Help Center

If their password is not locked, advise your client to reset their password directly from the Client Login page by selecting the Reset Password link.

Alternatively, you can send the Reset Password link to the client’s primary email address on file from the Client Settings page by clicking on Reset Client Password.

Update a client’s personal or employment information on the Settings page for that client

To change a client’s name, birth date, social security number or tax ID number, send us the documents listed below:

• Client Name: Send us an email explaining the reason for the change, along with a copy of a marriage certificate, divorce decree or other applicable court order.
• Date of Birth: Send us a copy of their current, government-issued ID.
• Social Security or Tax ID Number: Send us an email explaining the reason for the change, along with a completed IRS Form W-9 and a copy of their Social Security card or IRS EIN Verification Letter.

No. Once set, you cannot change a client’s username.

Update client account settings on the Settings page for that client.

You can close a client’s account online only if it has never held any cash or securities, or submitted a transfer request. To close a client’s account online, select Close Account under the chosen Account Name on the client Settings page.

Please contact us to close a client’s account that has already been funded.

You may choose to have cash distributions (such as dividends and return of capital) at or above specific thresholds (currently $1 or more for equities and the minimum investment amount for mutual funds) automatically reinvested in the securities that paid them, if those securities are available in fractional shares. Generally, a buy order representing the cash to be reinvested is created and executed in our Window Trading process the day following the cash distribution, and the price of the purchase is determined on the basis of the price we obtain from the market center to which we route the order for execution. Cash distributions that are less than the specified threshold, and cash not reinvested, will generally be swept into the then current cash investment choice in accordance with the terms and conditions of the Insured Bank Deposit Sweep Program (defined in Exhibit 2 of the Customer Agreement) in effect at the time.

There is no charge for participating in the dividend reinvestment program and there are no additional transaction fees on transactions executed pursuant to automatic dividend reinvestments. We may change the threshold and frequency for automatic reinvestments of distributions and the securities for which this service is available at any time and from time to time without notice. You can select or change reinvestment preferences the client Settings page.

Instead of sending a trade confirmation each time a dividend is reinvested, we will provide the details of those purchases on monthly account statements. This disclosure will include transaction details and information that would otherwise be included in a separate trade confirmation. In the event you would like to receive transaction details or information at an earlier date, you will be able to view such details online the business day following the date of the reinvestment or by contacting us.

There are two levels of dividend reinvestment on our system: account level and sub-account level.

If your firm is setup for sub-account level dividend reinvestment, then the reinvestment setting will be at the sub-account level and that setting will apply to all of the securities in the sub-account. The default dividend reinvestment setting for sub-accounts will be to not reinvest dividends, so if you desire to have dividends reinvested in a sub-account, you must select that on the client Settings page for each sub-account. Note that you cannot specify dividend reinvestment settings for specific securities with sub-account level dividend reinvestment.

If your firm is setup for account level dividend reinvestment (which is currently only available to a small number of firms), then the reinvestment setting will be at the account level and that setting will apply to all securities in an account, unless a security specific override is entered for an account position on the Holdings page. When your firm is setup, you will choose the default dividend reinvestment setting for accounts (i.e., reinvest dividends or not) and this can be changed for each account on the client Settings page.

If you would like to change the type of dividend reinvestment that is setup for your firm from sub-account level to account level, please contact us. Note that you cannot change from account level to sub-account level dividend reinvestment, even if you just made the change.

View your client’s pricing plan on the client’s Settings page, and make changes by selecting the Change link.

Service fees may apply for certain account activities that fall outside of routine client account management functions and are listed in our Special Service Fees.

Note that you can only change between pricing plans that are already setup on the system. Contact us if you would like to setup a new pricing plan, or adjust the terms of an existing pricing plan on the system.

Only current clients may be given access to other accounts:

1. Go to your Client Accounts page
2. In the Account Options menu next to each account, select Account Access
3. Select Grant Access
4. Select the account, enter the person’s username and birth date, then select an access level
5. After entering the above information, select Grant Access
6. Decide the access level for viewing account documents and email messages, then select Grant Access
7. Review the agreement to Grant Access, and then select Grant Access to complete the process.

You can modify others’ access level on client’s accounts but cannot change the Account Creator’s access level:

1. Go to your Client Accounts page
2. In the Account Options menu, select Account Access
3. Under Modify Access select the Change Icon
4. Choose the new access level, then select Change Access
5. Decide the access level for viewing account documents and email messages, and then select Change Access to complete the process.

There are several levels of account access: