Refer to this online support page for quick answers to your client portal needs. For additional support with your portfolio, monthly statements, investment planning and administrative needs, contact your financial professional.
You can reset your password by completing the Forgot Password process . To verify your identity, please enter the personal information you supplied when you registered your user ID. After the information is confirmed, you will be prompted to create a new password.
Passwords are case sensitive and may include numbers and special characters. Check to see if your caps lock button is on.
You can change your password at any time by completing the following steps:
No. For security reasons, the website does not save your password.
Your user ID identifies you to the website and determines which accounts display. You created this user ID when you registered. If you forget your user ID, complete the Forgot User ID process
No. For security reasons, the user ID you created during registration cannot be changed. You can, however, register a new user ID and cancel your previous one.
Your user ID is automatically disabled after four incorrect sign-in attempts.
To re-activate your user ID complete the Forgot Password process or call Client Support Services, toll-free at 1-800-933-9946, weekdays from 8:00 a.m. to 10:00 p.m. ET and Saturdays from 10:00 a.m. to 6:00 p.m. ET. After verifying your identity, Client Support Services will unlock your user ID and restore your service.
Current clients of RBC Clearing & Custody firms are eligible to register for online access.
No.
You can view up to 100 accounts for each user ID you establish.
Yes, however online access is intended to provide information and documents in compliance with applicable United States laws and regulations.
For non-U.S. residents or citizens, RBC Capital Markets, LLC might not be licensed in your jurisdiction, and the contents of this website are not a solicitation or advertisement in your jurisdiction.
No, we require that the custodian for the account be the one to register to view it online.
Go to Settings > Manage Accounts > Remove Accounts.
You can add an extra layer of security when logging into your account by using two-step authentication. To enable two-step authentication, go to Settings > Security > Login Security.
Yes, you can update your security preferences at any time and may disable two-step authentication. Go to Settings > Security > Login Security to update your settings or call Client Support Services, toll-free at 1-800-933-9946, weekdays from 8:00 a.m. to 10:00 p.m. ET and Saturdays from 10:00 a.m. to 6:00 p.m. ET for assistance.
Disabling two-step authentication will only affect receiving a passcode when logging into your account. Two-step authentication is required to access certain features after login.
Call Client Support Services, toll-free at 1-800-933-9946, weekdays from 8:00 a.m. to 10:00 p.m. ET and Saturdays from 10:00 a.m. to 6:00 p.m. ET. For security reasons, you will be asked to verify your identity.
Once you enable two-step authentication, you can select “Remember this device” when prompted to enter a passcode at login. The next time you login on that device, you will not be prompted to enter a passcode. For security reasons, devices are automatically cleared after 30 days. You will be required to enter a passcode at login whenever your device is not recognized.
Two-step authentication provides an extra layer of security by requiring a passcode in addition to your User ID and password when logging into your account. If two-step authentication is enabled at login, any devices you have remembered are cleared after 30 days and a passcode is required to login. Additionally, a passcode may be required to access certain features after login.
Two-step authentication helps prevent unauthorized access to your account and protect your personal information. A valid passcode is effective for 15 minutes; after 15 minutes you may need to re-enter a passcode when accessing certain features.
To add an account for online viewing:
The account should appear online in one to two business days.
Note: If you are not the account owner, please have the account owner contact their financial advisor’s office or Client Support Services at 800-933-9946 option 3. Authorization must be given before accounts are available to view online.
To update your account address information, please contact your financial advisor.
We feel it is best to consult with a financial professional prior to placing securities trades and therefore do not offer client-directed trading online. If you would like to place a trade, please contact your financial professional.
Note: Your financial professional cannot not accept any transaction instructions via voicemail or written communications and will need to speak with you.
The mobile app is compatible with iPhone, iPad and iPod touch, and Android phones. It requires iOS 13.0 or later, and Android 10.0 and up. Android tablets are not currently supported.
Enter the same user ID and password you used to set up client portal access.
From the mobile app main menu, go to Security and select enable/disable Face ID.
Your mobile cash management features match those available in the client portal.
Mobile deposit is available to clients who have registered for the client portal. To register:
No, mobile deposit is a free feature.
No, the check deposit feature is only available through the mobile app.
All accounts are eligible except retirement accounts.
You may deposit the same types of checks that you typically mail or drop off to your financial professional for deposit. Cashier’s checks, traveler’s checks, starter checks, international checks and U.S. savings bonds are not eligible.
