Password
Reset
If you are unable to log in to your client dashboard, you will need to initiate a process to reset your account credentials in order to recover your account.
Identity Verification
To initiate the reset process, you must send an email to your Relationship Manager from the same email account that you have on file with us. You will also need to submit the same proof of identity document that you have on file with us, in order to verify your identity.
To initiate the reset process, you must send an email to your Relationship Manager from the same email account that you have on file with us. You will also need to submit the same proof of identity document that you have on file with us, in order to verify your identity.
Thereafter, you will be contacted via our Tech Support team for confirmation of your identity. This will require a one-time PIN (OTP) being sent to your registered mobile number.
If you do not have access to either your e-mail account or your phone number that is on file with us, we will need to schedule a video call with you using our secure conferencing software to confirm your identity.
Account Deletion and Creation
Once your identity has been verified, we will delete your old online account and create a new account for you. The client dashboard in your new account will automatically be linked to your portfolio. However, you will need to complete your KYC disclosures at the time of your first log-in.
This will include the following –
- Re-submitting your ID document;
- Re-submitting your Proof of Address document (not more than 90 days old);
- If you are not a US person, re-submitting your FATCA declarations, i.e. Form W8-BEN or W8-BEN-E;
- Electronically signing your source of funds declaration, including your employment and tax declarations if necessary.
After completing these KYC steps, you will be required to set a new password.
