FAQs

Q. Who can use HOOPP Connect?

Active members (full or part-time)
Members on leave
Pensioners (retirees or disability pension)
Surviving spouses
Former spouses who are beneficiaries receiving pension payments
Deferred pensioners

Q. Who can't use HOOPP Connect?

Non-members (including those considering or about to join, those who took their benefit out of HOOPP, etc.)
Spouse of living member (unless using it with your spouse)
Employers (unless using it with the employee member)
Former spouses who are not designated as a beneficiary

Q. What can't I do on HOOPP Connect?

Active members cannot change their work e-mail or permanent mailing addresses. This information is maintained by their employer so employees must contact them if their contact information has changed.
Remove a primary beneficiary. Contact HOOPP.
Resign from your job.
Enrol in HOOPP. This is done by your employer.
Perform a buyback estimate or purchase. Get more information from hoopp.com
Get newsletters, forms, or most educational info. Go to hoopp.com for this information.

Q. Can I use my HOOPP Connect password to access the HOOPP phone system when calling in?

A. Yes! It's easier to set up your password in HOOPP Connect and calling in is much faster when you use your password.

If you already have a password for the phone system, you must use the same password for HOOPP Connect. This is because the two systems are interconnected, and therefore, you can't have one password for HOOPP Connect and a different one for the phone system.

Q. I tried to get a password, but it says my address is not valid. What do I do?

A. If you have moved and not updated your address with HOOPP, the system will not recognize you as a member when you enter your postal code. You'll need to first report your new address to HOOPP in order to register. Be sure to also inform your employer of your address change.

Q. What if I forget my password or user ID?

A. Click on "I Forgot my Password" on the login page and it will be sent to you by Canada Post (for security).

Q. Can I send you questions via e-mail?

A. Yes. The e-mail address of HOOPP's Client Services Team is clientservices@hoopp.com.

Just remember that security cannot be guaranteed for internet e-mail messages so don't include your SIN or banking information when contacting HOOPP by e-mail.

Q. Why can't I remove my spouse as a beneficiary?

A. If you have a qualifying spouse he or she is by law your primary beneficiary and is automatically first in line for any benefits payable from HOOPP upon your death unless a waiver has been signed. This entitlement is guaranteed under Ontario's Pension Benefits Act.

A member's qualifying spouse is someone who, at the time a determination is needed:

is legally married to the member, but is not separated from the member; or
has been living with the member continuously in a conjugal relationship for at least a year; or
is the mother or father (natural or adoptive) of the member's child, and lives with the member in a relationship of some permanence.

Q. Why can't I see my beneficiary information?

A. If you are retired and receiving payments, the beneficiary choices you made when you retired cannot be changed. You will not be able to access your beneficiary information in HOOPP Connect. Contact a HOOPP Client Service Specialist if you have questions about your beneficiaries.

Q. Can I arrange a deposit to a U.S. bank?

A. No. HOOPP deposits pensions to Canadian banking accounts.

Q. Can I cancel my request to begin receiving my pension?

A. Yes. Once you initiate or complete the retirement process using HOOPP Connect, you are allowed to cancel the retirement before submitting it. If you choose to cancel, you must then start the retirement process from the beginning. If you submit your request to commence retirement and subsequently wish to cancel that request, you must notify HOOPP immediately, as well as your employer.

Retirement cancellations by the member are not permitted after a payment has been issued as the page is no longer accessible to the member. Once a payment has been sent, cancellations or changes would need to be transacted through a Client Service Representative in order to assess payment implications.

Q. What if I do something wrong or unintended on HC?

A. HOOPP Connect will prompt you before finalizing most transactions – you'll be able to confirm your action and cancel it if you want to. You will also get an error message if HOOPP Connect cannot fulfil your request. You can always contact HOOPP if you have questions about a transaction you are trying to complete.

Q. What's the difference between HOOPP Connect and hoopp.com?

A. Use HOOPP Connect to access your personal information and make updates or changes. It's a secure site for performing transactions or viewing personal pension information. Hoopp.com is a public website and your source for all educational materials, forms, contests, surveys, news and other member tools. No personal member data is available on hoopp.com.

Q. What's the difference between HOOPP ESE and HOOPP Connect?

A. HOOPP ESE is the Employer Secure Environment. It is the transactional site for HOOPP Employers to perform functions such as active member address updates, enrolments, Notice of Termination, and Service, Earnings and Contributions Reports. HOOPP Connect is the transactional site for members and pensioners to review and update their pension information, perform retirement income estimates, receive pension documents, and even commence retirement, all securely and electronically. Employers cannot access HOOPP Connect (other than for their own personal data as a member) and members and pensioners cannot access ESE.

Q. Why is there only one graph in my saved retirement income projections?

A. When you review your saved projections, only one bar graph displays – the graph for income before age 65 – but all the information for both before age 65 and after age 65 can be found in the details underneath the graph.

Q. How long can documents be stored in my Secure Mailbox?

A. Different documents are stored for different lengths of time:

Authorization and Confirmation letters = 90 days
Annual Statement = 1 year
COLA Statement = 1 year
Tax Slips = 1 year