Frequently Asked Questions and Contact Us

Didn't find the answer to your question here? Contact Investor Access support at 877-RJ-ACCESS (877-752-2237) or InvestorAccess@RaymondJames.com.

Hours

For technical support:
Monday through Friday: 8 a.m. to 9 p.m. ET
Saturday and Sunday: 8 a.m. to 5 p.m. ET

For client service, comments and suggestions:
Monday through Friday: 8 a.m. to 7 p.m. ET

Raymond James Investor Access is an online service that provides you with secure and convenient access to your accounts, statements, trade confirmations, and tax reporting documents. Clients with a Raymond James brokerage account are eligible for this service.


Enrollment and Login IDs

  • How do I enroll in Investor Access?
  • Can my login ID and password be the same?
  • How do I log in to Investor Access?
  • Can I change my login ID?
  • Can I have an account under more than one login?
  • How do I add or delete accounts associated with my login ID?

How do I enroll in Investor Access?

To enroll in Investor Access, click the Enroll in Investor Access link on the Investor Access login screen and complete the enrollment process. The system will guide you through the necessary steps.

Can my login ID and password be the same?

No. For your security, the system will not allow your login ID and password to be the same.

How do I log in to Investor Access?

To access your accounts online:

  • Type your login ID in the Login ID field on the Investor Access Welcome screen and click the Login button.
  • Type your security question answer and click the Submit button.
  • Confirm that your SiteKey image and image title are correct.
  • Type your password, and then click the Submit button.

Can I change my login ID?

No. Your login ID cannot be changed; however your financial advisor can request to have you removed from Investor Access, and you can re-enroll in Investor Access with a different login ID. Please note that by doing this, all of your account preferences, such as your document delivery preferences, will be lost.

Can I have an account under more than one login?

Yes. When you first enroll in Investor Access, we identify the accounts and joint accounts you hold. You will have full access to these accounts. Additionally, Investor Access looks at the mail packets and relationships linked by your financial advisor.You will have view-only access to these accounts.

How do I add or delete accounts associated with my login ID?

Account access is determined based on your ownership of accounts and their statement linking for the creation of mail packets. If there are other accounts you feel you should have access to, please contact your financial advisor or Investor Access Support at 877-RJ-ACCESS (877-752-2237).

Hours

For technical support:
Monday through Friday: 8 a.m. to 9 p.m. ET
Saturday and Sunday: 8 a.m. to 5 p.m. ET

For client service, comments and suggestions:
Monday through Friday: 8 a.m. to 7 p.m. ET


Features of Investor Access

  • What are the primary features of Investor Access?
  • What information can I find on the Activity screen?
  • What information can I find on the Summary screen?
  • How often are the balances on the Summary screen updated?
  • What information can I find on the Future Payments screen?
  • How far in the future do transactions display on the Future screen?
  • What information can I find on the Portfolio screen?
  • Can I use financial software to download transactions from Investor Access?
  • What is Bill Pay?
  • Are there other delivery options available for how I can receive account documents (such as statements, trade confirmations, and shareholder documents)?
  • Why is the cost basis not showing for some of the positions in my account?

What are the primary features of Investor Access?

Investor Access provides you with secure and convenient access to access to all your Raymond James accounts. The easy-to-use format enables you to:

  • View your portfolio, which is continuously updated throughout the day.
  • View cost basis information, recent transactions by account and upcoming activity, such as dividend payments.
  • View relevant news about your investments.
  • Access Raymond James' award-winning equity research.
  • View statements, trade confirmations, and tax reporting documents online.
  • Suppress the mailing of paper statements, trade confirmations, and shareholder communications.
  • Download transactions to Intuit Quicken®.

What information can I find on the Activity screen?

You can view up to 18 months of account activity; however, certain types of activity are available for a shorter time frame. Information for each transaction includes the date and a description. For Capital Access accounts, the check number and amount are also displayed.

What information can I find on the Summary screen?

The Summary screen includes the current market value of your account(s), a cash management section (providing you with quick access to Bill Pay, your Raymond James credit card, and rewards), shortcuts to frequently used Investor Access pages (Quick Links), a summary of your asset allocation, and your financial advisor's contact information.

