Top Five FAQs

• What do I do if I forget my User ID, password or answer to personal security question?

  If you forget your User ID, enter your email address in the "Forgot your ID?" section on the Login page and click the "Submit" button. If your email address matches the one 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 forget 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 our Client Relations team, Monday to Friday from 8am to 8pm (ET) at 1-800-387-0614.

• What information do I need to register?

  You will need your AccountAccess User ID which is located on your Mackenzie Investments account statement or a recent transaction confirmation along with your account number. 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 Investments 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, withdrawals and Registered Retirement Savings Plan (RRSP) payroll contributions
  • Access tax information including tax receipts, capital gains and distributions
  • View your Mackenzie Investments account statements
  • View 10% free redemption amounts, estimate DSC fees, and track matured units
  • And more

• How does Mackenzie Investments ensure security of my personal information?

  Mackenzie Investments uses Secure Socket Layer (SSL) technology to encrypt and protect your personal information.

 

Registration and Login FAQs

• How do I register for AccountAccess?

  If you have a Mackenzie Investments account, go to mackenzieinvestments.com, in the "Investor Education menu", select the "Register for InvestorAccess" button. You will need your Registration ID and your Mackenzie Investments 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 Investments account(s).

  If you require assistance contact our Client Relations team, Monday to Friday from 8am to 8pm (ET) at 1-800-387-0614.

• How do I get my AccountAccess ID?

  Your Registration ID can be found on your Mackenzie Investments Statement or transaction confirmation. Alternatively, please contact our Client Relations team, Monday to Friday from 8am to 8pm (ET) at 1- 800-387-0614.

• 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 Relations 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 Investments account, try using that account number instead.
  • The account entered is not associated with your ID. If you have another Mackenzie Investments account, try using that account number instead.
  • The address on the account entered is inactive. Contact Client Relations to provide us with your correct address and to order your Registration PIN.

  If the problem persists, you can contact our Client Relations team for assistance, Monday to Friday from 8am to 8pm (ET) at 1-800-387-0614.

• 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 Relations 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 our Client Relations team for assistance, Monday to Friday from 8am to 8pm ET at 1-800-387-0614.

• Once I have registered how do I login to AccountAccess?

  To login, click the "Login" link under AccountAccess on the homepage and enter your User ID and password.

• How will I know if I have registered successfully?

  You will be able to view your Mackenzie Investments accounts immediately after you have successfully completed your registration.

• 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.

 

AccountAccess Support

• How current is my account information online?

  Your account information is updated on a daily basis.

• Who do I contact for assistance?

  For Mackenzie Investments account inquiries, please contact our Client Relations team, Monday to Friday from 8am to 8pm (ET) at mmwqa@mackenzieinvestments.com or 1-800-387-0614.

  Mackenzie Investments recommends that investors contact their independent financial advisor for account updates or inquiries relating to their accounts.

• Can I view My Documents online?

  Yes. If you have registered for AccountAccess, login and select the "My Documents" option from the navigation bar. Documents are available as PDFs.

• How will I know when my account statements are available online?

  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 register the primary account holder and they will be able to access the account online. If you are the "secondary" account holder for a specific account, you will not be able to view the account.

• When can I access my accounts online?

  Investor Access is available 24hrs a day, 7 days a week. Occasionally limited outages may occur due to system maintenance or other reasons beyond our control.

 

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 Investments accounts that you are authorized to access.

• What types of communication documents are available?

  The Communication documents available are:

  • Communications – lists recent corporate communications and marketing materials.
  • Statement – lists Client Statements for the selected Issue Year.
  • Tax – lists tax related documents (ie T3s, contribution receipts) for selected Issue Year.
  • Trade Confirmation – Transaction confirmations for selected Issue Year.

• How long are My Documents available online?

  Your Account Statements, Tax Receipts and Trade Confirms will be available for seven 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, select the document you want to download by clicking the document link. Click the 'Save' icon and select where you want the document downloaded.

• Can I print My Documents online?

  Yes. Select the printer icon to print your account document.

• Can I print and file an online tax form with CRA?

  Yes. The PDF tax files are duplicates of the original tax form issued.

 

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.

• Which web browsers do you recommend?

  This website has been optimized to work with Internet Explorer.

• 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 online by clicking on "My Profile".

• 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.

• How do I clear my cache?

  In most cases the “Tools” Menue option of your internet browser will allow you to clear your cache or browsing history, however further information is available in your browser’s help file.