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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 8:30
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, click on the "Register" link
under AccountAccess located on the home page and follow the step-by-step
instructions. You will need your AccountAccess User ID and the last
four digits of your SIN. If you have a joint account, enter the last
4 digits of the "Primary" SIN on the account. You will then
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 8:30 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 AccountAccess ID?
Your AccountAccess User ID is located on your Mackenzie and/or
MRS account statement. Click here for an example
If you do not have a copy of your last statement, contact:
Mackenzie Client Services, Monday to Friday from 8:00 a.m. to
8:30 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 8:30 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
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/products/acrobat/readstep.html
- 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.
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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.
MRS Tax Receipts issued from Jan 1, 2003 are now available online.
MFC Tax Receipts - coming soon.
- 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 CCRA?
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 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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