Group Retirement  Manulife ID support

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

• Retirement Redefined
• Manulife Wealth
• Manulife Investment Management

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.

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

• Group Retirement
• Group Benefits
• Manulife Bank
• Manulife Wealth
• Manulife Investment Management

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.

Yes! You can set up your Manulife ID within the app. If you already have one, use your Manulife ID to sign in. 

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.

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.  

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 and then:

• Enter your customer number or registration ID. We sent this to you in an email or letter when you joined the program.
  • If you have a policy number that's up to 8 digits long with no letters, you received a customer number.
  • If you have a client number that starts with “RS,” you received a registration ID. (If you didn't get a registration ID, enter your user ID instead.)
• Follow the instructions to register and connect your account.

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

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.

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.

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

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.

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.  

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.

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.   

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.

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.

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.

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.

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.

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.

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!

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.

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

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.

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.

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.

If you received a passcode from Manulife to verify your identity through a two-step authentication process – but you didn’t ask for one – that could mean:

• Someone with a similar username as you made an error entering information, which triggered our reaching out to you in error (this is usually the case)
• Someone may be trying to sign in to your account using your Manulife ID

The reason we have two-step authentication is to prevent someone other than yourself from signing in to your account. If you received a code, that means the security protection is working.

If you find yourself in this situation, you can do one of three things:

1. Ignore the email, as the attempted sign in will fail without the second step being completed
2. Sign in to your account and review your information to confirm all is well
3. Contact us – find our contact information (according to business segment) on our contact us page

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

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.

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