How often are the balances on the Summary screen updated?

The balances found on the Summary screen are updated on a 15-minute delayed basis. For example, the values shown would not change from the previous day's numbers until at least 15 minutes after the market has been open and would not reflect the end of the day values until 15 minutes after the market has closed.

What information can I find on the Future Payments screen?

The Future Payments screen lists the transactions that are scheduled to take place in your account or in your combined accounts. Transactions include dividend payments, interest payments, and open orders.

How far in the future do transactions display on the Future screen?

Approximately one month.

What information can I find on the Portfolio screen?

You can view market value and cost information for your holdings, current activity, and any anticipated future activity for your accounts on the Portfolio screen.

Can I use financial software to download transactions from Investor Access?

You can use Intuit's Quicken® to download and manage your transaction information. To download transactions, go to the Account Services tab, and then click the Quicken® Downloads link in the Download Transactions box.

What is Bill Pay?

Bill Pay is a way for you to pay your bills online. It is only available to clients with Capital Access accounts. Please contact your financial advisor for more information.

Are there other delivery options available for how I can receive account documents (such as statements, trade confirmations, and shareholder documents)?

Yes. Please go to the Account Services tab and do one of the following:

  • For statements and trade confirmations, click the Statements and Trade Confirmations Delivery Options link in the Statement Information section.
  • For shareholder communications, click the Shareholder Communications Delivery Options link in the Statement Information section.

Why is the cost basis not showing for some of the positions in my account?

In most cases, the securities were transferred when you opened the account and Raymond James was not provided the original purchase information. Your financial advisor can assist you with adding this information to your holdings in Investor Access.


Asset Allocation

The asset allocation analysis presented on your statement and Investor Access is intended to assist you in understanding your investments as part of a complete portfolio review with your financial advisor.

How does Raymond James determine my asset allocation?

You can learn more about the concept of asset allocation and how it applies to your portfolio on raymondjames.com. For packaged investment products, such as mutual funds, annuities and 529s, Raymond James uses data provided by Morningstar (morningstar.com) to "x-ray" and appropriately allocate your holdings. The Morningstar data is used in conjunction with Raymond James' internal product classifications to show a general overview of your exposure to each asset class. Morningstar information is generally provided as of the latest filings for the products, and Investor Access therefore may not show real-time allocations.

Why doesn't my available cash match the total for the Cash & Cash Alternatives asset class?

The Cash & Cash Alternatives asset class represents cash and money market holdings, as well as cash allocations contained in mutual funds and annuities. The amount of cash embedded in investment products is displayed to clarify what portion of cash is not available for withdrawal or investment. To view cash balances available for withdrawal or investment, see the Cash & Cash Alternatives section of your statement or My Accounts > Summary on Investor Access.

What happens when a product uses derivatives to gain exposure to an asset class?

Some funds will use derivatives (for example, options, futures or swaps) to gain exposure to an asset class. When this happens, Morningstar's "x-ray" data will report the holdings as the fund files them, and generally, derivatives will show up as Non-Classified. This may cause the asset allocation analysis information returned from Morningstar to incorrectly represent a portfolio's actual exposure to an asset class. In order to address this problem, Raymond James may internally override some Morningstar product allocations to better represent the product's asset allocation. Contact your financial advisor for specific internal classification information.

What assets fall into the Non-Classified asset class?

The Non-Classified asset class represents securities that are currently not classified by Raymond James, are classified as "other" by Morningstar in mutual funds and some annuity sub-accounts that are currently "un-mapped," and/or do not have Morningstar data available.

Which packaged products does Morningstar "x-ray"?

Morningstar x-rays the following product types:

  • 529 college plans
  • American Depositary Receipts
  • Mutual funds
  • Annuities
  • Closed-end funds
  • Exchange-traded funds (ETFs)
  • Foreign ordinary shares
  • Open-end funds

How does Raymond James allocate products that are not "x-rayed" by Morningstar?

