You are Unable to Log into MBEF

The following list of topics for the Mortgage Broker Electronic Filing (MBEF) system summarizes the most common questions. If you do not find the answer for your question, please consult the MBEF User Guide. You are Unable to Log into MBEF Supported Browsers Currently FICOM supports Mozilla Firefox and Internet Explorer. If you do not use one of the supported browsers, you will not be able to log into MBEF because the User Name and the Password controls will be locked. As of January 12, 2018, the MBEF System will require that everyone use the latest released version of Mozilla Firefox or Internet Explorer. Updating your browser is one of the simplest ways to improve your on-line security. This minimum browser version requirement will be updated every 3 months. MBEF will not support beta versions of these browsers. Please note: at this time MBEF does not support Microsoft Edge or Google Chrome. To view the Internet Explorer version you are using click the Help (menu) About Internet Explorer. To view the Firefox version you are using click the Help (menu) About Firefox. If you are using Microsoft Edge as your browser, there is an easy way to switch to Internet Explorer. The screen capture below shows the appearance of the MBEF login page when using a Windows 10 computer with the Edge browser. The User Name and Password controls are locked. Page 1 of 13

In order to fix this situation, please click the three ellipses at the end of the navigation bar (inside the red circle). Then click the Open with Internet Explorer link. Page 2 of 13

As shown here, your computer should open an Internet Explorer session and you should have no issues logging into MBEF. Page 3 of 13

Enabling JavaScript If JavaScript is not enabled, you will not see any data on the page. Instead you will see a message explaining why MBEF requires you to enable it. Follow the on-screen instructions to enable it and reload the current page. To enable JavaScript within Internet Explorer, click on the Tools menu and select Internet Options. Click the Security tab and select Internet (as the zone); click the Custom Level button. In the section titled "Scripting", click Enable for the "Active Scripting" option. Click OK to exit the Security Settings window. Click OK to exit the Internet Options window. Click the Refresh button or press the F5 key. To enable JavaScript within Firefox, as of version 57.0, these are the steps to ensure JavaScript is enabled. Click in the URL box and type about:config. You will see a message stating This might void your warranty. As shown above, click the I accept the risk! button. Page 4 of 13

Type the following text in the Search box javascript.enabled. Firefox should display this property and the value should be specified as true (see below). If the value is false, right-click the property and click the Toggle option to change it to true. Then close this Firefox tab by clicking the X above the word Firefox (as shown below) and reload the MBEF home page. You are a New DI with No Login Credentials When a new Designated Individual (DI) is set up in the Registrar s database, a message will be sent automatically to the DI s email address specifying a user name and temporary password. These are the credentials you must use to log into MBEF. For security purposes, MBEF will require you to change this password when you log into it for the first time. Please make sure you have received this email. If no email can be located, please contact the Registrar s office. Page 5 of 13

This is Your First Login / You Can t Log into the System If you are trying to log into MBEF for the first time or you are experiencing problems, please try the following steps before calling for assistance: Make sure your browser is supported (you are using the latest released version of Mozilla Firefox or Internet Explorer) and that your browser settings has JavaScript enabled (see the section above titled Enabling JavaScript). If you make changes to your browser settings, you must close and re-open your browser. Make sure you type your password exactly the same way each time. If you copy and paste the password from a system email, it may include extra spaces which will prevent successful logins. Passwords are also case-sensitive so ensure you do not have the Caps Lock key on when typing the password. If you still experience difficulties, please contact the Registrar s office for further assistance. Your MBEF Account is Locked If you attempt to use a password unsuccessfully more than 5 times, your account may be locked for security reasons. In this case the log in page will display a message explaining that your account is locked. If this happens, please do the following: Wait 30 minutes and try your password again. The system will automatically unlock your account after 30 minutes. If you need immediate access, you may contact the Registrar s office to request that your account be unlocked. Verify your password again and consider using the Forgot Password option, as you may be using a password that is not current. You have Forgotten Your Password If you forget the password you create, you can use the Forgot Password option on the login page (below the Password box). You will need to enter your User Name and then your password reset question and answer such as What city were your born in. After answering this question, click the Submit button. Then a new password will be emailed to the address of the Designated Individual for the Mortgage Broker. You may also contact the Registrar s office to request a password reset. In this case, a new temporary password will be emailed to the address of the Designated Individual for the Mortgage Broker. Page 6 of 13

