What if I forgot my username?

Select the Forgot Username link located next to the Username field on the Login page. Once you correctly verify your personal information, we will email your username to the email address that we have on record. If you do not receive this email, contact us.

What if I forgot my password?

If your password is not locked, you can reset your password directly from the Login page:

  1. From the Login page, select Reset Password?
  2. Enter your username and select Continue.
  3. Verify your email address shown and select Reset Password? which will send a link to that email address, or contact Customer Service at 1-888-973-7890.

How do I change or update my personal information?

To change or update your personal information:

  1. Select the Settings link
  2. Select the Change button for the information you would like to change

For security reasons, the following information cannot be changed online:

  • Name
    To change the name on your account, mail us a letter explaining the reason for the change, along with a copy of a marriage certificate, divorce decree, or other court order (as applicable).
  • Date of Birth
    To correct your date of birth, mail us a copy of your birth certificate.
  • Social Security or Tax Identification Number
    To correct your social security or tax identification number, send us a letter explaining the reason for the change, along with a completed IRS Form W-9.

Note: If you change your home address, we will not send any funds to the new address for (15) fifteen days. This allows us to confirm the address change and help to protect your account from fraud. Contact us directly if you need funds sent to your new address within (15) fifteen days.

Can I change my username?

Once set, you cannot change your username.

How do I change my account or folio information?

To change or update your account and/or folio information:

  1. Select the Settings link
  2. Scroll down to the Account Information section and select the account or folio information you would like to change

You can make the following changes to your account and folio information:

  • Account Name or Folio Name
  • Cancel Order Limit
  • Beneficiaries
  • Security Exclusions
  • Close Account
  • Viewing Preferences

How do I close an account?

If an account has never held any cash or securities, you can easily delete it by following the steps below. You will not be able to access the deleted account again.

  1. Select the Settings link
  2. Scroll down to and select the Close Account link and then follow the on screen instructions

Contact us to close an account that has been funded.

How do I change my dividend reinvestment settings?

We allow for automated reinvestment of cash distributions, such as dividends, of $1 or more for all of the securities that are held in a folio. You can have either all securities in a folio reinvested, or all pay out in cash.

To change your reinvestment preference:

  1. Select the Settings link
  2. Scroll down to the Distribution Investment link to change your dividend reinvestment preferences for each folio

How do I allow others access to my accounts?

To grant, change, or delete access to your accounts, select the Authorized Access link on the right side of your Settings page, then select Grant Access and follow the instructions.

Account access can only be granted to current customers. The person or entity that you wish to grant account access to, such as your accountant or accounting firm, can open an account for no cost or obligation. As long as they do not fund that account, they would not incur any charges associated with the pricing plan they selected in the account opening process.

All of the accounts you can access will appear on your Accounts page.

What are the levels of account access?

There are six levels of account access:

Account Summary Viewer

Account Summary Viewers can:

  • View account summary
  • View account holdings
  • View account performance
  • View account statistics
  • View folio summary
  • View folio holdings
  • View folio performance
  • View folio statistics

The Account Summary Viewer cannot conduct any activity on the account.

Examples:

An investment advisor with Account Manager access might provide Account Summary Viewer access to a staff person who needs account balance information to maintain the advisor’s records.

A person might grant Account Summary Viewer access to his or her spouse.

Account Detail Viewer

Account Detail Viewers can:

  • View account order status
  • View tax information
  • View folio transaction history
  • View folio holdings
  • View folio order status
  • View folio tax information
  • View Settings page
  • Do anything that can be done by Account Summary Viewers

The Account Detail Viewer cannot conduct any activity on the account.

Examples:

An investment club might grant its member Account Detail Viewer access.

The custodian of an UGMA/UTMA account might grant Account Detail Viewer access to the account beneficiary.

Money Mover

Money Movers can:

  • Deposit and withdraw money
  • Create, modify and delete an EFT link
  • Set up check writing
  • Create, modify and delete auto buy/sell instructions
  • View Settings page
  • Do anything that can be done by Account Detail Viewers and Account Summary Viewers
Examples:

An investment advisor with Account Manager access might provide Money Mover access to a staff person to fund client accounts.

An investment club might grant the club’s treasurer Money Mover access to fund the account.

Trader

Traders can:

  • Add new securities to a folio
  • Sell folio securities
  • Sell all folio securities
  • Buy and sell security through direct trades
  • Modify and cancel orders
  • Create, rename, and close folios
  • Change cash distribution (dividends, capital gains and return of capital) preference
  • View trade confirmations
  • View Settings page
  • Do anything that can be done by Money Movers, Account Detail Viewers, and Account Summary Viewers
Examples:

An investment advisor with Account Manager access might provide Trader access to a staff person who can buy and sell securities in client accounts.

An investment club might appoint specific individuals to trade on the club’s behalf.

Account Manager

Account Manager is the highest access level that can be granted. Account Managers can:

  • Grant, change and delete access
  • Vote proxy statements and corporate actions
  • View account statements
  • View restricted account alerts
  • View corporate action alerts
  • View change IRA beneficiary alerts
  • View order cancellation alerts
  • View EFT alerts
  • View and change Settings page
  • Modify account settings—account name, change order limit, security exclusions, tax lots, fund for cash, and IRA beneficiaries
  • Close accounts for which there hasn’t been any trading or funding activity
  • Do anything that can be done by Traders, Money Movers, Account Detail Viewers, and Account Summary Viewers

An Account Manager cannot close the account or change the password.

Examples:

You might provide access to your investment advisor so he or she can manage your account.

You might provide access to your spouse so he or she can manage the account (even if he or she doesn’t own it).

Account Creator/Owner

Account Creator or Account Owner is the highest level of access. This level is established when the account is opened.

The only difference between Account Creator and Account Owner is that the Account Creator is the owner of the account and opened the account. This distinction is for record-keeping purposes only.

Account Creators or Account Owners can:

  • Grant, change and delete access
  • Vote proxy statements and corporate actions
  • View account statements
  • View restricted account alerts
  • View corporate action alerts
  • View change IRA beneficiary alerts
  • View order cancellation alerts
  • View EFT alerts
  • View and change Settings page
  • Do anything that can be done by Account Managers, Traders, Money Movers, Account Detail Viewers, and Account Summary Viewers
Examples:

Someone who opens an individual account (Account Creator).

You open a joint account with your spouse. Since you opened the account, you are the Account Creator. Your spouse is an Account Owner.