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TOP FIVE FAQs |
- What do I do if I forget my User ID, password
or Answer to personal security question?
If you forgot your User ID, enter your e-mail address in the "Forgot
your ID?" section on the Login page and click the "Submit" button.
If your e-mail address matches the e-mail address you provided during
registration, you will then be asked to answer your personal security
question. If you answer the security question correctly, your User
ID will be displayed.
If you forgot your password, enter your User ID in the "Forgot
your password?" section on the Login page and click the "Submit" button.
You will then be asked to answer your personal security question.
If your answer matches the answer you provided during registration,
you will be permitted to choose a new password.
If you forgot the answer to your personal security question contact:
Mackenzie Client Services, Monday to Friday from 8:00 a.m. to 8:00 p.m. EST at 416-922-3217 or 1-800-387-0614, or; MRS Client Services,
Monday to Friday from 8:00 a.m. to 7:00 p.m. EST at 416-964-0028
or 1-800-387-2087.
- What information do I need
to register?
You will need your AccountAccess User ID which is located on your
Mackenzie and/or MRS account statement and the last four digits of
your SIN. You will then be required to provide us with some personal
information that will be matched to your profile for secure access.
- Will I be able to access
my accounts as soon as I register?
You will be able to view your Mackenzie and/or MRS accounts immediately
after you have successfully completed your registration.
- What services are available
through AccountAccess?
AccountAccess includes the following services:
- View your investments, current market values and transaction
histories
- Verify your personal records for accuracy to ensure efficient
and accurate mailings and tax reporting.
- View details on systematic purchases and withdrawals Registered
Retirement Savings Plan (RRSP) payroll contributions
- Access tax information including tax receipts, capital gains
and distributions
- View your Mackenzie and MRS account statements
- And more!
- How do Mackenzie and MRS
ensure security of my personal information?
Mackenzie and MRS use Secure Socket Layer (SSL) technology to encrypt
and protect your personal information as it crosses the Internet.
This technology is only supported by the following SSL-capable browsers:
- Netscape Navigator 4.06 or higher (with the exception of Netscape
6.0)
- Microsoft Internet Explorer 4.01 or higher
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REGISTRATION AND LOGIN FAQs |
- How do I register for AccountAccess?
If you have a Mackenzie or MRS account, go to www.mackenziefinancial.com,
click on the "Register" link under the InvestorAccess
tab and follow the step-by-step instructions. You will need your Registration
ID and your Mackenzie or MRS account number. With this information
you can request your Registration PIN which will be mailed to you
on the next business day. Once you have both your Registration ID
and Registration PIN you can complete the registration process. You
will be required to provide us with some personal information that
will be matched to your profile for secure access. If the information
provided is correct, you will be able to access your Mackenzie and/or
MRS account(s).
If you require assistance, please refer to our "Online
Tour", or contact:
Mackenzie Client Services, Monday to Friday from
8:00 a.m. to 8:00 p.m. EST at 416-922-3217 or 1-800-387-0614.
or
MRS Client Services, Monday to Friday from 8:00 a.m.
to 7:00 p.m. EST at 416-964-0028 or 1-800-387-2087.
- How do I get my Registration ID?
Your AccountAccess Registration ID is located on your
Mackenzie and/or MRS account statement and on your Mackenzie transaction
confirmations issued after January 1st, 2007. Click
here for an example.
If you do not have a copy of your last statement or
Mackenzie confirmation, contact:
Mackenzie Client Services, Monday
to Friday from 8:00 a.m. to 8:00 p.m. EST at 416-922-3217 or 1- 800-387-0614,
or;
MRS Client Services, Monday to Friday from 8:00 a.m.
to 7:00 p.m. EST at 416-964-0028 or 1- 800-387-2087.
- Why must I wait for my Registration PIN to be mailed to me?
Your Registration PIN is only available by mail
for your own security. To protect the security of your account information,
only you know your Registration PIN. It will be mailed to you on
the very next business day. As soon as you receive it you can complete
the registration process and login to access your account information
securely online.
- Why am I getting an "Invalid Registration ID and account number
combination" message when I try to request my Registration PIN?
