Your Account

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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How is my account protected or guaranteed?

Credential Direct is a division of Credential Qtrade Securities Inc., which is a member of the Canadian Investor Protection Fund (CIPF). Through this CIPF membership, your accounts are protected for up to $1,000,000 of holdings per qualifying account. For the terms of this protection, please visit the CIPF website.

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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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Who is primarily responsible for investor protection?

In Canada, the various provincial governments have the last word on investor protection. Each province has a securities commission or administrator that oversees a provincial securities act. This act is a set of laws and regulations that outline what players in the market can and cannot do.

All the securities acts are based on the principle of full and plain disclosure. Any information that will affect investors must be available to all investors in a timely fashion. Usually, the onus is on the issuer to disperse information. However, just because a company meets a regulator’s requirements for disclosure does not mean its securities have investment merit. Potential investors should keep this in mind.

Securities commissions also require registration of all organizations and sales staff involved in the investment business. There are different categories of registration – investment dealer, registered investment advisor, mutual fund salesperson and so on. Before registration is allowed, basic standards must be met. These include minimum capital requirements for a firm and minimum educational qualifications for personnel.

The Acts also specify broader responsibilities for investment advisors and their relationships with clients. They are obliged to deal fairly, honestly and in good faith with clients.

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What kind of power do the Securities Acts have?

The various securities administrations have many of the powers of the courts. They can investigate, undertake prosecutions for violations of the Acts, carry out hearings, and compel the attendance of witnesses. They can take evidence, seize documents, and freeze funds or securities. They cannot compel money to be paid back nor interfere in internal disputes of company shareholders.

However, they can suspend registrations and order trading in a security to cease. Sometimes, the regulator can prevent appointments to the boards of public companies. They can give public reprimands and levy fines. They can also recommend that a charge be laid in the criminal or civil courts.

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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 are the CSA and SROs?

Because securities regulation is a provincial matter, the various Canadian securities commissions and administrators have formed a national group to work towards making securities regulations compatible across Canada. This group is called the Canadian Securities Administrators (CSA). From time to time, this group issues national or provincial policies. One national policy on shareholder communication ensures that all shareholders who wish to receive company information such as annual reports.

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Isn’t the SRO system vulnerable to self-interest?

Some people say that self-regulation is a bit like the fox guarding the henhouse. However, all regulatory responsibilities are carried out under the watchful eye of provincial regulators. Every by-law and rule created by an SRO and every single complaint is reviewed by the securities administrators. This ensures that the public interest is paramount. In addition, public governors sit on the Boards of all the SROs to monitor the public interest.

The Canadian securities industry, as with most professional bodies, highly values its self-regulatory status. Being able to regulate yourself is a privilege that must be earned every day. If the industry did not take this responsibility seriously, the privilege would be quickly lost. The industry understands that creating a system to serve only its own interests could not survive. Governments would step in. Serving the public interest is, in fact, in the best long-term interest of the industry.

Self-regulation also has real advantages for the public at large. For one, it is much less costly than a government bureaucracy. Right now the industry shoulders the very high cost of regulation and compliance. If it didn’t pay the bill, the taxpayer would have to. Secondly, it works better. Those who know the markets are more able to make practical rules and are more aware of potential loopholes and compliance problems. In turn, the industry is more likely to comply with rules of its own making.

Some people will always be suspicious of self-regulation. Yet it has worked remarkably well in providing sound and cost-effective regulation in the Canadian securities markets.

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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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What do SROs do to protect the public?

SROs have two major responsibilities: to oversee the markets and to oversee the brokers and investment dealers who operate in the respective markets.

They do that in a variety of ways. First of all, they create standards that participants must meet prior to employment. They also create rules governing how the markets must operate and extensively investigate suspected infractions. And, they audit brokerage firms and dealers on a regular basis to ensure firms are solvent and following all the rules.

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Do all the SROs do the same thing?

