Account Questions?

Questions about your retirement account or pension?   

Call our Participant Service Center at 1-800-294-3575.
Representatives are available 8 AM to 10 PM ET, Monday–Friday on New York Stock Exchange Business days.

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 User ID or Password?

  • To reset your User ID and/or Password, please choose the “Forgot User ID/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 User ID and password instead.
  • Once logged in, you can change your User ID 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 account 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.

Failure to Authenticate Error

There are two primary reasons you may receive the Failure To Authenticate message.

  1. You are using an incorrect Password or User ID. 
    See the directions above to address this.
  2. You have the Content Advisor enabled on Internet Explorer.
    Please disable this, or add * to the approved sites under the content advisor settings. 
    For more help, go to and search on “Content Advisor”.

Technical Help

For technical assistance, email us at . Please include as much of the following information as possible to help us more quickly diagnose and correct the issue:

  • your name
  • your company or plan name
  • a brief description of the problem
  • the browser and version being used (i.e. Internet Explorer, Chrome, Firefox, Safari)
  • the operating system if known (i.e. Windows, Apple)
  • a screenshot of the entire page where the error occurred (you can use the print screen button on your keyboard and paste the screenshot into your email)

Please do not include your Social Security Number or any other confidential information in any email communications.

Supported Browsers

Our website is best viewed with the following web browsers:

  • Internet Explorer - 11.0 and above
  • Google Chrome - Current Version
  • Mozilla Firefox - Current Version
  • Safari - Current Version

Security Settings

To ensure that you can securely view the web site, John Hancock recommends your internet web browser use the following configuration settings:

All browsers




ENABLED for session and first-party
BLOCKED for third-party

Pop-up Blockers

Disable or add * as an allowed site

Internet Explorer


MEDIUM-HIGH (default)
Add * sites to Trusted Sites list


MEDIUM (default)

Content Advisor

Add * sites to Approved Sites list if Content Advisor is ON

Site Settings

Set your screen resolution to 1280 x 1024 pixels or higher to get the most from this site.