Manulife ID support for
Personal insurance

What will I use my Manulife ID for?
After it’s activated, you’ll use your Manulife ID to sign in to the insurance Secure Site, or any other online accounts you have with us.

What other services can I access through my Manulife ID?
As well as the insurance Secure Site,  your Manulife ID provides access to any of the following:

• Manulife Bank (personal and business)
• Group Benefits
• Group Retirement or VIP Room
• Manulife Securities
• Manulife Investment Management
• Private Wealth solutions
• Manulife Vitality – for individual insurance customers
• Manulife Vitality – for group benefits customers

Do I have to set up a Manulife ID?
Yes. You must have a Manulife ID to continue accessing our services, including the insurance Secure Site.

What if I don't want to provide an email address to set up my Manulife ID?
An email address is required to set up your Manulife ID. You can’t activate your account without one. An email address is mandatory for security reasons, including the set up of two-factor authentication and account recovery.

Is Manulife ID difficult to set up?
Setting up a Manulife ID is not difficult. Simply take these three steps:

1. Create your Manulife ID (using one username and password)
2. Activate your Manulife ID
3. Connect your policy to your Manulife ID

What do I need to set up my Manulife ID and connect it to the insurance Secure Site?
To connect your insurance products to your Manulife ID, we need the following information:

• policy number
• postal code/zip code
• date of birth of the person insured under the policy
• name of the policy owner (entered exactly as it appears on the policy documents)

If you can't find the information, don't worry – we can help. Call us at 1-800-268-3763. Remember, you'll only need to connect your policy to your Manulife ID once. 

I think I already have a Manulife ID. Is that possible?
Yes, that’s possible. You may have already set up your Manulife ID to access another Manulife product or service. If you're unsure, try retrieving your username. If you already have a Manulife ID, you'll receive an email in less than five minutes.

Can I set up more than one Manulife ID?
We don’t recommend setting up more than one Manulife ID for personal use. That's because Manulife ID is meant to be a ‘single set of credentials’ that lets you conveniently access all your Manulife products and services, using the same identification.

These would be the only exceptions to that recommendation:

• If your policy is jointly owned, both owners would each create separate Manulife IDs. Then each owner can connect their ID to the same policy. (For more information on how to connect a jointly owned policy to your Manulife ID, please go to the question about jointly owned policies under the 'Connect your policy to your Manulife ID' section lower on this page.)
  
• If you're also an advisor selling Manulife products, you'll need a separate Advisor Manulife ID to log in to your tools.
  
• If you're a plan sponsor for group products, you'll need a separate Plan Sponsor Manulife ID to log in to your tools.

Will my Manulife ID password expire?
No, Manulife ID passwords don’t expire. We do recommend changing your password occasionally – at least once every six months. Also, if you ever think your account or device has been compromised, we recommend changing your password as soon as possible after you find out.

After I set up my Manulife ID, I wasn’t able to sign in using my new credentials.
The last step in setting up your Manulife ID is to click on the ‘Activate’ button in the email we send you (part of the set up process). That link stays active for 15 minutes from the time it’s sent. After 15 minutes, when you click ‘Activate’, you’ll receive an error message. In that case, you’ll need to start the set up process again.

I didn't get the ‘activation’ email. What should I do?
If you didn't receive the activation email, please try the following:

• Check your spam or junk folders to see if the email is in there
• Wait 15 minutes and try setting up your Manulife ID again
• If you’re using your work email address, it’s possible the activation email has been blocked by your employer’s email security settings. If that’s the case, you can try using a different email address.

I've clicked the link in the 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 that 15 minutes has passed, you’ll receive an error message saying: “Sorry, this link isn’t active anymore.”  When setting up your Manulife ID, it’s important to activate it right away. If you don’t, you’ll have to start the set up process over again from the beginning.

I don't want to provide a mobile number. Why do you need it?
Providing both an email address and mobile number will make it easier for you to use various self-serve options going forward. It also helps keep your account secure. However, you can still set up your Manulife ID without a mobile number. If you skip the option and want to add your mobile number later, you can do that by going to ‘Profile’, then clicking on ‘Manage your Manulife ID’.