  • Annuities are x-rayed by the Morningstar feed only if they are currently "mapped." Annuities that are not currently mapped will show up as "Non-Classified." Efforts are underway to map the remaining un-mapped annuities.
  • UITs are not currently x-rayed, but instead are allocated 100% into U.S. Equity or Fixed Income depending on the investment objective of the UIT.
  • Funds are x-rayed by Morningstar, but because some products use options, swaps, futures contracts and other derivatives to gain exposure to asset classes, the information returned from Morningstar may not reflect the product's actual asset class exposure. In some cases, Raymond James will override the allocation data from Morningstar and classify the product in another asset class.

How are liabilities treated in the asset allocation display?

Liabilities, such as short positions, short options and margin balances, are not represented in the asset allocation pie chart. Instead, they are shown separately below the total asset value table.


Online Funds Transfer

What is online Funds Transfer?

Online Funds Transfer enables you to transfer funds electronically between your Raymond James brokerage account and an account at another financial institution via Automated Clearing House (ACH).

What are the benefits of using online Funds Transfer?

What are the benefits of using online Funds Transfer?

  • Faster access to funds
  • No fees
  • More convenient
  • Saves you time
  • More secure than paper checks
  • Saves you money (postage and check costs)
  • Improves efficiency and reduces errors by replacing manual processing
  • Helps the environment by reducing amount of paper

What types of accounts can be set up for online Funds Transfer?

The following account types are generally eligible for online Funds Transfer:

  • Individual accounts
  • Joint accounts
  • Raymond James custodial IRAs
  • Trusts (when the trustee is able to act independently, according to the trust document)

What types of accounts are not permitted for online Funds Transfer?

  • Corporate accounts
  • Minor accounts
  • Pledged accounts
  • Qualified plans and SIMPLE IRAs
  • Accounts that are professionally managed or managed on a discretionary basis, in which the client has given the financial advisor or another manager the authority to make investments on his or her behalf
To transfer funds using one of these account types, please contact client services or your financial advisor.

Note: Online Funds Transfer from one Raymond James account to another Raymond James account are not available at this time.

How do I set up accounts for online Funds Transfer?

Submit an ACH form and voided check for each account you would like to set up. Contact Investor Access Support or your financial advisor to request an ACH form; it is also available in Investor Access on the Funds Transfer tab.

I already use ACH at Raymond James and would like to use Investor Access to transfer funds. What do I need to do?

Your ACH profile is already on file and you can start using Investor Access Funds Transfer immediately. Log on to Investor Access and click the Funds Transfer tab to get started.

How soon can I start making transfers once I've submitted the required documents?

Once your form and voided check are received, it generally takes five business days; however, check Investor Access since it may be ready sooner.

How long will it take for funds to be transferred to or from my account?

Raymond James typically takes one to two business days to process funds, depending on when you submitted the transfer. See the other financial institution's transfer policy for its processing time. If you need a same-day transfer of funds, contact Investor Access Support or your financial advisor or Raymond James to request a wire transfer.

How do I know which accounts have been set up for online Funds Transfer?

Go to the Funds Transfer tab, and then click the Manage Accounts tab.

If I'd like the funds in my account the next day, is there a cut-off time for when I need to have the transfer submitted?

Most transfers that are submitted prior to 3 p.m. ET will be processed and transferred the next business day. Raymond James does not process requests on weekends and federal and bank holidays.

Where can I look to see the status of my transfers?

  • To view transfers that are pending, go to the Funds Transfer tab, and then click the Pending Transfers tab.
  • To view transfers that have been completed, canceled or returned, go to the Funds Transfer tab, and then click the Transfer History tab. See the Activity tab for a comprehensive list of your account activity.

How do I cancel or make a change to a transfer?

Go to the Funds Transfer tab, and then click the Pending Transfers tab. If the transfer is still within the time-frame to be canceled or changed, Edit and Cancel links are available.

What is a standing withholding election and why do I need one to request IRA distributions through online Funds Transfer?

Standing withholding elections are federal and state income tax withholding elections established for an IRA that are carried over and applied to all future distributions from that IRA unless or until they are changed or revoked. IRS regulations require a signature in order for a financial institution to disburse funds. See the Investor Access Help or contact Investor Access Support or your financial advisor for additional information about standing withholding elections.

What is the deadline for making a prior year IRA contribution online?

To ensure your contribution is processed on time, submit it at least one week in advance of the tax year's deadline.

What IRA distribution types can be processed through Investor Access?

