Contact Us

In response to COVID-19, many of you have questions, the answers to which you can get through a variety of self-serve options on our website. We’ve also developed a handy FAQ about COVID-19 and the Cares Act.

If you still need to contact us, our wait times may be longer than usual. The wellbeing of our customers and employees is our top priority. Thanks for working together with us to get through these uncertain times.

Account Questions?

Questions about your retirement account or pension?   
Call 1-800-294-3575 to speak with a John Hancock Participant Services Representative.
Representatives are available 8 AM to 10 PM ET, Monday–Friday on New York Stock Exchange Business days.
Para asistencia en español llame al 1-888-440-0022.
Los representantes están a su servicio de 8 AM a 10 PM (Hora del Este).

Questions about your John Hancock Managed IRA Account? 
Call 1-888-232-3695 to speak with a John Hancock Managed IRA Representative.
Representatives are available 9 AM to 5 PM ET, Monday-Friday New York Stock Exchange Business Days.

Forgot your Username or Password?

  • To reset your Username and/or Password, please choose the “Forgot Username/Password?” link on the login page.
  • Do not use your Social Security number to log in once you’ve registered.  You must use your newly created Username and password instead.
  • Once logged in, you can change your Username and/or Password, along with other security related information, by going to the “My Profile” page from the mega Menu.
  • Please note: when accessing your retirement account or pension by phone, your PIN is different than your web password. You can reset your phone PIN using the Voice Response system by calling 1-800-294-3575.