Problem Description
This situation arises when the investor’s account does not appear on the Broker Portal for KYC update.
⚠️
This happens because the investor's account has been suspended due to incomplete KYC information in compliance with SEC requirements.
Step-by-Step Resolution
1. Send an email to the our contact centre team with the CSCS Account Details (CHN and Account Number) requesting that the account be added to the Brokers Portal.
2. Our team reviews the request, adds the account to the portal, and sends a confirmation.
3. Once added, proceed to update the investors KYC details.
✅
Please ensure that both the CHN and ACCOUNT NUMBER is correct.
Expected Resolution Timeline:
Within 12hrs