Computershare Customer Care: How to Get Help Quickly and Get Things Done
Contents
Computershare is a global share registry and transfer agent founded in 1978 in Melbourne, Australia. It supports listed and private issuers with shareholder recordkeeping, dividend/distribution payments, corporate actions, employee equity plans, and proxy/meeting services. If you hold shares in “book-entry/DRS,” participate in a dividend reinvestment plan (DRIP), or receive paper dividend checks from a company that uses Computershare, you’re a Computershare “holder.”
Customer care assists with account access and security, changes of address or banking, dividend queries and replacement checks, DRP enrollments or withdrawals, sale or transfer of shares, and documentation for estates or name changes. They also help with setting up online access through Investor Center, resolving login issues, and explaining issuer-specific requirements. Pricing and some policies are set by each issuer and jurisdiction, so fees and forms can differ between companies even when Computershare is the agent for both.
Customer care does not provide investment advice, tax advice, or issuer policy decisions. They execute processes per the issuer’s instructions and the applicable market’s regulations. For time-sensitive actions (e.g., tender offers, corporate actions with deadlines), start early and have your documents ready—processing can require identity verification and signatures that take time to obtain.
The quickest path for most individual shareholders is Investor Center, Computershare’s secure portal at www.computershare.com/investor. It supports self-service for many tasks: viewing balances and tax forms, changing addresses and direct deposit details, downloading DRS/statement copies, DRP enrollment/termination, and placing share sales where permitted. If your account is issuer-restricted or you’re acting for an estate, you may still need to mail forms.
Phone support exists in each market; you’ll get the most accurate line by using the “Contact us” link for your country at www.computershare.com and selecting the relevant issuer. Many companies have a dedicated number printed on your statement or dividend advice. When calling, have your holder/account number, registered address, and any reference numbers ready to pass security.
- Australia: 1300 850 505 (within Australia) or +61 3 9415 4000 (outside AU). Site: www.computershare.com/au
- United Kingdom: +44 (0)370 702 0000 (general shareholder enquiries). Site: www.computershare.com/uk
- Canada: 1-800-564-6253 (toll-free North America) or +1 514 982 7555 (outside NA). Site: www.computershare.com/ca
- United States: Use the “Contact us” path at www.computershare.com/us or the issuer-specific number printed on your statement/dividend advice. Online access: www.computershare.com/investor
Service hours vary by region and issuer but generally follow local business days. For fastest service, call early in the local morning, avoid market close, and use the callback option if offered. Keep any case number the agent gives you—it speeds up follow-ups and escalation.
Accessing Your Account via Investor Center
Register at www.computershare.com/investor. You’ll need your holder/account number (varies by market; examples include SRN/HIN in Australia, Holder Account Number or DRS number in the US, and an account number in Canada/UK). You may also be asked for your registered address or postcode, date of birth or tax identification information (jurisdiction-dependent), and an email address for verification codes.
Two-factor authentication is standard. Expect to confirm your email or mobile number and use single-use codes for sensitive changes (banking, sales, transfers). If your online profile shows multiple issuers or countries, verify each profile’s details match your paper statements to avoid failed matches. If registration fails, it’s often due to an address mismatch—align your address exactly as printed on your most recent statement, including punctuation.
Locked account or lost access? Use the “Forgot Password/Username” links and follow the verification prompts. If you no longer have access to the registered email/phone, call customer care to re-verify and update your contact details. For joint holders or entity/estate accounts, online access may be limited or require additional authorization forms.
Documents You’ll Likely Be Asked For
Customer care can advise exactly what’s required for your situation, but preparing key documents in advance reduces back-and-forth. Requirements differ by market and by the issuer’s rules. Photocopies may need to be certified/notarized, and in the US many transactions require a Medallion Signature Guarantee (MSG).
In the US, Computershare cannot accept a simple notarization in place of an MSG for most transfer requests. Medallions are typically available at US banks and credit unions that participate in STAMP, SEMP, or MSP programs; ask your institution about limits per transaction value and bring government ID and the prefilled stock power form. For cross-border transfers, outbound tax certifications (e.g., W-8BEN for non-US persons) may also be required.