I added my mobile number and was asked to enter a code to confirm my number, but I didn’t get a code. What should I do?
These troubleshooting tips may help explain why the code did not arrive:

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

Then, 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, please give us a call at 1-800-268-3763.

Tip: If you requested multiple verification codes, only the newest one will work. Remember that a one-time code expires in 15 minutes after being sent.

Do I have to connect my policy every time I sign in?
No, you don’t have to connect your policy each time. You only have to connect your Manulife ID to your policy (or any other Manulife product) once. If you have several different accounts, you’ll need to connect each one separately to your Manulife ID. But once each one is connected, they stay connected to your Manulife ID.

How do I know if I have more than one Manulife account to connect to my Manulife ID?
If you needed to sign in to more than one Manulife web page to access different accounts before, it's highly likely you have more than one Manulife account to connect to your Manulife ID.

When you first sign in with your Manulife ID, you're taken to a page that asks you which account you want to sign in to. That page lists all the accounts available to connect to a Manulife ID to.

To connect another account to your ID – in addition to your life insurance policy (e.g., Manulife Vitality) – simply click on the Manulife Vitality link on that page and follow the steps to connect your Vitality account to your ID.

Once you connect all your accounts to your Manulife ID, you'll have access to each one under the same username and password. Once you sign in, you'll also be able to move more easily between your different accounts.

My policy is jointly owned. Do we both need to connect the policy to each of our Manulife IDs, or does just one of us need to do so?
To have access online to the policy details, both of you will need to connect the policy to your individual Manulife IDs. These are the steps to take:

If the policy owner names (e.g., two names) appear on separate lines on the policy document:

• When setting up their individual Manulife IDs, each person must enter their own name (not both names) in the 'connect your policy' field.

If the policy owner names (e.g., two names) appear together on one line on the policy document:

• When setting up their individual Manulife IDs, each person must enter both of their names – exactly as they appear (e.g., John Doe and Jane Deer), in the order in which they appear – in the 'connect your policy' field.

How can I get help with setting up my Manulife ID?
If this page doesn't provide the answers you're looking for, please call us with your questions or concerns at 1-800-268-3763.

After I entered my information, I received a message saying, "Hang on - it looks like you might already have a Manulife ID". What do I do?
That message confirms we found a match in our database with the same combination of personal information. If you’re not sure if you have a Manulife ID, please click on the ‘Forgot username’ link and enter your email address. If you already have one, you’ll get an email from us – in less than five minutes – confirming that fact. If you remember that you do have a Manulife ID, you can click on Sign in. Otherwise, please click on ‘Create a new Manulife ID’ to continue.

I'm getting a message saying my Manulife ID has been temporarily locked. What should I do?
This can happen if you try to sign in a few times with the wrong password. If that happens, we lock the account to keep your information safe. To unlock your account, please click on the ‘Forgot your password’ link. We’ll send you a one-time code by email or text (depending on the preference you set). If you still have trouble unlocking your account after that, please give us a call at 1-800-268-3763.

I forgot my Manulife ID password and requested a one-time code to be sent to my email (through the 'Forgot your password' link) but I didn't get it. What should I do?
Here are a few troubleshooting tips you can try if this happens:

• 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 to confirm 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 (e.g., if you asked for it by text before, you can now ask for it by email)
  

If you still don't receive the one-time code, give us a call at 1-800-268-3763.

How do I change my Manulife ID username or password?
To change your 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’. There you can:

• change your username or password
• update your email address
• update your mobile phone number
• update other personal information

I saw a suggestion to "clear my browser's cache" and try again, before calling in if I'm having trouble. What does that mean?
Websites you’ve visited before may be stored in your browser’s 'cache' (similar to a 'history' of sites you’ve been to). After a while, that digital information can lead to display or access problems on other pages or forms. Clearing your 'cache' can fix many common issues, and lets you start over with a clean slate. 

To clear your 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 (Mac):

1. Go the Safari app, 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’

Is there a specific browser I should be using?
For the best experience, we would recommend using the latest version of one of the following browsers:

• Google Chrome
• Safari
• Firefox
• Microsoft Edge

What if I don’t want to provide an email address to set up my Manulife ID?
An email address is required to set up your Manulife ID. You can’t activate your account without one. An email address is mandatory for security reasons, including the set up of two-factor authentication and account recovery.