User Submits Request: A person, usually an Advisor or BD, fills out the backup request form and sends it to Docupace at databackuprequests@docupace.com. Click the form below to download a copy to fill out.

Docupace Reviews Request: Docupace reviews the request and determines the next step.

Docupace Requests BD Approval (Conditional): If the requested data belongs to a Broker-dealer, then Docupace requests approval from the BD. Once the BD provides their approval and confirmation, then the request continues to the next step in the process.

Agreement: Docupace sends the requestor an agreement containing all the information about the project. Once the requestor signs the agreement and pays for the service(s), then the request continues to the next step.

Docupace Processes the Request: Docupace follows an internal process for exporting and preparing the data. Once the Backup Team has finished, the data is ready for download.

Docupace Provides Access: Docupace emails the requestor a secure link to download the data. The email also contains instructions for how to do so.

Requestor Downloads Data: The requestor follows the instructions in the email to access the data. They can then download the data to a local device. If they experience any difficulty, the requestor can contact Docupace for assistance or reply to the instruction email.

Docupace Closes Request: Docupace closes the request after thirty days if the requestor has not reached out by then.

Fill out the fillable PDF request form.

You can request backups for multiple advisors at one time. One user will gain access to the SFTP site and will have to download and distribute the data, which will be organized by Rep Code. Alternatively, you can place an individual request for each advisor, but this will be handled via separate projects, and agreements, and will incur separate costs.

You need to download the files before you can open them. The application that will open the file depends on the types of records in your system.

You have 30 days after the delivery date to download your data.

The cost can vary based on the number of advisor records you request. For up-to-date pricing, please contact [backup email] databackuprequests@docupace.com.

Only the person listed on the Backup Request agreement is authorized to access your files on the SFTP site. Once you download the files, you may distribute/grant access as needed.

Once you have signed the Professional Service for Backup Agreement, it will take approximately 2-4 weeks to receive access to the SFTP site.

Your data is stored as files in folders and subfolders. The names of these folders and files vary based on your site’s naming conventions. However here is an example of the structure.

You will receive a link to access an SFTP site to download the files. You will need to download them before you can review them.

Once you download the files, you can store your data on another device. If you want to import your data into another system, you may contact Docupace to set up an alternative transfer method.

Docupace will provide you with temporary access to a Secure FTP site. You can then download/export the data to a local device or another cloud-based storage system.

No. We simply recommend FileZilla as a free method of connecting to the SFTP site. You may use any other FTP client application to download the files.

The easiest way to install FileZilla is to download the .exe version for your type of computer. For more information, you can visit the Choosing the Right Download section of the FileZilla Client installation guide.

Most browsers have an area where you can access all your downloads:

• Chrome

• Safari

• Firefox

• Edge

For Installation help, please review the FileZilla installation guide for Windows, Mac, or Linux.

You may need to adjust your firewall settings. You may also need to try a different browser. If you still can’t open the app after checking these settings, you may need to contact your internal IT department.

It is optional.

Here are some troubleshooting tips:

• Error while copying and pasting: Make sure to copy the entire password without any additional spaces. You can paste it in your search bar or Notepad to double-check.

• Wrong Port: Make sure to enter the port number. The link to SFTP server will not work without it.

• Case Sensitivity: The password is case sensitive, so you may want to type it in another window and copy and paste it from there, so you can see what you are writing.

The more data that you request, the longer it will take to download. Your download speed is also affected by your internet speed. You can run a test to view your current upload and download speed.