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GROUP RETIREMENT  MANULIFE ID SUPPORT


On this page
 * Manulife ID
 * Video
 * Resources
 * Tell me about Manulife ID
 * Getting started – Create your Manulife ID
 * Help to activate your Manulife ID
 * Help to connect your accounts
 * Manulife Mobile app

On this page
Manulife ID Video Resources Tell me about Manulife ID Getting started – Create
your Manulife ID Help to activate your Manulife ID Help to connect your accounts
Manulife Mobile app

If your page isn’t loading or if you’re experiencing technical challenges while
setting up your Manulife ID:

• try clicking your browser’s Refresh button

• check your preferences or settings in your web browser to allow pop-ups from
Manulife.ca


MANULIFE ID – ONE SECURE ONLINE ID FOR ALL YOUR MANULIFE PRODUCTS AND SERVICES

Manulife ID is a new single, secure login for everything you have with us. Your
new ID is one set of credentials: a username and a password. It replaces all
your old usernames and passwords, and you will use it to sign in to all your
Manulife accounts.



ALL-AROUND SECURITY


Two-step verification helps us make sure you're you and keep your important plan
information safe.


EASY SETUP

Setting up your Manulife ID is easy. With user-friendly design and guided help,
we walk you through each step of setting your new username and password:

1. Create it by setting up a new username and password

2. Activate it by e-mail within the next 15 minutes

3. Connect it to your online account using your old credentials. If you’re new
use your registration info instead.


SAME GREAT EXPERIENCE

Whether you use a desktop or mobile device, you get a simplified online
experience to access all your products.

Sign in from a Manulife website or mobile app. Connect all your accounts. Once
you’ve connected everything, you can switch easily between each of your Manulife
accounts. No matter where you’re starting from, you have all your Manulife
resources and products at your fingertips.


LEARN MORE

If you have questions about your new Manulife ID, we have resources to help you
find the answers, such as the FAQ below.




VIDEO


SETTING UP YOUR MANULIFE ID

In this video, we’ll show you step by step how to set up your Manulife ID and
connect your Group Retirement account.



Download a Transcript (PDF)


RESOURCES


Please log in to view more results.

How to set up your Manulife ID





TELL ME ABOUT MANULIFE ID

What is Manulife ID?

Manulife ID is a single, secure ID to help simplify your everyday. It replaces
your old Manulife usernames and passwords with one ID for all your Manulife
accounts – both personal and your employer plans!

With Manulife ID, you’ll get a simplified online experience that makes it easy
to access your plans.

What will I use my Manulife ID for?

After you create and activate your Manulife ID, you’ll connect it to your group
retirement account(s) and all your other Manulife account(s) as they become
available.

Once you setup your Manulife ID you only need to connect your accounts once!

Then, use your Manulife ID to sign in online. It’s quick to switch between your
accounts under that one single sign in experience – giving you easy access to a
clearer picture of your finances. 

I think I already have a Manulife ID. Is that possible?

Actually, it is! If you have any of these products, your existing username and
password have automatically become your Manulife ID.

 * Retirement Redefined
 * Manulife Securities
 * Manulife Investment Management
 * Manulife Vitality (Individual Insurance)
   Vitality is a trademark of Vitality Group International, Inc., and is used by
   The Manufacturers Life Insurance Company and its affiliates under license.

Here’s how you can check to be sure. Go to the homepage and click on Forgot your
username?. If you have a Manulife ID, you’ll get an email in less than five
minutes.

Or, you may have also set up your Manulife ID with Manulife Bank or Group
Benefits.

What accounts can I access through my Manulife ID?

You can use your Manulife ID to connect to any of the following accounts you may
hold:

 * Group Retirement
 * Group Benefits
 * Manulife Bank
 * Manulife Securities
 * Manulife Investment Management
 * Manulife Vitality (Individual Insurance)
   Vitality is a trademark of Vitality Group International, Inc., and is used by
   The Manufacturers Life Insurance Company and its affiliates under license.

Do I have to set up a Manulife ID?

Yes. If you don’t already have a Manulife ID, you’ll need to set one up to
access your Group Retirement accounts going forward. Your new Manulife ID will
allow you to sign in and manage both your individual and group accounts online –
see your account balances and statements, send documents, check how your
investments are doing and more.

When do I have to set up a Manulife ID?