Normal, beneficiary, and premature.

I would like my IRA distribution to apply to the current tax year. How can I be certain that this happens?

To ensure your distribution is applied to the current tax year, submit the distribution prior to 3 p.m. the day preceding the last business day of the year.

What IRA contribution types can be processed through Investor Access?

Individual IRA and Roth IRA.


General Questions

  • Who is eligible to view Raymond James accounts online?
  • Is there a fee for this online service?
  • Can I customize the screens in Investor Access?
  • Can I see realized gains/losses?
  • Are there any graphs for performance?
  • Can I view Raymond James Bank activity in Investor Access?
  • Can I look up historical price data in Investor Access?
  • Can price alerts be set in the system?
  • Can I get quotes for unlisted bonds?
  • I have a mutual fund and the price hasn't changed for days. Why?
  • When do the closing prices for mutual funds generally appear?
  • Is there cost basis for annuities?
  • Will my account value change based on after-hours/before hours stock trading?
  • Will Investor Access show yearly totals for dividends, interest, and capital gains distributions for tax purposes?
  • Where can I find current cash sweep program rates?

Who is eligible to view Raymond James accounts online?

Any client with a Raymond James brokerage account is eligible to view their account online. Also, clients can request that other individuals, such as a CPA or a family member, have view-only access to their online account information. If this is something you are interested in doing, contact your financial advisor.

Is there a fee for this online service?

No, there is no fee. This is a free service for Raymond James' clients.

Can I customize the screens in Investor Access?

Not at this time.

Can I see realized gains/losses?

No. Investor Access only displays unrealized gains relative to current holdings.

Are there any graphs for performance?

Investor Access does not provide a graphical display of portfolio performance. Please contact your financial advisor for reports and performance information.

Can I view Raymond James Bank activity in Investor Access?

No. Please use Raymond James Bank's Internet Banking website for Raymond James deposit bank accounts.

Can I look up historical price data in Investor Access?

No. The system does not include historic quotes. There are many sites on the Internet that offer historic quotes.

Can price alerts be set in the system?

Not at this time.

Can I get quotes for unlisted bonds?

No, the Market Information page does not provide quotes for unlisted stocks or bonds. Contact your financial advisor for assistance.

I have a mutual fund and the price hasn't changed for days. Why?

While most mutual funds are priced daily, there are some mutual funds that are priced weekly and some that are priced monthly.

When do the closing prices for mutual funds generally appear?

The closing prices are received from the mutual funds, generally around 7 p.m. ET.

Why do some positions have an asterisk next to them?

The asterisk indicates a short or borrowed position in the security.

Is there cost basis for annuities?

Not at this time.

Will my account value change based on after-hours or before-hours stock trading?

No. After-hours and before-hours trading is not reflected in your positions.

Will Investor Access show yearly totals for dividends, interest, and capital gains distributions for tax purposes?

No. Refer to your annual tax documents or your tax advisor.

Where can I find current cash sweep program rates?

See the Market Commentary and Research - Rates page on the Raymond James public website.


Privacy and Security

  • Is my account information secure?
  • What is SiteKey and how does it work?
  • What do I do if I forget my password?
  • What do I do if I forget my login ID?
  • Can my login ID and password be the same?
  • When will I see my SiteKey image and image title?
  • How do I change my password?
  • What accounts can I access online?
  • What are account names and how can I change them?

Is my account information secure?

Yes. Investor Access uses several different measures to protect your information.

  • Your own unique password
  • Your own login ID
  • A SiteKey image and image title
  • Security questions that you must answer correctly to proceed
  • 128-bit Secure Sockets Layer (SSL) encryption technology. Encryption is a method of scrambling data to prevent unauthorized users from viewing or tampering with it as it is transmitted over the Internet.

For additional protection, your session will end automatically after 20 minutes of inactivity.

Learn more about how you can help keep your information secure by reviewing Raymond James' privacy and security information.

What is SiteKey and how does it work?

SiteKey is a web-based security system that uses a unique image and an image title as a method of mutual authentication between you and the website you are accessing. This type of authentication is a stronger form of security than only entering your user name and password.

In Investor Access, SiteKey consists of two parts: a unique image and an image title.

