Web Access Help for an Investor
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Web Access Help for a Financial Advisor REGISTRATION If I am an investor, how do I log in for the first time? If you are logging in for the first time, you will need the Investor ID issued to you by the transfer agent. From there, you can either use the PIN provided to you separately by the transfer agent or follow the prompts to verify proper account access. If you are not using a PIN, you will need the SSN that is on the account and the zip code associated with the address on file. How do I get my Investor ID and PIN? You should receive your Investor ID and PIN within 30 days after your investment is received. It will be mailed to you at your address on record. If you do not receive it or you may have misplaced it, you can send an email requesting this information to {{email}} or by calling {{servicePhone}}. How do I create a username and set up my own password? Once account access has been verified, you will be prompted to create your own username and password that are unique from the original Investor ID and PIN you were provided with. If you are revisiting the site, you will need to log in using the username and password you created during the initial registration. What does it mean if it says "No user found with provided information"? To proceed without a PIN, you must enter the TAX ID or SSN on the account as well as the zip code associated with the address on file. If either of those do not match what we have on file, you may receive the error message above. If you have tried what you believe to be correct and still receiving the error message, you can contact us by calling {{servicePhone}} or by emailing us {{email}}. What if I lost or forgot my username and/or password? You can choose the Forgot Username or Password by clicking the "Forgot Username" or "Forgot Password" on the main login page and follow the instructions. If you set up security questions, you’ll be able reset your password by correctly answering those questions. How do I change my username and/or password? Once you have created a username and password, you may change it at any time on the My Profile page.
GO PAPERLESS- ELECTRONIC DELIVERY OF INVESTOR CORRESPONDENCE How do I enroll in electronic delivery? You may elect to receive investor correspondence electronically by going to the My Profile page, choosing "Edit Profile" and checking the box on the Edit Profile page. By checking this box, you consent to the delivery of all documents relating to your investment(s) in {{companyName}} funds to the email address provided or through the posting of such documents on each fund's website, which can be found on the Contact Us page. Be sure to enter an email address for all information to be delivered to if one is not already on record. This consent is effective until revoked. What information will I receive electronically? When investors enroll in electronic delivery, certain investor communications (monthly reports, annual reports and other relevant information) will be sent to your email address on record. You may also receive notifications of changes to your account or of new information relating to your investment(s) that is now available to view on the website. May I change this option in the future? If so, how? You may revoke this consent at any time by removing the check mark on the Edit Profile page or by sending an email to {{email}}. You should understand that by revoking this consent, all documents and not just a portion of the deliverable documents, will no longer be sent electronically. You may request paper copies of any document delivered electronically by contacting Investor Services at {{servicePhone}}.
MAKING CHANGES TO MY ACCOUNT How do I make changes to my account? For your protection, certain changes to your account (e.g. distribution mailing address) must be made in writing and signed by all titleholders that are listed on your account. We have listed the most common types of changes and how to accomplish them below. How do I link multiple investor access identification numbers together? For different reasons, you may have been issued 2 separate Investor IDs and PINs. These can be linked together so all your positions will be consolidated under a single username and password. Go to your My Profile page and you'll see "Link Accounts" section. Enter the original Investor and PIN of the login you would like linked to your account. Changes that can be made via the Web access Home address Email address Web access username and password Security questions Changes required in writing by all titleholders Change of registered representative or Broker/Dealer firm ( Broker Dealer Change Form ) Change in title or registration ( Application for Transfer Form ) Account number at Broker/Dealer firm Changes required in writing by all titleholders OR registered representative Home address change IF this is also the address for your distribution checks ( Investor Address Change Form ) Distribution address ( Investor Address Change Form ) How do I change the registration of my investment? Anytime a security has a change in title or registration, a registered transfer agent must process and adhere to the rules of the SEC and to the policies and rules that may be outlined in the prospectus of a particular security. All changes to a title must be in writing and signed by all current legal titleholders with the Medallion Signature Guarantees. The paperwork that accompanies the request is as important as the request in order to accomplish what you need. Here are a few of the more common changes and what they require: For additional transfer requirements, see below. From an individual or joint tenant registration to a trust Letter of Instruction or Application for Transfer Form signed by all current titleholders Pages of the trust showing the name of the trust, name of the trustee, date and trustee signatures From joint tenant registration to individual registration (from a deceased titleholder to the remaining joint tenant) Letter of Instruction or Application for Transfer Form signed by titleholders (no Medallion Signature Guarantee required) Copy of the death certificate From a deceased investor to an estate or a beneficiary Letter of Instruction or Application for Transfer Form Copy of the death certificate Certified letters of testamentary because the estate did not go through probate. An Affidavit may be sent in lieu of the letters. We can mail you the Affidavit and the beneficiary can sign it. The Affidavit must be Medallion Signature Guaranteed.
