How to upload documents into Schwab Service Request

This SOP explains how to submit supporting documents or wet-signed Schwab forms through a Service Request.

1. Open the Service Request tool 0:21

After logging in, locate Get Help on the right-hand side near the search engine.
Click Service Request to begin the submission process.
Use this path whenever you need to upload wet-signed documents or supporting paperwork for Schwab.

2. Select the correct request category 0:31

Answer the initial service request questions carefully.
Choose the appropriate Topic for the request.
- Example used in the video: Account Maintenance.
If you are unsure which topic applies, contact your internal team or Schwab for guidance.

3. Choose the correct subtopic and master 0:47

Select the matching Subtopic for the request.
- Example used in the video: Just Change.
Select the correct Master if multiple masters are available.
If only one master appears, choose that one.
Make sure the request is routed under the correct business or account structure.

4. Link the request to the correct account or prior case 1:17

If the document relates to an account that is already open, enter the account number.
If the request is tied to a prior alert or existing case, enter the request ID so the new documents merge with the original request.
This helps Schwab connect the supporting documents to the correct record.

5. Add an optional request name and description 1:25

The Request Name field is optional.
- You may enter your name or leave it blank.
Use the Request Description field to add brief context.
- Best practice is to include a short explanation of what the documents are for.
- This helps Schwab route the request to the right team if multiple items are included.

6. Attach the supporting documents 2:22

Upload the wet-signed forms or supporting documents in the Files section.
Follow Schwab’s attachment limits:
- Maximum total attachment size: 30 MB
- Maximum number of files: 10
If the files exceed 30 MB, create a separate service request and split the attachments accordingly.

7. Enable email and status notifications 2:57

Check the box to receive an email copy of the service request.
Also check notification boxes for:
- Action Needed
- Resolved
These notifications ensure you are alerted if Schwab needs additional information or when the request is completed.

8. Submit the request and save the request ID 3:14

Click Send to submit the service request.
Save the request ID provided after submission.
Use the request ID to track the request and match any future notifications or follow-up items.

9. Review request history if needed 3:32

If you do not receive an email or need to confirm submission, open the Service Request History tab on the left-hand side.
Requests are listed by date and time, making it easier to locate the correct submission.
Use this area to verify status or review past requests.

Do not exceed Schwab’s attachment limits:
- 30 MB total file size
- 10 files maximum
If the request is tied to an existing alert or case, always include the request ID to avoid creating a disconnected submission.
Choose the correct topic, subtopic, and master to prevent delays in processing.
If you are unsure which category to select, contact your team or Schwab before submitting.
If attachments are too large, split them into a separate service request rather than forcing all files into one submission.

Prepare all documents before starting the service request so you can upload them in one pass.
Keep a short standard description template ready for common submissions.
Save the request ID immediately after submission for easy follow-up.
Use the notification checkboxes every time so you do not miss action-needed updates.
If you frequently submit similar requests, keep a reference list of the most common topic/subtopic combinations.