Troubleshooting login issues

If you receive the following message when registering your account for online access: “We were unable to locate the specific account using the information you provided,” you should:

• Verify the information you entered is correct: Review the information to ensure there are no typos or missing information
• Make sure you’ve entered your own information: For example, if you are the custodian on an UGMA/UTMA account, enter your name and Social Security number, not the child’s details
• Confirm account eligibility: Certain account types, including those registered to charitable organizations, corporations that do not have a named owner and certain retirement accounts, are not eligible for online access. Contact us for more information.
• Verify account establishment: If you recently sent an application or paperwork, your account may not be set up yet. Once the request is received, it can take several days to establish the new account for online access. If you continue to receive this message, contact us for additional assistance.

When registering for online access: You’ll be prompted to create a user name for future logins. If your desired user name isn’t accepted, it may not meet the security requirements listed below the entry field or it may already be in use. Try creating a different user name.

If you’ve already registered: You must enter your user name to log in. Please note, we are transitioning investors to our new website experience in phases.

If you haven’t been prompted to access the new web experience and:

• Haven’t created a user name: Enter your account number in the user name field. You’ll then be prompted to create one.
• Have forgotten your user name or don’t recall creating one: Follow the prompts to create a new one on the login page

If you’ve transitioned to the new web experience and forgot your user name or don’t recall creating one, select Forgot user name or password? on the login page. If you’re unable to retrieve it, contact us for assistance.

If you forgot your password, access the login page and select Forgot password? or Forgot user name or password? to reset your password.

Note: You should not share your user name or password with anyone. For accounts with multiple owners (for example, a joint account with your spouse), each owner must create their own unique login credentials.

Delivery of your one-time passcode may take several minutes. After a few minutes, check your text messages or email for the code. Ensure the device you’re using has an active internet connection, and verify the email address or phone number the code is being delivered to is correct.

If the code doesn’t arrive or expires (usually after 20 minutes), select I need a new code to request another.

If you still don’t receive the code after multiple attempts, contact us for assistance.