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Frequently Asked Questions

  1. What’s changed?
  2. What languages is the new online access available in?
  3. What happens to my information that was on the old online system?
  4. Will I continue to have access to the old online access platform after I register for the new one?
  5. What will happen to the old online access platform?
  6. I share an email address with someone else who is an Educators’ client (e.g., partner/family member, power of attorney, beneficiary etc.). Can I still gain new online access?
  7. I have not provided Educators with a unique email address. Is there another way for me gain online access?
  8. If I change my email address after I am registered as an online access user, will my username also change?
  9. I already receive quarterly statements online. Will I continue to receive them?
  10. Can I get a sneak peek at the new online access?
  11. Is my data secure with the new online access?
  12. What is 2FA (two-factor authentication)?
  13. How do I set up 2FA (two-factor authentication) authentication?
  14. I do not own a mobile phone; how can I select my 2FA method?
  15. How do I set up 2FA (two-factor authentication) again if my mobile device is lost, stolen, or I get a new device?
  16. What do I do if I’m not receiving my 2FA (two-factor authentication) verification code via text message?
  17. I forgot my password; what should I do?
  18. What if I tried to reset my password but it is not working?
  19. What are the Terms and Conditions for this new online access?

What’s changed?

The new platform is ‘jam-packed’ with new features that you’re sure to love, such as:

  • Enhanced Portfolio and Account Dashboards: With our advanced Portfolio and Accounts Dashboards, you’ll be able to quickly see how your investments are performing over time, along with overall changes to market value, and rate of return for your accounts.
  • Book a Meeting: Schedule a meeting with a financial advisor at the click of a button. You’ll be able to view available meeting times to connect virtually or by phone.
  • Move funds easily and securely: Whether it’s making a deposit, setting up a Pre-Authorized Contribution (PAC), or withdrawing funds, we’ve made it easier than ever for you.
  • Looking to open a new account? No problem! You will be able to initiate the opening of a new account online in a matter of minutes.
  • Set up and track your goals: No matter what your financial goals are (Saving for a home? Planning for retirement? Saving for a child’s education? Or how about that new deck?), our goal tracker can help you get there faster.
  • Live Chat: Got a question? Quickly connect with our support team and get a quick response.
  • Statements, Tax Documents, and Trade Confirmations are all available online: A win for you and a win for the environment! No more paper clutter. View, download, and print when you want only what you need.
  • Your security is our priority: With industry-leading Two Factor Authentication (2FA) you can feel confident when logging in. Now, you’ll require a Security Code that is provided either through an SMS text message or via an authenticator app (such as Google Authenticator, Microsoft Authenticator, Twilio Authy, etc.)

 

What languages is the new online access available in?

All users have the option of English or French.

What happens to my information that was on the old online system?

By registering for online access you will have access to all of your account information plus quarterly statements and tax documents for the last 2 years. If you require documents that are older please contact us at 1.800.263.9541.

Will I continue to have access to the old online access platform after I register for the new one?

No. Once you’ve completed the registration process for the new online platform, you will no longer be able to access the old platform.

What will happen to the old online access platform?

It will be decommissioned on January 19, 2026 and will no longer be accessible.

I share an email address with someone else who is an Educators’ client (e.g., partner/family member, power of attorney, beneficiary etc.). Can I still gain new online access?

Clients who wish to obtain new online access are required to have a unique email address in our system (i.e., an email address not shared with anyone else in our system). This is to help safeguard your identity and is in keeping with industry best practices. Please reach out to your financial advisor or contact us at 1.800.263.9541 to change/update your email address. Please note: for security purposes, updates/changes to client contact information must be validated by phone.

I have not provided Educators with a unique email address. Is there another way for me gain online access?

No. Clients who wish to gain new online access are required to have a valid and unique email address in our system. Please reach out to your financial advisor or contact us at 1.800.263.9541 to add/change your email address. Please note: for security purposes, updates/changes to client contact information must be validated by phone.

If I change my email address after I am registered as an online access user, will my username also change?

No, your username will not change. The username you use to register for the new online access remains the same regardless of any email address changes you make in the future. To request a username change, please contact your financial advisor or contact us at 1.800.263.9541.

I already receive quarterly statements online. Will I continue to receive them?

To continue receiving your statements online, you must register for the new online access. Once registered, you will automatically start receiving quarterly statements, tax documents, and trade confirmations digitally. You can also download, save, and print these documents. No more paper clutter, and it’s much more environmentally friendly.

Clients who have not completed the registration process for the new online access will continue to receive quarterly statements (e-statements) only until the existing online access is decommissioned. If you have not registered by the time the old platform has been decommissioned, you will start receiving your documents via Canada Post mail.

Can I get a sneak peek at the new online access?

You sure can! Click here to watch!

Is my data secure with the new online access?

Protecting client information is our priority. The new online access employs industry-leading 2FA (two-factor authentication) to help safeguard your privacy and identity.

What is 2FA (two-factor authentication)?

Two-factor authentication (2FA), also known as two-step verification, is an identity and access management security method that requires two forms of identification to access resources and data. 2FA helps safeguard vulnerable information and networks. Learn more about 2FA here.

How do I set up 2FA (two-factor authentication)?

Upon logging into your account for the second time, you will automatically be prompted to set up a two-factor verification. With our new online access, you can receive your verification in one of two ways: phone number (via text message) or by way of an authenticator App of your choice (e.g., Microsoft Authenticator, Authy, Google Authenticator etc.).

I do not own a mobile phone; how can I select my 2FA method?

For your protection, selecting a two-factor authentication method is mandatory to gain online access. If you do not have a mobile phone, you can either download an authenticator app to your tablet or computer, or have SMS messages sent to your tablet or computer (if you are able to receive SMS messages on those devices). If none of these solutions work for you, please give us a call at 1.800.263.9541.

How do I set up 2FA (two-factor authentication) again if my mobile device is lost, stolen, or I get a new device?

If you get a new mobile device for any reason, you will need to deactivate two-step verification on your old phone and set it up again on your new one. We can help with that. Just call us at 1.800.263.9541.

What do I do if I’m not receiving my 2FA (two-factor authentication) verification code via text message?

Your two-factor verification security code may take a few moments to arrive via SMS. But, if you do not receive one, you can request that a new code be sent. Here’s how:

  1. Log in to your account
  2. Select ‘Resend Code’ (please wait 1 minute before resending)
  3. Look for a text message with your security code
  4. Enter the verification code online when prompted
  5. Choose to trust device (or not) and Continue

The number you will receive text messages from is “732873”. Please check your blocked contact list to ensure the number is not blocked. Here is how you can remove blocked contacts:

Apple:

  1. Go to Settings
  2. Tap Phone
  3. Scroll and tap Blocked Contacts to see the list

Android:

  1. Open the Phone app on Android
  2. Tap the menu icon (the three dots) in the upper-right corner
  3. Open Settings
  4. Select Blocked numbers
  5. Check the blocked numbers list

I forgot my password; what should I do?

You can reset your online access password with ease. Here’s how:

  1. Click ‘Log In’ at the top right corner of our website: educatorsfinancialgroup.ca. You will be taken to the Educators Financial Group login screen.
  2. Click on the ‘Forgot your password?’ link, located directly under the Log In button.
  3. Enter your email address, and click the ‘Reset Password’ button. An email to reset your password will be sent to your default address.
  4. Simply follow the prompts.

What if I tried to reset my password, but it is not working?

If you tried to reset your password by following the above process and are getting stuck or unable to proceed, contact us at 1.800.263.9541.

What are the Terms and Conditions for this new online access?

Read the full Online Access Terms & Conditions of Use.