You’ll need to set up a new Manulife ID the first time you go to sign in to your
accounts. After that, you’ll simply sign in using your Manulife ID to manage
your Manulife accounts all in one place.


Is Manulife ID difficult to set up?

Setting up a Manulife ID is simple! It’s one username and password -- the same
kind of information you use now to manage your Group Retirement plan. With
user-friendly designs and guided help, we’ll walk you through the process of
setting up your new Manulife ID.

Simply:

 1. Create it
 2. Activate it
 3. Connect it

... and go!

Can I set up my Manulife ID using the Manulife Mobile app?

The Manulife Mobile app will be updated throughout December.  Once your app is
updated, the next time you open it, you’ll be prompted to use your Manulife ID. 
You can set up your Manulife ID within the app.  If you already have one, use
your Manulife ID to sign in.

What if I have benefits with Manulife through my employer as well?

Once you have your Manulife ID, you can connect your group benefits accounts as
well! Find more information about Manulife ID and your benefits accounts here.


GETTING STARTED – CREATE YOUR MANULIFE ID

What if my page isn’t loading or I’m experiencing technical challenges while
setting up my Manulife ID?

If your page isn’t loading or if you’re experiencing technical challenges while
setting up your Manulife ID:

 * try clicking your browser’s Refresh button
 * check your preferences or settings in your web browser to allow pop-ups from
   Manulife.ca

How can I get help to set up my Manulife ID?

You’ve come to the right place! We have the tools and resources to help you.
Here are some links to a video overview, and a how to guide. Plus, FAQs to help
you quickly and easily get set up and on your way.

And as always, we’re here to help! If you’re still having trouble after looking
at the above resources, give us a call at 1-877-666-2764.  

I already have a Manulife ID. How do I connect my accounts to it?

You’ll need to connect your group retirement account to your Manulife ID. You’ll
only need to do this once!

First, sign in with your Manulife ID, then:

If you already used the group retirement secure site before setting up your
Manulife ID:

 * On the Go to your products page, click on the Group Retirement tile.

On the Connect your existing online account page, enter the email address or
user ID and password you used before you got a Manulife ID and click Connect.

If you’ve never used the group retirement secure site before:

 * On the Go to your products page, click on the Group Retirement tile.
 * On the Connect your existing online account page, enter your customer number
   or registration ID and click Get registered on the right-hand side of the
   screen.
 * Follow the instructions to register for and connect to your account.

Can I set up more than one Manulife ID?

We don’t recommend it. Manulife ID is meant to be a single set of credentials to
access all your Manulife products and services.

I saw a suggestion to “clear my browser’s cache” and try again before calling in
if I’m having troubles. What does that mean?

Websites you’ve visited before can sometimes be stored in your browser’s “cache”
(similar to its “history”).  When a lot of information is stored there, it can
cause display or access problems for some pages and forms. Clearing your cache
starts you off with a clean slate and can fix many common issues you may see.

How do I clear my browser’s cache?

In Google Chrome and Microsoft Edge:

 1. Use the keyboard shortcut Ctrl+Shift+Del (Windows) or Command+Shift+Delete
    (Mac).
 2. Choose “All time” from the “Time range” option at the top
 3. Check “Cached images and files”
 4. Select “Clear data” (“Clear now” in Edge)

In Safari:

 1. Go to “Develop” in the menu bar
 2. Choose “Empty Caches”

You can also clear the cache in Safari on a Mac using the Option+Command+E
keyboard shortcut.

In Firefox:

 1. Use the keyboard shortcut Ctrl+Shift+Del (Windows) or Command+Shift+Delete
    (Mac).
 2. Choose “Everything” from the “Time range to clear” to clear options, if you
    want to clear everything
 3. Check “Cache”
 4. Select “Clear now”

In Internet Explorer:

 1. Did you know, Microsoft announced support for Internet Explorer (IE) is
    coming to an end? Because of that, users may experience website connection
    troubles, garbled text, or other issues when accessing our sites using IE.
 2. Try Microsoft Edge, Chrome or Firefox instead.

Is there a specific browser I should be using?

For the best experience when setting up your Manulife ID, we recommend using the
latest version of one of the following browsers:

 * Google Chrome
 * Safari
 * Firefox
 * Microsoft Edge

Is there any information I should have on hand before I get started?

