How to work with Schwab Advisor Center® security features 

How to work with Schwab Advisor Center® security features

With Schwab Advisor Center security features, users can improve security by changing their password every three months and by using an authentication device to log in to Schwab Advisor Center whether they are in the office or working remotely.

For firm security administrators (FSAs), see FSA guide to managing users features.

To work with Schwab Advisor Center security features, you will need a user ID and password to access Schwab Advisor Center.

If you're a user with an inactive account, contact your FSA to:

  1. Reactivate your account
  2. Reset the password

If you're a user with an active account, you can reset the password yourself:

  1. On the Schwab Advisor Center login page, click Forgot Password.
  2. Enter your login ID and click Continue.
  3. Confirm your identity by choosing a method:
    • Text 
    • Call
  4. Enter the telephone number associated with your Schwab Advisor Center profile and click Send Code.
  5. Enter the security code provided.
  6. Answer your security question and click Continue.
  7. Create and confirm your new password. 
  8. Login with your new password. 

You can make every login more secure by using an authentication device that generates a six-digit security code each time you log in, which serves as an additional method of authentication. An authentication device can be a: 

  • Mobile app
  • Desktop app

To download the mobile app:

  1. Go to the respective marketplace (App StoreSM for iPhone® or Google Play™ for Android™).
  2. Search for Symantec™ VIP Access and then install the application.
  3. Acknowledge the user software license agreement and activate the application. From within the app, provide your unique credential ID (at the top of your screen) to your FSA and request that they activate your device. You will not be able to log in until your device is activated.

To download the desktop app:

  1. Go to the Symantec website (https://vip.symantec.com/)
  2. Download the correct applications for your desktop
  3. Acknowledge the user software license agreement and activate the application. From within the app, provide your unique credential ID (at the top of your screen) to your FSA and request that they activate your device. You will not be able to log in until your device is activated.

You can manage your authentication device in your user profile through a self-service option on Schwab Advisor Center.

To add a device:  

  1. Log into Schwab Advisor Center.
  2. At the top of the screen, click the Welcome menu.
  3. Click Authentication Device.
  4. To add an authentication device, input the credential ID from a keychain token or from Symantec VIP app or desktop app, then input the security code generated by the device.
  5. Click Enroll, and the device is added.

To remove a device:

  1. Log into Schwab Advisor Center.
  2. At the top of the screen, click the Welcome menu.
  3. Click Authentication Device.
  4. Click Remove (to the right of the displayed credential ID).
  5. On the subsequent screen, enter the security code from the authentication device.
  6. Click Remove. The device is removed from the user's profile.

To log in to Schwab Advisor Center with an authentication device, use your Schwab Advisor Center password combined with the six-digit security code displayed on your keychain token or the Symantec VIP Access app on your mobile phone. The authentication device must be activated by your FSA before you can log in to Schwab Advisor Center. The following processes can be used to log in to Schwab Advisor Center using an authentication device.

To log in using the mobile app:

  1. On the Schwab Advisor Center login page, enter your user ID.
  2. Open the Symantec VIP Access app on your phone to view the displayed security code.
  3. In the Password field of the Schwab Advisor Center login page, you have the option to either enter your Schwab Advisor Center password followed immediately (no spaces) by the six-digit security code. Alternatively, you can enter your password and click Log In. You will then be presented with a dedicated page to enter your security code.
  4. If you enter the security code incorrectly, try again. The token will deactivate after too many invalid attempts and you will need to contact your FSA to synchronize the device.

Users are required to change their password immediately after their first log in to Schwab Advisor Center and when they log in after their password is reset. Schwab recommends changing your password every three months. Do not share your password with anyone. If you suspect that someone knows your password, change it immediately. The following process can be used to change your password.

  1. Log in to Schwab Advisor Center, and then click the Welcome menu at the top of the screen.
  2. Click Password.
  3. Enter your old password and then enter your new password. Passwords are case-sensitive and must conform to the following regulations:
    • Must be a minimum of eight characters
    • Must be alphanumeric
    • Can contain special characters  
    • Must be different from your old password and may not contain your firm name or user ID
  4. Confirm your new password. Click Submit.

To protect user security, your user account will be locked after three consecutive failed attempts to enter the correct password. Should this happen, contact your FSA to reactivate your account and reset your password.

