Icône FAQ
Icône FAQ
Icône FAQ
Icône FAQ


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Top questions

Why was I charged a commission on ETFs?

To qualify for our zero commissions on ETFs offer, you must meet the following criteria:

  • Buy or sell at least 100 exchange-traded fund (ETF) units per trade
  • Trade through our digital solutions
  • Sign up to receive all your documents electronically

Need help? Contact a representative

Why was my trade declined?

We regret that your trade request was declined. To find out why,  go to the Current Orders panel and click the order status Declined

Why haven't I received a statement for last month?

NBDB issues quarterly portfolio statements only (in March, June, September and December) unless an operation (buy, sell, deposit or withdrawal) has been carried out.

If no statement is issued for a given month, information on that month's activities will appear on your next portfolio statement.

Dividends, interest, distributions and other payments to the account are not considered operations and do not trigger the production of an account statement.

Statements are generated during the first week of the month, and mailed out in the following days.

To access your documents more quickly, sign up for eStatements.


I have purchasing power. Why can't I transfer funds?

If your transfer is not being processed, it could mean the settlement dates do not match. We recommend that you verify the dates and try again two business days after the transaction. Need help? Contact a representative.


What documents are available on the online brokerage platform?

You can view your trade confirmations online via your brokerage account. Simply sign in, then click eServices and go to Electronic Documents.

N.B.: Online documents are archived and remain available for seven years as long as the account remains open.

Why don't I receive trade confirmations by mail anymore?

If you have not modified your preferences to receive them by mail, they are available online. You can access them under the Electronic Documents tab of your brokerage account.

How do I receive documents by mail?

Your trade confirmations are available online. If you would prefer to receive them by mail, simply change your delivery preferences online as indicated below or contact a representative. You can change your delivery preferences at any time without charge.*

How to change your delivery preferences online:

  • Sign in to your online brokerage account
  • Click eServices
  • Go to Electronic Documents
  • Click Delivery Preferences
  • Choose Electronic or Paper

*N.B.: To be eligible for the zero commission on ETFs offer, you must opt to receive your documents online. 

How can I keep up to date with your new products and services?

Sign up for our newsletter to get the latest trading news and stay informed on our products, services and promotions.

What are your fees and commissions?

Fees and commissions depend on the trades carried out. To know more, see our Pricing section.

How do I change my address?

If you also have accounts at the National Bank, you can change your address by signing in to National Bank online. The change will apply to all your accounts.

If you don't have another account, you can send us a message via the trading platform or simply call a representative directly if you prefer.

When will I receive my portfolio statements?

According to securities regulations, National Bank Direct Brokerage is required to send you a portfolio statement:

  • For every month you carried out a trade


  • Quarterly (March, June, September and December) if you didn't complete any transaction.

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