This occurs when a new account creation request is initiated on the portal, but the system does not return the account details (Account Number and CHN).
1. Refresh the page displaying all initiated accounts.
2. Check if the account details (Account Number and CHN) appear after refresh.
3. If the details still do not load, send an email to our contact center team with the screenshot of the pending account as an attachment in the email.
4. Our team will review and resolve internally
5. Once resolved, the account number and CHN will be shared with the broker via email.
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Please ensure that the initiated account has been approved on the broker’s end, as unapproved requests may not progress.
Expected Resolution Timeline:
Within 24hrs after receipt of the complaint email