Multifactor Authentication (MFA)
What Multifactor Authentication (MFA) methods are available?
We currently support two Time-Based One-Time Password (TOTP) authentication applications:
- Okta Verify
- Google Authenticator
Both options generate secure, time-sensitive verification codes on your mobile device.
Why am I being asked to complete MFA setup again, even though I previously configured it?
We have recently updated our security standards. As part of these enhancements, all users are required to re-enroll in MFA to align with the new security requirements.
Why did I receive an email saying an MFA method was set up when I have not configured one yet?
This notification may appear after you create your password and security questions during the initial CI Advisor Resource Centre account setup. It is an automated message generated as part of the account onboarding process and does not necessarily indicate that your MFA enrollment is complete.
Can I register more than one MFA method?
Only first-time registrants can add multiple MFA methods for flexibility and as a backup option if access to the primary method is unavailable.
Can I set up an additional factor in the future?
Only first-time registrants will be able to configure additional authentication factors.
How do I set up MFA for my Advisor Resource Centre account?
- New Registrants: You will be prompted to configure an authentication method(s) during the CI Advisor Resource Centre registration.
- Existing Users: You will be prompted to configure an authentication method the next time you log in to the CI Advisor Resource Centre. Simply select one of the available methods (Okta Verify or Google Authenticator) and follow the on-screen instructions to complete the setup.
What if I have an issue setting up MFA?
If you encounter any issues while setting up Multifactor Authentication (MFA), please contact Client Services at 1-800-563-5181.
Will I be able to access the Advisor Resource Centre if I do not enroll in MFA?
No. You must enroll in at least one MFA method to maintain access to the Advisor Resource Centre. This requirement helps ensure stronger protection for sensitive account information.
What if I get a new phone or lose access to my MFA device?
Contact Client Services at 1-800-563-5181 to reset your MFA settings. After the reset, you will need to complete a new MFA enrollment.
Registration
What do I need to register for the CI Advisor Resource Centre (ARC)?
To register on ARC, you will need an active, individual dealer-rep code, along with your professional email address and other relevant information such as
- First and Last name
- Language preference
Why does the site say it is unable to validate with the email I provided?
This may mean that we do not have a record associated with that email address in our systems. Please reach out to your dealership to have your information updated.
Why does it say my rep code is invalid when I try to register?
This may mean that the rep code you entered is a joint rep code or that your dealer-rep code is inactive. Please ensure you are using an active individual rep code to register for ARC.
Why did I get an Error Code 4 message when trying to complete my registration?
This means that there is an issue with the details you are using to register for ARC, please contact Client Services for further assistance.
How can my assistant register for ARC?
You will need to set up your assistant(s) access to the ARC. Assistant(s) cannot be added by Client Services as you (the advisor) are responsible for validating the identity of your assistant(s). Once you are fully registered for ARC, you will be able to grant your assistant(s) access through the profile section. Refer to the ARC – Assistant Registration Guide. The linked guide can be used as a self-serve tool to assist with the process.
Note* assistants will need to accept shared access through Manage My Shared Access after registering so they can start using CI Submit and Reporting.
CI Submit
What is CI Submit?
CI Submit is a newly developed feature that enables advisors to conveniently submit service and processing requests directly to CI internal teams, offering a more secure and streamlined replacement for Fax or Email. Please refer to the guide here.
How can I access CI Submit?
Once registered in the ARC, you will be prompted to input your AdvisorOnline (AOL) credentials to perform a one-time validation of your identity. Once passed, you will be able to access CI Submit and additional gated features. If you do not have AOL credentials, please contact CI Client Services at 1-800-563-5181.
Note* -
- Advisors registered for ARC and AOL before March 30, 2026
You can complete the validation using your AOL credentials. If you were an existing ARC user prior to March 30, 2026, and are unable to complete the validation, please contact the CI Client Service Team for assistance.
- New ARC users registering on or after March 30, 2026
If you have existing AOL credentials, you can validate yourself using those credentials. If you do not have prior AOL access, please contact Client Services for assistance. Note: For new ARC users, validation will be completed within a 24-hour period.
Why can I not access CI Submit after registration?
