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RESOLVED > Questrade's offices > power fluctuations

lsuderman — Tue, 09 Aug 2011 17:08:02 GMT

Please be aware Questrade’s support offices are having intermittent power issues, and this may prevent you from contacting one of our agents. We will update you when the issue has been resolved. Trading is unaffected and operating normally. We apologize for the inconvenience.

Update: the issue has been resolved, and full power has been restored.

Security and your Questrade account

lsuderman — Tue, 02 Aug 2011 15:36:47 GMT

Protecting client privacy and ensuring account security are top priorities for Questrade. We regularly review and upgrade the features that keep your account secure. As a result, we sometimes ask you to take steps to activate these features or update some information that’s on file with us.

If you tried to log in to myQuestrade and you received a message that told you to contact us, our client services specialists can quickly walk you through the steps you need to take. You can reach them at 1.888.783.7866 or through live help.

For more information on keeping your account and personal information safe, please visit our Security centre page.

Important information about Lululemon Athletica Inc. (LLL.TO, LULU) stock split

lsuderman — Mon, 04 Jul 2011 20:57:56 GMT

What is happening to LLL.TO and LULU?

Effective Wednesday July 6th, the TSX-listed common shares of Lululemon Athletica Inc. (LLL.TO) will be split. Effective Tuesday July 12th, the NASDAQ-listed common shares of Lululemon Athletica Inc. (LULU) will be split. Open orders for LLL will be cancelled after market close on Tuesday July 5th, and open orders for LULU will be cancelled after market close on Tuesday July 11th.

The terms of the split are: holders of LLL.TO as of July 5th will receive 2 common shares for every 1 common share held. Holders of LULU as of July 11th will receive 2 common shares for every 1 common share held.

How does this affect me?

Open orders for LLL.TO will be cancelled on Tuesday July 5th, and open orders for LULU will be cancelled on Monday July 11th. If you had an open order, you will need to enter a new one.

If you want to continue to hold shares of LLL.TO over the next two weeks you do not need to take any action. Your account will be fully updated to reflect the share split.

If you want to continue to hold shares of LULU from Monday, July 11th through the following two or three business days you do not need to take any action. Your account will be fully updated to reflect the share split within two to three business days of the split.

If you want to close your position in LLL.TO on Wednesday, July 6th or over the next two weeks, you will be able to sell the shares you held in your account prior to the split. If you want to sell any of the additional shares you will be receiving as a result of the split, please contact Questrade’s trade desk at: 1.866.980.9590. Delivery of the additional shares to your account will take up to two weeks since they cannot be delivered until the LULU split has occurred on July 12th.

If you want to close your position in LULU on Tuesday, July 12th or the following two to three business days, you will be able to sell the shares you held in your account prior to the split. If you want to sell any of the additional shares you will be receiving as a result of the split, please contact Questrade’s trade desk at: 1.866.980.9590. Delivery of the additional shares to your account will take two to three business days.

In your account, you may temporarily see a numbered symbol in place of the stock symbol for LLL.TO (on July 6th), or in place of the symbol for LULU (on July 12th). If you want to sell your position, and this numbered symbol appears in place of the stock symbol, please contact Questrade’s trade desk at: 1.866.980.9590.

Does this affect options?

Option contracts for LLL.TO and LULU will be adjusted to reflect the change in strike prices and quantities as a result of the split.

If you have any questions about this stock split, please contact Questrade Client Services at 1.888.783.7866, or http://www.questrade.com/livehelp.

Submitting documents during Canada Post mail disruptions

lsuderman — Tue, 14 Jun 2011 19:56:21 GMT

Despite the current Canada Post mail disruptions, there are still multiple ways to send us your valid identification and bank documents (including void cheques):

Upload:

Scan (or take a digital photo), and electronically send the file to Questrade.
Once you have started an account, find full instructions on how to upload your documents in myQuestrade.
Fax: 1.888.837.1861. Please reference your account number.
Email: support@questrade.com. Please include your account number.

Drop off:

Questrade requires original copies of the statement of acceptance, transfer documents, and other account opening documents.
You can drop off your signed paperwork at either our Toronto or Vancouver location.

Courier:

When sending time sensitive documents to Questrade, including account opening forms, cheques, or other account related items, send the documents by courier to:

          Questrade Inc.
          North American Centre
          5650 Yonge Street, Suite 1700
          Toronto, Ontario
          Canada
          M2M 4G3

Go.Questrade.com: new real-time look. Same real-time purpose.

lsuderman — Thu, 02 Jun 2011 18:02:01 GMT

Market events happen without warning: stock splits, symbol display issues, margin rate changes – you name it. That’s why we’re revamping go.Questrade.com to keep you informed about important market related news as it happens. Visit this site for real-time blogs that cover these events as they unfold and read about action you need to take in your account.

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Register for the RSS or email feed and get the most recent news sent directly to your inbox.

Tell us what you think about go.Questrade.com. Email your feedback to marketing@questrade.com.
If you have question about a specific event, please contact our client services team by phone, email, or live help.

June 1st update: buying power in some accounts may be incorrect

lsuderman — Wed, 01 Jun 2011 15:07:00 GMT

Today, some accounts may not be showing correct buying power.

• We are aware of the issue, and any accounts affected by this will be updated by tomorrow.
• If you are able to trade normally or if you are planning to hold your positions, you don’t need to take any action.

If you think your buying power is incorrect and you would like to place an immediate trade, please contact Questrade’s trade desk at 1.866.980.9590.

