Forgot your User ID or Password?

Your online password can only be reset online. To change or reset your Password and User ID, please choose the “Need help logging in?” link on the login page.

Please note: Your web password is different than your PIN when accessing your account by phone. You may reset your phone PIN via 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.

From internet explorer please click on Tools, Internet Options, and then the tab labeled Content

If the box says "enable" you do not need to do anything as it is currently off.

If the box says "disable" please click this to shut it off. (It will ask you to enter a password that you have previously set)

You can then click Apply at the bottom.

Supported Browsers

Our website is best viewed with the following web browsers:

  • Internet Explorer - 11.0 and above
  • Google Chrome - Current Version
  • 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
JavaScript ON

ENABLED for session and first-party

BLOCKED for third-party

Pop-up Blockers Add exceptions if Pop-up Blocker is ON
Internet Explorer
Security MEDIUM-HIGH (default)
Add * sites to Trusted Sites list
Privacy MEDIUM (default)
Content 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. We also recommend you disable pop-up blockers and set your browser to accept cookies.

Technical help

For technical assistance email us at Please include the following information 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 private information.

Account questions

If you have specific questions about your account, please call our Participant Service Center at 1-800-294-3575. Representatives are available 8 AM to 10 PM ET, Monday–Friday in New York Stock Exchange Business days.