This could mean that after registration, certain checks in the system could not be completed. Please contact Client Services for assistance.
How do I add an assistant to CI Submit?
Assistants can be granted access to CI Submit only after the advisor has completed full registration and successfully passed security verification. Please see the Assistant Registration guide for details on how to add an assistant. This guide can be used as a self-serve tool to assist with the process.
How do I remove a former assistant or manage my assistant(s)’ access?
You can manage or remove assistant access through your ARC profile. Simply go to the Profile section and select the Manage Shared Access subsection, where you can update what access is shared with each assistant, including dealer rep codes for Reporting and CI Submit. Please see the Shared Access Guide for details.
Sharing Access
What access can I share?
Currently, the following features that can be shared:
- CI Submit: CI’s new submission portal for any service and or processing requests
- Reporting: Access to reports and information associated with the selected dealer rep codes, including client account details, fees and commissions.
Note: With Reporting access, you can choose one/some/all dealer rep code(s) to share by selecting the checkbox next to each code. However, CI Submit access must be shared in full and cannot be tailored by dealer rep code.
Who can I share access with?
Access can be shared with assistants and other registered advisors, either to CI Submit, Reporting, or both.
Keep in mind:
- Sharing CI Submit access grants the ability to submit and review documents for processing and Service requests across all dealer rep codes linked to your ARC account.
- Sharing Reporting access allows you to choose specific dealer rep codes associated with your ARC account to share.
What is being shared if I provide shared access?
For CI Submit, if access is shared, the assistant/advisor with shared access will be able to submit service requests and/or processing requests for ALL dealer rep codes associated with your ARC account.
For Reporting, if access is shared, the assistant/advisor with shared access will be able to view all reports, information, functionality associated with the dealer rep codes that they have been granted access to.
Will I, my assistant, or another advisor be able to remove or modify the shared access?
Shared access can be removed by either the grantor (the person who shared the access) or the grantee (the person who received the access)
Only the grantor can modify shared access by selecting or deselecting the specific feature access under the Grant Shared Access page.
To remove shared access, navigate to the ARC Profile page and follow the steps below, depending on your role:
- Grantor: Navigate to the Grant Shared Access page. Once there, you can remove the access that is being shared by unchecking the checkbox next to the shared feature or selecting the ‘Remove’ button. Please note that the ‘Remove’ button will remove ALL shared access from that user.
- Grantee: Navigate to the Manage My Shared Access page. Once there, you can remove the access being shared to you. Please note that if you choose to remove any shared access, it will remove ALL access shared to you.
AdvisorOnline (AOL) Help Section
Why is AOL being migrated to ARC?
The move to ARC supports updated security standards by providing enhanced protection compared to the existing AOL site. In addition, the ARC consolidates advisor tools into one secure, modern platform—simplifying access and improving the overall advisor experience.
Have all existing AOL features moved to ARC?
Yes, all the features that exist within AOL have been migrated over to ARC with improvements to the usability and navigation.
Are there any AOL pages that have been removed or retired?
No, all the existing AOL features exist within ARC and have been revamped for easier navigation.
Is eCISS still accessible?
Yes, eCISS is still accessible within the ARC site.
Will my assistants’ access be carried over from AOL?
No, assistants will need to be granted access once more. Please see the Shared Access guide for further information on setting up access. This guide can also be used as a self-serve tool to assist with the process.
Where do I find AOL once I’m logged into ARC?
- Once logged in to ARC, all features are available through the Quick Links section on the dashboard.
- At the top of the page, there will be a dropdown for all the AOL features under the AdvisorOnline tab.
What new features are available in the ARC that were not available previously within AOL?
- CI Submit: A centralized submission experience within ARC.
- Consolidated Tax Documents: Print all relevant client tax slips in a single, consolidated file.
- Automated Programs Overview: A high-level summary of CI’s systematic (automated) programs.
- Account Administration Centre
- High-level information on CI account types and tax slips.
- Documentation requirements for opening accounts.
- Segregated Funds Administration Centre and Cheat Sheet
- Customizable/Personal Watchlists available to be downloaded into client-friendly booklets.
- Enhanced Know Your Product (KYP) and Reasons To Own (RTO) Information on CI mandates.