Raymond James Ltd. | Client Access

Frequently Asked Questions

What are the primary features accessible on the Client Access website?
With a Client Access account, you get instant access to:

  • Portfolio details for your accounts;
  • Real-time transaction details for your accounts;
  • Digital copies of your statements, trade confirmations and tax receipts;
  • Raymond James Canada & U.S. research documents;
  • Market information.

You can also configure your document delivery preferences to receive digital copies online, eliminating the need to wait for paper copies to be delivered by postal mail.
Is there a fee for me to access my accounts online?
No, this service is complimentary to all Raymond James clients.
From the "client access" link on your Advisor's website or "account login" link on www.raymondjames.ca, you can register for account access through the sign-in page under the heading "Need access? Please register". See "Enrolling in Client Access" for details.
My registration link has expired. What should I do?
The "Verify Email Address" link is valid for 24 hours; if it has expired, you will need to re-register. Consult Step 1: Email Verification in "Enrolling for Client Access".

The "Continue Setting-Up Access" link is valid for 24 hours. If it has expired but it is still within 7 days of when the link was sent to you, click the "Resend Link" button. This button will generate a new link and send it to your email inbox. If it is after 7 days, you may choose either to re-register for access, or contact the Client Access support team. Consult Step 2: Personal Information in "Enrolling for Client Access".
What are the username guidelines?
Usernames must:

  • Usernames must be between 6 and 30 characters in length
  • Usernames may not contain your password
  • They may contain a mixture of letters, numbers and certain symbols:
    ! ~ '
What are the password guidelines?
Password must:

  • Be at least 9 characters in length;
  • Not contain your username / e-mail address;
  • Not contain the word 'password';
  • Not repeat characters 3 or more times in sequence;
  • Contain a mix of uppercase and lowercase letters;
  • Contain one or more digits (numbers);
  • Contain one or more symbols, such as:
    ! ? & @ # $ % ^ * / + - ~ = ( ) [ ] { } < > ' " . , : ;
How do I change my password?
If you know your username and password, change your password through the "My Profile" tab after signing in. Expand the Account Password section to set up your new password. If you are unable to sign in because you forgot your password, please see the answer to the next question.
I do not remember my password. What can I do?
Under the password field on the sign-in page, select the "Forgot Password" link, then fill in your Username and Email Address. You will receive a link by email to reset your password if an account exists matching the information you provide.
I haven't received the Reset Password link in my email inbox, why and what can I do?
There are a few possible reasons why:

  1. For reasons beyond our control, email delivery to your inbox may be delayed for several minutes, sometimes hours.
  2. The email message may be in your junk mail (spam) folder.
  3. The username and email address you entered did not match any account at Raymond James (for security reasons, validation messages are not provided for mismatches).
  4. The email address configured on your access was not originally verified by you.

If you require assistance with #3 or #4, please contact your advisor.
The Reset Password page says, "Invalid username, email address or code." What can I do?
There are a few possible reasons:

  1. The username and/or email address you entered does not match what was used to sign-up for access to the Client Site.
  2. The Reset Password link has expired.

Note: the reset password link is only valid for up to 24 hours from the moment it is sent. You will need to start over from the Forgot Password feature on the sign-in page to generate a new link.
I do not remember an answer to my Challenge Question, what can I do?
Your advisor is unable to provide assistance with your challenge questions, as they cannot see your questions or answers. You will need to ask your advisor to remove your existing username and re-register you with a new username. You can then set up your new password & security features. Consult Step 3: Password & Security in "Enrolling in Client Access" for details.
What are the Challenge Question guidelines?
Security challenge questions provide you with a secondary method to identify yourself online. Answers must be between 3 and 50 characters in length.
How do I change my username?
You can ask your advisor to remove your existing username, and to re-register you with a new username. Then you can set up your new password & security features. Consult Step 3: Password & Security in "Enrolling in Client Access" for details.
I do not remember my username, what can I do?
Under the password field on the sign-in page, select the "Forgot Username" link. You will be asked to provide your Email Address and Client ID. Your Client ID is the first 5 characters of your Raymond James account number (without the dashes). You will receive your Username by email if an account exists matching the information you provide.
The ‘Forgot Username' email I received says that multiple usernames were found. How can I find out my username?
You can contact your advisor to look up what usernames exist for your email address, and remove any usernames you no longer need.
How do I delete my username?
You can ask your advisor to remove access to your username.

Note: once removed, the username cannot be reused.
What exactly is "Two-Factor Authentication?"
Two-Factor Authentication (2FA), also known as Multi-Factor Authentication (MFA), makes it more difficult for cyber criminals to breach your account. If ever your username and password are compromised, anyone attempting to sign in as you will also need to enter the verification code that is sent to you by phone in order to complete the sign-in process.
How do I change my Two-Factor Authentication phone number?
Your new phone number must be on file in order to change your Two-Factor Authentication phone number. You can ask your advisor to change your phone number on file.

Once your Advisor has confirmed that your phone number has been updated, proceed to update the phone number on the Client Site by going to the My Profile tab, select the Two-Factor Authentication (Phone Number) option and select the new number from the drop down menu.

Note: if we do not already have your phone number on file, it may take a few business days to get things set up.

Note: you must have access to your existing phone number in order to change your Two-Factor Authentication phone number. If you lose access to your existing phone number you will have to re-register for online access.

How do I turn off Two-Factor Authentication?
Although there is no specific option to disable Two-Factor Authentication, you can bypass it for future sign-ins by selecting the "Remember this device" checkbox option when prompted to enter the verification code when signing in. This will set a cookie in your web browser to remember this preference and bypass the code verification step the next time that you sign in.

Note: if you change your password or delete your browser's cookies, you will be prompted to enter your verification code the next time you sign in, and you will need to select the "Remember this device" checkbox again.