FAQs

Top Five FAQs

1. What do I do if I forget my Investor Access User ID, password or Answer to personal security question?

   If you have forgotten your Investor Access User ID, enter your email address in the "Forgot your ID?" section on the Login page and click the "Submit" button. If your email address matches the email address you provided during registration your Investor Access User ID will be emailed to you.

   If you have forgotten your password, enter your Investor Access User ID in the "Forgot your password?" section on the Login page and click the "Submit" button. You will then be asked to answer your personal security questions. If your answers match the answers you provided during registration, you will be permitted to choose a new password.

   If you have forgotten the answers to your personal security questions contact our customer service, Monday to Friday from 8:00 a.m. to 8:00 p.m. ET at 1-800-263-8349.

2. What information do I need to register?

   You will need your Registration ID and Registration Pin.

3. Will I be able to access my accounts as soon as I register?

   You must complete a user profile and select new passwords before you can access your accounts. When you log in to Investor Access for the first time, you will need to use your Registration PIN as your password.

4. What services are available through Investor Access?

   Investor Access includes the following services:

   • View your investments, current market values and transaction histories
   • Verify your personal records for accuracy to ensure efficient and accurate mailings and tax reporting.
   • View details on systematic purchases and withdrawals Registered Retirement Savings Plan (RRSP) payroll contributions
   • Access tax information including tax receipts, capital gains and distributions
   • View your B2B Bank Dealer Services statements
   • And more!
5. How does B2B Bank Dealer Services ensure security of my personal information?

   B2B Bank Dealer Services uses Secure Socket Layer (SSL) technology to encrypt and protect your personal information as it crosses the Internet. This technology is supported by all modern day browsers.

Registration and Login FAQs

1. How do I register for Investor Access?

   If you have a B2B Bank Dealer Services account, go to www.b2bbank .com click on the "Register" link under the Sign in Investor Access tab and follow the step-by-step instructions. You will need your Registration ID and your Account Number. With this information you can request your Registration PIN which will be mailed to you on the next business day. Once you have both your Registration ID and Registration PIN you can complete the registration process. You will be required to provide us with some personal information that will be matched to your profile for secure access. If the information provided is correct, you will be able to access your B2B Bank Dealer Services account(s).

   If you require assistance, please contact our customer service, Monday to Friday from
   8:00 a.m. to 8:00 p.m. ET at 1-800-387-2087.

2. How do I get my Registration ID?

   Please contact:
   B2B Bank Client Services, Monday to Friday from 8:00 a.m. to 8:00 p.m. ET at 1-800-263-8349.

3. Why must I wait for my Registration PIN to be mailed to me?

   Your Registration PIN is only available by mail for your own security. To protect the security of your account information, only you know your Registration PIN. It will be mailed to you on the very next business day. As soon as you receive it you can complete the registration process and login to access your account information securely online.

4. Why am I getting an "Invalid Registration ID and account number combination" message when I try to request my Registration PIN?

   If you've tried to enter your Registration ID and account number a few times and you keep getting this message, it may be caused by one of the following situations:

   • The Registration ID entered does not exist. Please double-check the Registration ID found on your account statement and try again.
   • You have already registered your ID. Please proceed to the login page.
   • Your ID is inactive. Please contact Client Services for assistance.
   • The ID entered is not an Investor Access ID. If you are an Advisor, please register for Advisor Access.
   • The account number entered is invalid. Please double-check the account number found on your account statement and try again.
   • The account number you entered is inactive. If you have another B2B Bank Dealer Services account, try using that account number instead.
   • The account number entered is not associated with your ID. If you have another B2B Bank Dealer Services account, try using that account number instead.
   • The address on the account number entered is inactive. Contact Client Services to provide us with your correct address and to order your Registration PIN.

   If the problem persists you can contact Client Services for assistance:
   B2B Bank Client Services, Monday to Friday from 8:00 a.m. to 8:00 p.m. ET at 1-800-263-8349

5. Why am I getting an "Invalid Registration ID and Registration PIN combination" message when I try to register my ID (Registration Step 2)?

   If you've tried to enter your Registration ID and Registration PIN a few times and you keep getting this message, it may be caused by one of the following situations:

   • The Registration PIN entered has expired. Please verify the expiry date on the PIN transmission letter. If the PIN has expired, please follow once again step 1 of the registration process to ask for a new PIN.
   • The Registration ID entered does not exist. Please double-check the Registration ID found on your account and try again.
   • You have already registered your ID. Please proceed to the login page.
   • The Registration PIN entered does not match your Registration ID. Please double-check the Registration ID found on your account statement and your Registration PIN and try again.
   • Your Registration ID is inactive. Please contact Client Services for assistance.
   • The User ID entered is not an Investor Access ID. If you are an Advisor, please register for Advisor Access.

   If the problem persists you can contact Client Services for assistance:
   B2B Bank Client Services, Monday to Friday from 8:00 a.m. to 8:00 p.m. ET at 1-800-263-8349

6. How will I know if I have registered successfully?

   You will receive a message stating that your Investor Access registration has been completed. Once completed, you will be able to view your B2B Bank Dealer Services accounts, after logging in.

7. Once I have registered how do I login to Investor Access?

   To login, click the Investor Access drop down under then Sign In tab in the B2B Bank homepage. You can then enter your User ID and password to login. When you log in to Investor Access for the first time, you will need to use your Registration PIN as your password.

8. How do I change my Investor Access User ID and password?

   You cannot change your User ID but you can update your password. Your password can be changed any time after you have registered by selecting the "My Profile" option. This option will allow you to update your personal information. Mandatory information is marked with an asterisk (*).

