Frequently Asked Questions

• Online request: On the Client Login page, click the Technical Support link to create an email using your default email program that will be sent directly to Digital Data Exchange Client Services.

• Email: DataExchange@fisclientservices.com
• Phone: +1 (855) 228-4478 or +1 (305) 892-3200

• Email communications from Data Room Administrators should contain the email address for the data room. Examples of email communications are invitation emails or new document notifications.

• If you are able to log in to Data Exchange and the data room you are accessing has the Investor Inquiry feature enabled, the Data Room Administrator may be contacted directly via DX by creating and submitting an Investor Inquiry using the Icon below.
• If you cannot locate a contact email address or phone number for the data room in the emails you have received, contact Digital Data Exchange Client Services.

Digital Data Exchange supports Google Chrome, Mozilla Firefox, Apple Safari, and Microsoft Edge.

Note: Your browser must be set to allow pop-ups from the Digital Data Exchange website.

1. Your browser must be set to allow pop-ups from the Digital Data Exchange website.

2. The most secured protocol Transport Layer Security (TLS) v 1.2 has been implemented. This protocol provides a secured data exchange between client application (browser) and web application server or web application server and another non-browser component.

   Compatible Operating System:

   • Windows 8.1 or higher

   Compatible Internet Browser:

   • Microsoft Edge
   • Internet Explorer 11 and higher (Microsoft Internet Explorer will continue to be supported until it is retired by Microsoft on June 15, 2022)
   • Firefox 27 or higher
   • Google Chrome 38 and higher

   For other versions of internet browsers, use the following link to change the browser settings to support TLS 1.2:

   https://www.ssl.com/how-to/turn-off-ssl-3-0-and-tls-1-0-in-your-browser

The Data Room Administrator will create accounts for authorized users. Once your account has been created, you will receive an invitation email with an activation code.

If you attempt to access a URL in a data room and you have been sent an activation code for the data room in the past and the activation code has not expired, you are able to request that the activation code be resent to you by choosing the Click Here link.

The activation code is unique and can only be used once.

Yes - the expiration date for your activation code should be detailed in the invitation email. If the expiration date has passed and you haven't activated your account, please contact the Data Room Administrator directly or contact Digital Data Exchange Client Services. A new invitation email will be sent to you with a new expiration date.

• On the Client Login page, click the Forgot Your Email Address link.
• Complete the details required on the Contact Technical Support page, then click Submit.

• On the Client Login page, click the Forgot Your Password link.

• Enter your email address/user ID and choose Submit.

• If the user has their OTP delivery method set to email, they will receive an email with instructions on how to reset their password. Click on the link in the email or paste the provided URL in the email into your address bar in your internet browser.
• Set password.

• Users who have configured their OTP delivery method to be an Authenticator Application will be asked to enter their OTP instead of answering a challenge question.

• Users who have configured their OTP delivery method to be an SMS will be asked to enter their OTP instead of answering a challenge question.

• Set your new password for Data Exchange (please note the password requirements).

• Choose Submit to save your new password.

• A confirmation email will be sent to the user indicating that the password has been successfully reset.

Check your spam or junk email folder for an email from Digital Data Exchange Client Services.

If you did not receive the email, please contact Digital Data Exchange Client Services.

For security reasons, your password must comply with the following requirements:

• Be at least twelve characters in length.
• Contain at least one number, one uppercase letter, one lowercase letter, and one special character. Special characters allowed are: _, !, @, #, $, %, ^, &, *, ~, `, ', ", =, +, {, }, |, ? .
• Cannot be the same as any of your previous ten passwords.
• Cannot be the same as your email address.

Password can only be updated once within a 24 hour time period unless reset by a Data Exchange Administrator.

No, Digital Data Exchange passwords do not expire.

You can change the One-time PIN delivery method if your preference is to use an Authenticator Application or SMS instead of email.

To change your One-time PIN delivery from email to an Authenticator application or SMS, do the following:

• Log in to Digital Data Exchange .
• Click the Person Icon at the top-right corner of the screen, and then choose the Settings option from the drop-down list.

• Go to the One-time PIN section.

• To use an Authenticator Application, open the Authenticator application on your mobile device or an Authenticator browser extension on your web browser of choice, and then add your Data Exchange account to the Authenticator Application by scanning the QR Code using the mobile device's camera or manually entering the Secret Key in the Authenticator Application. If you choose to manually enter the Secret Key, you can copy the Secret Key to the clipboard on your mobile device and paste the Secret Key in the Authenticator Application. To generate another Secret Key, click the Generate Another Key button.

Note: If a Digital Data Exchange user account is being shared and the OTP delivery method is an Authenticator application, the Secret Key and/or QR code should be shared amongst the users so that they can configure the Authenticator application on their mobile device or computer.


• To save the preference to use an Authenticator Application for One-time PIN, you must select I have scanned/entered the Secret Key into the Authenticator App check box and click Save.
• To use SMS, select Send PIN as text message (SMS) to my Phone.
• Select the Country Code from the drop-down list.
• Enter the mobile telephone number.

• Select Get One-time PIN and a 6-digit verification code will be sent to the mobile telephone number.
• Enter the 6-digit verification code, and then click Verify.
• A confirmation message will appear when the verification is successful. Click Save to complete the OTP delivery method change.

Note: If you want to reset your One-time PIN delivery method, please contact FIS support:

• Email: DataExchange@fisclientservices.com
• Phone: +1 (855) 228-4478 or +1 (305) 892-3200

To unlock your account, do the following:

1. On the Client Login page, click the Unlock Account link.

   

2. In the Email field, enter your email address/user ID and click the Next button.

   

3. In the One-time PIN field, enter the One-time PIN that you received or generated based on your One-time PIN delivery settings and click the Submit button.

   

4. Your user account will be unlocked, and you will be notified in the DDX user interface and through an email message.

   
   

Cookies are small text files that are placed on your device by websites that you visit. They are widely used in order to make websites work, or work more efficiently, as well as to provide information to the owners of the site.

Cookies do not pose a major threat to security if used correctly for legitimate and reasonable purposes. Digital Data Exchange only uses cookies to remember users on certain machines and improve functionality. For security reasons, Digital Data Exchange will never save password information in cookies.

When logging in to Digital Data Exchange the user has an option to choose "Remember Me" , which places a cookie on their computer so that they are not required to enter a One-time PIN for future logins. The “Remember Me” cookie is valid for a period of 30 days.

For more information, click on Cookies Info link at the bottom of the Client Login page.