Status of Global Search

Problem Description

This issue occurs when a Global Search request uploaded on the portal exceeds the 24-hour turnaround time (TAT), and the broker needs an update on the status of the request.

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It could be because of a high volume of requests, application downtime, network issues, submission of wrong or incomplete documentation, or incomplete payment.

Step-by-Step Resolution

Please note that incorrect documents are the most common cause of delays. To avoid, ensure all required documents listed below have been properly completed, verified and uploaded:

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Required Documents to Resolve

Depending on the type of account (individual, corporate, or estate), the following documents may be required:

- Recovery letter from the firm

- Client authorization letter (for corporate accounts on company letterhead)

- Indemnity letter from the firm

- Valid identification card of the client

- Death certificate (for estate accounts)

- Letter of administration (for estate accounts)

Any additional feedback or required action will be communicated through the portal.

Expected Resolution Timeline:

Within 24 business hours, provided all documents and requirements are complete.

Additional Tips/Notes:

Always verify documents before uploading.