Questrade Customer Service — Practical, Expert Guide

Overview and regulatory context

Questrade Inc., founded in 1999 and headquartered in Toronto, Ontario, is a major Canadian online brokerage and wealth-management provider. The firm is regulated by provincial securities commissions and is a member of the Investment Industry Regulatory Organization of Canada (IIROC); client accounts are covered by the Canadian Investor Protection Fund (CIPF) for eligible losses related to dealer insolvency (CIPF protection is typically up to $1 million per separate account category for eligible assets). Understanding the regulatory framework helps when deciding how and where to escalate an unresolved service issue.

Customer service at Questrade supports both self-directed trading clients and managed-account clients (QuestWealth/Questwealth Portfolios). Managed portfolios typically have a minimum investment requirement (Questwealth minimum is $1,000) and a different operational path for transfers, tax slips and fee disputes than self-directed accounts. Distinguishing which product you hold at first contact speeds resolution.

How to contact Questrade (channels and expected response times)

Questrade encourages use of the secure Client Centre messaging system for account-sensitive matters (identity verification, account numbers, SIN, funding problems). Messages submitted through the Client Centre are routed to the appropriate team and usually receive a response within 24–72 hours for standard inquiries; more complex escalations (security, legal, transfers) can take 3–10 business days.

Phone support is available for time-critical issues (trading outages, immediate funding problems, wire instructions) and typically offers faster initial triage. For non-sensitive general questions, live chat or the support knowledge base at https://www.questrade.com/support provides instant articles and step-by-step guides. During peak market hours (09:30–16:00 ET) phone and chat hold times can extend — plan for 5–20 minute waits on volatile days.

• Official website and support hub: https://www.questrade.com/support — primary landing for forms, secure messaging and educational articles.
• Client Centre: use the secure message function inside your account for identity documents and private data (recommended; email is discouraged for sensitive info).
• Phone (general inquiries): refer to the support hub for the latest toll‑free numbers and international lines; use phone for urgent trading or funding issues.

Common service issues and step-by-step resolutions

Identification and account verification: the most frequent delay for new accounts is incomplete KYC documentation. To open or unlock an account you will typically be asked for: government-issued photo ID (driver’s licence or passport), proof of address dated within 90 days (utility bill or bank statement), and SIN for registered accounts (TFSA/RRSP). Uploading clear, color scans via the Client Centre reduces back-and-forth and cuts average verification time to 24–72 hours.

Funding, deposits and wires: e-transfers and international wires require exact instructions. For Canadian EFT/ACSS or Interac, allow 1–3 business days; for bank wires, same-day posting is possible if the wire arrives before the cutoff, otherwise next business day. When transferring an account “in‑kind” from another Canadian dealer, expect automated transfers to complete in 3–10 business days; manual or partial transfers can take 4–6 weeks depending on the delivering firm’s processes.

Documentation checklist and transfer specifics

Preparing documents in advance avoids repeated requests. Typical documents requested by Questrade customer service include: government photo ID, proof of residence, void cheque or bank account verification for electronic funding, a completed transfer form from the delivering institution for account transfers, and signed trading agreements for margin or options permission. For registered accounts (RRSP/TFSA), a SIN number and declaration of past contributions may be requested to ensure tax compliance.

• Common transfer timelines: electronic “Transfer In” — 3–10 business days; paper/manual transfer — 4–6 weeks. If positions are not transferable (restricted mutual funds, proprietary products), cash-outs or sell instructions may be required and will extend timing.
• Wire instructions and sample fees: expect your receiving bank’s inward wire charge (often $15–$30 CAD) and allow for intermediary bank fees on international wires. Questrade posts exact wire instructions in the Client Centre.

Escalation, complaints and external recourse

Begin formal escalation by requesting to open a complaint (dispute resolution file) with Questrade’s internal complaints team; get a reference number and timeline. If the issue involves potential regulatory breaches, suitability, or negligence, secondary escalation paths include IIROC (for dealer conduct) and provincial securities commissions. Keep detailed timelines, screenshots, and copies of correspondence; these materially improve the speed and outcome of reviews.

If you remain dissatisfied after exhausting internal remedies, independent avenues include the Ombudsman for Banking Services and Investments (OBSI) for complaint mediation and IIROC’s dispute processes. Provide OBSI or IIROC with the Questrade complaint reference and the firm’s response; these independent bodies require that you first raise the complaint with the firm and allow 90 days for an internal reply in many cases.

Practical tips to get fast, effective service

1) Use the Client Centre secure message for documents and personal data — this is the fastest track for verification and funding issues. 2) For urgent trading or system outages, call phone support and note the time, the agent’s name, and the ticket number; escalate to a supervisor if trading risk is material. 3) Keep PDFs organized (ID front/back, proof of address, bank verification) and attach them in one message to avoid repeated requests.

Track timelines: expect verification within 24–72 hours after complete documentation, standard support replies within 1–3 business days, and transfer completion in 3–45 business days depending on the transfer type. These expectations let you plan funding, tax reporting (T-slips), and trading activity with confidence.

What is the number for Questrade 1 888 783 7866?

Have a question about your Questwealth Portfolio? Call 1-888-783-7866 or email [email protected] for assistance.

Should I trust Questrade?

Questrade is a solid option for Canadians with basic trading needs looking for a low-cost broker. For those seeking higher-level tools included with the main platform, it may be better to look into a broker like Interactive Brokers that accepts international accounts.

What are the hours for Questrade?

U.S. exchanges and securities
The U.S. pre-market hours available at Questrade are from 4:00 am to 9:30 am ET. Post-market hours are from 4 pm to 8 pm ET. Placing an order with a route other than AUTO may incur ECN fees.

What are open trading hours?

The New York Stock Exchange and Nasdaq are open for trading Monday through Friday from 9:30 a.m. ET to 4:00 p.m. ET. Cryptocurrency markets are open 24 hours per day, 365 days per year. Extended trading allows for buying and selling stocks before markets open and after markets close, but rules vary by brokerage firm.

How long do withdrawals take from Questrade?

3-5 Business days
Important to know:

	EFT
Currency	CAD or USD
Time	3-5 Business days
Cost	Free
Maximum per day	$50,000 CAD* $25,000 USD* *Larger amounts take an extra business day for every $50,000 CAD or $25,000 USD above the max. This limit is extended as necessary to accommodate large RRSP Home Buyers’ Plan withdrawals.

Which bank owns Questrade?

Questrade Wealth Management Inc. (QWM) and Questrade, Inc. are wholly owned subsidiaries of Questrade Financial Group Inc.