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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.
Watch the 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.

Forgot username or password?

  • Click Sign in on the top right corner of the homepage
  • Select Forgot username
  • Enter your personal information to verify your identity
  • Follow the prompts to find your username or reset your password

Who’s my plan administrator/sponsor?

Your plan administrator is usually someone in your company’s human resources department.

Form 1099-R FAQs

When is your Form 1099-R available online?

If you took a distribution, your 1099-R is available by January 31 of the tax year following the year you took the distribution. Your tax forms are available on the website for 24 months.

  • Sign in to your account
  • Select Review, then Statements

When is your Form 1099-R mailed?

If you requested a paper copy, your 1099-R is mailed to you by January 31 of the tax year following the year you took the distribution. Even if you choose a paper copy, your tax forms are available on this website for 24 months.

Manage my money

How can I withdraw money from my 401(k) account

  1. Click Sign in
  2. Select Manage, then Request a withdrawal and follow the prompts
  3. When asked, pick your delivery method (email or mail)
  4. Submit your request
  5. When you receive your form, fill it out and include any required documentation. Some forms may need a wet signature and be mailed through the U.S. Postal Service. 

Helpful tips

How long is the withdrawal process?

Emailed forms: Sent within two business days. Note that these forms are not encrypted and require Adobe Acrobat Reader to view.

Mailed forms: Received within 10 business days, depending on the U.S. Postal Service.

After you review and submit the completed forms and any required documentation, your withdrawal is processed in:

  • 1-3 business days for direct deposit
  • 5-7 business days for mailed check

Do you pay taxes or a penalty when taking a withdrawal?

A taxable withdrawal may include a mandatory 20% tax withholding. If you’re under age 59½, then you may pay a 10% early withdrawal penalty in addition to federal and state taxes. Income-tax rules on how withdrawals are handled may vary from state to state.

When withdrawing money from your plan, carefully consider the options available to you, including rolling your money over to another qualified account to avoid potential tax penalties. You may want to consult a financial professional or tax advisor to help you fully understand these options and to pick the one that aligns best with your financial needs and goals.

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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.

We use voiceprint technology1 as a secure way of verifying callers.

Contact us

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

1 Manulife John Hancock Retirement uses voiceprint technology as a secure way of verifying callers. Our technology enables enhanced verification to allow easier and more secure authentication and faster service. It is a free service we offer to help protect your account and enhance your customer experience. Unlike passwords or private identification numbers (PINs), your voiceprint can’t be guessed. As you speak with one of our customer service representatives, your unique voiceprint is created from more than 100 different physical and behavioral characteristics, such as pitch and accent. Voiceprints are unique to everyone. Once your voiceprint is created, we can use your voice to quickly verify it’s you and reduce the need for you to answer additional security questions every time you call.

A voiceprint is not a recording of what you are saying and can’t be used to gain access to any other system or to create a sound recording of your voice. Your voiceprint can, however, be used for authentication across your life insurance, annuities, and long-term care insurance accounts with Manulife John Hancock. Only the plan participant or beneficiary can create a voiceprint for their account. As a plan participant or beneficiary, you are automatically opted in to use voiceprint authentication, but you can opt out by contacting our service center.

Someone cannot pose as you by imitating or using a recording of your voice. Our technology is designed to safeguard against voice recordings and will reject any caller whose voiceprint does not match yours. Your voiceprint is a combination of both the physical and behavioral characteristics of your voice, which is not accessible within a recording. Our technology will still be able to recognize you if you have a cold or other illness that may alter the tones and pitches of your voice. It can also recognize subtle changes in your voice over time.

If we are unable to verify your identity through your voiceprint, we will verify it by asking you security questions. When they are answered correctly, you will be able to access your account.

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