FAQ – Advisor Portal
Setting up new clients and accounts
How do I set up a new client who does not have an email address?
The system requires a unique and valid email address for each client profile. For ease, you can assist the client with creating a free Gmail or Hotmail address for this purpose.
How can I use the portal to create documents to take to a client meeting where they prefer to sign in person?
- Create all documents and click Send for E-sign.
- While you are signing and initialing the documents, do not sign the final blank page.
- Click on the three lines in the top left-hand corner, then select Download All and print the PDFs.
- Once you’ve had the client sign all the forms, call us for help with getting the signed versions back into the advisor portal.
Is there anything I need to do to stop document packages from getting stuck and not sent to a client for E-sign?
Yes, avoid adding any additional documents manually to the package being sent. The most common cause is the addition of fund facts for Prime accounts. These should be uploaded at the account level for the client to view or sent as attachments in an email from you to the client.
Can I upload a void cheque with the name of only one account holder when the Agora account is joint?
The names on the void cheque must match the names of the account holders.
Why am I restricted to sending 3 document packages per client for e-signature?
The restriction of 3 document packages per client ensures that all documents are processed as quickly as possible.
When completing the risk tolerance questionnaire, could the portal tell me the client’s risk tolerance as I work through each question?
At the current time, the client’s risk tolerance is provided once the questionnaire is completed.
How do I transfer between Agora accounts?
Access the receiving account in the portal, click on Transfer, select Agora from the list of institutions, and follow the prompts.
Can clients invest directly from their bank account?
- A client can set Agora up as a payee through their digital banking. Money received from the bank is automatically deposited into the cash position of the Agora account number the client set-up with the bank. The client’s advisor needs to request a subsequent transaction to move the money into an appropriate investment.
How does an advisor onboard a client that only works in paper?
- The Agora digital platform is not designed for paper-based onboarding. This can be facilitated but is not nearly as efficient. The advisor may want to first consider if they can encourage the client to digitally onboard or use an alternative solution. To onboard a client using paper-based forms, the advisor first has to download the forms from the Agora website, complete them manually and once signed by the client, scan the documents, go to the account in the portal and upload digital copies of the forms.
Ongoing management of clients
How can I edit a client’s KYC?
Click Edit KYC and then start the KYC update in the new pop-up window.
How can I change a client’s email for portal access?
If a client has already set up their profile in the portal, they can change their email address in their profile. If you are requesting a change as their advisor, you must upload a Letter of Direction (LOD) signed by the client authorizing the change.
Why am I not seeing details on a PAC, SWP, RRIF payment, or beneficiaries in the advisor portal?
PAC, SWP, and RRIF details can take anywhere from two weeks to a full month to appear. Beneficiary changes uploaded to us via a manual form cannot appear in the portal.
How do I make changes to a recurring PAC or SWP?
Go to the account, click on details and use the edit buttons to edit or stop a pre set PAC/SWP
Can the Agora portal automatically include fund facts in the document package on Prime accounts, similar to how they are included on Prime+ accounts?
The pre-sale delivery of fund facts on Prime+ accounts is a benefit unique to the full suite of Agora Managed Solutions.
Can I have a client who is no longer active and has no accounts or assets deleted from the Agora advisor portal?
Send us an email with the details, and we will advise you.
What is the Agora A$M code?
AGRA
After I have submitted the required documents to unlock an amount in a LIRA or LIF, how do I add a note on the withdrawal or transfer form confirming the specific condition related to this unlocking request?
If you need to add special instructions, a manual withdrawal or transfer form must be completed, signed by the client, and uploaded at the account level.
When requesting a transfer out of a registered account (e.g., RRSP, RRIF, LIRA, etc.), how do I add a note on the transfer form advising Agora of the gross and net amounts, including any tax that should be withheld?
If you need to add special instructions, a manual transfer form must be completed, signed by the client, and uploaded at the account level.
Where can I find information on ACB and DSC info on free and matured units?
