NetXInvestor customer service — expert operational guide

Overview and role of NetXInvestor support

NetXInvestor is a shareholder portal and investor communications platform used by transfer agents, corporate issuers and broker-dealers to give retail and institutional holders online account access. Customer service for NetXInvestor is therefore a hybrid model: some support functions are provided by the transfer agent or issuing company, and platform-level technical support is provided by the vendor that operates the portal. Understanding that split of responsibilities is essential when triaging issues.

In practical terms, customer service touches three domains: account and entitlement inquiries (balances, holdings, distributions), transaction and transfer requests (DRIP enrollment, certificate re-registrations, electronic delivery), and technical access incidents (login failures, file upload errors, statement delivery). Each domain requires different verification data and different SLAs; treating them as separate workflows shortens time-to-resolution and reduces rework.

Primary contact channels and what to expect

Always start with the issuer or transfer agent contact printed on your account statement or proxy materials. Many issuers list the NetXInvestor URL (https://www.netxinvestor.com) for self-service sign-in, and include a transfer agent phone number on mailed statements. If your access issue appears platform-related (site errors, persistent 500-series responses), use the NetXInvestor support link provided on the login page or the issuer’s support page to open a vendor ticket.

Standard operating hours for non-critical support are typically business days 8:00–20:00 ET; many transfer agents provide extended support during proxy season (February–June). For critical production incidents affecting many users (site down, mass statement failure), platform vendors usually operate a 24/7 incident response with an initial acknowledgment target of 60 minutes for Sev-1 events.

Checklist of exact information to provide when opening a ticket

• Full account identifier: shareholder account number or investor reference shown on your statement (e.g., 12-3456789).
• Exact CUSIP or Ticker (e.g., CUSIP 123456789, ticker ABCD) and issuer name.
• Date/time (with timezone) of the issue and time-stamped screenshots showing the error.
• Device and environment: OS and version (Windows 10 / macOS 12), browser and version (Chrome 120, Firefox 121, Edge 120, Safari 16), or mobile OS (iOS 17 / Android 14) and app version if using the NetXInvestor mobile app.
• Steps to reproduce the problem (exact button clicks and forms) and any error codes (HTTP 401 / 403 / 500 / 503) or on-screen reference IDs.
• Contact phone and a preferred callback window; if the issue is urgent, indicate business impact (e.g., inability to vote before record date MM/DD/YYYY).

Service levels, KPI targets and typical metrics

Effective customer service organizations publish measurable SLAs. Typical targets for a platform like NetXInvestor are: first response within 1 business hour for critical incidents, standard first response within 4 business hours for locked accounts, and median resolution for non-critical tickets within 48–72 hours. Common operational KPIs include First Call/Contact Resolution (FCR) target 70–85%, average handle time (AHT) 8–12 minutes for phone interactions, and CSAT goal ≥4.2/5.

For larger issuers or transfer agents, quarterly reporting often includes ticket volume, percent of tickets closed within SLA, and NPS. In financial-services environments, a positive NPS in the 30–50 range and CSAT above 4.0 are reasonable benchmarks; if your provider consistently falls below these, require a corrective action plan tied to contractual credits.

Severity levels and expected response/resolution windows

• Sev 1 (production down, mass outage): initial ACK ≤ 60 minutes; workaround or mitigation within 4 hours; full resolution or formal incident update every 2–4 hours.
• Sev 2 (major functionality impaired for many users): initial ACK within 1 business hour; resolution target 8–24 hours depending on root cause.
• Sev 3 (single-user or limited functionality loss): initial ACK within 4 business hours; resolution 24–72 hours.
• Sev 4 (enhancement, cosmetic issue, administrative request): initial ACK within 48 hours; resolution per agreed change window or next release cycle.

Technical troubleshooting — practical steps and common causes

Before escalating, run a concise technical checklist: verify the exact URL (no phishing variants), confirm the account number and CUSIP, update the browser to the latest stable release (Chrome/Edge/Firefox within last two major versions), clear cache/cookies, and test in an incognito/private window. Confirm JavaScript and cookies are enabled—NetXInvestor and similar portals require TLS 1.2+ and active cookies for session state.