You need to add Supporting Documents when Submitting an Application Within MBEF we have implemented a feature where you will need to add Supporting Document files to an application when the application is submitted and Supporting Documents are required. This new feature will help us process your application faster and it will help keep your documents secure. You will need to add all required Supporting Documents at one time when submitting the application or MBEF will not allow you to proceed with the submission. Required documents can vary depending on the type of transaction you are submitting. Although you may be very familiar with those required commonly (CRC, Photo ID, Form 16) new ones can emerge based on information provided in an application. MBEF will confirm the list of required documents needed when you have filled in all the data for a transaction. A note on Information Security: Please note that the information you collect about individuals includes sensitive personal information and is to be protected under the Freedom of Information and Protection of Privacy Act (FOIPPA). We encourage you to make every effort to safeguard the personal information in your care. For example, please consider deleting a file containing the Driver s License information after the application registration process is complete. These are the steps required to submit an application with Supporting Documents: 1. Complete data entry for the application, ex. Sub-Mortgage Broker Renewal. 2. View the required Supporting Documents on the Certification page. 3. Using the Browse button in the Upload Supporting Documentation section, add all the required files. 4. Using the Upload All button, upload all the files to MBEF so the files will be included in the application. 5. Click the Add to Batch button on the Certification page to create a Batch Transaction. 6. Click the Submit Batch button and proceed with the usual steps of paying/submitting the transaction. 7. Verify the Documents submitted by viewing the new Documents tab. Please see the file Supporting Documents Quick Start Guide for more details about each of these steps (please see the link on the MBEF Home Page). Page 7 of 13

Choosing the Correct Action When Submitting a Sub-Mortgage Broker Application Here are the possible Actions you may perform when submitting a Sub-Mortgage Broker application. The first 3 Actions rarely cause confusion. You would choose Update when you need to inform the Registrar about a change to the person s name or other contact details. You choose Renew when the person s registration is due for renewal, which occurs when the current days is within 60 days of the registration Expiry Date. You choose Terminate when the person is terminated or leaves the company. The biggest confusion arises when you are deciding between Transfer In or Add. Transfer In Use Transfer In when one of the following statements is correct: Transfer in someone who is working for another company, or even between branches of an affiliated company Transfer in someone who has been terminated for less than 30 days. If a transfer applicant s registration is within 60 days of their Expiry Date, the system will renew it as part of the transfer. When performing a Transfer-In, there are times when it will not work and you will see the following message. This is caused by another Mortgage Broker submitting an application for this Sub- Mortgage Broker at the same time. If you need more information about the reason for this message, please contact the Registrar at MortgageBrokers@ficombc.ca. Page 8 of 13

Add Use the Add button when doing any of the following: You are adding a new, previously unregistered sub-mortgage broker. On the Prior Licensing / Registration tab, please specify No to the question which asks whether this person has been licensed under the Mortgage Broker Act in B.C. You are adding someone who is more than 30 days past their expiry date. On the Prior Licensing / Registration tab, please specify Yes to the question which asks whether this person has been licensed under the Mortgage Broker Act in B.C. Then add their Registration # in the Prior B.C. Registration # box. You are adding someone who has been terminated elsewhere for more than 30 days but still has time left on their registration period. This application is known as a re-instatement. On the Prior Licensing / Registration tab, please specify Yes to the question which asks whether this person has been licensed under the Mortgage Broker Act in B.C. Then add their Registration # in the Prior B.C. Registration # box. Since this person s registration is not expired, you will be able to submit this type of application at a reduced cost. Managing Registrant Information for Branch Offices It is important to remember that each branch office will have its own Control Centre in MBEF. The sub-mortgage brokers registered to the branch you select will be listed. If you wish to add or transfer a sub-mortgage broker to a specific branch, you must load that branch office s Control Centre first. Please ensure the correct Control Centre is loaded before performing any sub-mortgage broker transactions. As of May 2016, you are able to add a new branch office within MBEF. Within the Mortgage Broker menu, there should be an option titled Add Branch Office. Click this button and complete the information on the Mortgage Broker form. Once you have finished the data entry, click the Validate button and Submit the application. Please consult the MBEF User Guide with section titled Adding a New Branch Office for complete information on this process. Page 9 of 13

