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Why won’t my eServices documents open?

If nothing is opening, chances are you have a pop‐up blocker on your browser. You’ll need to disable it in order to view documents. Hint: Google search “Pop‐up Blocker.”

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I did not receive my monthly statement. Why not?

An account statement is only generated when there is a buy or sell transaction that month in your account. If you had no transactions, you will receive a statement every quarter. If you had transactions but did not receive a statement, please check eServices under the Accounts Tab. Your statements, trade confirmation and tax slips are filed there if you are subscribed for eServices. Or phone Credential Direct to see if your address is correct if you are not subscribed to eServices. Please log in and visit the eServices page under the Accounts to view current subscription settings. Please allow until the 15th of each month to receive the account statement.

You may subscribe to receive paper account statements and trade confirmations at a cost of $5 per quarter.

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If I’m the trading authority on an account, can I subscribe for paper statements?

No. Only the primary account holder can make a request to subscribe for paper statements. If the primary account holder doesn’t have a User ID and Password, please have them contact us.

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How long will my eStatements and/or eConfirmations be available?

eStatements: Up to seven years from your subscription date.
eConfirmations: Up to two years from your subscription date.

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What happens to my past eStatements and eConfirmations when I subscribe to paper statements?

Once you subscribe, the system no longer keeps an electronic record of your statements. You may unsubscribe to paper and all statements and trade confirmations previously stored will again be viewable. However, statements and trade confirmations received during the subscribed period will not be available online.

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If I subscribe to paper statements, will my eStatements still be available?

No. All accounts associated with that Client ID will no longer have eServices access.

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