Manulife ID
Support centre

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Find answers to your questions

Click on a card below to scan resources and FAQ according to business category. Note that setting up a Manulife ID will be required for everyone in the coming months.

Group Benefits

If your Group Benefits are through your employer

Group Retirement or VIP Room

If you’re setting up Manulife ID for a Group Retirement or VIP Room account

Affinity SecureServe®

If your benefits or accounts are through an affinity insurance program*

Personal insurance

If you bought your life or living benefits insurance coverage through an advisor

Manulife Bank

If you’re setting up Manulife ID for a Manulife Bank account

Private Wealth

If you're setting up Manulife ID for a Private Wealth account

If you have both a group benefits and group retirement account, you’ll need to connect each account – in two separate steps – to your Manulife ID.

*What do we mean by  ‘Affinity SecureServe’ or ‘affinity insurance program’? It’s for customers that have insurance through professional or alumni associations, retiree organizations, financial institutions, retailers or other specialty groups across Canada.

Benefits

Manulife ID is a new way to connect to and access your Manulife account(s) online. Once you register and connect your accounts, one single username and password provides access to them all. If you have one, two or more accounts, your Manulife ID is the same for each one, and includes these benefits:

All-around security

Two-step verification lets us confirm your identity to keep important information safe.

Easy setup

With guided help, we walk with you and help you set up your new username and password.

Simplified experience

Once connected to Manulife ID, you can switch between accounts or devices more easily.

Frequently asked questions

To access the FAQ, simply click on one of the plus sign (+) icons below to open that drop-down. Each question has its own drop-down. To close the drop-down, click on the icon again, or anywhere along that drop-down’s title.

Find more FAQ on each group’s Manulife ID support page. To access those pages, click on the relevant card at the top of this page.

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, Group Retirement or Affinity insurance (SecureServe) 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!

There’s nothing you need to create your Manulife ID. But after you’ve created one, you’ll need to connect your Manulife account(s) to the new ID. That’s another step.

Depending on how you’re connected to Manulife (i.e., Group Benefits, Group Retirement or VIP Room, Affinity insurance), certain steps are required. You can find more details about those steps on the dedicated Manulife ID support pages above. Simply click on yours to find more information.

If you have questions, though, don’t worry – our contact centre representatives can help. Here are their phone numbers:

We are open between 8 a.m. and 8 p.m. EST Monday to Friday.

Group Benefits customers:

If you’re not ready to create your Manulife ID  yet, you can continue to sign in the way you always have – with your plan contract number, certificate number, and current password.

But, if you are using our mobile app to access your group benefits account, you will need to create your Manulife ID to use the app.

Setting up a Manulife ID will be required in the coming months. We encourage you to take a few minutes to do it now. 

Affinity insurance customers:

Yes, you now need a Manulife ID to continue accessing our services, including SecureServe.

Group Retirement or VIP Room customers:

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.

Resources and answers to many questions may be found on the dedicated Manulife ID support pages for each customer group above. Simply click on yours to find more information.

But if you’re still having trouble, don’t worry. Just give us a call at one of the following numbers:

We are open between 8 a.m. and 8 p.m. EST Monday to Friday.

Group Benefits customers:

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 Connect your group benefits plan page, put in the plan contract number, member certificate number and password you’ve always used before when signing into your group benefits account.
  • Then, simply click Connect

If you haven’t registered to access your group benefits account online before, under Are you new to group benefits? click Get started.

Affinity Insurance customers:

Sign in with your Manulife ID. You'll only need to do this once!

  • Once signed in, select SecureServe
  • Follow the on-screen instructions to provide your plan number, identification number and SecureServe password.

Once you’ve done this, you won’t need your SecureServe password any more. You’ll use your Manulife ID to sign in instead.

If you haven’t accessed SecureServe before, follow the steps above – but instead of entering numbers, look for “Get Started” at the bottom of the page. You’ll be guided to register for SecureServe and connect it to your Manulife ID.

Group Retirement or VIP Room customers:

 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.

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

Plan sponsors or administrators

Plan sponsors or administrators have one Manulife ID for their business and a separate one for personal accounts, if they have personal accounts with us.

In other words, if a sponsor/administrator is also a retail customer (or group plan member personally), they need a second Manulife ID to attach their personal accounts to. They will have two Manulife ID.

Go to the Sponsor Manulife ID support page for Group Retirement
Go to the Sponsor Manulife ID support page for Group Benefits

Advisors

Advisors also have a separate Advisor Manulife ID, distinct from the one they attach their personal accounts to. They will have two Manulife ID.

Go to the Advisor Manulife ID support page for Group Retirement