Registration Data Displayed in MBEF Looks Wrong Sub-Mortgage Brokers are missing from the Control Centre Please remember each head office and branch office registration will have its own Control Centre to load and will list all the sub-mortgage brokers registered specifically to it. If you are looking for a particular registration and don t see the person you expect to see, please verify you have the right branch or head office location loaded in the Control Centre. Any sub-mortgage broker who is more than 30 days past their expiry date will not be displayed in the list of registered sub-mortgage brokers. These individuals can be reregistered in MBEF as new sub-mortgage brokers, but you must specify their BC registration number on the Prior Licensing tab during this re-registration process. Branch Transactions Seem to be Missing Please remember that any transactions you perform at the branch office level need to be submitted from the head office s Control Centre. Any Unsubmitted Transactions created for branches will not be listed on the branch office s Control Centre. Please refer back to the head office Control Centre to submit all transaction batches you create. In the Mortgage Broker menu, click the Head Office button to view the Head Office Control Centre. Submitted Transaction is still showing a Status of Pending Allow 10 business days for application processing. The office of the registrar does not accept telephone calls for applications in progress. You will be notified if your application has any deficiencies to resolve. If the application is still showing a status of Pending after more than 10 business days, and you have NOT been contacted for missing fees or supporting documents, please email the Registrar s office. Page 10 of 13

Incorrect Data If you should discover any inaccurate registration data displayed in MBEF (wrong expiry dates, missing registrations, duplicate registrations), you must contact the Registrar s office to review the issue. Need to Recall Data Submitted If you become aware you have submitted an inaccurate application (e.g. sub-mortgage broker registered to the wrong branch), it is your responsibility to contact the Registrar s office immediately and identify the transaction record. If it has not already been imported into the Registry, your application may be reset and will then display in MBEF with a status of Editing. You may then make any necessary changes before resubmitting the transaction. If the case involves a new or transferred sub-mortgage broker or a new director who will not be working for the mortgage broker, use the red Delete button on the respective Sub-Mortgage Broker or Director form. Do not leave an obsolete or inaccurate transaction in an unsubmitted batch. Use the Remove Transaction menu option to reset the transaction to Editing status; then use the Delete option where applicable. Payment Questions Fee Calculation Fees are calculated according to the fee structure outlined in the Regulations for the Mortgage Broker Act. The only time fees are bundled is in the case of name or address changes, or transfers that are done at the time of renewals. All fees must be paid before registration applications can be processed. Please remember that fees are calculated by the system the day a transaction is added to a batch. The expectation is that the transaction batch will be submitted the same day. If a transaction ends up being submitted to the Registrar past an applicant s expiry date, late fees will be calculated manually by the Registrar and must be paid before the application will be processed. Page 11 of 13

How to Pay MBEF includes three payment options: 1) The Electronic Payment option uses BC Express Pay, the province s electronic payment system. You may pay the application fee with Visa, Visa Debit, MasterCard, Debit MasterCard or AMEX. 2) The Cheque option allows you to pay by cheque (space is provided for a cheque number but this information is not required). 3) The Other option allows you to pay by: Credit Card Payment Form available on our website Cash payment dropped off in person Please remember to only pay once. If you use the BC Express Pay option successfully, ensure the applicant does not also send in payment. BC Express Pay system is not working If you are unable to process electronic payments using BC Express Pay because of service disruptions, please submit your transactions using the Cheque or Other payment option to avoid any delays. Once your transaction has been submitted to FICOM, you may send us a cheque, use the Credit Card payment form available on our website, or call in your electronic payment information for payment. Page 12 of 13

Important Computer Settings Clearing Browser Cache The cache temporarily stores images, scripts, and other parts of websites you visit in order to speed up your browsing experience. However the cache uses up space on your hard drive and it can eventually slow your computer down. The browser cache may also prevent you from seeing the newest information on a web site. Updates to MBEF are made periodically. Please check the login page for information about recent updates. When updates have been made, it is important you clear the browser cache before logging into the system. For Internet Explorer users we recommend clearing the browser Cache in one of the following ways: If you never want Internet Explorer to store webpages in the cache, click the Tools Internet Options menu. On the General Tab, in the Browsing History section, click the Settings button. Within Temporary Internet Files, in the section Check for newer versions of stored pages, click the button "Every time I visit the webpage". If you want to store cached web pages, but you need to clear the cache one time, click the Tools Internet Options menu. On the General Tab, in the Browsing History section, click the Delete button. Within the Delete Browsing History popup window, make sure the Temporary Internet Files is selected. Then click the Delete button. Note, depending on your situation, you might want to deselect other options in this window before clicking Delete. For Firefox users we recommend clearing the browser Cache: Within Firefox version 57.0, click Tools Options and then click the Privacy & Security link. Scroll down to the Cached Web Content section. Click on the button Clear Now to clear all your browser cache. Then Firefox should show the text Your web content cache is currently using 0 bytes of disk space. Screen Resolution The MBEF website is best viewed with a minimum screen resolution is 1024 x 768 (pixels). To view or change your screen resolution in Windows 7, right click the desktop and then click the Screen Resolution option. To view or change your screen resolution in Windows 10, right click the desktop and then click the Display Settings option. MBEF has been designed to maximize the readability at this resolution. Page 13 of 13