CANACCORD EDOCUMENTS QUESTIONS

TECHNICAL QUESTIONS & TROUBLESHOOTING

SECURITY QUESTIONS

GENERAL INTERNET QUESTIONS

Provided that all relevant parties sign the Client Internet Access Agreement, you can see virtually all of your accounts; including personal accounts, a spouse’s account, joint accounts, your personal holding company, etc.

This can be done by e-mail or by calling Client Support (1.866.444.4495) and asking for ‘Exception Processing’. You will need to provide your current User Name and the list of additional accounts that you want added to the existing User Name. You must either be the owner of or have authority over the requested accounts. Do NOT provide any password information during any Client Support process. You will be contacted once the change has been made.

This can be done by e-mail or by calling Client Support (1.866.444.4495) and asking for ‘Exception Processing’. Provide your name and the list of User Names you wish to have combined. Do NOT provide any password information during any Client Support process.

You will be notified by e-mail when your account is set up. You will receive two separate e-mails: one with your User Name and a second one with a temporary password. You may contact your investment advisor to have your account status checked, but the information you need to log in will only be available from the e-mails sent to you as your investment advisor does not have access to your User Name or password.

Canaccord research materials are currently not displayed on secured pages; because of this, we strongly encourage you to have a different User Name/password for each section.

The best way to print off information is to click on the “Printable Version” link in the top right corner of your screen. This will produce a version that fits on an 8 ½ x 11” sheet of paper (letter size).

Foreign content is calculated by comparing the cost of foreign securities in your RRSP to the total cost of all securities plus cash in your RRSP. In other words, the calculation is based on what you actually paid for the foreign security and other securities, not what they are presently valued at.

What does "conversion" mean?

In 1997 Canaccord changed the company that keeps track of all our accounts and activity. At this time, client accounts were transferred onto the new system – this is called a conversion. If your account with Canaccord dates back to April, 1997 or later, you may see a series of transactions at the very beginning of your account activity that reflect these transfers. The description will read ‘Conversion Detail’.

Can I make suggestions for improvements to My Account?

Canaccord is always interested in your feedback. Please send your suggestions or comments to us via e-mail .

How do I submit a name and/or address change?

Address changes must be in writing with the signature of all parties to an account. A signed request to change your address should be faxed or mailed to your investment advisor. E-mails are not acceptable as we require signatures.

Name changes must also be in writing and accompanied by a copy of either a legal Name Change Certificate or a Marriage/Divorce Certificate. A signed request to change the name on your account should also be faxed or mailed to your investment advisor.

eDocs are online PDF versions of client statements, trade confirmations, and at a future date, other related account documents.

Current Canaccord clients are eligible to sign up online to view documents via eDocs if all the following conditions are met:


• You are the primary account holder of the accounts you wish to subscribe to.
• You have a valid Client Access User ID and password.
• You are currently receiving a printed statement by mail.
• You do not have a Hold Mail request on your primary mailing address.
• You have access to all active accounts under a specified Client ID.

You will be ineligible for eDocs if you are not the primary account holder.


• Example: you are receiving a copy of a statement for someone else’s account.
• You do not have access to all accounts under a specified Client ID.

Go to Client Access Login via canaccord.com


• Click on the eDocs link in the left menu.
• Select eDelivery for each Client ID you wish to subscribe to eDocs.
• Read the Terms and Conditions, and then click “I Agree” at the bottom of the page.

No, once you have subscribed to eDocs, mailing of paper statements and trade confirmations will be discontinued.

At this time, you will still receive prospectuses, offering memoranda and information statements in the mail. These may become available online at a future date. You will also continue to receive Issuer mailings (e.g. proxy materials, etc.) as these are not part of the Canaccord eDocuments service.

Additional enclosures with your statement, such as information concerning tax reporting, new services, etc. are available to view after you have opened the PDF document. Click on the “Please Select” drop-down box that is located on the top blue bar of the document page. All additional materials pertaining to the selected document will be listed and available for viewing.

Your eDocuments subscription agreement includes an undertaking by you to review the Canaccord eDocuments Service at least once every 30 days in order to check for trade confirmations, monthly statements and other documents. An online message will be posted indicating that a particular month’s statements are available for viewing. Statements are issued quarterly, unless there is activity in your account, in which case a statement will be produced for that month.

• Statements
• Trade confirmations
• Summary of security transactions (annual SSTS tax summary)
• Tax Slips
• Managed Account Statements, where applicable

Allow 2 business days for your subscription to be processed.

You may view documents from your subscribe date, going forward, as follows:

• Monthly statements will be available for 7 years.
• Trade confirmations will be available for 2 years.
• Tax slips will be available for 7 years.
• Managed Account Statements, if applicable, will be available for 7 years.

Yes, you must submit a signed Client Internet Access Agreement in writing to your Investment Advisor

• Go to canaccord.com >> Client Access Login >> Application Form
• Once your Client Access login ID has been set up, you will be emailed a temporary password and will be able to access the online eDocs subscription screens in Client Access.

No, you must submit a request in writing to your Investment Advisor to have the Hold Mail removed

• Once the Hold Mail request on the address is removed, you can then access the online eDocs sign up screens in Client Access.

We recommend Microsoft Internet Explorer 7.0, or higher, with 'cookies' and 'Javascript' enabled.