If you've tried to enter your Registration
ID and account number a few times and you keep getting this message,
it may be caused by one of the following situations:
- The Registration ID entered does not exist. Please
double-check the Registration ID found on your statement or confirmation
and try again.
- You have already registered your ID. Please
proceed to the login page.
- Your ID is inactive. Please contact Client
Services for assistance.
- The ID entered is not an AccountAccess ID.
If you are an Advisor, please register for AdvisorAccess.
- The account entered is invalid. Please double-check
the account number found on your statement or confirmation and
try again.
- The account you entered is inactive. If you
have another Mackenzie or MRS account, try using that account number
instead.
- The account entered is not associated with
your ID. If you have another Mackenzie or MRS account, try using
that account number instead.
- The address on the account entered is inactive.
Contact Client Services to provide us with your correct address
and to order your Registration PIN.
If the problem persists you can contact Client Services for assistance:
Mackenzie Client Services, Monday to Friday from 8:00 a.m. to 8:00 p.m.
EST at 416-922-3217 or 1-800-387-0614.
or
MRS Client Services, Monday to Friday from 8:00 a.m. to 7:00 p.m. EST at 416-964-0028
or 1-800-387-2087.
- Why am I getting an "Invalid Registration ID and Registration
PIN combination" message when I try to register my ID (Registration
Step 2)?
If you've tried to enter your Registration ID
and Registration PIN a few times and you keep getting this message,
it may be caused by one of the following situations:
- The Registration PIN entered has expired.
Please check the PIN expiry date on your PIN letter. If it has
indeed expired, please go back to Step 1 of the registration process
to request a new PIN.
- The Registration PIN entered does not match
your Registration ID. Please double-check the Registration ID found
on your statement or confirmation and your Registration PIN and
try again.
- The Registration ID entered does not exist.
Please double-check the Registration ID found on your statement
or confirmation and try again.
- You have already registered your ID. Please
proceed to the login page.
- Your ID is inactive. Please contact Client
Services for assistance.
- The ID entered is not an AccountAccess ID.
If you are an Advisor, please register for AdvisorAccess.
If the problem persists you can contact Client Services for assistance:
Mackenzie Client Services, Monday to Friday from 8:00 a.m. to 8:00 p.m. EST at 416-922-3217 or 1-800-387-0614.
or
MRS Client Services, Monday to Friday from 8:00 a.m. to 7:00 p.m. EST at 416-964-0028
or 1-800-387-2087.
- How will I know if I have registered successfully?
You will be able to view your Mackenzie and/or
MRS accounts immediately after you have successfully completed your
registration.
- Once I have registered how do I login to AccountAccess?
To login, click the "Login" link under AccountAccess
on the home page and enter your User ID and password.
- How do I change my AccountAccess User ID and
password?
You cannot change your User ID but you can
update your password. Your password can be changed any time after
you have registered by selecting the "Update My Profile" option.
This option will allow you to update your personal information.
Mandatory information is marked with an asterisk (*).
- Why do I have to create
a security question and answer?
If you forget your User ID or password, we
will use your confidential information (question and answer) to
verify your identity and immediately restore your access.
- What does the "Remember My
ID" box mean?
When you login using your User ID and password,
check the "Remember My ID" box and your browser will automatically
populate your User ID information each time you login so that you will
only have to enter your password.
Important: Record your AccountAccess User ID
and password for future reference.
- How would my spouse access
our account if we have a joint account?
AccountAccess is based on the "Primary"
SIN for each account. For security measures, there will only be one User
ID and password for each account whether the account is individual
or joint. Also, you will only have access to accounts for which your
SIN is identified as the "Primary" SIN.
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ACCOUNTACCESS SUPPORT |
- How current is my account information
on-line?
Your account information is updated on a daily basis.
- Can I view both my Mackenzie
and MRS accounts through AccountAccess?
You will be able to view both your Mackenzie and MRS accounts using
the same User ID and password.
- Who do I contact for
assistance?
