ISIN FAQ

Support

I am having difficulty with your website and cannot submit an ISIN Issuance (CUSIP) request. Who can I contact to resolve the problem?
Contact IT Service Desk at 416-467-8220 or 416-467-8220 or email servicedesk@cds.ca.

Who do I contact if I have general questions?
For general questions about ISIN Issuance requests, contact CDS Eligibility at 1-800-663-8429 or eligibility@cds.ca. After a request has been submitted or saved as a draft, you will need to provide the ISIN issuance request number.

How do I complete the ISIN Issuance screens?
Refer to the Help.

Orders

How long will it take to process my request?
The request should take one business day to complete, provided all the required documents and information is included. Requests received after 4:00 p.m. ET will be considered submitted next business day. Requests are subject to Canadian and U.S. holiday processing. For more information on how this may impact your request, contact CDS Eligibility at 1-800-663-8429 or eligibility@cds.ca.

How can I check the status of my request?
You can check the status of your request at any time by clicking the "View an existing request" link on the ISIN issuance page. You will need to provide your ISIN issuance request number (provided on the email notification from CDS) and email address on file with the request.

Why should I include an alternate email?
An alternate email is important to ensure that there is someone to handle ISIN Issuance requests in the event that you are absent during the processing period.

Can I save a request in progress and return to it later?
Yes, you can save your request as a draft. Your request will remain accessible for five calendar days at which time it will be purged from the system. During that time, you may edit or update your request at any time until you submit the request. The five days restarts every time you re-save your request. Once the request has been submitted, you will not be able to change it.

Can I cancel my request at any time?
No. Once you have submitted your request it cannot be changed or cancelled.

How many items can I add to an ISIN issuance request?
As long as the items have the same issuer, there is no limit on the number of items you can add to a request.

How will I know if my request has been completed?
You will receive an email notification when the request is complete. You can check the status of your request online by clicking the "View an existing request" button on the ISIN issuance page.

What if my request is missing some necessary information? Will I be contacted?
Requests that are missing required documents and information will be put in a status of Requestor and you will be notified by email. Requests for additional documents and information should completed as soon as possible. If a request is in Requestor status for more than three days, the request may be rejected and you will need to resubmit.

How do I make my ISIN/CUSIP eligible in CDSX?
Contact CDS Eligibility at 1-800-663-8429 or eligibility@cds.ca.

Troubleshooting

I am having difficulty attaching documents. How can I provide the required documents?
The system accepts PDF files only and the file size must not exceed 10 MB per PDF. If you are sending a larger file, contact CDS Eligibility at 1-800-663-8429 or eligibility@cds.ca to make arrangements to have the file size increased to accommodate your submission.

I lost my ISIN issuance request number; how can I locate it?
Send an email with the name of the requesting issuer and estimated date of the request to CDS Eligibility at eligibility@cds.ca. CDS Eligibility will send you the ISIN issuance request number or contact you for more information.

How secure is the information that I provide through the ISIN Issuance application?
CDS's servers are secured behind firewalls with advanced intrusion detection. All data entry screens run on a secure encrypted server. 128-bit SSL protection ensures that all information sent and received by our servers is encrypted as it travels over the Internet. For your added protection, we do not store credit card numbers provided to us for the ISIN issuance request process.

I submitted my order but I did not see a confirmation page. What is the status of my order?
If a valid email address was provided and the payment was processed successfully, a confirmation email is sent immediately. You may also contact CDS Eligibility at 1-800-663-8429 or eligibility@cds.ca.ca to verify your request.

I submitted my request and did not get a notification email. What do I do?
It may take a few minutes for the email to arrive. If you do not receive a notification email, confirm that the email address you provided is valid. Also, check your junk email folder for your notification email to make sure it was not filtered. Once you mark emails from ISIN Issuance as not junk email, you should receive all the relevant email messages from ISIN Issuance. If your email address is incorrect or you still haven't received the notification email, contact CDS Eligibility at 1-800-663-8429 or eligibility@cds.ca.

Can I update my contact information once I have submitted the request?
No. If you have made a mistake, contact CDS Eligibility at 1-800-663-8429 or eligibility@cds.ca.

I accidentally submitted my request twice. What do I do?
Immediately contact CDS Eligibility at 1-800-663-8429 or eligibility@cds.ca. A penalty fee will be charged.

Payment and Invoicing

What forms of payment do you accept?

  • CDS participants and non-participants - Credit card (Visa and Mastercard).
  • CDS participants - Monthly invoice.

Will I receive proof that my credit card payment has been processed?
Yes. You will receive a transaction receipt through email as proof that your credit card payment has been made, if a valid email address is provided.

When will my credit card be charged?
Once we have received your request, your credit card will be pre-authorized, and your request sent to CDS for processing. Once the request is complete, your account will be charged and you will receive a confirmation email providing you with an invoice. We do not charge your account until the request is complete.

When will I receive my invoice (CDS participants only)?
On the seventh business day following the end of the month, you will receive an invoice listing all billable activities for your CUID.

How much does it cost to request an ISIN?
All fees for this service are available on the CDS price list.

Will I be charged for rejected items?
Yes, a penalty will be applied to rejected items. All fees for this service are available on the ISIN Issuance page.

What do I do if my request goes into a Failed status?
If a request is not completed in five business days, the pre-authorization might no longer be valid. You might need to resubmit your request. For more information, contact CDS Eligibility at 1-800-663-8429 or eligibility@cds.ca.

My credit card was declined. I know that I have sufficient funds, what do I do?
First check that you have entered the credit card number correctly and that you are using the correct expiration date. Then check with your credit card company to be sure that the card has ample funds available and that the card is currently active. We also recommend contacting your credit card company to determine if there is an issue with the provider that can be resolved.

What name will appear beside the charge on my credit card statement?
Charges on your credit card will display as: "CDS SMS ISIN ISSUANCE."

I am GST exempt. Is it possible to process my request without GST?

  • Non-participants - No, you must reclaim your GST outside of the application. For further details, contact the Canada Revenue Agency (www.cra.gc.ca) at 1-800- 959-8287.
  • CDS participants - Yes, if CDS is aware of a tax exempt status and have logged in to the ISIN Issuance service, your request will be processed without GST.

How do I identify phishing emails?
Do not respond to any email requesting personal information. ISIN Issuance does not request personal information be sent through email.

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