You will need to contact the fund company(s) directly for this.
How do I change the nickname I’ve entered for a specific account?
Send us an email with the details.
How do I change a client’s legal name on their accounts?
Complete and upload a Non-Financial Update form signed by the client, along with supporting documentation (e.g., marriage certificate, government confirmation of legal name change, etc.).
Can I, as the advisor, pay account/trustee fees and mailing fees on behalf of my client?
How do I make changes to a recurring PAC or SWP?
What statements and documents will clients receive from Agora on an ongoing basis?
- Clients receive quarterly statements that contain information on all accounts, as well as confirmation of transactions for Prime+ accounts.
What can an advisor do to ensure a client account transfer to Agora from another institution is not rejected by their current financial institution?
- Information on transfer forms must match the information on file for that specific account at the institution where the investments are transferring from. When using the Agora portal, information on the transfer form is pulled from the client profile and set-up of the account where the transfer will be landing. Common errors that have caused a transfer to be rejected include:
- Incorrect plan type (e.g. RRSP instead of RESP)
- Single name on transfer request for joint account (or vice-versa)
- Incorrect or incomplete account number
- Locked-in plan legislation missing
- *Full client name(s) on record
- *Address on record
- *If a client’s name or address has changed since the account was originally opened, it may or may not have been updated in the transferring institution’s system. Work with the client to secure recent statement copies to reference.
Statements, documents, and tax reporting
How can I get client statements and tax receipts mailed to a client?
- For statements, you can send us an email requesting a change from e-delivery to paper mailing. The cost is $5.00 (plus tax) per statement per quarter. It is advisable to have a client email confirming they are aware of the cost.
- Tax receipts and transaction confirmations related to Prime+ accounts are available electronically in the portal for you to print and provide to clients. Tax receipts and transaction confirmations related to Prime accounts are produced by fund companies.
For a Prime account, how can I suppress the mailing of trade confirmations and other documents from fund companies or move them to e-delivery?
Send us a Letter of Direction (LOD) signed by the client that includes the Prime account numbers and requests a move to e-delivery. We will notify the fund companies.
How can an advisor learn more about Agora’s Prime+ Managed Solutions?
- The Agora Business Development team listed in the key contacts section are always available to discuss these solutions and walk advisors through the benefits.
Products and fees
Are there any fees that an advisor could be required to pay?
- There are no technology fees charged to advisors for use of the Agora Advisor Portal.
- Should an advisor opt to provide Agora with printed account opening or transfer documents rather than generate them through the digital processes in the portal, Agora reserves the right to assess and charge manual processing fees.
How do I change the advisory fees I’m charging on a specific account?
Complete and upload a revised Fee For Service agreement, signed by the client, to each account that will be impacted.
Can I, as the advisor, pay account/trustee fees and mailing fees on behalf of my client?
Yes, we can have these deducted from your commission payout. Send us an email with the details.
Is it possible to hold more than one Managed Solution in a single Prime+ account?
To facilitate rebalancing, a Prime+ account can only hold a single Managed Solution.
Is it possible to hold a Managed Solution and other funds or GICs in a Prime+ account?
To facilitate rebalancing, a Prime+ account can only hold a single Managed Solution.
Is there a minimum account size?
- Prime accounts – no
- Prime+ Managed Solutions – The minimum investment to open a new account is $5,000.00, except for an RESP or FHSA.
Are there any guidelines around the advisory fee an advisor can charge to clients?
- Each dealer is unique. This question is best answered by the dealer’s compliance officer.
What types of fees are charged to clients?
- There are no fees charged for mutual fund or GIC trades as well as the transfer out of an account*.
- For Prime+ Managed Solutions, clients are charged a portfolio fee (similar to an MER) which is collected separately from the advisory fee.
- Clients may also be charged a processing fee for printed and mailed statements, transactions returned from their bank as NSF, ETF trades and/or custody fees and estate fees.