Need help or want to contact us?
Check out our top tips or give us a call.
Accessing the website
Have you registered?
Register your online account to keep it secure.
- Choose “Register” and follow the instructions.
- Remember your username and password for future visits to the site.
- For help registering, watch our website video.
Did you get a message saying we couldn’t find you in the system?
There could be a couple reasons why we couldn’t find you.
- If your plan recently moved to Manulife John Hancock retirement, we may not have received your information yet. Please contact your plan administrator or employer for help.
- We might have incorrect information in our files. Please contact your plan administrator or employer to verify your information.
- If you chose “Forgot username” and have received this message, please register your account again.
Who’s my plan administrator/sponsor?
Your plan administrator is usually someone in your company’s human resources department.
Multiple accounts
Do you have more than one Manulife John Hancock retirement plan?
If you have more than one Manulife John Hancock retirement plan, and all your accounts use the exact same last name, Social Security number, and date of birth, you can access them all from your homepage.
- Sign in to the website.
- Choose the drop-down menu to see all your accounts.
- Select the account you want to view.
- You may be asked to register each account to access the information.
Why do I have to register all my accounts and why do I have more than one profile?
You might have different accounts from different employers or more than one from the same employer. When your accounts were opened, each one had a unique profile. When you register them, we verify your identity for each account to help keep them all secure.
- Once you’ve registered all your accounts, you can use any of your usernames/passwords to access them all.
- You can also easily switch between each of your accounts using the drop-down menu at the top of the page.
- If you have an account that shows a $0 balance, it may be a new account that you need to register.
- Because they're all separate accounts in separate plans, changes to one profile don't carry over to your other profiles. Please update your contact information in each one to be sure you receive important plan information.
Contact us
Need to call us about your personal retirement plan?
Just tell us a bit more about yourself and we’ll get you to the right place.
Why do you need my personal information to give me a phone number?
We use your last name, the last four digits of your Social Security number, and your date of birth to find your account and determine the best service center to help answer your question. The phone number for your specific service center is also listed on your quarterly statements. For more information about the collection and use of your personal information, please refer to our privacy policy
What days are your service centers available?
We’re available Monday through Friday, except on the following holidays:
- New Year’s Day
- Martin Luther King, Jr. Day
- Presidents’ Day
- Good Friday
- Memorial Day
- Juneteenth National Independence Day
- Independence Day
- Labor Day
- Thanksgiving
- Christmas
Important disclosures
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