SiteKey can safeguard your information by:

  • Adding an additional layer of security to the site
  • Preventing unauthorized access to your accounts
  • Lowering your risk of identity theft and fraud

By verifying your SiteKey image and image title, you can be sure that you're at the valid Raymond James Investor Access site and that Raymond James recognizes you as the true owner of your account.

Note: If you log in to Investor Access from a computer other than the one you normally use, you will be prompted to answer one of your security questions before your SiteKey image and image title appear.

If you do not see your SiteKey image and image title, do not enter your password. Report this incident to Investor Access support at 877-RJ-ACCESS (877-752-2237).

When will I see my SiteKey?

You see the SiteKey image and phrase each time you log in to Investor Access. If you are using a computer that Investor Access does not remember, you will be asked a security question. After answering it correctly, the SiteKey image and phrase will appear.

What do I do if I forget my password?

If you do not know your password, click the Need Help Logging In link on the Investor Access welcome screen. By correctly answering a series of personal security questions to validate your identity, you will be directed to a page where you can reset your password.

What do I do if I forget my login ID?

If you forget your login ID, click the Forgot Login ID link on the Investor Access login page, and submit the Recover Login ID request form. If you need additional assistance, contact Investor Access support at 877-RJ-ACCESS (877-752-2237).

Hours

For technical support:
Monday through Friday: 8 a.m. to 9 p.m. ET
Saturday and Sunday: 8 a.m. to 5 p.m. ET

For client service, comments and suggestions:
Monday through Friday: 8 a.m. to 7 p.m. ET

Can my login ID and password be the same?

No. For security reasons the system will not allow your login and password to be the same.

How do I change my password?

You can change your password on the Change Your Password screen in Investor Access. To get to the Change Your Password screen, click the Account Services tab, and then select the Change Your Password link in the My Profile box.

What accounts can I access online?

All of your Raymond James brokerage accounts can be accessed online. Accounts that are linked together for mailing purposes are viewable within the same login ID and password and provide you with a combined total for your holdings. If you have established a business account under a separate taxpayer identification number (TIN), the account will have a login ID that is different from your personal account login ID.

Some trust and business accounts require a separate login that must be set up by your financial advisor.

What are account names and how do I change them?

Account names are a way to personalize your accounts, and once assigned, are used to identify your accounts throughout Investor Access. You can change account names at any time on the Change Account Names screen in Investor Access. These account names are for use within Investor Access and do not affect account titles that your advisor may have assigned for your statements. To change your account names, click the Account Services tab, and then click the Change Account Names link in the My Profile box.


Technical Problems

  • Is there any scheduled downtime for Investor Access?
  • What Internet browsers does Investor Access support?
  • I use a Mac computer. Will I be able to log in to Investor Access?
  • When I use my iPad(tablet) to view statements and other documents in Investor Access, the document doesn't open or doesn't show correctly. Is there something I can do to fix this?
  • Can I change the font size within Investor Access?
  • Can I use AOL to access Investor Access?
  • What is cache?
  • How do I delete cache?
  • After I click the "Login" button, the screen refreshes and comes back up without attempting to access my accounts. Why can't I access my accounts?
  • What do various error messages mean?

Is there any scheduled downtime for Investor Access?

The scheduled downtime for Investor Access is between 6 p.m. on Saturdays and 12 p.m. on Sundays. You may find the system working during these hours, but this block of time is set aside to perform maintenance on the underlying systems.

What Internet browsers does Investor Access support?

  • Internet Explorer 8, 9 and 10
  • Mozilla Firefox 17 and higher
  • Safari 5 and higher

I use a Mac computer. Will I be able to log in to Investor Access?

Yes, as long as you are using a supported Internet browser such as Safari 3 and higher, or Firefox 3 and higher.

When I use my iPad(tablet) to view statements and other documents in Investor Access, the document doesn't open or doesn't show correctly. Is there something I can do to fix this?

Yes. Installing Adobe Reader on your iPad (tablet) usually resolves any viewing issues with documents. To install a free copy of Adobe Reader, go to the Adobe website.

Can I change the font size in Investor Access?