What are the transfer requirements? A transfer requires either an Application for Transfer Form or a Letter of Instruction (LOI) signed by all current legal titleholders and all new legal titleholders. All signatures must be Medallion Signature Guaranteed. For the new titleholder, we require: Social Security number or Tax ID Registration type Broker/Dealer and representative's name and address New distribution address If there is a Power-of-Attorney (POA) involved, a copy of the POA should be enclosed. In addition, the following requirements may also be applicable, if the transfer is to one of the following registration types:
If the transfer is due to death, we require: Copy of the death certificate Certified letters of testamentary (often called Court Appointment or Letters of Administration).This must be dated within 90 days of our receipt. Affidavit (in lieu of Letters of Testamentary if there was no probate). Affidavit must be signed by beneficiary and be Medallion Signature Guaranteed.
In addition, other requirements may also be applicable, if the transfer is from or to the following registration types:
IRA to IRA accounts only If you are simply changing the trustee or custodian on your IRA account, we require: Letter of Instruction (or Application for Transfer Form* ) signed by an authorized trust officer from the resigning custodian with the Medallion Signature Guarantee. Letter of Instruction (or Application for Transfer Form* ) signed by an authorized trust officer from the new custodian with the Medallion Signature Guarantee. *Custodians may require their own documents in place of our custodian transfer form. What is a Medallion Signature Guarantee? Signature guarantees are used across the investment industry to protect investor accounts from unauthorized transactions. The Securities Transfer Agents Medallion Program (STAMP) is a signature guarantee program endorsed by the Securities Transfer Association (STA) and recognized by securities industry participants in the United States and Canada. Where can I obtain a Medallion Signature Guarantee? Medallion Signature Guarantees may be available from the following institutions where you have an account: Broker/Dealer firms Domestic banks Credit Unions Trust companies Clearing agencies Alternatively, you may obtain an MSG through eSignature Guarantee, an online platform that offers signature guarantees, by visiting their website, www.esignatureguarantee.com. Use promo code VISTRA5 for a 5% discount and return shipping of the stamped forms at no extra charge. Why does Vistra require a Medallion Signature Guarantee (MSG)? The SEC maintains a set of overarching rules that govern transfer agents, but much of these rules are “gray” hence the need for the Securities Transfer Association (“STA”) to develop the guidelines. We are a member of the STA and look to the STA guidelines when making decisions as they are put in place to keep investors safe. If the big, reputable transfer agents that are members of the STA decided that a guideline was out of bounds, we would get together and go to the STA for a modification, not ignore the guideline. To help with efficiency and on an exception-basis only, we will accept a Letter of Indemnification, signed by the sponsor indemnifying Vistra, on a per transfer basis. This may be a good solution for the instances where MSGs are too hard to get (i.e., international transfers). Compliance should be consulted for any bespoke (non-standard template) LOIs.
