FAQ

  • What do I need to know about the ``Heartbleed`` Bug Update?

    An internet security threat, known as the “Heartbleed” bug, has been identified as a technology concern across the investment industry. Heartbleed affects the encryption technology designed to protect online accounts. Please be assured that based on the information currently available to us, this bug has not affected advisors or clients of Clark Capital.

    We continue to regularly implement security measures designed to protect our clients and ourselves.

    If you have any questions, please contact Advisor Support at 800.766.2264 or advisorsupport@ccmg.com.

  • How do I log in to the website?

    If you are new to Clark Capital, a sales specialist will contact you with your initial login information (which you will change upon logging in for the first time).

  • I forgot my login/password. What do I do now?

    Clark Capital does not have access to passwords for security reasons. You can click on “forgot password” and it will be emailed to the email address we have on record for you. If that doesn’t work, you can contact Advisor Support and we will reset your user ID.

  • How does my client log in to the website?

    The client’s initial login will always be their account number with no spaces or dashes and the password will be the last four digits of the SSN or TIN. If a client has multiple accounts they are linked together so it doesn’t matter which account number they use. The client will be prompted to create a unique user ID and password upon logging in for the first time.

  • How does my client change portfolios?

    Please contact Advisor Support. There is minimal paperwork required and it is specific to each client.

  • What is the procedure for making a withdrawal from a client account?

    Non-Qualified Accounts
    If the account is non-qualified, in most instances an email request from the advisor is acceptable. The funds must go to the delivery instruction on record (check to address, ACH or wire instructions). If it is going anywhere other than to what we have on file, a letter of instruction signed by the client and/or additional paperwork is required.

    Qualified Accounts
    A client can set up standing (AD HOC) IRA Distribution Instructions by completing the standing instructions section on the distribution form. If this is not set up, a Pershing IRA Distribution Request is required for each request.

    *Please note, to liquidate an account entirely, a signed letter of instruction from the client is required.

    *In some cases large withdrawals affect the portfolio. If your client is taking a withdrawal that brings the portfolio below the minimum for that portfolio, please contact Advisor Support as additional paperwork will be necessary to change the portfolio. Distributions will not go out until the paperwork is returned for the appropriate portfolio.

  • How long does it take for a new/converted account to be invested?

    The expected time frame is 7 to 10 business days from receipt of paperwork (in good order). However, in some instances, the time may be shorter.

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