Yes, before you are able to deposit your check through the app, you must sign the back of the check.
Mobile deposit limits are shown on screen when you begin the Deposit. Generally, the daily limit is $100,000 and monthly is $250,000.
Yes, you will receive a deposit completed message after the deposit is made. An email will be sent once your deposit has been accepted and a message about the deposit will be sent to your financial professional.
Checks deposited before 4 p.m. Central will be posted in the account the same business day. Checks deposited after 4 p.m. will be available after 12:30 p.m. Central the following business day.
Place your check on a flat, dark surface in a well-lit room so that you can steady your device’s camera to capture all four corners of the check.
You may receive a notification of a duplicate check or poor image within the app. If there are further issues with your deposit, you will receive an email notification that your check was rejected.
Note: If your check deposit is identified as a duplicate or rejected, it cannot be resubmitted through the app. You will need to mail or bring the physical check to the branch or request that the issuer reissue a new check.
It is recommended that you save the check(s) until you have confirmation that the deposit has been successfully credited to your account. In case the original check is required for any reason, it’s recommended you retain the check(s) for a week before destroying.
Paperless election means that you no longer receive the paper account documents in the mail and that you receive an email notification when the new account documents are available to view online.
Yes, you need to complete registration for online access in order to make paperless elections and view your documents online.
To go paperless, do the following for each account:
For security purposes, only account owners are able to elect to go paperless for their accounts. The following individuals can make elections on the specified account types:
*For single accounts, account owners may make paperless elections with the following exceptions:
Any election-eligible person can make initial elections online and go back to change elections at a later time, whether they make the initial elections or not.
In cases of multiple account owners accessing the same account using different user IDs, the first owner to make paperless elections receives the email notification. Only one owner per account can receive the email notifications that their electronic documents are available. Individuals who are not the account owner, as listed above, can view the account online or receive duplicate paper copies of account documents, such as statements or confirms. These individuals cannot make paperless elections, but they can go paperless by having the account owners contact the financial professional for the account.
Individuals who jointly own some accounts cannot make paperless elections to non-joint accounts. For example: You cannot go paperless for a spouse ‘s IRA.
If you elect to go paperless, you will be notified by email when the related electronic documents become available for viewing on a third-party website. Please note, in some instances you will continue to receive printed versions of these documents if the fund company does not produce an electronic version of the report.
To view and download current and archived account documents, sign into our secure client portal and select Documents at the top of the screen. You can also contact your financial professional for copies of tax documents.
Yes, we support select TurboTax and H&R Block downloads and features.
Cost basis is the price you paid to purchase a security plus any additional fees or commissions. This is displayed as “Net Cost” and is used to determine tax liability (gain or loss) when the position is closed in a taxable account.
If the cost basis is not known, N/A (not available) appears under both Net Cost and Unrealized Gain/Loss. If you can provide this information, contact your financial professional to have it added. Common reason for N/A includes stock splits and partial sale of a security position.
We subtract the net original cost of the security, identified as Net Cost on the site, from the current market value. For short sales, we subtract the current market value from the net sale proceeds. Where applicable, gain/loss is broken out between purchased tax lots and reinvested tax lots.
The calculation is affected by the following security types and other factors:
Cash management features may vary, please consult with your financial professional.
From the Home page, in the Your Accounts section, choose the More icon (three dots) for the appropriate account and then choose Bill Pay.
Checks are ordered via a third-party site. To access it:
From the Home page, in the Your Accounts section, choose the More icon (three dots) for the appropriate account and then choose Transfer Funds.
From the Home page, choose “Transfer & Pay” and then choose “Transfer Funds.”
Contact your financial professional to change or update your beneficiary designation(s).
If the account has been recently closed, contact your financial professional. If the account has been purged from our system, contact our Document Retrieval department at 833-687-2296, option 6, for more information.
For general inquiries:Monday – Friday: 8:30 a.m. – 6:00 p.m. ETTelephone: 1-800-759-4029
For Online account access help:Monday – Friday: 8:00 a.m. – 10:00 a.m. ETSaturday: 10:00 a.m. – 6:00 p.m. ETTelephone: 1-800-933-9946Email: clientsupport@rbc.com
Client Support Services is closed on the following holidays:
RBC Clearing & Custody does not provide tax or legal advice. All decisions regarding the tax or legal implications of your investments should be made in connection with your independent tax or legal advisor. No information, including but not limited to written materials, provided by RBC C&C should be construed as legal, accounting or tax advice.