If an account transfer request is marked as “Reject” or “Error”, the Zoe client success team will proactively investigate and guide you through next steps to resolve the issue. Below is an overview of our standard process and what you can expect as the advisor.
Step 1: Notification of Rejected Transfer
Zoe receives automatic notifications when an ACATS or non-ACATS transfer is rejected. This can occur for several reasons, including:
Incorrect account numbers or mismatched information
Credit or margin policy violations
Paperwork required by the contra firm
Transfer restrictions (e.g., account type incompatibility)
Step 2: Initial Diagnosis
Once notified, our team will immediately review any rejection memos or system notes provided by the contra firm (the delivering institution). If additional clarification is needed, we will reach out to the contra firm directly to obtain more details.
Step 3: Advisor Outreach
Within 30–60 minutes of the rejection, we will contact the advisor associated with the transfer. At that point:
If we have high confidence in the reason for the rejection, we will include our recommended next steps in the message.
If more information is needed, we will request a copy of the client’s most recent investment statement to complete our review.
Step 4: Determine Next Steps
After reviewing all available information, the Client Success team will advise on how to proceed. Common resolutions include:
Correcting account details and resubmitting the request
Switching to a paper transfer process if required by the contra firm
Submitting a new transfer with modified parameters
Our goal is to eliminate trial and error—so we only advise resubmission once we’re confident in the resolution path.
Step 5: If Cause is Still Unclear
In rare cases where the reason for rejection is not evident, we will recommend that the client contact the contra firm directly to obtain more detail. We strongly advise that a Zoe Client Success team member join the call to help ask targeted questions and provide any necessary account information to the contra firm.
Support & Contact Information
For any questions about a failed transfer, or if you want a Zoe representative to participate in a call with the contra firm, please contact us directly:
Client Success Team: clientsupport@zoefin.com | 646-264-4449
Or reach out to your Zoe Relationship Manager
We’re committed to resolving transfer issues quickly and with as little friction as possible for you and your client.