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COVID19 How we are continuing to serve you
March 24, 2020
Continued access to your investments This is an unprecedented time for all of us, and the situation is evolving rapidly. We will continue to follow the latest guidance from local, provincial and federal health authorities, including the Public Health Agency of Canada, to ensure that we are protecting our customers and employees. As such, we have introduced numerous programs and initiatives, including work at home measures, to protect our employees while ensuring we are available to serve your needs.Update: Due to higher than usual call volumes and telecom provider loads across Canada some customers may experience delays connecting with us. We thank you for your patience - and recommend contacting us via our live chat channel if you need support.
Additionally, in order to do our part to limit the spread of COVID-19, we will be closing our physical location at 5700 Yonge Street to all document drop offs as of March 24. We will only be accepting documents via mail or registered couriers.
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[March 21, 2020]
As COVID-19 continues to impact the global community, we want to reassure you we are here to support you through these challenging times.
Given the recent exceptional level of market volatility and trading activity, there may be occasions when wait times are longer than usual. If that occurs, we appreciate your understanding and encourage you to use chat, or use our callback option when trying to reach our customer service to help minimize your wait time.
Keeping informed
We promise to keep you informed and provide regular updates and helpful information as the situation evolves.
Frequently Asked Questions
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How can I deposit money to invest?
To learn more about the ways to make a deposit, please review our article on Account funding. All of our methods of deposit are still fully functional. -
Where are the funds that I transferred?
We offer a number of different funding methods for your account at Questrade, and each option takes a different amount of time. To learn more about the times associated with each funding method, you can review our article on Account Funding.
If your funds have been received, but you don’t see them in your account, you might be looking at the Start of Day balance rather than the Current account balance. To learn more about how to read your account balance, you can review our article on Understanding your account balances. -
How do I withdraw funds?
You can withdraw funds by logging into my.questrade.com and going to Requests > Withdraw Funds. Once your withdrawal request is submitted, you can review the status in Request History.
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Where can I find my tax slip?
To view your tax slip, log into my.questrade.com > reports > Tax slips. Select the appropriate account, download the slips from there.
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When will I receive my tax slip?
You can see the distribution dates for tax slips in our tax calendar.
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I’ve sent all of the documents, why isn’t my account active yet?
We are currently receiving much higher than usual volume of account openings. We can assure you that we are doing everything in our power to get your documents reviewed to have your account up and running as quickly as possible. In order to get your documents reviewed as quickly as possible, we recommend sending them electronically. To do so, log into my.questrade.com, click Account management > Upload documents.
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Where can I check the status of my account application?
You can see the status of your account application on the summary page when you’ve logged into my.questrade.com. Please note that due to extremely high volume, processing times are much higher than usual.
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Can I stop by your retail location?
In order to do our part to limit the spread of COVID-19, we have closed our physical location at 5700 Yonge Street to all document drop offs as of March 24.
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Questrade Wealth Management Inc. (QWM) and Questrade, Inc. are wholly owned subsidiaries of Questrade Financial Group Inc. Questrade, Inc. is a registered investment dealer, a member of the Investment Industry Regulatory Organization of Canada (IIROC) and a member of the Canadian Investor Protection Fund (CIPF), the benefits of which are limited to the activities undertaken by Questrade, Inc. QWM is not a member of IIROC or the CIPF.
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