9. Why do I have to create a security question and answer?

   If you forget your User ID or password, we will use your confidential information (question and answer) to verify your identity and immediately restore your access.

10. What does the "Remember My ID" box mean?

    When you login using your User ID and password, check the "Remember My ID" box and your browser will automatically populate your User ID information each time you login so that you will only have to enter your password.

11. How would my spouse access our account if we have a joint account?

    For security measures, there will only be one User ID and password for each account whether the account is individual or joint.

Investor Access Support

1. How current is my account information on-line?

   Your account information is updated on a daily basis.

2. Who do I contact for assistance?

   For B2B Bank Dealer Services account inquiries, please contact B2B Bank Client Services,
   Monday to Friday from 8:00 a.m. to 8:00 p.m. ET at 1-800-263-8349

   B2B Bank Dealer Services recommends that investors contact their independent advisor for account updates or inquiries relating to their accounts.

3. Can I view My Documents on-line?

   Yes. If you have registered for Investor Access, login and select the "My Documents" option from the navigation bar. Documents are available in Adobe Portable Document Format (PDF) and can be viewed with Adobe Acrobat Reader.

   You can download your FREE copy at: https://www.adobe.com/

4. How will I know when my account statements are available on-line?

   Statements are posted online approximately 15 days after the end of each statement period.

5. How can I access a joint account online?

   A joint account will only have one User ID and password for security reasons.

6. When can I access my accounts online?

   You can access your accounts from 4:30 a.m. to 12:00 a.m. ET Monday to Friday,
   4:30 a.m. to 6:00 p.m. ET on Saturday, and all day Sunday.

My Documents

1. What document types will I be able to view online?

   The My Documents page lists all of the following account documents: Statements, Transaction Confirms, Tax Receipts and Communications for B2B Bank Dealer Services accounts that you are authorized to access.

   B2B Bank Dealer Services Tax Receipts are now available.
   

2. How long are My Documents available online?

   Your Account Statements, Tax Receipts and Transaction Confirms will be available for 10 years from the issue date.

3. What do the document statuses mean?

   Documents may have the following 'Status' assigned to them.

   • Amended - A document that has been posted to My Documents and has been modified due to an adjustment or change to financial numbers and/or account specific errors to the document.
   • Cancelled - A document that has been defined as invalid due to incorrect information.
   • Duplicated - A copy of the original document.
   • Original - The first version of the document.
   • Renewed - A document that was issued in a previous year and is still relevant to the current year.
   • Revised - A document that has been published to My Documents and has been modified due to major changes to content of the document.
4. What does a document labelled as "new" represent?

   A document will be labelled as "new" if it was recently posted on the site. The "new" label will appear for five business days.

5. What does Tax year represent?

   The 'Tax Year' represents the "tax year" in which the tax document should be allocated to for tax reporting purposes.

6. How do I filter the list of documents?

   To filter the list of documents, select one option or a combination of options from the following filter menus: 'Date Issued', 'Account', 'Document Type', 'Tax Year', or 'Status'. Click 'Submit' to display a list of documents related to the filter or filters selected.
   Click 'Reset Filter' to display a list of documents for the current calendar year and default account(s).

7. How do I view documents from a previous issue year?

   Click an 'Issue Year' link to display a list of documents issued in that year. Documents for the current calendar year will always be listed as the default.

8. How do I specify the number of documents listed per page?

   Select an option from 'List Results' to specify the number of results (rows) listed per page. The default lists 20 results (rows) per page.

9. How do I view a document?

   From the list of documents click a 'Date Issued' link to view the Document.

10. How do I download and save My Documents?

    For Adobe Acrobat Reader, select the document you want to download by clicking the document link. Click the 'Save a copy of the file' icon and select where you want the document downloaded.

11. Can I print My Documents online?

    Yes. Select the Adobe Acrobat Reader printer icon to print your account document. If you would like the document to print to the page size, select the 'Shrink oversized pages to paper size' check box.

12. Can I print and file an online tax form with CRA?

    Yes. The PDF tax files are duplicates of the original tax form issued.

Technical Support

1. What is encryption and how does it work?

   Encryption is the process by which information sent over the internet is encoded so that it cannot be read without being decoded. Most secure web browsers contain encryption software from RSA Data Security Inc.

2. Which web browsers do you recommend?

   This web site has been optimized to work on all modern day browsers.

3. What do I do if someone learns my User ID or password?

   Your User ID is linked to a password, therefore, no one can login without your password. If you suspect that someone knows your password, you can change it on-line by clicking on "My Profile"

4. What is a PDF and what do I need to read a PDF file?

   Portable Document Format (PDF) is a method of displaying, saving, and printing documents. A PDF replicates the appearance of printed documents and we recommend that you use PDF when viewing your clients' statements online as they download faster and are easy to save and print. To open, save and print a PDF, you must have Adobe Acrobat Reader installed on your computer.

   You can download your FREE copy at: https://www.adobe.com/

5. What is cache and why is it important to clear my cache for security measures?

   Cache has been designed to improve performance and reduce network traffic. When you view a web page, it is stored in both your browser's memory cache and your computer's disk cache. Your browser relies on its memory cache when you use the browser "Back" button. Rather than going to the network to retrieve the page, the page is retrieved from the browser memory cache. After you logout of Investor Access, your account information cannot be viewed. However, information may be viewed using the browser "Back" button. To protect the confidential nature of your personal information, we highly recommend that you clear your browser's memory cache or close your browser (which will also clear the browser memory cache) after your session.

   You should also be aware that by retrieving a page from cache, you might be provided with stale information. If you need to ensure that your cached page is being compared to the network page for accuracy, select the "Refresh" (Microsoft Internet Explorer) option from your browser toolbar.