Frequently Asked Questions

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We are here to help you through the paperwork process. If at any point you need assistance please feel free to email our Service Center or contact your advisor directly.

FAQ: Trek Client Portal

If you have forgotten your password, you can request a reset by visiting clicking on “Forgot Password?”

You will have to enter your email address and a new temporary password will be sent to you. Once you log in with your temporary password, you will have to choose a new password.

Once you are logged in to the portal dashboard, click on the “Document Vault” icon to the left of the portal. The icon looks like this:

The Quarterly Reports are under the Documents section of your vault:

When your report is delivered, you will get an email from Adhesion Platform. The email will read as follows:


Subject: Trek Financial Group Quarterly Statement Available


Dear Client:  A new report entitled “Trek Quarterly Report” has been prepared for you and is available for viewing.  Please log into your portal by clicking the link below to view your report.


Once you have logged into your Client Portal, navigate

to the folder icon on the left to see a list of the PDFs available to retrieve.

Quarterly reports typically are uploaded by the last business day following end of Quarter date.

FAQ: Transfer of Assets

Your advisor will ask you to provide a statement from the current custodian, dated within the past 90 days. Next, your advisor will review asset acceptability and confirm that the statement contains your account number, registration, account type, and contact information for the delivering firm.

  • Your advisor will work with you to complete a Transfer of Account form of the transfer paperwork provided to you by the current custodian.
  • Once transfer documents are completed in their entirety, all account holders on both the TD Ameritrade account and the delivering account will sign and date the transfer paperwork.
  • Any account holders from the delivering account who are not account holders on the TD Ameritrade account must have their signature(s) notarized.
  • The transfer paperwork will then be sent to TD Ameritrade for processing.

Once TD Ameritrade receives the transfer paperwork, they will review the documents for processing within one business day. For transfer paperwork that accompanies a new account application, the review will occur within one business day of the new account being established. If there are any problems with the transfer paperwork, TD Ameritrade will notify your advisor and work to resolve the issues.

Automated transfers from brokerage firms and mutual fund companies generally occur within 5 to 7 business days. Non-automated or manual transfers from banks, annuity companies, trust companies, or brokerage and mutual fund firms can take anywhere from 10 to 45 business days or more, depending on each firm’s processes.


NOTE: Estimated completion times can vary, as the delivering firm primarily controls the time frame.


During the transfer process, assets may be unavailable for trading, liquidating or meeting your cash needs. Please talk with your investment advisor to determine the most appropriate time to transfer.

The amount of time required to transfer assets varies based on a number of factors:


Transfer paperwork–All information must be accurate and complete, and the paperwork signed and dated by all parties. All asset transfer requests must be accompanied by a statement dated within 90 days.


Unacceptable assets–Verify that all the assets you’re transferring can be given custody at TD Ameritrade.


Change in ownership–Transfers should occur between like registered accounts. However, a transfer between unlike registered accounts is permitted if the delivering firm will allow it. In addition, supporting signatures and/or documentation should be provided to explain the change in ownership.


Delivering firm account–Any account restrictions, positions pending trade settlement, reorganization processes, or pending check writing or debit activity can delay the transfer process.


Original transfer paperwork–While we are able to process some transfers via fax, many of the transfers coming from banks, annuity companies, and trust companies require original client signatures. In these cases, we need the original transfer paperwork for processing.

FAQ: Secure Email

Secure Message Center is a secure webmail application, hosted by ZixCorp, which allows the recipient of encrypted email sent by ZixCorp’s customers to read the encrypted email in its decrypted form. The messages are typically encrypted to protect sensitive information, such as personal information (PI) or personal financial data. When a message is sent via Secure Message Center, a notification email is sent to the recipient. If this is the first time the recipient received an encrypted email from that sender’s company, then the recipient will need to create an account (your email address and a password) in order to read the message. If the recipient has previously received encrypted messages from the sender’s company, then the recipient will only be required to re-enter their password to open and read the message.