There’s nothing you need to create your Manulife ID. After you’ve created one,
you’ll need to connect your group retirement account. For that, you’ll need the
following:

 * If you already use your secure online site to view your accounts, all you’ll
   need is the email address or user ID and password you use now to sign in.
   (After putting in your email address or user ID, if you’ve forgotten your
   password just choose the Forgot your password? link for help.)
 * If you haven’t registered to use the site before, there are a couple pieces
   of information you’ll need to have; either:
 * your customer number (it was given to you when you finished enrolling in your
   plan; you can also find it on a statement), or
 * the registration ID (user ID) and/or registration key (password) you got when
   we welcomed you to your program.

If you can’t find the information, don’t worry – our contact centre
representatives can help. Give them a call at 1-877-666-2764.

Do I have to set up a new username and password for my Manulife ID, or can I use
the same ones I use now?

You’ll need to actively choose a username and password when you set up your
Manulife ID. If you want to use the same ones you use for your group retirement
sign in today you can, so long as the username isn’t already taken, and the
password meets the password strength requirements.  

Will my Manulife ID password expire?

No, Manulife ID passwords won’t expire, but we do recommend changing it
occasionally – at least every six months. And if you ever think your account or
device has been compromised, notify us, and you should change your password as
soon as you can.

What if I don’t want to provide an email address to set up my Manulife ID?

An email address is mandatory for Manulife ID setup – you can’t activate your
account without it. It’s used for security reasons, like two-factor
authentication and account recovery.   


HELP TO ACTIVATE YOUR MANULIFE ID

After I set up my Manulife ID, I wasn’t able to sign in using my new
credentials.

To finish setting up your Manulife ID, you need to click the Activate button in
the automated activation email you get from Manulife. You’ll need to click the
button no more than 15 minutes after getting the email.

If the time has passed, you’ll get an error message when you click Activate. If
that happens, you’ll need to set up your Manulife ID again. Make sure to
activate your account within the 15-minute window.

I didn’t get my activation email. What should I do?

Here are some quick tips to try:

 * Check your spam or junk folders
 * Wait 15 minutes and try setting up your Manulife ID again

If you still don’t see an email, contact us at 1-877-666-2764 and we’ll help.

I’ve hit the link in my activation email, but it’s giving me an error message.
What should I do?

The activation email link is only valid for 15 minutes. If you use the link to
activate your account outside of that 15-minute window, you’ll see an error
message saying: “Sorry, this link isn’t active anymore”.

It’s important to activate your Manulife ID right away. If you don’t, you’ll
have to start over again with setting up your Manulife ID from the beginning.

If you’re still having problems with the activation link, give us a call at
1-877-666-2764. We’re here to help.

I don’t want to include a mobile number. Why do you need it?

Providing both an email address and a mobile number will make it easier for you
to use the various self-serve options available and helps keep your account
secure. But you’re still able to set up your Manulife ID without it. We’ll only
ask you for it once – if you skip the option and want to add it later, you can
do that. Just go to Manage Manulife ID on your Manulife ID or group retirement
site.


HELP TO CONNECT YOUR ACCOUNTS

How do I connect my Group Retirement account?

Once you’ve created your Manulife ID, you’ll need to connect your Group
Retirement accounts to your Manulife ID. You’ll only need to connect your
accounts once.

If prompted, select the Group Retirement tile (see below) and follow the steps
on this PDF to connect your Group Retirement account to your new ID. 



Where can I find my customer number or registration ID (or user ID)?

You can find your unique customer number on your welcome letter or a recent
statement. Your registration ID (or user ID) was in a letter or email we sent to
you when we welcomed you to your program.

Note: This is different from your Manulife ID credentials. We may refer to them
by a different name, so if you don’t know what to enter, click the question mark
tool tips on the web page for more information.

If you can’t find your customer number or registration ID (or user ID), give us
a call at 1-877-666-2764 and we'll get you what you need.

Why do I have to connect my accounts?

Connecting your account is another way for us to keep you and your money safe –
it’s one more way we’re making sure you’re you. Follow the intuitive steps to
connect your existing group retirement accounts to your new Manulife ID.

Do I have to connect my accounts every time I sign in?

No. Connecting your accounts is a one-time process. If you have multiple
accounts, you’ll have to connect them one at a time. But once connected, they
stay connected and you can quickly and easily switch between them after signing
in using your new Manulife ID.

