Applies To:
- All Portfolio Managers, Advisors, Wealth Planners, and support staff.
- Eligible account types: Cash accounts, Joint accounts, Margin accounts, TFSA, RRSP, RESP, RDSP, FHSA, and Trust accounts.
You can submit a Password Reset request from the client’s CRM Contact Record. Use the instructions below to ensure the request is submitted correctly and the new password is securely located.
When to Submit a Reset Password Request
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Client has forgotten their password.
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Client is locked out of their online access.
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Client requests a new password due to security concerns.
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First-time access setup issues.
How to Submit a Reset Password Request
To reset a client’s password, use the Service Extension on the client’s CRM Contact Record.
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Navigate to the Client’s CRM Contact Record
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Go to the Servicing Tab
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Select Account Administration → Document Delivery & Online Access
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Select Reset Client Password
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Submit the Request
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Once submitted, the system will generate a new password and attach it to the client’s CRM Contact Record.
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Tip: Let the client know the new password has been generated and is ready for secure delivery.
After Submitting the Request
A new service request ticket will be created. You can locate it:
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In the Right-Side Panel of the client’s CRM Contact Record under Tickets.
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In the Account Administration Pipeline, where you can track the progress and confirm when the reset is completed.
Processing Times
- Typically 1-2 business days after the ticket has been submitted and completed any applicable review.