Group Benefits Manulife ID support

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One secure online ID for all your Manulife products and services

Your Manulife ID is your key to all things Manulife. It’s a single, secure username and password for everything you have with us. Manulife ID is a new secure way of accessing all Manulife products and services.

Setting up your Manulife ID

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

Download a transcript (PDF)

Group Benefits mobile app

If you use our Group Benefits mobile app – to continue using the app – you must set up your Manulife ID and connect your group benefits account to it.

All-around security

Two-step verification helps us make sure you're you! And it helps 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 the process of setting your new username and password.

Simplified online experience

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

Sign in from a Manulife website or mobile apps. Connect all your accounts. Once you’ve connected everything, you can switch easily between each of your Manulife accounts.

Want to get started with Manulife ID?

The best way to get started is through our sign-in page.

 

Frequently asked questions

Tell me about Manulife ID

Manulife ID is a new secure way of accessing all Manulife products and services.

Setup is simple, and we guide you every step of the way.  

If you haven’t done so already, setting up a Manulife ID will be required to access your account online.

After you create and activate your Manulife ID, you’ll connect it to your group benefits account and other Manulife accounts you may hold as well.

If you already have a Manulife ID, you can use it now to connect to any of the following accounts you may hold:

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

Yes, Manulife ID is how you’ll access your account from now on. If you haven't created one already, it's time to do so.

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 benefits and group retirement plans. 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!

You will need to have your plan contract number and member certificate number.

You can find your plan contract number and member certificate number on your benefits card. Grab a digital benefits card today through the Manulife Mobile app or sign in to your plan on the website.

Yes, if you’re using Manulife mobile apps, you’ll need to create a Manulife ID the next time you sign in. You can create your Manulife ID on the app or through Manulife website. 

If you have already set up your Manulife ID, use it to sign in to the mobile app.  

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

Getting started – create your Manulife ID

You’ve come to the right place! On this page, you’ll find resources 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, give us a call at 1-800-268-6195.  

Some areas of our business have already launched Manulife ID – which means it may sound familiar to you! If you’re not sure if you have a Manulife ID, go to the homepage and click on Forgot your username, then enter your email address. If you have a Manulife ID, you’ll get an email in less than five minutes. 

Sign in with your Manulife ID, then follow the steps below. You’ll only need to do this once!

  • On the Go to your products page, click on the Group benefits tile
  • On the Active your group benefits plan page:
  • If you haven't registered to access your group benefits account online before, complete the form using your plan contract number and certificate number.
    Then, click Connect
  • If you're an existing member, click Let's connect you at the bottom of the page
  • On the Connect your group benefits plan page, put in your plan contract number, member certificate number and password you used before when signing into your group benefits account, and connect.

This means we found a match to a record with a combination of the same personal information.

If you’re not sure you have a Manulife ID, you can click on Forgot username and enter your email address. If you have a Manulife ID, you’ll get an email in less than five minutes.

If you remember your Manulife ID, you can click on Sign in.

Otherwise, you can click Create a new Manulife ID anyway to continue if you’re certain you don’t already have a Manulife ID.

We don’t recommend setting up more than one. 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 and
  4. Select Clear data (Clear now in Edge)

In Safari:

  1. Go the Safari app (Mac), choose History > Clear History, then click the pop-up menu
  2. Choose how far back you want your browsing history cleared
  3. Select Clear History

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 options, if you want to clear everything
  3. Check Cache
  4. Select Clear now

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 benefits account. For that, you’ll need the following:

  • Plan contract number*
  • Member certificate number*
  • Group benefits password you used to sign in before setting up your Manulife ID

* You can find those numbers on you benefits card.

If you can’t find the information, don’t worry – our contact centre representatives can help. Give them a call at 1 800 268-6195.

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, 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.

Help to activate your Manulife ID

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.

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’re using your work email address, it is also possible that the activation email is blocked by your employer’s email security settings. You can try using another email address.

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 and set up your Manulife ID from the beginning.

Providing both an email address and 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 Profile, then Manage your Manulife ID on your Manulife ID or group benefits site. 

Here are a couple troubleshooting tips you can use:

  • Make sure your phone is turned on
  • Check your device settings (SMS may be turned off)
  • Is your phone experiencing carrier issues, network issues, or out of reach?
  • Check the phone number you entered is correct

On the Let’s confirm your mobile number screen, click “go back” and try again

If you still haven’t received the one-time code, give us a call at 1 800 268-6195.

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

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

Help to connect your accounts

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 retirement, 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!

This can happen in a few different instances, like after you try to sign in a few times with the wrong password. We do this to keep your information safe. 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 1 800 268-6195.

Here are a couple 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 1 800 268-6195.

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

Here are a couple troubleshooting tips you can use:

  • Make sure your phone is turned on
  • Check your device settings (SMS may be turned off)
  • Is your phone experiencing carrier issues, network issues, or out of reach?
  • 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 1 800 268-6195. 

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. 

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