Not exactly. IIROC monitors the bond and money markets while each of the stock exchanges looks after its own market, be it for stocks, options, futures or all three! They do similar work, especially in the area of member regulation. In this area, there is some overlap of responsibilities as an investment dealer is often a member of both IIROC and the stock exchanges. All the SROs employ investigators and compliance officers to ensure the dealer community is meeting standards.

The market regulation area is more likely to be different at each SRO, reflecting the different kinds of markets each oversees. Stock markets are listed markets, often with direct public participation. Stock exchanges spend a great deal of time qualifying companies before they can be listed and in monitoring stock performance. Price performance in equities is very closely linked to the day-to-day life and performance of the company that issued the stock. To make sure these markets are fair, stock exchanges set rules to ensure material company information gets out to shareholders so that everyone trades on an equal footing. They can stop trading in the market to make sure that happens. Stock exchanges have many other rules to make the market more open and fair.

The bond market, however, is an unlisted market, generally for professionals. That does not mean that the market is regulated less strictly. Companies that are active in the bond markets must provide regular disclosure in addition to the extensive disclosure required before a new issue. The focus, however, is on ensuring visibility, fair access, and honest prices among dealers so that the investing public who are buying and selling in the bond and money markets can benefit.

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How do SROs make sure brokers and dealers comply with the rules?

Every firm that is a member of an SRO binds itself to follow the rules and regulations of the SRO upon qualifying for membership. Every investment dealer has a senior-level compliance department. This area’s task is to make sure the rules and by-laws are followed in letter and spirit, compliance is also responsible for filing regular financial and operational reports to the SROs to provide an early warning system for problems.

The SROs work with compliance departments and monitor all reports. In addition, all brokers and dealers must submit to at least one audit a year, one surprise visit and one surprise financial questionnaire. When they belong to more than one SRO, they can choose which SRO will do the audit and the questionnaire.

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What are the SROs searching for?

For one thing, every member must maintain adequate capital in accordance with the nature and volume of business it conducts. If it falls below this level, the SRO can require action to correct the deficiency or to suspend the member’s trading privileges. The SROs might also be looking to see that customers’ fully paid-for securities are kept apart.

The SROs also employ staff who investigate complaints and infractions. The stock exchanges and IIROC have the authority to prosecute individuals who are suspected of wrongdoing and to exact penalties in the form of fines or suspensions.

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How do you make sure listed companies are not selling investors a fake bill of goods?

Over 200 years ago in Britain, investors happily bought shares in a company whose product was “yet to be revealed” – even to itself! Today, companies like this would be drummed out of business. But lots of perfectly legitimate companies offer little more than promise. Should these companies be allowed to sell shares to the public?

One of the biggest challenges facing regulators and stock exchanges is how to strike a balance between protecting investors and ensuring valid ventures have access to capital. The company that shows little more than promise today may deliver results tomorrow. Or, it could go out of business. If a stock exchange sets too stringent listing standards to help protect investors from potential business failures, a growing venture may never get off the ground.

The industry has responded with variable listing standards. The TSX Venture Exchange, for example, has standards that are more likely to encourage companies that are brand-new. The more senior exchanges are the Toronto Stock Exchange and the Montreal Exchange and stocks here tend to have been around for a while. If you are looking for a stock on the venture capital exchanges, be very aware that the company may have no track record. That means it’s going to be risky. If the stock is not listed anywhere, you have even less knowledge or reassurance. Look closely at the prospectus and be prudent!

Over and above setting listing standards, all exchanges in Canada require listed companies to disclose full information to shareholders and potential shareholders. This includes prospectus-type information for new issues as well as a requirement for continuous disclosure. If anything new happens that will affect the company’s business, the company is obliged to release that information widely so all investors have access to it.

The industry believes that full, plain and true ongoing disclosure is good preventative medicine. It won’t stop companies from going under, but it might stop you from sinking, too!

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What is being done to prevent insider trading?