Some browsers and mail clients may not support active links. In this case, it’s possible the link has been modified or is being blocked. If this appears to be the case, you will have to copy and paste the entire URL, located at the bottom of your email, into the browser window. This may take more than one copy and paste effort. Additionally, if you already have a browser window open, the page may be displayed there.

You will need to establish an account in order to read your secure message. From the secure message login page, select the “First time users ‘Click here’” link to create your account. The Registration Screen that follows requires you to type your email address and your new password twice, along with a password reminder phrase. Click the Submit Password button. A password confirmation email is sent to the email address you provided. You can activate the pending password by clicking the activation link in the message.

The Secure Message Center “Welcome” page gives you an option to change or reset your own password. On the Welcome screen, you will find a link to the “Change your password” screen. On the “Change your password” page, simply enter your email address, a new password, and a password reminder phrase. Please ensure your password meets the “Password Rules” which are also listed on this page. Upon submitting your new password, a confirmation email will be sent to you containing a link to accept or activate the new password. Please click on the link only once. Any subsequent clicks will result in an error message; however the new password will have been activated. After the password has been reset, an “activation successful” message will be displayed along with a “continue” button. When the continue button is selected, you will be taken back to the Secure Message Center Welcome page. You can now sign in with your email address and new password.

You may be temporarily locked out of your account because you attempted to access your account three times with an incorrect password. If you are locked out, ZixCorp will send you an automated lockout notification message by email. Three consecutive unsuccessful logins attempts to read a secure message will cause you to be locked out of your account for 30 minutes. You can wait the 30 minutes, then enter to the correct password, or you can immediately unlock your account by successfully completing the “change password” process.

Your account will be locked for 30 minutes after three failed login attempts. You will receive a notification email in your regular inbox informing you that you are locked out for this time period. If you do not wish to wait the full 30 minutes, you can immediately unlock your account by changing your password. You do not need to know your old password. Please see the FAQ entry regarding the change password process.

When a message is stored in the Secure Message Center, it is encrypted with 168-bit triple DES encryption. During composition and pickup of the message, Secure Message Center utilizes standard SSL secure Internet connections with high (128 bit) encryption and 1024 bit public keys for symmetric key exchange.

The secure message notification email may be blocked or quarantined by your anti-spam software. Please check your quarantine server or work with your local email administrator or internet service provider. The secure message notification email may have also been delivered to your “Junk” folder. If this is the case, you can retrieve the message from the “Junk” folder and add the ZixCorp domain ( to your “safe sender list” so that any future notification will get routed to your Inbox. If you still can’t find the secure message notification email, contact your IT department or internet service provider and have them white list, which is IP addresses through for inbound mail. Please ask the message sender to resend the secure message.

You can access “Help” by clicking on the “Use Online Help” link on the Secure Message Center login page or by clicking the “Help” tab on the Secure Message Center “Welcome” page.

FAQ: eDelivery for TD Ameritrade Documents

Going paperless is easy. To start receiving electronic account statements and trade confirmations securely online, simply follow the instructions below:

  1. Login to
  2. Click My Profile
  3. Locate the Communication preferences section
  4. Click the “Update preferences individually” and then select “Electronic” for each account and document type you would like to receive eCommunications.
  5. Click on “Update Preferences” to save your changes

You’ll receive a notification email from TD Ameritrade when your electronic statement is available, typically by the fifth business day of the month. Trade confirmations are generally available within 24 hours of trade execution.

Yes, you’ll have access to ten years of your account statements and trade confirmations and nine years of tax reports.

Click on the Save icon from the Adobe Acrobat tool bar. If the Save icon is not displayed, select “Save” or “Save As” from your browser’s File menu.

You may qualify for lower commission pricing on electronic equity trades when you enroll in both electronic trade confirmations (eConfirms) and electronic statements (eStatements). Contact your investment advisor to determine your eligibility.

Yes, you can resume paper delivery at any time by changing your preferences back to paper (see “How do I set up paperless communications?”). If still having difficulty with the switch, contact TD Ameritrade at 800-431-3500 option 4.