Common errors and quick remedies: HTTP 401 typically signals incorrect credentials or locked account (reset password via the portal or contact issuer for verification); HTTP 403 indicates permission/entitlement issues (issuer-side configuration required); HTTP 500/503 are server-side and require vendor intervention—capture server timestamps and any response body to include in the ticket. For document uploads, adhere to common limits (example constraints: PDF/JPG/PNG up to 25 MB; Excel .xlsx permitted for bulk transactions) and attach the file hash or filename in the ticket.

Privacy, authentication and compliance considerations

NetXInvestor implementations support multi-factor authentication (MFA) options including time-based one-time passwords (TOTP), SMS OTP, or email links—confirm with your issuer which method is enabled. When contacting support, never transmit full Social Security Numbers over unsecured email; use redacted identifiers (last 4 digits) and follow the vendor’s secure upload or encrypted email process for sensitive documents.

From a governance perspective, platform vendors typically maintain industry controls such as SOC 2 Type II and ISO 27001. Ask your issuer or transfer agent for the current attestation reports (year and scope) if you need evidence for compliance audits or legal review; vendors often provide these under NDA within 30 days of request.

Billing, transfers and practical cost points

NetXInvestor itself is a portal; fees you may encounter are set by the issuer or transfer agent. Common line items: certificate re-registration fees or transfer agent processing fees typically range from $10–$50 per transaction, overnight mailing fees often $25–$45, and ACH or electronic delivery is frequently free. For high-volume commercial transfers (tens of thousands of shares), custodial or broker fees and issuer restrictions may apply—always request a fee schedule in writing.

When planning transfers, note typical processing timelines: ACAT/ broker-to-broker transfers often complete in 3–6 business days; certificate re-registrations can take 5–10 business days; DRS or electronic book-entry movements may be completed within 1–3 business days depending on the transfer agent’s workflow and cutoff times.

Operational best practices for issuers and support teams

For issuer operations teams, publish a clear support matrix on your investor relations page that tells shareholders exactly where to go for account issues versus platform problems. Maintain a one-page troubleshooting guide with screenshots for the top 8 issues (login, password reset, DRIP enrollment, dividend elections, share transfers, tax reporting, document downloads, proxy voting) and circulate it before high-volume events such as dividend dates and proxy seasons.

Internally track trend data monthly and perform RCA on repeat incidents. Sample improvements: reduce password lockouts by 20–40% through progressive UX (self-service unlocks), and improve CSAT by instituting a two-touch follow-up process (confirmation email at ticket close and a CSAT survey 24–72 hours later). These operational levers materially reduce escalations and improve shareholder experience.

What is Pershing NetXInvestor?

NetXInvestor gives your clients 24/7 access to their account information online and through the mobile app. The experience is modern and easy-to-use with powerful self-service options and industry-leading flexibility. Explore NetXInvestor arrow_forward. NetXServices is now Wove Connect.

Can you transfer money from a Pershing account to a bank account?

Based on the selections made, signature and submission of this form is authorization to move funds to, from, or both to and from the linked bank account with no additional scrutiny from your financial professional or Pershing.

How do I contact NetXInvestor?

If you need further assistance with logging into the NetXInvestor site, such as help with your User ID and password, call us at 1-855-622-0684.
PDF

Does Pershing still exist?

BNY Pershing has been committed to the safekeeping, servicing, segregation and reporting of client assets for 85 years. BNY Pershing is proud to be a part of BNY, a global financial services company.

How do I contact Pershing customer service?

Please contact your advisor for assistance. You can find the company name on your statement, tax forms or your account application. BNY Pershing can verify the balance of your account. If you need an account balance verification, please call Customer Service at 201-413-3333.

How do I contact BNY Mellon customer service?

1. Express Voice-Activated System. 1-800-645-6561, 24 hours a day / 7 days a week.
2. BNY Mellon Funds Representatives. 1-800-373-9387.
3. BNY Mellon Funds Sales Representatives. 1-800-782-6620.
4. BNY Mellon Brokerage Express Automated Account Access.
5. Brokerage Services Representatives.
6. BNY Advisor.
7. 403(b)(7)/Retirement Plan Inquiries.