The industry has made headway in ensuring equal treatment for all investors. For example, it was often said that investors who owned non-voting shares were disadvantaged, not just through restricted voting rights but also if the company was being taken over. Common shares with restricted voting rights still exist, although they are unpopular and must be clearly identified as non-voting shares. Most companies now provide a coat-tail provision that gives non-voting shareholders a chance to take part in any special deals that are offered for the shares in a takeover.

Insider trading is carefully regulated. Insiders are those who have special access to information about a company that is not generally known and would affect the price of its securities. Anyone who is defined as an insider by the securities commissions has to report any trading in the security. It is illegal for advisors, investors, and anyone party to inside information to act on it.

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Why can’t I get a specific quote?

If you can’t get a particular quote, it might be because that symbol is not in our database. Please contact us at 1.877.742.2900 and we’ll get the symbol set up within 2 business days.

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Are my investments as safe with a small firm as with a large or bank-owned dealer?

Yes. The securities industry is regulated to ensure that all firms have enough capital for the business that they do. All firms that are members of an SRO must meet capital and liquidity requirements on an ongoing basis.* If a company suddenly can’t meet the test, industry regulators are immediately alerted to the problem. The company must prove that it can meet the capital and liquidity requirements and show what action has been taken to ensure that this takes place quickly. Even if the worst happens and the firm becomes insolvent, your cash and securities must be returned to you by the receiver or trustee. If there is a shortfall and your account was with a member of one of the Self-Regulatory Organizations, your account is protected by the Canadian Investor Protection Fund.

Because of this system, you are just as safe with a small broker as a large one.

*In Quebec, the provincial securities commission monitors capital and liquidity requirements

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Do the quotes stream?

The quotes in the Quote Box do not stream but will update on a cycle. We call them snap quotes – meaning a snapshot. Use Get Quote to get a more detailed quote which you can refresh (press F5) or request the quote again.

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Do quotes display real time data?

No. The data displayed is delayed by 15 minutes. For real-time quotes, you’ll need to complete the real-time quote agreement and confirm you’re not a brokerage firm professional* on an annual basis. You can complete the agreement online by logging in and clicking on the “real-time” link on the quote page or in the trading menu footer.

*You’re considered a professional user for real-time data purposes if you’re an Investment Advisor, IR, RR, IA Assistant, Partner, Director, Officer, or other Executive, and any trade desk employee.

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What is the real-time agreement?

The Real-Time agreement is an annual online process for clients to upgrade from 15 minute delayed quotes to real-time quotes. Once you log into your account, click on the Real-time link on the quote page or in the left-hand footer of the trading website. You’ll be asked for information on your identify, your occupation, and then answer several questions to confirm that you are not a brokerage firm professional (Pro)*. Once you have completed the exchange agreements to certify that you are not a Pro you will have instant access to real-time quotes. There is no cost to Non-Pro clients to subscribe to real-time quotes. If you’re considered a Pro for real-time purposes, you’ll need to contact Credential Direct to start a manual agreement process to subscribe at your own cost for real-time quotes.

*a brokerage industry professional is an Investment Advisor, IR, RR, IA Assistant, Partner, Director, Officer, or other Executive, and any trade desk employee.

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Can you tell me more about the investor protection fund?

Credential is covered by CIPF insurance which provides up to $1 million dollars coverage per separate account. Visit the CIPF website for specific coverage details. GIC’s are also covered by CDIC insurance of $100,000 per GIC issuer.

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How many stocks can I watch in my Watchlist?

Up to 500 stocks and/or indices.

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How do I set the order in which my Watchlist stocks will appear?

The order in which you place them in the Custom window (left to right) is the same order that will display (top to bottom) on your watch list.

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Can I buy/sell stocks directly from a quote?

To buy/sell stocks just click on the Buy or Sell button and you’ll be directed to the Trade > Equities page where you can place an order.

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If I have questions about my account, can I talk to my credit union representative?

For the most accurate and timely information, we recommend that you contact us directly. Our investment representatives can answer all your questions.

