MB E-Filing System – Frequently Asked Questions
The following list of topics for the MB E-Filing System (MBEF) has been created for your convenience. If you do not find what you are looking for here, please consult the full version of the MB E-Filing User Guide.
Access Issues You are a New DI with No Login Credentials When a new Designated Individual 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. Please make sure you have received this email. If no email can be located, please contact the Registrar’s office. Can’t Log into the System / First Time Login If you are trying to log into MB E-Filing for the first time,or you are experiencing problems, please try the following steps before calling for assistance: •
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Make sure your browser is supported (see above) and that your browser settings allow cookies (see the section below titled Allowing Cookies). If you make changes to your browser settings, you must close and re-open your browser. You must also enable JavaScript (see the section below titled Enabling JavaScript). Make sure you type your password – copying and pasting from a system email may include extra spaces which will prevent successful logins.
If you still experience difficulties, please contact the Registrar’s office for further assistance. MB E-Filing 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.
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MB E-Filing System – Frequently Asked Questions Forgotten Passwords If you forget the password you create, you can use the “Forgot Password” option on the login page. A new password will be emailed to the address we have on file for the Designated Individual for the Mortgage Broker. You may also contact the Registrar’s office to request a password reset.
Choosing the Right Menu for Sub-Mortgage Broker Applications Add New Please use the Add New option when doing any of the following: • • •
adding a brand new, previously unregistered sub-broker adding an individual who is more than 30 days past their expiry date adding an individual who has been terminated elsewhere for more than 30 days but still has time left on their registration period (re-instatement)
The system provides a field to specify the individual’s BC registration number under the Prior Licensing Tab to link back to an existing sub-broker record. Transfer Use the Transfer option when doing any of the following: • •
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 is within 60 days of their expiry date, the system will include a renewal as part of the transfer.
Managing Registrant Information for Branch Offices It is important to remember that each branch office will have its own control centre in MB E-Filing. The sub-mortgage brokers registered to the branch your 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.
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MB E-Filing System – Frequently Asked Questions
As of May 2016, you are able to add a new branch office within MB E-Filing. Please consult the MBEF User Guide with section titled “Adding a New Branch Office” for complete information on this process.
Registration Data Displayed in MB E-Filing Looks Wrong Missing Sub-Mortgage Brokers? 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 MB E-Filing as ‘new’ sub-mortgage brokers, but be sure to specify their BC registration number on the Prior Licensing tab. 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. Incorrect Data If you should discover any inaccurate registration data displayed in MB E-Filing (wrong expiry dates, missing registrations), you must contact the Registrar’s office to review the issue. Page 3 of 12
MB E-Filing System – Frequently Asked Questions
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MB E-Filing System – Frequently Asked Questions
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 MB E-Filing 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. How to Pay MBEF includes three payment options: 1) The ‘Credit Card’ option uses BC Express Pay, the province’s electronic credit card payment system. 2) The ‘Cheque’ option allow you to bypass BC Express Pay and pay by cheque (space is provided for a cheque number but this information is not required). 3) The ‘Other’ option allows you to bypass BC Express Pay and pay by Page 5 of 12
MB E-Filing System – Frequently Asked Questions •
Credit Card Payment Form available on our website,
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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 credit card 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 credit card information for payment.
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MB E-Filing System – Frequently Asked Questions
Internet Browsers Clearing Browser Cache Updates to MB E-Filing 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 you might want to deselect other options in this window before clicking Delete.
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For Firefox users we recommend clearing the browser Cache in one of the following ways: If you never want Firefox to store webpages in the cache, click the Tools | Options menu. On the Network tab, in the Cached Web Content section, make sure the "Override automatic cache management” check box is selected. Then set the value “Limit cache to 0 MB of space". If you want to store cached web pages, but you need to clear the cache one time, click the Tools | Options menu. On the Network tab, in the Cached Web Content section, click the Clear Now button.
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MB E-Filing System – Frequently Asked Questions Supported Browsers The MB E-Filing system is designed for use with the browser Internet Explorer 9 or higher, or with Mozilla Firefox 31 or higher. If you use any other browser, including Microsoft Edge, you will not be able to login. 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 Mozilla Firefox. If you are using Microsoft Edge as your browser, please note that though this browser is not supported, there is an easy way to switch to Internet Explorer. This is the appearance of the MB E-Filing login page when using a Windows 10 computer with the Edge browser. The User Name and Password controls are locked. To remedy this, Click the 3 ellipses at the end of the navigation bar (inside the red circle). Then click “Open with Internet Explorer”.
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MB E-Filing System – Frequently Asked Questions
As shown below, you should now have no issues logging into MB E-Filing.
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MB E-Filing System – Frequently Asked Questions Important Browser Settings Enabling JavaScript If JavaScript is not enabled, you will not see any data on the page. Instead you will see a message explaining why MB E-Filing 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 F5. To enable JavaScript within Firefox, click the Tools menu and select Options. Click the Content tab. Make sure the "Enable JavaScript" option is checked. Click OK to exit the Options window. Click the Reload button. Allowing Cookies To allow cookies within Internet Explorer, click on the Tools menu and select Internet Options. Then click Privacy tab and click the Advanced button. You must click Accept in the “First-party Cookies” section and make sure the “Always allow session cookies” option is checked. Note that if you need to change these settings and the window section is not enabled, click “Override automatic cookie handling”. After you have finished, then click OK to exit the Advanced Privacy Settings window. Click OK to exit the Internet Options window. Click the Refresh button or press F5. To allow cookies within Firefox, click Tools menu and select Options. Then click the Privacy tab. In the History section, for the “Firefox will” drop-down list box, you may choose “Remember History” or “Use custom settings for history”. If you choose “custom settings”, make sure the "Accept cookies from sites" option is checked. Click OK to exit the Options window. Click the Reload button. Screen Resolution The MB E-Filing 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. Verifying Browser Font and Color Settings
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MB E-Filing System – Frequently Asked Questions
This screen capture shows the Accessibility Window within Internet Explorer. To view this dialog box,, click the Tools | Internet Options menu. On the General tab, click the Accessibility button. Make sure all the checkboxes have been deselected.
This is a screen capture of the Fonts window within Firefox. To view this dialog box, click Tools | Options menu. Select the Content tab and click on the Advanced button (within the Fonts and Colors section). Make sure you have the option “Allow pages to choose their own fonts…” selected as shown.
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MB E-Filing System – Frequently Asked Questions
To view the Colors dialog box, follow the same steps as above, except click the Colors button.
Below is an example where a sub-mortgage broker record is displayed in Internet Explorer and the MB E-Filing colors, font styles and font sizes are ignored.
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