Warning: Vanguard.com will not work properly with JavaScript disabled!
Vanguard - FAQs - Linked Online Accounts

Help Center  »  Technical information  »  Linked Online Accounts FAQs

 

Technical FAQs—Linked Online Accounts

Aggregation specifics

Who's eligible for the service?

What is CashEdge?

What computer systems work best with CashEdge?

What about privacy and security?

Does CashEdge now have access to all my passwords?

How does CashEdge protect my privacy?

Do I have to store my passwords with CashEdge?

What happens to my passwords, user IDs, and other logon information?

What can I aggregate?

What institutions are available through Linked Online Accounts?

I have two accounts with different logon credentials at one of my financial institutions. What can I do?

How do I delete accounts?

Can I specify the time of day that my accounts will be refreshed?

What if I no longer want to use account aggregation?

What do I select for “Instrument”?

What can I do about aggregation issues?

How can I see the ticker symbols for my securities?

I tried to refresh my accounts and it didn't work. Why?

What if I accidentally remove an account?

My accounts haven't refreshed in more than 24 hours. Why?

I'm having trouble adding my new account or institution. What should I do?

My institution is not available through Linked Online Accounts. What are my options?

Who can I call to get assistance?

Aggregation specifics

Who's eligible for the service?

Account aggregation through vanguard.com, also known as Linked Online Accounts service, is closed to new enrollments. However, shareholders who are currently enrolled in the service may continue to use it without interruption until otherwise notified by Vanguard. Certain employer retirement plans that have previously opted to make this service available to their participants may continue to offer it until otherwise notified by Vanguard.

Return to top

What is CashEdge?

CashEdge, now a part of Fiserv, Inc., is the company that Vanguard has partnered with to provide this aggregation service. Vanguard doesn't charge a fee for use of this service to eligible individual investors. CashEdge provides the servers that store all of the account information. CashEdge won't share any of this information with any other party unless you provide your express consent.

Return to top

What computer systems work best with CashEdge?

The service is designed to work with Microsoft Windows XP, VISTA, and 7 using Internet Explorer 7x or higher, Firefox 17.x  or higher, and Google Chrome 23.x or higher. While the service isn't specifically designed to work with alternate web browsers such as Safari, or browsers on Macintosh computers, many users of these browsers have been able to successfully utilize the service.

Return to top

What about privacy and security?

Does CashEdge now have access to all my passwords?

Yes, but a unique feature of the aggregation service is that your user credentials (user names, passwords, etc.) are always stored in a secure encrypted format. CashEdge only uses this information to refresh your account information (as authorized by you). CashEdge's security system and measures have been thoroughly evaluated by Vanguard and external security organizations. CashEdge also follows all current industry security standards.

Return to top

How does CashEdge protect my privacy?

Protecting your privacy and safeguarding your personal information are of utmost importance. CashEdge has developed a series of policies and practices that govern the protection and use of your information. CashEdge uses state-of-the-art technologies and maintains current security standards and physical, electronic, and procedural safeguards to protect your personal and financial information against unauthorized access or disclosure and inappropriate alteration or misuse. The information in the CashEdge system is stored and transmitted using well-tested standard encryption. CashEdge employees are also guided by a set of privacy principles and are required as a condition of employment to respect and maintain the security of your information. The core tenet of CashEdge's policies and practices is that you control how your information is used.

Return to top

Do I have to store my passwords with CashEdge?

No. However, if you choose not to store your credentials, your account information will not update automatically and you'll be prompted to enter your user name and password every time you refresh your account information.

Return to top

What happens to my passwords, user IDs, and other logon information?

If you choose to store them in the CashEdge system, your user credentials are stored in a secure format. When you access your account information at any of the financial institutions you've added, it's protected with SSL technology. Below are descriptions of the three “refresh modes” you can choose to refresh your balances and account information. The Automatic and On Demand modes require you to store your logon credentials with CashEdge:

  1. Automatic—Your account logon information is stored in an encrypted format. Your account information is automatically refreshed daily, even if you don't log on.
  2. On Demand—Your account logon information is stored in an encrypted format. Your account information will only be updated when you refresh it.
  3. Manual—Your user credentials are not stored. You enter this information each time you refresh your account information.

In all cases, when your assets are refreshed the balances and holdings will be displayed under Balances & holdings. You can then use them with our advice and analysis tools.

Return to top

What can I aggregate?

What institutions are available through Linked Online Accounts?

The service currently includes thousands of investment, brokerage, and banking institutions and is continually adding new ones. There is no limit to the number of accounts you can add. Each financial institution is evaluated by CashEdge for demand, feasibility, and other factors before being offered through the service. If you don't see a specific institution, check periodically to see if it's been added or use the Outside Investments—Accounts that you've added feature on the Balances & holdings page.

Return to top

I have two accounts with different logon credentials at one of my institutions. What can I do?

Add the second account by clicking Add Account and treating it as a brand-new institution.

Return to top

How do I delete accounts?