- Government-issued photo ID matching the registered name
- Tax forms: W-9 (US persons) or W-8BEN/W-8BEN-E (non-US), or Canadian NR forms as applicable
- Medallion Signature Guarantee (US transfers), or certified/guaranteed signatures per local rules
- Original or certified death certificate and probate documents for estates (e.g., Letters Testamentary/Administration)
- Marriage certificate, court order, or deed poll for legal name changes
- Stock power/transfer form provided by Computershare and issuer-specific forms where required
- Proof of address/banking (void cheque or bank letter) for direct deposit setup in some markets
Always use the most current forms from your country’s Computershare site or the issuer’s dedicated page. Forms and signatures often expire after a set period (for example, 60–90 days), so date-sensitive paperwork should be submitted promptly and sent via trackable mail for high-value transactions.
Turnaround Times, Payments, and Delivery Options
Online changes like address updates can take effect immediately in Investor Center, though some issuers batch updates overnight. Bank account changes for dividends may need to be in place days before a payment date to affect the upcoming distribution. If you miss a cutoff, the change typically applies to the next payment cycle.
Mailed transfer requests generally take several business days from receipt, assuming documentation is complete. Complex estates, international transfers, or missing signatures can extend processing. Replacement dividend checks usually require a stop-payment process; allow additional mailing time or request direct deposit to reduce delays. Some markets have largely discontinued printing paper certificates—book-entry/DRS statements are the norm and are faster to replace if misplaced.
Share sales initiated through Computershare (where permitted) are executed under plan terms; pricing is based on market execution windows set in the plan brochure, not real-time retail brokerage controls. Fees and minimums vary by issuer and market; review the fee schedule in Investor Center or the plan materials before placing an order.
Mailing Addresses and Where to Send Forms
Always use the address printed on your issuer’s form or statement; issuers often use dedicated PO Boxes and lockboxes that speed processing. For courier/overnight deliveries, many markets provide a street address. If in doubt, confirm with customer care before sending high-value documents.
Commonly used regional addresses include:
– Australia: Computershare Investor Services Pty Limited, Yarra Falls, 452 Johnston Street, Abbotsford VIC 3067.
– United Kingdom: Computershare Investor Services PLC, The Pavilions, Bridgwater Road, Bristol BS13 8AE.
– Canada: Computershare Investor Services Inc., 100 University Avenue, 11th Floor, Toronto, ON M5J 2Y1.
– United States: Computershare Trust Company, N.A., 150 Royall Street, Canton, MA 02021 (confirm the exact PO Box or overnight address on your form for your issuer).
Retain mailing receipts and tracking numbers. For time-critical corporate actions, choose a service that provides delivery confirmation. If you scan and upload documents in Investor Center where allowed, keep the originals until the transaction is confirmed in case physical copies are requested.
Security and Fraud Prevention
Computershare will not ask for your full password or one-time codes by email or unsolicited phone call. Access Investor Center only via www.computershare.com/investor or your country’s official site, and check the browser’s padlock/HTTPS and the site certificate. Be cautious with links in emails; when in doubt, type the URL manually or use a saved bookmark.
Enable two-factor authentication, keep your email account secured with its own two-factor, and review your account profile periodically for unfamiliar addresses, bank details, or contact info. If you suspect account compromise or receive a suspicious message claiming to be from Computershare, contact customer care using a verified number from the website and ask them to place a temporary hold while you re-verify your details.
For estate or transfer transactions, do not post sensitive IDs publicly or send documents through unsecured channels. Use tracked mail for originals, and consider redacting unneeded ID numbers when sending copies if permitted by the form instructions. Retain copies of every page you submit and note the date/time and agent name when you call for status.
Transferring shares from Computershare involves initiating a transfer request to move shares from one account to another, be it with a different broker or within the same account. Once the transfer request is initiated, the next step is to complete the necessary share transfer forms provided by Computershare.
You can reach a representative at 1-800-564-6253. Alternatively, you may email [email protected] (be advised that internet email is not a secure method of communication).
Direct Shareholders should contact Computershare Trust Company, N.A. (Computershare U.S.) as follows: Address: Computershare Trust Company, N.A. U.S.A. * Lines are open 8:30 a.m. to 5:30 p.m. (U.S. ET time), Monday to Friday (excluding public holidays in the U.S.).
Computershare’s Customer Service Representatives are available Monday through Friday from 8 AM until 8 PM Eastern Time. Computershare’s Automated Voice Response System is available 24 hours a day, seven days a week.