VIEWING MY INVESTMENTS What are inactive investments and why are they displayed? Inactive investments are any investments that are currently inactive but have been active during the previous 24 months. These investments are listed to allow investors to access tax information, which may not be issued until after the investment is inactive. I don't want to see my inactive investments, how do I do that? You can accomplish this by selecting the "Hide Inactive" box at the top of the investments page. This page will then only show Active Investments. How do I view more detailed information about my investment (e.g. distribution history)? The Investments page provides a brief overview of your investments. Each investment has an investment number. Click on the plus sign to show more detailed information about each investment, if you have more than one. Each investment will have a Details, Transactions and Distributions section with specific investment information.
DISTRIBUTION INFORMATION What is the payee? The payee section on the Details tab shows where distributions are being sent. In order to add, change or delete a payee, please complete the Change Distribution Form and return it to the transfer agent. What is DRIP and/or what does distribution reinvestment mean in the payee box? DRIP stands for Distribution Reinvestment Plan and means you are reinvesting your distributions instead of receiving them via cash. For more information, please consult the DRIP prospectus or your financial advisor. How do I view my distribution history? On the investment page, click on the Distributions tab. This will provide you with a detailed look at each distribution paid for any year. What if I didn't receive one of my distributions? Please contact Investor Services at {{servicePhone}}. How do I change my payment option? Taxable investors may make changes to the payment option on an account in writing (signed by all title holders) by submitting a completed Change Distribution Form to our transfer agent. How do I enroll in DRIP? Please consult your financial advisor for necessary instructions and forms or {{companyName}} at {{servicePhone}} with questions regarding the plan. How do I withdraw from DRIP? Please consult your financial advisor for the necessary instructions and forms or contact {{companyName}} at {{servicePhone}} with questions regarding the plan. When is the next distribution? Please contact Investor Services at {{servicePhone}}.
TAX INFORMATION Tax forms can be found under the "Taxes" left-hand menu. If you don't see your tax forms or have questions on when they will be available please contact {{email}} or call {{servicePhone}}.
Who do I contact if I have additional questions? For questions regarding your investments and performance of a fund’s investment program, you may contact Investor Services Department at {{email}} or call {{servicePhone}}.
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Web Access Help for a Financial Advisor
REGISTRATION
If I am a financial advisor, how do I log in for the first time?
If you are logging in for the first time, you will need your Rep ID and PIN that was provided to you by mail or email.
What if I don't have or lost my PIN?
If you cannot locate the PIN provided to you, call us at {{servicePhone}} and a service rep will help you.
How do I create a username and set up my own password?
Once account access has been verified, you will be prompted to create your own username and password that are unique from the original login information provided to you. If you are revisiting the site, you will need to log in using the username and password you created during the initial registration.
What if I lost or forgot my username and/or password?
You can choose the Forgot Username or Password by clicking the "Forgot Username" or "Forgot Password" on the main login page and follow the instructions. If you set up security questions, you'll be able reset your password by correctly answering those questions.
How do I change my username and/or password?
Once you have created a username and password, you may change it at any time on the My Profile page.
FINANCIAL ADVISOR SEARCH OPTIONS
What are my options for searching the database for investors?
Financial advisors may search on either of the following: investor name, investor number, fund, Tax ID and/or investment number. The more variables you enter, the narrower your search will be. Leave all fields blank to generate a complete listing of your clients.
Which investors will be listed?
Financial advisors may search the database for investors who have a financial advisor listed as their current representative of record. The system will provide a list of all investors who have had an active investment during the previous 24 months. Inactive investments prior to the 24 month period will not be displayed. Please contact {{companyName}} at {{servicePhone}} for inactive investments not displayed.
Do I have to know the exact name of the investor I am searching for?
No. Searches may be done using a partial name or even a single letter. The system searches the database by using the last name for individuals and the first letters of the entity name for non-individual investors.
What if I don't know the correct investor number?
You must know the exact investor number to search using this function. If you don't know the number, use the alpha search by selecting the investor name function.
How do I get a complete report of all of my clients?
Go to the Reports page and click, "New Position File". It takes a few minutes to generate and once it's available, you can download it by clicking the icon under the Download button.