On the Account Profile page, click Delete account next to the account name you wish to remove.

Return to top

Can I specify the time of day that my accounts will be refreshed?

All accounts are updated between 11 p.m. and 6 a.m., Eastern time. You can manually refresh your accounts any time by clicking Refresh All on the Balances & holdings page.

Return to top

What if I no longer want to use account aggregation?

You can unsubscribe from account aggregation at any time. On our Account Profile page, click Unsubscribe From Service. Keep in mind that all of your account information in the CashEdge system will be deleted.

Return to top

What do I select for "Instrument"?

Instrument is the type of security (e.g., 401(k), UGMA, 529, etc.) in your account. If you don't know what to select for “instrument,” you may choose NA. However, if you select NA, CashEdge may not be able to gather all your account details. If you've selected NA and you don't see investment positions or transaction details, contact the financial institution holding the account and ask for help identifying the security type.

Return to top

What can I do about aggregation issues?

How can I see the ticker symbols for my securities?

Click Edit account under the institution's name. You should see a screen that allows you to enter the symbols or perform a search.

Return to top

I tried to refresh my accounts and it didn't work. Why?

If the account balance refresh fails, you'll see the date in red text and one of three error messages:

  1. The user ID and/or password is incorrect or out of date. Please verify that the information for that institution is correct in the Account Profile section. You should also verify your user credentials at the financial institution by logging on to that site. If the credentials have been changed at the institution, they must also be changed in CashEdge, through the Account Profile tab. (Changes at the institution don't automatically carry over to CashEdge).
  2. The financial institution's site didn't respond or is taking too long to reply. Please try to refresh again later. If after 48 hours you still see this error message, contact us.
  3. We are experiencing technical difficulties. Please try again later. If after 48 hours you still see this error message, contact us.

Return to top

What if I accidentally remove an account?

If you accidentally remove one of your accounts, all of the information relevant to that account will be deleted. However, you can add that account again by simply using the Add Accounts feature.

Return to top

My accounts haven’t refreshed in more than 24 hours. Why?

If your accounts aren't updating, see the following tips:

  1. Have you logged onto the financial institution's website? In our experience, many issues can be resolved by taking this simple step. You'll quickly see if your logon credentials are invalid or if an interim webpage requires you to take action.
  2. Have you verified the logon credentials you stored in the Linked Online Accounts service? If you changed your credentials on the financial institution's website at any time, you must change them in CashEdge or the service won't function.
  3. Have you checked the account's profile? Make sure your account is classified correctly by clicking Edit account below the institution's name.
  4. Have you tried clicking the Refresh link from the Balances & holdings page? Our service may have encountered an issue during the night, when updates are completed. Trying to refresh the accounts manually or waiting for the next overnight update could resolve the issue.
  5. Has the update failed for more than one day? Our service may have encountered an issue during the night, when updates are completed. Trying to refresh the accounts manually or waiting for the next overnight update could resolve the issue.

Return to top

I'm having trouble adding my new account or institution. What should I do?

See the following scenarios for help:

  1. I tried to add the account and the process didn't complete. Go back and check that you've clicked Finish Adding Accounts on the Linked Online Accounts Summary page. Because you need to enter information, accounts won't finish adding on their own. You must click this link to finish adding the account.
  2. I'm getting a message that my credentials aren't valid or that no accounts can be found. Make sure you're using the right credentials for your financial institution. Many institutions have multiple logon pages. For example, a bank may have different logon pages for its personal, small business, and brokerage clients. If you try to enter your logon credentials for a brokerage account on the banking account logon page, the logon may fail (even though you hold both accounts at that institution). In this case, you'll need to find the correct link in our service. You'll see a link allowing you to log on to most institutions in Linked Online Accounts. If you can't log on through that link, you may have the wrong credentials or you may be logging on to the wrong institution.
  3. I was able to add the institutions and accounts, but the balances or holdings look wrong. Linked Online Accounts is dependent on your classifying your accounts accurately when you add them. Indicating that a checking account is a brokerage account could affect how the account information is displayed. Go to Account Profile in Linked Online Accounts to check this information.

Return to top

My institution isn't available through Linked Online Accounts. What are my options?

We recommend manually adding any accounts not appearing in Linked Online Accounts. You can add these accounts to the Outside Investments—Accounts that you've added section beneath the Linked Online Accounts section.

Return to top

Who can I call to get assistance?

For general questions about our CashEdge service, or for assistance with a specific issue, call Vanguard at 800-860-8394.

Return to top

Need technical assistance?

Contact Web Technical Support Services at 888-353-0547, Monday through Friday, 8 a.m. to 7 p.m., Eastern time.

E-mail this page

Send a link Send a link

© 1995–2014  The Vanguard Group, Inc. All rights reserved. Vanguard Marketing Corporation, distributor. Your use of this site signifies that you accept our terms & conditions of use.
Security  |  Prospectuses  |  Careers  |  Mobile  |  Feedback