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How to Update a Client’s Phone Number

Learn how to submit a request to update a client’s phone number 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 Phone Number request from a client’s CRM Contact Record. Follow the instructions below to ensure the update is processed correctly and all supporting documentation is provided.

When to Submit an Update Phone Number Request

  • A client has changed their phone number and needs it updated on file.
  • A client is correcting an error in their existing phone number.

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 Phone Number Request using Manual Submission

Use this method if your client has already provided a signed Letter of Direction for the phone number 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 Phone Number as the request type.

  5. Select Manual Submission.


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

Tip: Ensure that the new phone number is clearly listed on the Letter of Direction and signed by the client to avoid delays.

How to Submit an Update Phone Number 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 Phone Number as the request type.



  5. Select Straight-Through Processing.


  6. Click the Modify button and enter the updated phone number.
  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.