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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, Wealth Planners/Advisors, 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 Electronic Signature whenever possible for real-time tracking, reduced errors, and faster turnaround times.

Learn more about Wet Signature Flexibility

How to Submit an Update Phone Number Request 

  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 the appropriate submission option, either Wet Signature or Electronic Signature.



  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:  After submitting your request, the system will automatically create a ticket and send the paperwork directly to your client via DocuSign for electronic signatures.

If you select the wet signature option, you'll need to download the pre-populated forms for your client to sign manually.

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

  • Electronic Signature Submission: Typically 4 business days after the ticket has been submitted and completed any applicable review.
  • Wet Signature Submission: Typically 10 business days after the ticket has been submitted and completed any applicable review.