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FREQUENTLY ASKED QUESTIONS

TRADING ACCOUNT DETAILS

CHANGE OF DETAILS IN ACCOUNTS

FUND TRANSFER/PAYOUT

MY DEMAT A/C

CORPORATE ACTION (dividend/ bonus/split/ rights issue)

TRADER TERMINAL

TRADING ACCOUNT DETAILS

1. Where can I view my trading account details?


You can view your account details on our website by using the common password from
www.indiainfoline.com under account details , www.5paisa.com under ‘My Account’ link or by accessing
the url http://trade.indiainfoline.com Alternatively, you can access your account details by using the F3/
F7 key in Trader Terminal, and by clicking the "My Account" tab.

2. How can I change/ reset my password?


The password can be reset online through the ‘Forgot password’ option appearing below the login
window on the trading terminal, or a request can be given to the relationship manager, customer service or
branch. The password would be reseted via sms and it would lapse if not reset within 72 hours. Once
password reset is done the same is active for 15 days.

3. In case I shift to another location, how do I request for change in my Branch?


You need to give us a written application mentioning the reason for transfer along with your trading and
demat id. Also new Relationship Manager’s employee code is required and the address of the desired
Branch. Kindly note that this letter should be duly signed by all account holders.

You can also submit the same to the relationship manager, branch or directly sent to Head Office on
the following address;

Customer Service Dept.,


India Infoline Ltd
Bldg no. 75, Nirlon Complex,
Off Western Express Highway,
Goregaon (East),
Mumbai 400 063.
Email: info@5pmail.com
CHANGE OF DETAILS IN ACCOUNTS

1. Where will I get all the Forms and Formats to update/change my details in your records?
a. You can view all the forms on www.5paisa.com under the option ‘Forms and Formats’. Also the
same is available on http://trade.indiainfoline.com, where you need to login in with your
common password.

2. How do I get my address details changed in your records? What are the documents required for it?
a. You can get a format for change of address details through www.5paisa.com by clicking
‘Forms and Formats ‘ under Equity. This letter needs to be duly signed by all accounts
holders.

b. Following documents are required in original hard copy format. These are mandatory as per the
CDSL/NSDL regulations:

Format for change of address,. (In case of joint holdings, all holders need to sign the application);
Proof of identity;
Proof of new address (copy of any one of the documents mentioned below):

Passport copy.
Driving
License
*Voter id
*Ration card copy mentioning your current address on it.
*Leave & license agreement / Agreement of sale *Electricity
bills / Telephone bills (not more than two months old)
*Self-declaration from High Court & Supreme Court judges, giving the new address in respect of their
own account.
*Identity card/ document with address, issued by Central / State Government and its departments,
Statutory/Regulatory Authorities. The documents can either be submitted to the branch or directly sent
to Head Office:

Customer Service Dept.,


India Infoline Ltd
Bldg no. 75, Nirlon Complex,
Off Western Express Highway,
Goregaon (East),
Mumbai 400 063.
Fax: 022 26850451
Email: info@5pmail.com

3. How do I change my contact numbers and what are the documents required for it?
a. You can get a format for change of address details through www.5paisa.com under ‘Forms and
Formats’ option which needs to be duly signed by all accounts holders.

b. Following self attested proofs are mandatory:


• Mobile bill for last two months OR
• Identity Proof i.e. PAN card, Voters Id (in cases where bill cannot be provided)
• If the mobile no. doesn't belong to the client then it should belong to any family
member whose address on the mobile bill is same as the address of the client
mentioned in the identity proof. Prepaid connections in such cases will not be
entertained.
• Incase of newly activated number letter from the Mobile Service provider registered
can be accepted as a proof.
c. The original copy of the format can be submitted to the branch or directly sent to Head Office
on the following address;

Customer Service Dept.,


India Infoline Ltd
Bldg no. 75, Nirlon Complex,
Off Western Express Highway,
Goregaon (East),
Mumbai 400 063.
Fax: 022 26850451
Email: info@5pmail.com