CANADIAN MARKETS CLOSED VICTORIA DAY

lsuderman — Fri, 20 May 2011 15:09:53 GMT

Please note: Canadian markets are closed Monday, May 23rd for the Victoria Day holiday. Questrade’s offices will also be closed to visitors.

Questrade phone, email, and live help support will still be available to clients from 7:30 a.m. to 10 p.m. ET.

U.S. markets will remain open.

SOME OPEN ORDERS PARTIALLY CANCELLED BY TSX ON THURSDAY

lsuderman — Fri, 20 May 2011 15:09:12 GMT

On Thursday, May 20th, the TSX cancelled part of some open orders while executing another part of the same order (the odd-lot portion).

This affected some Questrade clients with open orders. If you notice that you had an open order that was partially executed and partially cancelled by the TSX, you can enter the cancelled portion as a new order.

If you have any questions please contact Questrade client services at 1.888.783.7866, or www.questrade.com/livehelp.

IMPORTANT INFORMATION ABOUT ENBRIDGE INC. (ENB.TO, ENB) STOCK SPLIT

lsuderman — Thu, 19 May 2011 21:07:09 GMT

What is happening to ENB.TO and ENB?

Effective Friday, May 20th, the TSX-listed common shares of Enbridge Inc. (ENB.TO) will be split two for one. Effective Wednesday, June 1st, the NYSE-listed common shares of Enbridge Inc. (ENB) will be split two for one. Open orders for ENB.TO will be cancelled on Friday May 20th, and open orders for ENB will be cancelled on Wednesday June 1st.

The terms of the split are: holders of ENB.TO as of May 19th will receive 2 common shares for every 1 common share held. Holders of ENB as of May 31st will receive 2 common shares for every 1 common share held. For example, someone holding 10 shares would hold 20 shares once the split is completed.

How does this affect me?

Open orders for ENB.TO will be cancelled on Friday May 20th, and open orders for ENB will be cancelled on Wednesday June 1st. If you had an open order, you will need to enter a new one.

If you want to continue to hold shares of ENB.TO over the next two weeks you do not need to take any action. Your account will be fully updated to reflect the share split.

If you want to continue to hold shares of ENB from Tuesday, May 31st through the following two or three business days you do not need to take any action. Your account will be fully updated to reflect the share split within two to three business days of the split.

If you want to close your position in ENB.TO on Friday, May 20th, or over the next two weeks, you will be able to sell the shares you held in your account prior to the split. If you want to sell any of the additional shares you will be receiving as a result of the split, please contact Questrade’s trade desk at: 1.866.980.9590. Delivery of the additional shares to your account will take up to two weeks since they cannot be delivered until the ENB split has occurred on June 1st.

If you want to close your position in ENB on Wednesday, June 1st or the following two to three business days, you will be able to sell the shares you held in your account prior to the split. If you want to sell any of the additional shares you will be receiving as a result of the split, please contact Questrade’s trade desk at: 1.866.980.9590. Delivery of the additional shares to your account will take two to three business days.

In your account, you may temporarily see a numbered symbol in place of the stock symbol for ENB.TO (on May 20th), or in place of the symbol for ENB (on June 1st). If you want to sell your position, and this numbered symbol appears in place of the stock symbol, please contact Questrade’s trade desk at: 1.866.980.9590.

Does this affect options?

Option symbols for ENB.TO and ENB will not change. Strike prices and number of contracts will be adjusted to reflect the two for one stock split.

If you have any questions about this stock split, please contact Questrade’s client services at 1.888.783.7866, or http://www.questrade.com/livehelp.

IMPORTANT INFORMATION ABOUT CITIGROUP INC (C) SHARE CONSOLIDATION

lsuderman — Fri, 06 May 2011 17:52:38 GMT

Effective Monday May 9th, Questrade expects shares of Citigroup Inc. (C) will be consolidated. Any accounts holding C will be directly affected by this change, and any existing open orders are expected to be cancelled by the exchange.

What is happening to shares of Citigroup Inc?

Citigroup Inc. is expected to consolidate the common shares of its stock. The terms of the consolidation are: holders of C will receive 1 common share for every 10 common shares held. For example, someone holding 10 shares of C would receive 1 share after the stock is consolidated.

How does this affect me?

If you had an open order for shares of C, your order is expected to be cancelled by the exchange.

What action do I need to take?

If you want to continue to hold shares of C over the next week you do not need to take any action. Your account will be fully updated to reflect the share consolidation over the next two to five business days.

If you want to close your position in C on Monday, May 9th, or Tuesday, May 10th, you can enter an order online as you normally would after 8:30 a.m. ET.

If you want to close your position in C on Wednesday, May 11th or over the next two business days, and you see a numbered symbol in place of the normal C symbol, you will need to contact Questrade’s trade desk at: 1.866.980.9590 to have your position updated. You will then be able to sell your position online on the same trading day. If you do not sell your position on the same day, you will need to update it again before you can sell it.

Does this affect options contracts I hold for Citigroup Inc?

Yes. Options symbols for Citigroup will be changed and your account should be updated by Tuesday, May 10th.

Options symbols for Citigroup will change as follows:

    • C changes to C1
    • 1C changes to 1C1
    • 2C changes to 2C1

What action do I need to take?

If you plan to hold your options contracts for Citigroup on Monday, May 9th, you do not need to take any action. Your account will be updated on Tuesday to reflect the new options symbols.

If you want to sell Citigroup options contracts on Monday, May 9th, you will need to call Questrade’s trade desk at: 1.866.980.9590 to enter an order.