No. A potential workaround is to increase or decrease your view by doing the following

  • For Internet Explorer and Firefox, while holding down the CTRL key, press the Plus Sign (+) key to increase the font or press the Minus Sign (-) key to decrease.
  • For Safari, while holding down the Command key, press the Plus Sign (+) key to increase the font or press the Minus Sign (-) key to decrease

Can I use AOL to access Investor Access?

Yes. Any Internet service provider will work.

What is cache?

Cache, or what Microsoft Internet Explorer calls "Temporary Internet Files," is information that is automatically saved to your computer when you browse the Internet. These files are typically web pages (.htm or .html) or graphics (.gif or .jpg). They are stored to speed up downloads of previously viewed pages.

How do I delete cache?

To delete cache, do one of the following:

  • Internet Explorer 8, 9, and 10
    Click Tools on the menu or the Tools gear in the upper-right corner, and then select Internet Options. On the General tab, in the Browsing History section, click the Delete button. In the Delete Browsing History dialog box, clear the Preserve Favorites website data check box. Other check boxes, such as Temporary Internet files and website files and Cookies and website data can remain checked. Click the Delete button, and then close and reopen Internet Explorer.
  • Firefox 17 and higher
    Click Tools on the menu or the FireFox button, and then select Options. Click the Privacy tab and click the clear your recent history link. Set the Time range to clear Everything. In the list at the bottom of the window, clear everything except for Cache and click the Clear Now button.
  • Safari 5 and higher
    Click the Safari heading and select Empty Cache from the drop-down menu. A message appears asking if you are sure you want to delete the cache. Click OK, and then close and reopen the Safari web browser. If the Empty Cache option is not available, go to Preferences > Advanced to enable the Develop menu. Repeat the steps from the beginning.
  • America Online
    Click My AOL > Preferences > WWW and then click the Delete Files button in the Temporary Internet Files section. Select the Delete all offline content check box and click OK. Close the window and close AOL.

After I click the Login button, the screen refreshes and the login screen reappears. Why can't I access my accounts?

You may not have cookies enabled on your web browser. See the Your Browser Does Not Accept Cookies page for instructions on how to enable cookies. If this still does not resolve this issue, contact Investor Access support at 877-RJ-ACCESS (877-752-2237).

Hours

For technical support:
Monday through Friday: 8 a.m. to 9 p.m. ET
Saturday and Sunday: 8 a.m. to 5 p.m. ET

For client service, comments and suggestions:
Monday through Friday: 8 a.m. to 7 p.m. ET

What do the following error messages mean?


Error Message Description
The system is temporarily unavailable. We apologize for the inconvenience. Please try back later. The system is down due to regular maintenance or other problems.
"HTTP error 404" and "This page cannot be displayed."

There are two instances in which you may get this message.

  • If you type a URL that does not correspond to a page within the application
  • If you try to access an Adobe PDF or Quicken® file and it does not exist or the link is broken
For your security, you have been logged off of Investor Access due to a period of inactivity. Please re-enter your login information.

When you log in to your accounts, you establish a "session" with our server. This message means that this session is no longer available. There are a couple reasons this may happen.

  • You were not actively using Investor Access within the last 20 minutes. This inactivity time-limit is put in place for your security. Please log in to Investor Access again.

  • You are accessing our login page through a "Favorite" place or bookmark, which is pointing to the wrong page. Delete this bookmark and set it to https://investoraccess.rjf.com/.

The information you provided does not match our records. You are using either an incorrect login ID, answer to your secret question, or password. Verify the data you entered is correct, or contact Investor Access support at 877-RJ-ACCESS (877-752-2237).

Hours

For technical support:
Monday through Friday: 8 a.m. to 9 p.m. ET
Saturday and Sunday: 8 a.m. to 5 p.m. ET

For client service, comments and suggestions:
Monday through Friday: 8 a.m. to 7 p.m. ET



Comments and Suggestions

If you have comments or suggestions, Contact Investor Access Support at 877-RJ-ACCESS (877-752-2237) or InvestorAccess@RaymondJames.com

Hours

For technical support:
Monday through Friday: 8 a.m. to 9 p.m. ET
Saturday and Sunday: 8 a.m. to 5 p.m. ET

For client service, comments and suggestions:
Monday through Friday: 8 a.m. to 7 p.m. ET