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How to Submit a Update Subscriber Information Request

Learn how to submit a request to update the first name, last name, date of birth, gender, or SIN for a designated subscriber of a specific account.

Applies To:

  1. All Portfolio Managers, Advisors, Wealth Planners, and support staff.
  2. Eligible account types: Cash accounts, Joint accounts, Margin accounts, TFSA, RRSP, RESP, RDSP, FHSA, and Trust accounts.

You can submit an Update Subscriber Information request from the client’s CRM Contact Record. Use the instructions below to ensure the request meets the eligibility requirements and the correct details are provided.

When to Submit an Update Subscriber Information Request

  1. Correction of Personal Information.
  2. Legal Name Change.
  3. Gender Change.
  4. Correction or Update of SIN.

How to Submit an Update Subscriber InformationRequest

To submit an Updated Information for a Subscriber Request, you'll use the Service Extension on the client's CRM Contact Record.

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

  4. Updated Update Subscriber Information

  5. Select the specific Account that will be impacted by this change.
  6. Upload Required Documents (depending on what is being changed):
    • If the subscriber needs to change their first or last name:
      • Signed Letter of Direction (LOD) - Name Change
    • If the subscriber needs to change their date of birth:
      • Letter of Direction (LOD) - Date of Birth Change
    • If the subscriber needs to change their SIN.
      • Letter of Direction (LOD) - SIN Number Change
    • If the subscriber needs to change their gender.
      • Letter of Direction (LOD) - Gender Change (must be created from a blank LOD template)

  7. Review & Submit
    • Once you confirm the details, click Submit to create the service request ticket.

Tip: Double-check that the uploaded forms include signatures and correct account details to avoid processing delays.

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

  • Typically 7 business days after the ticket has been submitted and completed any applicable review.