

How do I change my email address?

How does the Response rating work?

What is the Response Rating?

How do I change my subscription plan?

How do I cancel my subscription?

How do I add permissions to my account?

How do I update my payment details?

See more

Enquiries

Enquiry pricing and credits FAQs

Enquiry Pricing

What happens when I accept a lead?

How long do I have to accept an enquiry?

Uncontactable Enquiry Lead?

What happens when a user selects the 'Equity Release' option in their enquiry?

What happens when a user selects the 'Defined Benefit' pension option in their enquiry?

How does the matching tool work?

What are the different types of enquiries?

What happens when I reject an enquiry?

Are you open to getting more accurate information on the value of an enquiry based on my fees?

See more

Changes to Pricing

What are the new subscription prices?

What are the new enquiry prices?

Why has Unbiased decided to change their prices?

What changes have been made to your pricing structure?

I am worried about this price increase amongst other costs which have increased. What can I do?

How does this affect me?

How does the value of the enquiry determine what I pay?

I'm an accountant. Do these changes apply to me?

What if I have multiple subscription plans?

See more

Credits and the New Credit System

Why have you introduced credits?

What’s the benefit of the credit system for me?

Can I continue to charge my payment card for the purchase of enquiries?

How are credits calculated? 

How do I purchase credits?

Is there a minimum / maximum number of credits I can buy?

Will I be able to set up a recurring credit amount on my account?

Will credits have an expiry date?

What happens if I'm not able to redeem credits in time?

What happens to my credits if I cancel my subscription/s?

Can I receive my credits back to my original method of payment?

Can my credits be transferred to another location if I move company?

Is there any difference between a refund, goodwill top up or recurring (auto top up) credit?

How does VAT work with credits and the price of an enquiry?

See more

Regular Monthly Credit Purchase

Regular Monthly Credit Purchase FAQs

I have an annual plan, so how will a regular monthly credit purchase work?

What is a regular monthly credit purchase?

Is it possible to set up a regular monthly credit purchase on all plans?

Is there a minimum number of credits that can be purchased on a monthly basis?

On my Essential plan, I can only accept two matched enquiries per month, why would I set up a regular monthly credit purchase?

How can I set up a regular monthly credit purchase?

If I set up a regular monthly credit purchase when will credits be added to my account?

Can I pay by Direct Debit?

Can I have two different payment cards on my account, one to pay for my subscription and to charge my regular monthly credit purchase?

It is possible for my regular monthly credit purchase to be collected on a different date and be charged to a different card?

Why can’t I set up an annual recurring credit purchase?

Can I set up a regular monthly credit purchase at any time?

Can I buy additional credits even if I have a regular monthly credit purchase set up?

Can I cancel my regular monthly credit purchase at any time?

If I cancel my subscription will my regular monthly credit purchase automatically cancel?

Can I still buy credits even though I have cancelled my regular monthly credit purchase?

Can I amend the number of credits each month?

Can I set up a regular monthly credit purchase more frequently than monthly?

Can I set a regular monthly credit purchase for any amount?

How will I know that my regular monthly credit purchase has been set up successfully?

How long will my credits last?

Can I get one invoice for my subscription and regular monthly credit purchase?

My card payment failed, what happens now?

See more

Credit Boosts

Credit Boost FAQ

How will credit boost be calculated and applied?

If I set up a custom number of monthly credits, how will the credit boost be calculated?

Will I get a credit boost if I buy credits when I accept an enquiry or pre-purchase a bundle of credits?

Do the credits applied in a credit boost have an expiry date?

Do credit boosts apply to credits (bundles or on accepting enquiries) I have purchased previously?

How will a recurring monthly credit purchase benefit me?

Where can I see the bonus credits which are applied to my account?

See more

Refunds

Enquiry Refund Terms

How to Request an Enquiry Refund

What supporting evidence do I need to request a refund?

If I am unhappy with the quality of an enquiry, can I be reimbursed and how long will it take?

What happens if I pay for a top-tier (high value) enquiry and the information the consumer has supplied on their wealth and assets is not correct?

What happens if I accidentally purchase an enquiry and I don’t want to contact the consumer?

What happens if I accidentally purchase credits that I don’t want or need, can you refund me to my original method of payment?

I accepted and purchased an enquiry prior to the September price rise which is due to be refunded. How much will I be refunded?

Can I see the status of my enquiry refunds?

See more

Tokens

Why are Plus, Goodwill and Refund tokens being transferred into £45 worth of credits instead of the current £54 value?

Will I still get my Plus token?

If I have multiple locations; can my Plus token be used across all locations or will it only be possible to redeem these against one location?

Will my Plus subscription need additional pre-paid credits to redeem an enquiry of greater value than the Plus token?

What happens if I redeem my Plus token against a lower value enquiry?

See more

Wider Financial Options

My business is looking to offer a hybrid service that includes robo-advice. Are we able to purchase enquiries that are suitable for this service and connect them directly to our digital platform?

How can I get involved in providing this type of service?

Will I see a reduction in leads coming through?

Will the wider financial options being promoted impact the number of enquiries that I am going to get for my locations?

Why have Unbiased introduced wider financial options?

See more