Help and Support

Please read our Quick Start Guide or check out our one minute video if you are having issues navigating the site.

If you find that you need assistance, we encourage you to select one of the following options to help us better provide support.

1. Does the InvestorPOS repository contain all Fund Facts documents in Canada?
   
   Yes, our repository contains all Canadian mutual fund regulatory Fund Facts documents & ETF Facts documents that have been filed through SEDAR. Unlike SEDAR where fund companies file the documents as large, multi-document PDFs, the documents are stored in our repository as single PDF documents and tagged with appropriate metadata for searching ease. Our repository may not contain all documents on a mutual fund company’s web site, if those documents were not filed on SEDAR.
2. Does the InvestorPOS repository contain all Exchange-Traded Fund (ETF) Facts Documents in Canada?
   
   Yes, the repository contains all ETF summary disclosure documents.
3. How often are documents updated?
   
   The Canadian regulation currently requires all fund companies to file updated documents on SEDAR on an annual basis, or more frequently if there is a material change to the underlying mutual fund. Documents are updated regularly in the InvestorPOS repository as they become available through SEDAR.
4. Am I required to deliver a Fund Fact to my client?
   
   The Canadian regulators have announced that as of May 30, 2016 and as part of Stage 3 of the Point of Sale regulation, Fund Facts must be delivered to investors in lieu of prospectus and prior to the order submission (buy) of the mutual fund purchase.
5. How do I subscribe to the InvestorPOS service?
   
   To subscribe to the InvestorPOS delivery service, click on the “Register” link in the top right corner of the home page at investorpos.com. Enter your information in the “Advisor Registration” fields on the right side of the page. Click “Subscribe” to create your profile. On your next visit to the site, you may sign in using your email address and password that you created at registration.
6. What is the subscription fee?
   
   InvestorPOS annual subscription fee is $239.88 ($19.99/month) plus applicable taxes for individual advisors. All subscriptions are non-refundable and non-transferable. The subscription will expire 12 months after the payment has been made. Subscription payment is made through PayPal secure credit card payment method.
7. Why do I have to subscribe?
   
   A subscription to InvestorPOS provides you with compliant delivery and reporting for Fund Facts and includes unlimited electronic and in-person delivery (printing the Fund Facts locally and handing to the investor, while maintaining a record of the event for compliance purposes). Delivery via Canada Post (printed and mailed) is also available and is subject to a fee of $2.49 per document.
8. Is the InvestorPOS website secure?
   
   InvestorPOS understands that the confidentiality, integrity, and availability of our customers' information are vital to their business operations and our own success. We use a multi-layered approach to protect that key information, constantly monitoring and improving our application, systems, and processes to meet the growing demands and challenges of security.
9. I cannot find the documents I am looking for. What should I do?
   
   The InvestorPOS repository contains all Canadian Mutual Fund Facts and ETF summary disclosure documents filed on SEDAR. If you are unable to find a document, try searching by FundSERV (for Fund Facts) or Fund Identifier (for ETFs) code, fund name, fund company or asset class. Advanced Search page can be accessed by clicking on “Advanced Search” on home page. If you are still having difficulty please contact us at customerservice@investorcom.com or contact the fund company directly.
10. When will my order be delivered?
    
    For the vast majority of email orders, the time between clicking “Process” to the time the order lands in the investor’s inbox is often a matter of seconds or minutes. Sometimes, though, an email doesn’t get to someone’s inbox when you might expect it to. Delays in email delivery can be caused by a variety of factors including but not limited to bandwidth at the ISP or recipient mail server, temporary DNS issues, heavy internet traffic in the region, etc. InvestorPOS’ compliant reporting includes a feature that enables the user to track when emails have been sent and opened. If the document is sent via regular mail, the order leaves our production facility within 24 hours and may take up to 7 business days to arrive, depending on where the order is being delivered per Canada Post delivery standards.
11. How do I place an order?
    
    Please refer to our “Quick Start Guide” in the “Help” section at the top of the home page at www.InvestorPOS.com or view our short tutorial video.
12. How do I use the Quick List feature?
    
    To use this feature simply login to the site and click on the “Quick List” button. Documents appearing on the list are based on your own usage and delivery activity. Select the documents you would like to send and click “Add to Cart”. You may add more documents or click on the “Delivery and Investor Info” button to checkout.
13. Can I add or delete from the documents listed in the Quick List feature?
    
    This feature is not currently available.
14. Can I change my password?
    
    Users may change their password by going to the “Edit My Profile” link on the main page and clicking on “Change Password” button at the bottom of that page.
15. Is the InvestorPOS service available with a French user interface?
    
    Yes, you can click on the ”Français” button in the top right corner of the home page and the language will change to French. Documents are also available in French and availability of French documents is dependent on the fund company filing in both languages.
16. Can I view my order history?
    
    Yes, once you sign in you can click on the "Compliance Reporting" link at the top right of the home page to see all delivery events. A list of orders that you have placed will appear here, with the most recent order at the top of the page. You can then choose your order number by clicking on the arrow on the left side of the order number. Compliance reporting for that order will be displayed. You may also filter these searches by any of the fields that appear at the top of the report.
17. How do I remove the watermark from the Fund Facts PDF documents that appear in the application?
    
    All documents display a watermark when viewed prior to delivery. Once you place the order to deliver the documents, the watermark is removed from the document. The watermark is used to ensure that the delivery process is completed in compliance with POS Stage 3 requirements.
18. Where are the email orders sent from?
    
    The email orders are sent from InvestorPOS’ secure mail servers. For investors receiving a document delivery email, the ”from” field in the email order sent by InvestorPOS is ”customerservice@investorcom.com”. If this email is being blocked by the investor’s email provider, you may need to ensure that this email address is added to their safe senders’ list with their service provider to confirm the email will be received in their inbox. If in your advisor profile on InvestorPOS you have requested that an email confirmation is sent to you when documents are sent to the investor, you may need to ensure ‘customerservice@investorcom.com’ is added to your safe senders’ list with your service provider to confirm the email will be received in your inbox.
19. As an asset manager, is there a cost to offer my company’s documents in the InvestorPOS repository?
    
    There is no cost to the asset manager for having documents included in the InvestorPOS repository. Our site contains all Canadian mutual fund Fund Facts documents and ETF Facts summary disclosure documents that have been filed with SEDAR.
20. How do I add an address to my Address Book?
    
    When you place an order on InvestorPOS, the delivery address will automatically be saved in your Address Book.
21. How long is address information kept in the Address Book?
    
    Address information for your documents deliveries is maintained in the system securely for as long as you choose. You are able to add, delete or edit address information at any time.
22. Who do I contact to discuss InvestorPOS solutions for my company?
    
    You may email InvestorPOS at customerservice@investorcom.com to request more information about InvestorPOS solutions for your company, or visit www.InvestorCOM.com.
23. How are the taxes calculated on my order?
    
    For all goods and services provided online, sales taxes are charged based on the home province of the order placer.
24. On the “Select Investors” screen, is the “Client Identifier” field mandatory and what should be entered in that field?
    
    The “Client Identifier” field is not mandatory. It was added for those advisors who may want to add the client account # or some other client identifier as part of the investor’s profile in the address book.
25. How do I use the exception box once I have selected an investor for delivery?
    
    Simply select the exception box when you know that the purchase order (buy) has already been submitted and the Fund Facts documents are being provided to the investor post trade. This is an exception delivery as it did not meet the regulatory requirement for pre-sale delivery and needs to be noted as such.