For Mackenzie account inquiries, please contact Mackenzie Client
Services, Monday to Friday from 8:00 a.m. to 8:00 p.m. EST at:
E-mail: service@mackenziefinancial.com
Phone: 416-922-3217 or 1-800-387-0614
Fax: 416-922-5660
For MRS account inquiries, please contact MRS Client Services, Monday
to Friday from 8:00 a.m. to 7:00 p.m. EST at:
E-mail: service@mrs.com
Phone: 416-964-0028 or 1-800-387-2087
Fax: 416-413-1723
Mackenzie and MRS recommends that investors contact their independent
financial advisor for account updates or inquiries relating to their
accounts.
- Can I view My Documents
on-line?
Yes. If you have registered for AccountAccess, login and select
the "My Documents" option from the navigation bar. Documents
are available in Adobe Portable Document Format (PDF) and can be
viewed with Adobe Acrobat¨ Reader. You can download your FREE
copy at:http://www.adobe.com/
- How will I know when
my account statements are available on-line?
Statements are posted online approximately 15 days after the end
of each statement period.
- How can I access a joint
account online?
A joint account will only have one User ID and password for security
reasons. When you register, you must use the last 4 digits of the
account's "Primary" SIN. Therefore, only the "Primary" SIN
user will be able to access the account online. If you are the "Secondary" SIN
for a specific account, you will not be able to view the account.
- When can I access my
accounts online?
You can access your accounts from 4:30 a.m. to 12:00 a.m. Monday
to Friday, 4:30 a.m. to 6:00 p.m. on Saturday, and all day Sunday.
The current access is restricted due to backup activities and occasional
outages may occur due to database maintenance, hardware upgrades
or special processing.
- Do you have an online demo or tour for AccountAccess?
Yes. Click
here to view the Mackenzie and/or MRS online tour.
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MY DOCUMENTS |
- What document types will I be able to view
online?
The My Documents page lists all of the following account documents:
Statements, Trade Confirms, Tax Receipts and Communications for Mackenzie
and MRS accounts that you are authorized to access.
Mackenzie Tax Receipts are now available.
MRS Tax Receipts issued from Jan 1, 2003 are now available online.
- What types of Communication documents
are available?
The Communication documents available are:
Communications – Corporate Page lists recent corporate communications.
Communications – Marketing Page lists marketing materials promoting
our products and services.
Communications – Regulatory page lists regulatory documents.
Communications – Financial Statements page lists a set of financial
statements for a fund.
- How long are My Documents available
online?
Your Account Statements, Tax Receipts and Trade Confirms will be
available for 5 years from the issue date.
- What do the document statuses
mean?
Documents may have the following 'Status' assigned to them.
Amended – A document that has been posted to My Documents
and has been modified due to an adjustment or change to financial
numbers and/or account specific errors to the document.
Cancelled – A document that has been defined as invalid due
to incorrect information.
Duplicated – A copy of the original document.
Original – The first version of the document.
Renewed – A document that was issued in a previous year and
is still relevant to the current year.
Revised – A document that has been published to My Documents
and has been modified due to major changes to content of the document.
- What does a document labelled
as "new" represent?
A document will be labelled as "new" if it was recently
posted on the site. The "new" label will appear for five
business days.
- What does Tax year represent?
The 'Tax Year' represents the "tax year" in which the
tax document should be allocated to for tax reporting purposes.
- How do I filter the list of documents?
To filter the list of documents, select one option or a combination
of options from the following filter menus: 'Date Issued', 'Account',
'Document Type', 'Tax Year', or 'Status'. Click 'Submit' to display
a list of documents related to the filter or filters selected.
Click 'Reset Filter' to display a list of documents for the current
calendar year and default account(s).
- How do I view documents from
a previous issue year?
Click an 'Issue Year' link to display a list of documents issued
in that year. Documents for the current calendar year will always
be listed as the default.
- How do I specify the number of
documents listed per page?
Select an option from 'List Results' to specify the number of results
(rows) listed per page. The default lists 20 results (rows) per page.
- How do I view a document?
From the list of documents click a 'Date Issued' link to view the
Document.
- How do I download and save
My Documents?