The first time you log in to Schwab Advisor Center, you will be prompted to change your password and select a security question with answer. The security question will help to confirm your identity when an additional layer of security is needed. Schwab recommends changing your security question periodically so you are familiar with your answers if Schwab Advisor Center prompts for them in the future. Use the following process to change your security question.

  1. Log in to Schwab Advisor Center, and then click the Welcome menu at the top of the screen.
  2. Click Security Question.
  3. In the Change Security Question and Answer section, select a new security question from the drop-down menu and enter your answer in the Answer and Confirm fields beneath the question. Entries in the Answer and Confirm fields must be identical.
  4. Click Submit.

Once you have submitted your security requests or changes:

  • User accounts, passwords, and device activation are effective immediately.

If you suspect fraud or need assistance with Schwab security features, contact Advisor Platform Support at 800-647-5465 or via a Schwab Advisor Center service request.

Resource: Authentication devices: Guide for firm security administrators (FSAs)

Resource: Keep Your Clients' Trust. Keep Your Systems Safe.

Resource: FSA guide to managing users features 

Resource: List of user security functions

Resource: The Schwab Security Guarantee

 

Who is my firm security administrator (FSA)?
The FSA is an employee of your firm and not Charles Schwab; Schwab does not maintain a list of FSAs for every firm. If your firm is small, it may be a single individual or, in the case of larger firms, it may be an entire department. Consult your manager.

What can I do when I’m locked out?
Your firm has an FSA who can reset your password. The FSA is an employee of your firm and not Charles Schwab.

My firm is small. For convenience, can’t we just share an ID and password?
No. While it may be more convenient to share IDs and passwords, it not only creates a security risk to your firm but increases the likelihood of login errors, which will lock everyone out of the system. In addition, unique IDs and passwords allow FSAs to selectively assign access to features, further increasing security.

I’ve just received an error message to contact the firm security administrator (FSA). Is there a number at Charles Schwab I can call to resolve this?
No. The FSA works for your firm and not Charles Schwab. Your FSA will be able to resolve any security issues you may encounter. Most error messages are the result of the account being locked due to the entry of incorrect login credentials (e.g., incorrect password). Fixes, such as resetting your password, are performed by your FSA.

I can log in to Schwab Advisor Center®, but I can’t access a particular feature. Who should I contact?
Your FSA controls access to system features. If you believe you have a business need for a particular feature, contact your FSA.

Can users log in to Schwab Advisor Center if they are away from their device?
Yes. Contact APS at 800-647-5465 to receive a temporary security code. The temporary code is good for 24 hours.

I forgot my password. What should I do?
See How to reset your password or call your FSA.
If you are the FSA and do not have a backup, call APS at 800-647-5465.

What does the firm security administrator (FSA) do?
Schwab assigns master rights for the RIA firm to the FSA, a firm employee who is responsible for:

  • Assigning individual (separate) user IDs and passwords to all employees in the firm
  • Assigning each person in your office the appropriate level of access to the site

Who is my FSA? Who should my FSA be?
Your FSA is responsible for assigning passwords and ensuring appropriate levels of access to the site for each employee within your firm. The FSA is automatically assigned access to all functions that are available to your firm. With that in mind, your FSA should be an IT (information technology) person in your firm who is usually available and whom you trust to have and control access to all functions. We strongly recommend that you also assign a backup FSA, who has access to the security administration functions of this site when the primary FSA is unavailable.

What steps should I take while I’m traveling to securely access Schwab Advisor Center?

  • Before you travel, verify your contact information on Schwab Advisor Center is up to date in case we
  • need to reach you. To update your contact information, click Welcome on Schwab Advisor Center and then Update Profile.
  • You can view your clients’ statements on Schwab Advisor Center while you’re on the road, so try to avoid carrying paper statements.
  • Use your laptop, not a public computer, to log in to Schwab Advisor Center. Update your laptop’s antivirus, browser, and other software before leaving.
  • Memorize your login ID and password—don’t write them down.
  • Be prepared to offer additional authentication when you log in.
  • Be aware of security when you’re online. If you receive an email claiming to be from Schwab that asks for personal financial information, report it immediately to APS at 800-647-5465.
  • Use only secured wireless networks at home or in a public area.

What if a keychain token is lost, damaged, or stolen?
First, the FSA must unassign the device from the user ID, then notify Schwab Advisor Platform Support (APS) at 800-647-5465. If a device is stolen, the user should also change their password immediately.

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