Frequently asked questions
Which browser can I use?
Do I need any special software or hardware to use the Portal?
No. Adobe Acrobat Reader X and Microsoft Office 2010 are recommended should you wish to view documents online. There are no unique hardware requirements beyond an Internet connection.
Can I access the Portal using my tablet or smart phone?
Yes, you can access the Client Portal using any device (like an iPad, Android phone or tablet PC) as long as that device supports web browsing via one of the supported browsers (Chrome, IE, Firefox, Safari).
What is the purpose of the Security Question?
The security question / answer just provides another layer of security. You will be prompted to answer your Security Question when you log in from a different computer, i.e., one with a different IP address than the computer you used the last time you logged in.
I'm being asked for the answer to my Security Question, but I forgot the answer. Can I still log in?
No, the system is trying to authenticate that you are a valid user. If you cannot provide the Answer, then you must contact your Investment Counsellor or to the Manulife Private Wealth Client Service Team because your password will need to be reset. However, if you are already logged in to the Portal, click the Settings link in the upper right corner of the browser window. The Settings page displays the Security Question you selected and the Answer you provided.
I thought I entered my login and password information correctly but now I see that my login account has been suspended. What do I do now?
Please call your Investment Counsellor or Manulife Private Wealth Client Service Team. One of them will be able to coordinate a password reset for you.
How do I change my password?
Log in, then click the Settings link in the upper right corner of the browser window. Go to the Login Information section and type your current password, your new password and then confirm it. Click the Change Settings button. A confirmation message appears on-screen.
Can I log in from any computer?
Yes. When you log in from a different computer (your office computer instead of your home computer, for example) you will have to answer your Security Question.
Whom do I contact if I have a problem logging in?
Please call your Investment Counsellor or Manulife Private Wealth Client Service Team.