For Adobe Acrobat Reader, select the document you want to download
by clicking the document link. Click the 'Save a copy of the file'
icon and select where you want the document downloaded.
- Can I print My Documents online?
Yes. Select the Adobe Acrobat Reader printer icon to print your
account document. If you would like the document to print to the
page size, select the “Shrink oversized pages to paper size” check
box.
- Can I print and file an online
tax form with CRA?
Yes. The PDF tax files are duplicates of the original tax form issued.
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TECHNICAL SUPPORT |
- What is encryption and how does it
work?
Encryption is the process by which information sent over the Internet
is encoded so that it cannot be read without being decoded. Most
secure Web browsers contain encryption software from RSA Data Security
Inc.
- Which web browsers
do you recommend?
This web site has been optimized to work with the latest version
of Internet Explorer.
You can download Internet Explorer for free at:
http://www.microsoft.com/
- What do I do if someone
learns my User ID or password?
Your User ID is linked to a password, therefore, no one can login
without your password. If you suspect that someone knows your password,
you can change it on-line by clicking on "My Profile".
- What is a PDF and
what do I need to read a PDF file?
Portable Document Format (PDF) is a method of displaying, saving,
and printing documents. A PDF replicates the appearance of printed
documents and we recommend that you use PDF when viewing your clients'
statements online as they download faster and are easy to save and
print. To open, save and print a PDF, you must have Adobe Acrobat
Reader installed on your computer.
You can download your FREE copy at: http://www.adobe.com/
- What is cache and
why is it important to clear my cache for security measures?
Cache has been designed to improve performance and reduce network
traffic. When you view a web page, it is stored in both your browser's
memory cache and your computer's disk cache.
Your browser relies on its memory cache when you use the browser "Back" button.
Rather than going to the network to retrieve the page, the page is
retrieved from the browser memory cache. After you logout of AdvisorAccess,
your account information cannot be viewed. However, information may
be viewed using the browser "Back" button. To protect the
confidential nature of your personal information, we highly recommend
that you clear your browser's memory cache or close your browser
(which will also clear the browser memory cache) after your session.
You should also be aware that by retrieving a page from cache, you
might be provided with stale information. If you need to ensure that
your cached page is being compared to the network page for accuracy,
select the "Reload" (Netscape) or "Refresh" (Microsoft
Internet Explorer) option from your browser toolbar.
How do I clear My Cache?
Please review the following instructions on how to clear your cache
for Microsoft Internet Explorer.
*Note: The Mackenzie website has been designed to work with Internet
Explorer 5.x and Netscape 4.7x. We currently do not support Netscape
6.0. If you are using any version of Netscape Navigator/Communicatorª *
4.7x:
- From your browser menu select: Edit
- From the Edit drop-down menu select: Preferences
- Under the "Category" list (on left side of the Preferences
window), open the sub-menu for "Advanced" by clicking on
the + symbol
- . From the Advanced sub-menu, click on the word: Cache
- From the Cache window select: Clear Memory Cache & Clear Disk
Cache; then select the OK button at the bottom of the Cache window.
If you are using any version of Microsoft Internet Explorer 5.x:
- From your browser menu select: Tools
- From the Tools drop-down menu select: Internet Options
- From the Internet Options window select: General
- From the General folder, look for the Temporary Internet Files
section near the middle of the window, click on the Delete Files
button; a new window appears with the question "Delete all files
in Temporary Internet Files Folder?", click on OK. Then select
the OK button at the bottom of the Internet Options window.
As an added security measure in any version of Microsoft Internet
Explorer 5.x, you may decide to set your browser defaults as follows:
- From your browser menu select: Tools
- From the Tools drop-down menu select: Internet Options
- From the Internet Options window select: Advanced
- From the Advanced scroll-down window, look for the Security section
title. From this section, you may decide you prefer to select the
following option: Empty Temporary Internet Files folder when browser
is closed
Then click on OK at bottom of window. * Note: If you are running
a browser other than those listed above and would like more information
on how to clear your browser's cache, please refer to your browser's
help file.
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© 2010 Mackenzie Financial Corporation. All rights reserved.