FAQ for Manulife Customer Number and PIN

Personal Customer | Employer

Personal Customer
1.	What if I forget my PIN?
2.	Why haven’t I received my PIN which I requested a while ago?
3.	I input my Manulife Customer Number (MCN) and HKID/Passport Number with the correct PIN but I still cannot login to your website?
4.	How can I login to your website to view my policy/account information?
5.	Why is my PIN suspended when I login to your website?
6.	Why can’t my jointly owned policy/account be viewed under my Manulife Customer Number (MCN)?
7.	I have just requested a new PIN. Why can’t I receive the PIN in my email account?
8.	What is PIN Reminder?
Employer
9.	How can I get the company Manulife Customer Number (MCN) and PIN?
10.	What if I forget the company PIN?
11.	My company is holding both a MPF sub-scheme and a Group Life and Health Insurance policy with Manulife. Can I login the employer online service for Group Life and Health Insurance by the company Manulife Customer Number (MCN) and PIN for MPF, or vice versa?

Personal Customer
1.	What if I forget my PIN?
	If you have forgotten your PIN, you can request a new PIN online by the following steps:
	*	Press “LOGIN” and select “Personal Customer”
	*	Click the hyperlink “Forgot PIN” at the right-hand side
	*	Enter your HKID/Passport Number and Date of Birth, then click “CONTINUE” button
	A new PIN will be mailed to your correspondence address within 5 business days.
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2.	Why haven’t I received my PIN which I requested a while ago?
	It will take 5 business days to mail the PIN to your correspondence address upon receiving your request.
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3.	I input my Manulife Customer Number (MCN) and HKID/Passport Number with the correct PIN but I still cannot login to your website?
	You must only input one piece of information, either MCN OR HKID/Passport Number. Then enter your PIN on the next screen.
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4.	How can I login to your website to view my policy/account information?
	You can enjoy Manulife online service by the following steps:
	*	Press “LOGIN” and select “Personal Customer”
	*	Input your HKID/Passport Number OR Username/MCN which is 9-digit starting with “3”, then click “CONTINUE” button
	*	Input your latest PIN, then click “CONTINUE” button
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5.	Why is my PIN suspended when I login to your website?
	Your account will be suspended automatically upon 5 unsuccessful attempts to login. You can request a new PIN online by the following steps:
	*	Press “LOGIN” and select “Personal Customer”
	*	Click the hyperlink “Forgot PIN” at the right-hand side
	*	Enter your HKID/Passport Number and Date of Birth, then click “CONTINUE” button
	A new PIN will be mailed to your correspondence address within 5 business days upon receiving your request.
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6.	Why can’t my jointly owned policy/account be viewed under my Manulife Customer Number (MCN)?
	A separate MCN and PIN is required for each of the joint owners. Please complete the “Joint Owner Authorization Form”. Upon receipt of the completed form, the MCN and PIN will be mailed to your correspondence address within 5 business days.
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7.	I have just requested a new PIN. Why can’t I receive the PIN in my email account?
	Due to security reasons, Manulife will mail the new PIN to your correspondence address. It will take 5 business days upon receiving your request.
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8.	What is PIN Reminder?
	You can set up a sentence that reminds you of your PIN to login to Manulife website.  If you forget your PIN, you can request a PIN Reminder online by the following steps:
	*	Press “LOGIN” and select “Personal Customer”
	*	Click the hyperlink “PIN Reminder” at the right-hand side
	*	Enter your HKID/Passport Number and Date of Birth, then click “CONTINUE” button
	Your PIN Reminder will be sent to your email address immediately.
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Employer
9.	How can I get the company Manulife Customer Number (MCN) and PIN?
	Company MCN
	MPF: Please refer to the Employer Monthly Package. The company MCN is printed at the top right-hand corner of the Account Statement.
	Group Life & Health: Please refer to the top-right hand corner of the Debit Note/Change Summary or the middle of the Payment Summary.
	Company PIN
	The company PIN is mailed to your company correspondence address upon the MPF sub-scheme is set up or the Group Life and Health Insurance policy is effective.
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10.	What if I forget the company PIN?
	If you have forgotten your company PIN, you can request a new PIN online by the following steps:
	*	Press “LOGIN” and select “Employer”
	*	Click the hyperlink “Request PIN” on the left menu bar
	*	Enter your company Manulife Customer Number (MCN) and the first 6 numeric digits of your Business Registration (BR) Number, then click “SUBMIT” button
	A new company PIN will be mailed to your company correspondence address within 5 business days upon receiving your request.
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11.	My company is holding both a MPF sub-scheme and a Group Life and Health Insurance policy with Manulife. Can I login the employer online service for Group Life and Health Insurance by the company Manulife Customer Number (MCN) and PIN for MPF, or vice versa?
	No. Separate sets of company MCN and PIN are issued for MPF and Group Life and Health employer online services. Please login with the corresponding MCN and PIN.