4. How can I get my email address changed and what are the documents required for change of Email id?
a. You can get the format through www.5paisa.com under ‘Forms and Format’ option, mentioning
your login id and your correct email id. The format should be duly signed by the account
holder(s). For the implementation of the changes in the CDSL/NSDL records we would require
the original copy of the format which can be submitted to the branch or directly sent to Head
Office on the following address;

Customer Service Dept.,


India Infoline Ltd
Bldg no. 75, Nirlon Complex,
Off Western Express Highway,
Goregaon (East),
Mumbai 400 063.
Fax: 022 26850451
Email: info@5pmail.com

5. How do I change my bank account details and what are the documents required for the same?
a. You can get the format through www.5paisa.com under ‘Forms and Format’ option. We require
a written application in the prescribed format in original hard copy mentioning the complete
bank details along with a cancelled cheque leaf as a proof of the new account number and an
attested bank statement. Kindly note that this format has to be duly signed by all the holders.

b. The original copy of the format can be submitted to the branch or directly sent to Head Office
on the following address;

Customer Service Dept.,


India Infoline Ltd
Bldg no. 75, Nirlon Complex,
Off Western Express Highway,
Goregaon (East),
Mumbai 400 063.
Fax: 022 26850451
Email: info@5pmail.com

6. What is the procedure to change my signature in your records?


a. We require a bank verification letter, along with a written application mentioning your login id,
demat account number along with the new signature, and a copy of Identification proof
(documents can be as mentioned above for address proof). The original hard copy is required to
update the same in our records

b. The documents can be submitted to the branch or directly sent to Head Office on the following
address;
Customer Service
India Infoline Ltd
Bldg no. 75, Nirlon Complex,
Off Western Express Highway,
Goregaon (East),
Mumbai 400 063.
Fax: 022 26850451
Email: info@5pmail.com

7. How do I link/add another bank account in your records?


a. We require a written application in the prescribed format in original hard copy mentioning the
complete bank details along with a cancelled cheque leaf as a proof of account number and an
attested bank statement. Kindly note that this format has to be duly signed by all the holders.
You can get the format at www.5paisa.com under ‘Forms and Format’ option.

b. The original copy of the format can be submitted to the branch or directly sent to Head Office
on the following address;

Customer Service Dept.,


India Infoline Ltd
Bldg no. 75, Nirlon Complex,
Off Western Express Highway,
Goregaon (East),
Mumbai 400 063.
Fax: 022 26850451
Email: info@5pmail.com

8. How do I update my PAN details?


a. You need to submit the hard copy or soft copy (scan) of the same to Branch or Relationship
Manager, or else you can send the soft copy of the same to Customer Service on
info@5pmail.com. Self attested pan card copy is mandatory.

FUND TRANSFER/PAYOUT

1. How do I get funds from my IIL demat/trading account?


You need to place a funds payout request to get funds from your IIL account. The request can be placed
either online through the 5paisa.com website from ‘fund payout’ option (You have to login with your
common password) or by contacting Customer Service (by calling on 022 40071000) or by posting a
query on the TT “Helpdesk” option). Please note that you need to keep a minimum balance of Rs. 1000
while requesting for a fund payout. Please note that your Net banking Facility has to be activated for the
same.

2. What are the modes in which IIL accepts funds from customers?
Online/Net transfer
In order to transfer funds to India Infoline you need to:
* Go to www.5paisa.com
* Click on Funds Transfer
* Fill in all the required details mentioned therein

Please note that your Net banking Facility has to be activated for the same.
You have to use the common password to transfer funds from 5paisa.com site.
Cheque/ DD
You can submit cheque or DD at Branch or to your Relationship Manager. Your login id needs to be
mentioned on the reverse of the cheque/ DD. Please note that the bank details needs to be mapped in
our records. The cheque should be given of the same bank and holder which is mapped in our account.
Cheque should be drawn in the name of “India Infoline Ltd”. Please note that third-party cheques are not
accepted by IIL.

3. What is the rate of interest in case I do not pay-in funds?


Delay Payin Charges (DPC) is levied against the debit balance held in your account. The DPC rate is 24%
p.a. as per current policies.

