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How to Submit a Grant Third-Party Online Access Request

Learn how to grant online access to a third party for a client’s account to ensure secure and authorized viewing of account information.

Applies To:

  • All Portfolio Managers, Advisors, Wealth Planners, and support staff.

  • Eligible account types: Cash, TFSA, RIF, RRSP, LIRA, LIF, Spousal RSP, Spousal RIF, and RESP

You can submit a Third-Party Online Access request from the client’s CRM Contact Record. Use the instructions below to ensure the correct access is granted and proper authorization is provided.

When to Submit a Grant Third-Party Online Access Request

  • A client wishes to provide a spouse, family member, or trusted third party with view-only access.

  • A caregiver or legal representative requires online access.

  • A client wants to centralize access across multiple accounts.

How to Submit a Grant Third-Party Online Access Request

To submit a Third-Party Online Access request, you'll use the Service Extension on the client’s CRM Contact Record. There are two distinct submission methods and workflows: Manual Submission and Straight-Through Processing (STP).

Although both methods are valid, we strongly recommend using Straight Through Processing whenever possible for real-time tracking, reduced errors, and faster turnaround times.

Learn more about Straight-Through Processing.

How to Submit a Grant Third-Party Online Access Request using Manual Submission

Choose this method if your client has already completed and signed the required authorization form.

  1. Navigate to the Client’s CRM Contact Record

  2. Go to the Servicing Tab

  3. Select Account Administration → Document Delivery & Online Access

  4. Select “Third Party Online Access” as your request type

  5. Select Manual Submission

  6. Upload Required Documents:

    1. Attach a signed Third Party Online Access to Online Services form by clicking +Add File and uploading from your computer

  7. Review and Submit

    1. Once confirmed, click Submit to create the service request ticket

Tip: Ensure the uploaded form is fully completed and signed to avoid any delays in processing.

How to Submit a Grant Third-Party Online Access Request using Straight Through Processing

With STP, Optimize automatically generates and sends the required authorization form to the client via DocuSign for electronic signing.

  1. Navigate to the Client’s CRM Contact Record

  2. Go to the Servicing Tab

  3. Select Account Administration → Document Delivery & Online Access

  4. Select “Third Party Online Access” as your request type

  5. Select Straight-Through Processing

  6. Select the Account Root

    1. This is the main account the third party will have access to

  7. Enter Designated Person Details:

    1. First Name

    2. Last Name

  8. Review and Submit

    1. Once the information is confirmed, click Submit to create the service request ticket

Please note: The ticket will not progress until the client has reviewed and electronically signed the form via DocuSign.

After Submitting the Request

Once the request has been submitted, a ticket will be created and associated with the client's contact record. You can view it:

  • In the Right-Side Panel of the client’s CRM Contact Record under Tickets

  • In the Account Administration ticket pipeline, where you can track the request status

Processing Times

  • Manual Submission: Processed within 1–2 business days

  • Straight-Through Processing: Typically completed within 1 business day after receiving signed documents