How do I know if I have more than one Manulife account to connect?

Do you currently sign in to more than one Manulife webpage to access your
accounts? When you sign in with your Manulife ID, we’ll direct you to a page
asking you where you want to go. On that page, you’ll see all the accounts
available to connect to your Manulife ID. If you have another account, like
group benefits, simply click on that tile and follow the steps to connect that
account to your new ID.

Once you set up your Manulife ID and connect your accounts, you’ll have access
to them under one simple, secure username and password. Sign in once and move
between your accounts quickly and easily!

I don’t remember what password I used to sign in to my Group Retirement account.
How do I reset it?

Once you’ve created your Manulife ID, select GO under Group Retirement on the
product page. Click on Forgot your password? and follow the instructions to
change your password. 

When I went to connect my group retirement account to my Manulife ID, I forgot
my old group retirement password. I hit Forgot your password but nothing seems
to be happening.

When you click on Forgot your password, a new tab opens in your browser. Check
your browser tabs to see if it’s there. Tab didn’t open? Check the preferences
or settings in your web browser and allow pop-ups from Manulife.ca.

I’m trying to connect my group retirement account, but I need to reset my
password. I don’t have access to the email address on file for my old account
login anymore. How can I get the password reset email?

Give us a call at 1-877-666-2764 – we can help. 

I’m getting a message saying my Manulife ID has been temporarily locked. What
should I do?

This can happen in a few different instances, like after you try to sign in a
few times with the wrong password. To unlock your account, click Forgot your
password?. We’ll send you a one-time code by email or text, depending on the
preference you’ve set.

If you’re still having trouble, give us a call at 1-877-666-2764.

I forgot my Manulife ID password and requested a one-time code through the
Forgot your password link but didn’t get it. What should I do?

Here are a couple of troubleshooting tips you can use: 

 * Verify you’re connected to the internet
 * Check your junk and spam folders to see if the code was accidentally sent
   there
 * On the Enter the code screen, double-check if the code was sent by email or
   text
 * On the Enter the code screen, ask for a new code or try another way of
   getting the code (for example, if you asked for it by text before,
   you can now ask for it by email)

If you still haven’t received the one-time code, give us a
call at 1-877-666-2764. 

Tip: If you requested multiple verification codes, only the newest
one will work. A one-time code expires after 15 minutes.

How do I change my Manulife ID username or password?

When you sign in with your Manulife ID (and before you choose your account), go
to Profile then Manage Your Manulife ID. This is where you manage your Manulife
ID. That includes updating your email and mobile number, changing your username
or password, or updating the personal information you gave us to set up your
Manulife ID.


MANULIFE MOBILE APP

How does Manulife ID impact the Manulife Mobile app?

If you've already set up a Manulife ID, simply open the app and sign in with
your Manulife ID username and password.

If you've never signed in to your group retirement account and have downloaded
the app, you'll first need to set up your Manulife ID. Follow the instructions
on your app to set up your ID and connect your group retirement account.


Can I sign in to both my group retirement and group benefits accounts on the
Manulife Mobile app when it launches?

Yes! You'll be able to access all your group accounts from the app, once the
accounts are connected to your Manulife ID.

When Manulife ID becomes available on the Manulife Mobile app, will I be
notified?

That depends:

If you have auto updates enabled on the app, you'll automatically see the new
version of the app when it becomes available to you. You'll need to follow the
new set up or sign in process for Manulife ID.

If you don't have auto updates enabled on the app, you'll be prompted to update
the app via your app store. Only once you update the app, will you be able to
sign in or set up your Manulife ID via the app.

How does Manulife ID work with face or fingerprint sign-in (biometrics) on the
Manulife Mobile app?

Since Manulife ID will be replacing your old sign in credentials on the app,
you'll need to enable biometrics for Manulife ID to use fingerprint or face
recognition to access the app going forward.

What accounts can I access through the Manulife Mobile app?

You can only access your group benefits and group retirement accounts through
the Manulife Mobile app since it’s a shared app.

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countries, Safari is a trademark of Apple Inc., registered in the U.S. and other
countries and regions, Microsoft is a trademark of the Microsoft group of
companies


Call us

1-877-666-2764

1-877-666-2764

Open Monday to Friday between 8 a.m. and 8 p.m. ET




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