MY DEMAT A/C

1. Where do I get my client master list?


You can post a request on Trader Terminal ‘Helpdesk’ option to place your request, can request for the
same to your Relationship Manager or can contact Customer Service through the modes mentioned
above.

2. How do I get a new Instruction Slip Booklet?


You need to fill up a ‘Requisition slip’ (which is the last page of the instruction book) and submit the same to
nearest branch or Head Office. The new booklet will be sent to you through courier on the address
mentioned on our site.

3. Are there any charges if I transfer shares from India Infoline demat account to some other demat
account?
Yes, this charge is levied at 0.05% of the value of transaction, subject to min Rs. 15/- or maximum Rs. 100 per
instruction.

4. Which charges are included in DP bill? From where do I get a statement?


All charges pertaining to your demat account is summed and shown as DP bill in your ledger. Click here
to get a schedule of charges. You can post your request on Trader Terminal “Helpdesk” option or can
request for DP bill statement by contacting Customer Service the modes mentioned on our site.

5. How do I get my DP statement?


You can view the same through the DP website for NSDL or CDSL where you can login with your demat
account number and common password or you can also check the same on Trader Terminal under ‘Report’
menu. For NSDL – http://dp.indiainfoline.com For CDSL - http://www.5paisa.com/cdsl/login.aspx

CORPORATE ACTION (dividend/ bonus/split/ rights issue)

1. How will I receive my dividend amount?


If you are eligible for a dividend and if shares are lying in your Demat account as on the record date then
dividend will be directly received by you from the registrar of company (in the bank account mentioned
under your ‘DP account details’) and if as on record date shares are lying in broker’s pool account then the
dividend amount will be credited by IIL in your general ledger as an when we receive the same from the
registrar of company.
Please note that if your ECS facility is activated, you will receive dividend directly into your bank account or else
cheque will be couriered to your address.

2. How will I get my bonus shares?


If you are eligible for bonus shares and if shares are lying in your Demat account as on record date then the
bonus shares will be directly credited to your demat account by the registrar of company and if as on record
date shares are lying in broker’s pool account then the bonus shares will be credited by IIL in your Trading
account.

TRADER TERMINAL

1. How do I view scrips which are newly listed?


For viewing a newly listed scrip in your Market watch, you need to download Scrip master from file menu
and then select that scrip from the add scrip window.

2. Whom should I contact if the rates on my terminal are not refreshing?


If the rates on your terminal are not refreshing, kindly exit and re-login to the terminal. If the problem
persists, please contact Technical Helpdesk Service on 022-40609020 or you could chat with our Technical
support by using the ‘Helpdesk’ tab on your Terminal.

3. What is PLM (Primary Login Machine)?


PLM is security features which allows you login to trading terminal to single PC. At the time of login, you will
see a radio button, which by default marks your Trader Terminal to be accessed from one particular PC.

If you do not want to restrict the usage to one PC,


You can either deselect radio button before logging into the Trader Terminal or once logged in to your PLM,
you can go to ‘Tools’ and click ‘Remove Binding’.
You can change your PLM by logging on your PLM and going to ‘Tools’ and clicking ‘Remove PLM registration’

4. Can I have more than one active Trader Terminals on the same PC?
Yes. It is possible to use more than one Trader Terminal on a PC, if as long as the login ids are not the same.

5. What do these error messages indicate?

Error Message Particulars


Sent to IIFL Message indicates that the order may or may not reach to server. Hence
advisable to refresh the order book to get the updated status
Rejected by RMS Indicates that order is rejected due to insufficient margins available
Order does not exist Indicates that the order has already been executed and you cannot
modify or cancel this order
Rate not within circuit Indicates that the rate at which order is placed in either too high or too low
limits in comparison to the rate currently prevailing in the market. Hence this
order gets rejected
Order value You need to contact Customer Service
exceeds…
Xmitted order Order has passed RMS and has been prepared to be sent to exchange. If the
order remains in the 'Xmitted' status for a long time, please refresh the
order book for update status. If the problem persists, please contact
Customer Service.

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