There are two possible reasons why a new client may not have received their new account documentation package immediately after completing their onboarding. Either (1) we require additional information to verify their identity or (2) the client needs to confirm their email address.
ID verification
As part of the account opening process, ModernAdvisor is required to verify the identity of all new clients. We do this by comparing the client's information with their credit file. It is important to note that this process does not impact the client's credit score.
If the client’s information matches their credit file, we are able to verify their ID immediately and automatically generate the new account documentation for the client’s signature via AdobeSign. This is the process for the majority of new ModernAdvisor accounts.
If the client’s information does not match the credit file, a member of our accounts team will need to review the account manually before the new account documentation can be sent via AdobeSign. This process requires a bit more time but is typically completed within 1-2 business days. Depending on a number of variables, we may need additional documentation from the client to verify their identity.
The additional identification verification requirements are summarized in this article.
Email confirmation
An essential step required before the client can receive their new account documentation package is validating their email address.
All new clients will receive an email from ModernAdvisor asking them to confirm their email address. This will occur at different times depending on how the client is onboarded (prefill, referral link or onboard now) but in all cases the client will need to confirm their email address before the AdobeSign package can be issued.
If the client's ID has been verified and they still have not received their new account documentation package via AdobeSign, please ask them to search their email (and possibly junk/spam folders) and verify their email address.