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How to Submit a Update Email Address Request 

Learn how to submit a request to update a client’s email address on their Optimize Account.

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 an Update Email Address from a client’s CRM Contact Record. Follow the instructions below to ensure the address is updated correctly and all supporting documentation is provided.

When to Submit an Update Email Address Request

  • A client has a new email address and needs it updated on file.
  • A client is correcting an error in their existing email address.

How to Submit an Update Email Address Request

To submit an Update Email Address request, use the Service Extension on the client’s CRM Contact Record. When submitting the request, there are two distinct submission methods and workflows: Manual Submission, which involves uploading a scanned or physically signed document, and Straight-Through Processing (STP), which automatically generates the required forms and sends them to the client through DocuSign.

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 an Update Email Address Request using Manual Submission

Use this method if your client has already provided a signed Letter of Direction for the email change.

  1. Navigate to the Client’s CRM Contact Record.
  2. Go to the Servicing Tab.
  3. Select Account Administration → Update Client & Account Information.

  4. Choose Update Email Address as the request type.



  5. Select Manual Submission.
  6. Upload the required document:
    • Client-signed Letter of Direction – Email Change.
  7. Review & Submit – Confirm all details, then click Submit to create the service request ticket

Tip: Ensure the client’s signature is clear and the correct email address is listed on the Letter of Direction.

How to Submit an Update Email Address Request using STP

With STP, Optimize automatically generates and emails the updated information request to the client for electronic signing through DocuSign.

  1. Navigate to the Client’s CRM Contact Record.
  2. Go to the Servicing Tab.
  3. Select Account Administration → Update Client & Account Information 

  4. Choose Update Email Address as the request type.

  5. Select Straight-Through Processing.


  6. Click the Modify button and enter the updated email address.
  7. Click Next to proceed.
  8. Review & Submit – Confirm all details, then click Submit to create the service request ticket.

Please Note: Once you submit the request, the ticket will be created and the client will be automatically sent the paperwork by DocuSign. The ticket cannot progress further until the client reviews the paperwork and electronically signs through DocuSign.

After Submitting the Request

A new service request ticket will be created. You can locate it:

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

In the Account Administration Pipeline, where you can track the progress and confirm when the request is completed.

Processing Times

  • Manual Submission: Typically 10 business days after the ticket has been submitted and completed any applicable review.
  • Straight-Through Processing: Typically 1 business day after the ticket has been submitted and completed any applicable review.