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TOP FIVE FAQs |
- What information do I need to register?
You will need your User ID and dealer / advisor number. You will
then be required to provide us with additional information that will
be matched to your profile for secure access.
If you do not have a User ID, contact:
Mackenzie Client Services, Monday to Friday from 8:00 a.m. to 8:00 p.m. ET 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.
ET at 416-964-0028 or 1-800-387-2087.
- Will I be able to access my clients' accounts as soon as I register?
You will be able to view your Mackenzie and/or MRS clients' accounts
immediately after you have successfully completed your registration.
- What do I do if I forget my User ID or password?
In either case, your access can be restored immediately. If you
have forgotten your User ID, enter your e-mail address on
the Login page and click the "Submit" button. You will
then be asked to answer your personal registration question. If
your answer matches the answer you provided when you registered,
your User ID will be displayed online.
If you have forgotten your password, enter your User ID on the
Login page and click the "Submit" button. You will
then be asked to answer your personal registration question.
If your answer matches the answer you provided when you registered,
you will then be requested to choose a new password to access
your clients' accounts.
If you require further assistance, 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 services are available through AdvisorAccess?
With MRS' AdvisorAccess you can:
- View the current value of your clients' investments.
- Review trading activity and pending transactions.
- View and/or print registered and investment account statements.
- View and/or print PDF versions of daily, weekly and monthly operational
and compliance reports.
- Monitor foreign content.
- View PAC and SWP details, RRIF/LIF/LRIF scheduled payments and
group payroll instructions.
- Access contribution tax receipt information - with the ability
to order duplicate receipts.
- View and/or print an eligible funds list for MRS accounts.
- Access PDF versions of MRS applications and forms.
With Mackenzie's AdvisorAccess you have access to:
- Account balances and current market values.
- Complete transaction histories.
- Asset mix.
- Asset allocation information for Keystone and STAR.
- Foreign content tracking.
- Details on PACs, SWPs, and RRIF/ LIF/ LRIF payments.
- Contribution tax receipt information - with the ability to order
duplicate tax receipts.
- Capital gains and distribution information.
- Assets under administration and service fee information.
- Client statements.
- 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.
The following SSL-capable browsers support this technology:
- Netscape Navigator 4.7 or higher (with the exception of Netscape
6.0)
- Microsoft Internet Explorer 5.0 or higher
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REGISTRATION AND LOGIN FAQs |
- How do I register for AdvisorAccess?
If you have a Mackenzie or MRS account, click on the "Register" link
under Advisor Login located on the home page and follow the step
by step instructions. You will need your User ID and your dealer
/ advisor number. You will then be required to provide us with
additional information that will be matched to your profile for secure
access. If the information provided is correct, you will be able
to access your clients' Mackenzie and/or MRS account(s).
If you require further assistance, contact:
Mackenzie Client Services, Monday
to Friday from 8:00 a.m. to 8:00 p.m. ET at 416 3217 or 1-800-0614,
or; MRS Client Services, Monday to Friday from 8:00 a.m. to 7:00 p.m.
ET at 416 0028 or 1-800-2087.
- How do I get my AdvisorAccess ID?
If you had a Mackenzie and/or MRS account as at December 7,
2001, your User ID would have been sent to you in a letter
marked "Private
and Confidential". If you have not received your User ID
or if you are a new advisor with Mackenzie or MRS, contact:
Mackenzie Client Services, Monday to Friday from 8:00 a.m. to
8:00 p.m. ET at 416 3217 or 1-800-0614, or;
MRS Client Services, Monday to Friday from 8:00 a.m. to 7:00 p.m.
ET at 416 0028 or 1-800-2087.
- How will I know if I have registered successfully?
You will receive a message stating that your AdvisorAccess
registration has been completed. Once completed, you will
be able to view your Mackenzie and/or MRS accounts.
- Once I have registered how do I login to AdvisorAccess?
To login, click the "Login to access Client Accounts " link
under "Advisor Login" on the home page, enter your User
ID and password, and then select either "Go to MFC" or "Go
to MRS".
- How do I change my AdvisorAccess 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 "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 to the same computer
so that you will only have to enter your password.
Important: Record your User ID and password for future reference.
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ADVISORACCESS 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 clients' accounts through AdvisorAccess?
You will be able to view both your Mackenzie and MRS clients' accounts
using the same User ID and password.
- When can I access my clients' accounts on-line?
You can access your clients' accounts from 4:30 a.m. to 12:00 a.m.
EST Monday to Friday, 4:30 a.m. to 6:00 p.m. EST 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.
- 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: accounthelp@mrs.com
Phone: 416-964-0028 or 1-800-387-2087
Fax: 416-413-1723
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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 Internet Explorer
5.0 or higher and Netscape Communicator/Navigator 4.7 or higher
Note: We currently do not support Netscape 6.0.
You can download Netscape at: http://home.netscape.com/download
You can download Internet Explorer at:
http://www.microsoft.com/windows/ie/default.htm
- 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/products/acrobat/readstep.html
- 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 and Netscape Communicator/Navigator.
*Note: The Mackenzie web site has been designed to work with Internet
Explorer 5.0 or higher and Netscape Communicator/Navigator 4.7 or higher
We currently do not support Netscape 6.0
If you are using any version of Netscape Navigator/Communicator 4.7
or higher:
- 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 5.0 or
higher:
- 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 5.0 or higher, 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 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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