Enrolment support

What’s happening?

It could be one of two things:

1. Some of the personal information you entered—like your last name, date of birth, or Social Insurance Number—may not match what your plan sponsor provided us.
2. You’ve joined all the plans that you’re eligible to join for now.

Here’s what to do

Contact us so we can check that the information we have for you is the same as what you entered. We’ll also check if you’ve already joined all the plans you’re eligible to join.

What’s happening?

It could be one of two things:

1. The system may not be working as expected right now.
2. You may have more than one customer number, and we don’t know which one should be connected to your plan.

Here’s what to do

1. First, try leaving the site and trying again later.
2. If you keep getting this message, contact us and we’ll merge your customer numbers.

What’s happening?

It could be that the customer number you entered was wrong.

Here’s what to do

1. Make sure you’re using your customer number, and not your policy ID. Your customer number has 9 digits.
2. Click “Back” and try re-entering your 9-digit customer number. If it’s correct, you won’t be asked for a registration key again.
3. If there’s still an issue, contact us and we’ll make sure you have the right customer number.

What’s happening?

You need to connect your Manulife ID to your group retirement account so you can access your plan online. You’ll only need to do it once. When you click “Connect my account” you get asked for your customer number on the next screen.

Here’s what to do

1. You’ll need your customer number. If you don’t have it or have never received it, contact us.
2. Once you have your customer number, follow the steps to connect your Manulife ID to your group retirement account.

What’s happening?

Now that you’ve joined your plan, you need to connect it to your Manulife ID so that you can access it and manage it online. It’s easy, and you only need to do it once.

Here’s what to do

1. Sign in with your Manulife ID, click Group Retirement, and follow these steps.
2. Enter your customer number, which you’ll find on your welcome letter or email and click Continue.
3. If you can’t find your customer number, contact us to get it.