While we aim to cater for all scenarios with our digital requests in Adviser Online, you won’t be able to use requests in Adviser Online that require client approval for the following scenarios.
| Scenario | Description | Applicable products |
|---|---|---|
| Clients who haven’t registered for Macquarie Authenticator | Your client will need to download and register for Macquarie Authenticator before you can initiate requests in Adviser Online that require client approval. The following resources are available to help your clients access Macquarie Authenticator: | All |
Payments above $500k | Adviser Initiated Payments (AIPs) have a limit of $500,000 (excluding rollovers). We’ll continue to accept paper forms for payments above $500,000. Paper forms can be accessed in Adviser Tools. | All |
Clients with outstanding AML/CTF requirements | We regularly check in with you and your clients to confirm we have the right details about their identity, source of funds, and reasons for investing with us. This is part of our regulatory obligation due to Anti-Money Laundering/Counter Terrorism Financing. You won’t be able to initiate digital requests for clients with outstanding AML/CTF requirements. For more information, please visit Regulatory identity checks for investing clients. | All |
Non-standard signatories on an account | You won’t be able to initiate requests requiring client approval for super or pension accounts with a power of attorney. We’ll continue to accept paper forms for these accounts. Paper forms can be accessed in Adviser Tools. | Wrap Super, Wrap Pension |
Deceased estate accounts | Deceased estate accounts can’t use digital requests in Adviser Online. We’ll continue to accept paper forms for these accounts. Please refer to the Deceased estates checklist. | All |
| Transition to retirement accounts | Transition to retirement pensions can’t use Adviser Initiated Payments (AIPs). We’ll continue to accept the super and pension withdrawal/rollover form available in Adviser Tools. | Wrap Pension |
Term allocated pension accounts | Term allocated pensions can’t use Adviser Initiated Payments (AIPs). We’ll continue to accept the super and pension withdrawal/rollover form available in Adviser Tools. | Wrap Pension |
| Clients Macquarie ID is locked | You can’t submit requests for client approval when their Macquarie ID is locked. Your client will need to unlock their Macquarie ID. Refer to Macquarie ID and password for more information. | All |
| Clients who are temporary residents | Temporary residents can’t use Adviser Initiated Payments (AIPs) for super and pension. Refer to the following article on applying for a departing Australia superannuation payment. | Wrap Super, Wrap Pension |