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What is a Client ID?

Your Client ID is a 6 digit alphanumeric code that makes up the root of all your account numbers. It’s also called an Account Group. Ex. John Smith’s Client ID is 2V0000 being the first 6 characters of his Account number 2V0000A0.

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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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My address changed, how do I update it with you?

If you would like to change your address with Credential Direct please note we require either signed written notice or you may change it online under the My Profile > Account Settings.

You may also complete an Address Change or write a signed letter with your new address and contact information, then fax, scan/email, or mail it to Credential Direct.

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How do I update my bank information on file?

In order to update your banking information on record to complete electronic funds transfers (EFTs) please complete and fax, scan/email, or mail in the following items:

  1. Electronic Funds Transfer Authorization
  2. A copy of the void cheque or a Account Confirmation Letter from the chequing account you would like to add or change to.

Please allow 2 business days for processing.

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How do I change my Login password or my Trading Password?

Go to My Profile > Account Settings to change either password.

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I have multiple accounts with multiple trading passwords. Can I change them to have just one password?

Yes! Go to the Preferences tab in your Account Settings and make the changes under the “Trading Password” category. You can apply the same password to all account groups, just be sure to check the “Apply to all groups” box.

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How do I add options trading to my account?

Complete a New Account Application Form (Accounts > Open a New Account) and mail to us for processing. Please be sure to sign for All Account Types and Margin and Options trading on page 5 (in additional to any other required signature areas). If we have already cleared a cheque in your name and the banking information is the same then no new cheque will be required. If your ID has not expired since your last account opening then we can use the ID currently on file. However, if your ID has expired then a new copy of the updated ID will be required.

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How do I deregister funds or securities from my RSP or RIF?

To take money out of your RSP or RIF as a deregistration, please complete the RSP Deregistration and send it to us. In-kind deregistrations require cash to be available in the account to cover the Withholding Tax and Deregistration Fees. Phone us to discuss if you have any questions.

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How do I withdraw stocks from my account?

If you want to receive a stock certificate for securities in your account, phone a representative. The fee is $200 and takes about 2 weeks for delivery of Canadian Stock certificates and 4 weeks for delivery of U.S. stock certificates. Rush delivery is available for $400 plus GST. Allow 5 business days for delivery.

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When can I start trading?

Once your account application has been received and processed by us, we’ll notify you by email that your account is ready for trading. If you did not provide an email address with your application, you must contact us at 1.877.742.2900 for access.

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Why can’t I place a trade?

If you have a new account, it can take up to 5 business days for your cheque to clear. Once your cheque clears, your account will be ready to go and you can start trading!

If you have an existing account, it may be that the account is restricted due to returned mail. Visit Account Settings to see if your address is up to date. If it needs updating, you can change it there and we’ll update your account within 2 business days. If you’re unable to place a trade because of a different situation, give us a call and we’ll look into it: 1.877.742.2900

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What types of securities can I purchase?

Your Credential Direct trading account gives you the flexibility to buy stocks, bonds, mutual funds, options, GICs and other money market instruments. We don’t offer commodities or futures trading at this time.

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Can I trade after-hours or pre-market?

Currently, we don’t offer access to these markets.

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When should I pay for my first trade?

Your first trade must be covered by sufficient funds or security in your account. If you have entered an Electronic Funds Transfer, that is perfectly acceptable even though the money won’t physically come into your trading account for 1 to 2 business days.

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Can I use my credit card to pay for a trade?

No, Credential Direct does not accept credit card payments. However, you could do a cash advance from your credit card, deposit the cash into your chequing account and then process an EFT, or a bill payment, into your Credential Direct trading account.

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How can I confirm my order was submitted?

After you have entered your order online you will get a confirmation screen with an order reference number. We suggest you print this screen. You can then go to Trade > Pending Orders to view the status of that order or to change the order; or, go to Accounts > Account History to see the historical transactions in your account if the order is filled.