Our goal is to provide our clients with access to My Account on a 24-hour/7- day a week basis. If an outage occurs, we will keep you notified through the main login page. Occasionally, we may need to perform regular maintenance on the database or server and will schedule an outage. Where possible, these will be scheduled after midnight on weekends to minimize inconvenience.

Your office network may be using security precautions that prevent or deny secured connections to internet sites. Please consult your office network administrator for further information.

If you have submitted an application form for registration and have received your User Name and password, the following factors may still cause you to be temporarily unable to access My Account.

1. If you are trying to access My Account through your office network, you may be restricted by a firewall. You should contact your office network administrator for more information.
2. User Names and passwords are case sensitive. Check to make sure you do not have the ‘Caps Lock’ button engaged on your keyboard.
3. If you attempt to repeatedly log in with an incorrect password, you may be locked out of My Account. If this happens, you will need to e-mail or call Client Support (1.866.444.4495) to have your password reset.

Check to ensure that your web browser meets our system requirements:


• Internet Browser: Microsoft Internet Explorer 7.0, or higher. We also recommend that your browser have 128-bit encryption.
• Cookies enabled.
• Internet connection.
• Internet e-mail (i.e. Microsoft Exchange/Outlook, HotMail)

If you are attempting to access My Account from an office network, please contact your office network administrator.

If your login to My Account appears successful and does not display any error messages, you may have a corrupted cookie. Try closing your internet browser, disconnecting from your internet service provider and restarting your computer. Once you reboot, try connecting to My Account. If the problem persists, you can e-mail or call Client Support (1.866.444.4495) for further assistance.

This is a feature of Microsoft Internet Explorer called 'autocomplete'. The browser remembers recent information and completes the field for you. For additional security we recommend disabling the 'autocomplete' feature of your browser.

When you connect to My Account for the first time, you were asked to supply a ‘hint’ that will help you remember your password should you forget it. Click on the ‘Forgot your password?’ option on the initial login page. A composed e-mail will appear. Fill in your User Name and send. Your password hint will be e-mailed to the e-mail address you gave us on your My Account application. If you still do not recall the password, you can e-mail or call Client Support (1.866.444.4495) and request that your password be reset. A new password will be e-mailed to you.

For Microsoft Internet Explorer browsers, select the "Tools" pull-down menu from the top of the screen and then select "Internet options". Click "Delete..." under the "Browsing history". Click the checkbox next to "Temporary Internet files" to check the box and click "Delete".

For Firefox browsers, select the "History" drop-down menu from the top of the screen and then select "Clear Recent History...". Select "Everything" from the "Time range to clear:" drop-down list and then uncheck all the checkboxes, except for the "Cache" checkbox. Then click on the "Clear Now" button.

If you are uncertain which browser/version you are using, refer to the Help function of your internet browser.

Confirm which version and type of browser you are using by selecting ‘Help’ from the top pull-down menu of your browser, and then click on ‘About’.

To upgrade Microsoft Internet Explorer, visit http://www.microsoft.com

This type of error (Error 400, 401, etc.) usually indicates an incorrectly typed internet address or that an internet server is disabled. Click the ‘Back’ button of your browser and retry your request. If the problem persists while using My Account, you can e-mail or call Client Support (1.866.444.4495) for further assistance.

My Account is designed to handle a large amount of internet traffic. Many factors can affect the loading speed of data from My Account; including the performance of your computer, modem and internet service provider. Also, if your account has been very active over a long period of time, any detail requests may take longer to display than an account that has had only a few transactions per year.

Do I need 128-bit browser encryption?

Canaccord strongly recommends that you use 128-bit encryption.

If you are using Microsoft Internet Explorer, go to
http://windows.microsoft.com/en-US/internet-explorer/products/ie/home

How do I know if my browser has 40-bit or 128-bit encryption?

Click on "Help" and select the "About Internet Explorer" for further details.

Secure Socket Layers (SSL) is a process that encrypts all information sent between your computer and the secure web site.

How do I know if it is a secure (SSL) connection?

If you are using Microsoft Internet Explorer, in the top right-hand corner of "Address:" field a lock symbol will appear once a secure session has been started. You should also see a prefix of 'https' in the "Address:" field.

What is a browser?

A browser is a software program that allows you to view internet or world wide web pages. For example, Microsoft Internet Explorer is browser software program.

What is a home page?

A home page is the starting place for any collection of web pages. Think of it as the index of a book or the front desk of an office. From a home page, you can find out what information a web site contains and how to access it.

What is a cookie?

A cookie is a small file that is sent to your computer from a website you have accessed and is stored on your computer. They are used to notify the website about you or your preferences the next time you visit the site

What is encryption?

This is a way of making data unreadable to anyone except the intended recipient. The use of encryption is an increasingly common way of sending information (e.g., credit card numbers, account numbers, etc.) over the internet. For your protection, when you access account information from My Account, the information passed between your computer and Canaccord is encrypted.

An ISP is a company that provides its clients with connections to the internet.

Links are connections to other internet pages. When you click a link, the internet page specified in the link is displayed. Occasionally, when the location of the internet page specified has changed, an error message will appear when you click on the link. This "404 - error" is commonly refered to as a broken link.

Logging in is the process by which you access a website by entering a unique ID and password. This is often required by secure websites and by sites offering memberships in order to to limit access only to those people authorized to access it.

Logging out closes your current session on a website. Once you have logged out, another person can use your computer, but cannot access your accounts through My Account.

A time-out logs you out after a specified amount of time and helps to assure that your account information is not accessible to other individuals.

Click the 'Back' button of your browser.