Website access

If your page isn’t loading, or if your computer is being difficult while you’re trying to access your account, here are some tips that could help.

• Sign out of your account and close the web browser.
• Open a new web browser or try a different web browser.
• You should have just one Manulife page open in your browser. Close any other Manulife pages.

Try restarting your computer to refresh. 

Websites you’ve visited before can sometimes be stored in your browser’s cache, or history. When a lot of information is stored there, your pages or forms might not show up properly. Clearing your cache can fix many common issues. 

How to clear your web browser’s cache 

In Microsoft Edge and Google Chrome

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

1. Go to Develop in the menu bar.
2. Choose Empty Caches.
3. You can use the keyboard shortcut Option+Command+E.

In Firefox

1. Use the keyboard shortcut Ctrl+Shift+Del (Windows) or Command+Shift+Delete (Mac).
2. Choose Everything from the Time range option to clear to clear your entire history.
3. Check the Cache option.
4. Select Clear now.

In Internet Explorer

1. Microsoft stopped supporting Internet Explorer (IE) in 2022. If you’re still using IE, you may experience issues with our sites.
2. Try using another browser. 

You can recover your username. Normally, you only need your email address or mobile number. If you no longer have access to that email and don’t have a mobile number registered with us, we can help you.

1. Try recovering your username by clicking the Forgot your username link under that field on the sign in page and entering the email or mobile number associated with your Manulife ID. If it works, we’ll send your username to you.
2. If that doesn’t work, you might have an old account login and no longer have access to the email you used before. We’re here for you—contact us for help. 

Before resetting your password, try entering the last password you remember directly. Your web browser might be entering an outdated password.

If that doesn’t work, follow these steps to reset your password.

1. On the sign in page, click Forgot your password? Under the password field.
2. On the next screen, enter your username.
3. Next, tell us how you want us to send the one-time code—either by text or email. If only one choice appears, choose that one.
4. Once you have the one-time code, you have 15 minutes to enter it on the next screen.
   • If you didn’t get the code or the time expired, click Get a new code if needed. Only the last code we sent you will work.
   • If you still don’t get a code, click Try another way. You can then change from email to text or vice versa.
   • If you asked for the code by email, don’t forget to check your spam folder.
5. Once you enter the code, you’ll get to the screen where you can set up your new password, then click Reset password. In some cases, you might first get a screen asking you to enter your last name and date of birth for extra security.
6. You’ll get a message on-screen and an email confirming that you’ve changed your password. You can now sign in with your new password.