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How do I know my trade is completed?

You can view active orders by going to Trade > Pending Orders to view the status of that order or to Accounts > Account History to see the historical transactions in your account. You can also phone Credential Direct at 1 877.742.2900 to speak with an Investment Representative. A paper confirmation of a completed trade will be mailed to you the day after the order is filled. You can also check your account statement which is mailed to you after the end of the month, or available online at Accounts > Online Statements when you have a transaction in your account.

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What is an All or None (AON) Order?

AON in is a special terms order available only on U.S. Markets that restricts your trade to be transacted only if all the shares can be traded at one time. This order is handled manually and will not reflect in the bid/ask quoted from the exchange.

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I placed an All or None (AON) order and the stock traded at my price, why didn’t it get filled?

Because an AON is a manually handled restricted order it may be more difficult to fill. The specific number of shares you have indicated must be available at that price for your order to be executable. You may see trades happening at your price but the quantities may not be sufficient to fill your order. Unrestricted orders have priority over restricted orders.

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How do I take the All or None (AON) restriction off my order?

If you’ve placed an AON order on your trade and you want to remove it, you must cancel the AON order and enter a new order without the AON restriction on it. Be aware that your cancellation is subject to prior fill.

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What is a STOP Order?

A sell Stop Order is a special terms order that restricts your sell order to only be traded if the stock price drops down to a limit you specify. If you’re placing a buy order as a Stop Order, you would place the limit price above the current price so that you only buy once the stock rises to a certain price. Ensure you select “Special Terms” on your order.

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What is the “On Stop with Limit” checkbox for?

Your stop order must have the number of shares, the limit price that will be the ‘trigger’ and an On Stop with Limit price of what the lowest price you are willing to accept for your sell order (or the maximum price if it is a buy order).

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I want to take the Stop Order restriction off of my order, how do I do it?

If you’ve placed a Stop Order on your trade and you want to remove it, you must cancel the Stop Order and enter a new order without the Stop Order restriction on it. Be aware that your cancellation is subject to prior fill.

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Can I buy an odd number of shares? Odd lot orders?

Yes you can trade less than an even board lot, but trading standard units is recommended as priority is given on the exchanges to even board lot orders.

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I placed a mutual fund order online, why isn’t it showing in my account?

Mutual Fund orders can be placed online but the processing of the order is handled more manually than stock trading. The cut-off time for same day pricing of most mutual funds is 1:00pm Pacific Standard Time. Allow 1 business day after your request for the order to reflect in your account. Be aware that some mutual funds only price once per week, once per month, or once quarterly. Contact the fund company for details.

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Can your investment representatives tell me what to buy?

Accounts at Credential Direct are entirely self-directed, so you are your own broker. We do, however, provide assistance on how to use our trading platform and tools research.

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What is the difference between market value and book value?

Market value is the current estimated value of your holdings (i.e. if you were to sell them today). Book value is your cost of purchasing the holdings in your account. Unrealized Gain/Loss is the difference between what you paid for a holding and approximately what you could sell it for, given current market conditions.

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What does Buying Power refer to?

Buying Power applies to margin accounts and represents the dollar amount the account owner could borrow in order to make a further purchase on margin. Buying Power is your cash balance plus the loan value of any marginable securities in your account. Buying Power is updated each time you visit the page. Cash and registered accounts will show a Buying Power equal to their trade cash balance.

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What’s the difference between Trade Cash and Settlement Cash?

You technically do not pay for a purchase until the settlement day; and, you do not actually receive money from a sale until settlement. The Trade Cash value is a forward looking value of the amount of money which will be in your account when your trade has been settled but represents what you can use now to make another trade. The Settlement Cash is the money in your account that has already settled and represents what is available to be taken out of the account.

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What’s the difference between the Market Value and the Equity value?

Market Value shows the value of the securities in your account, updated every 20 minutes. Equity value is the Market Value plus the cash in the account.

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