From time to time, a Customer Success agent might need to log into your account to assist with your inquiries. This can range from checking what error code is running with your portfolio to seeing why you don’t have Entry Dates and much more.
We understand that it can be a little scary in this digital age to have someone looking through your online account. To add to your level of security and confidence in TradeStops, we implemented a new security feature. You now must grant access to the Customer Success agent to view your TradeStops account.
The access setup is simple, and it only takes a few steps.
First, click your name in the upper right corner of TradeStops. Next, click settings. Then, click support.
If you’ve played around with your TradeStops settings before, you’ll notice that this area is new. We give you our contact information as well as our access setting.
Setting up Access
This is where you can grant Customer Success agents access to your account.
To the right of “Access Duration,” click the drop-down box. A list of duration options will appear.
Simply click the duration that Customer Success agents can access your account. Please know that the time count-down will begin as soon as you click save. So… if you think that a problem with your account will take a couple weeks to fix, you might want to select one month. If it’s a simple problem, you could just select one day.
After you choose a duration and click the green Save button, we will display the expiration date.
If you want to change this, simply click the word “change” to the right of your date. That will make the duration drop-down box appear again. From there, you can pick a different duration. Always remember to click Save once you make any changes.
Can access only be temporary?
Unless you choose the “never expire” duration option, all access to your TradeStops account will be temporary. Eventually, the Customer Success agent access will expire, and you would need to set this up again.
You have full control over this expiration time, too. If you want to stop the duration at any time, simply come back to the Support setting. Click change. In the box, select No Access, and then save your changes. The access will immediately expire.
What if I don’t want them to have access?
We understand that giving someone access to your account can be a little scary. You might hold a lot of capital in some of your portfolios. Rest assured that Customer Success agents no one will not make changes to your account without your permission if you do grant them access. They cannot make any trades for you.
Of course, you can always choose to not grant access at all. Just know that agents will not be able to solve sync issues or other problems with your program if you go this route. They would only be able to walk you through what might help you based on guesswork.
Why is it good to grant access?
Let’s say that you have a problem with your synced portfolio. No new purchases have been coming in, and positions that you sold still show that you own them.
After calling Customer Success, they talk you through to the Portfolio page. You find out that your sync date is off.
They then talk you through the process of refreshing your portfolio and updating your credentials. Your sync date still won’t update.
In this case, you would need to give the Customer Success agent access to your account. They could check to see what error code was happening with your portfolio. From there, they could assist with the problem, and your portfolio would update again.
Security is always at the forefront for TradeStops. We want our customers to feel safe and secure when using the TradeStops program. This enhanced feature gives you total control over your own investing future.
If you need any help with this new security setting, please watch this step-by-step instructional video.
Customer Success Team