Frequently Asked Questions

How much does the Manulife All-In Banking Package cost?

The Manulife All-In Banking Package has a monthly fee of $10 per month – but we make it easy for you to waive your monthly fee and get free banking. At the end of every month, if your High-Interest Savings Account balance is $100 higher than it was on the last day of the previous month, we’ll waive the monthly fee.

Are both the Everyday Banking Account and High-Interest Savings Account eligible for CDIC (Canadian Deposit Insurance Corporation) coverage?

Yes! Manulife Bank is a member of the Canada Deposit Insurance Corporation (CDIC), which means your deposits are eligible for CDIC deposit insurance protection.

Visit www.cdic.ca to learn more.

Do I need to take all the products in the package?

When you apply for the Manulife All-In Banking Package, you have to apply for the entire package.

The entire package (i.e. your everyday banking account, your high-interest savings account, and your travel disruption insurance) is opened at the same time. This means that you can’t cancel or opt out of any one part of the package by itself.

How is my available balance calculated?

Your available balance = the money you have in your everyday banking account, plus your secured overdraft limit, minus any funds on hold.

What are Savings Sweeps? How do they work?

Savings Sweeps can make it easier for you to reach your savings goals. Simply choose how much money you want to keep in your everyday banking account, and the rest will be moved to your savings account at the end of each day. Remember, if you grow the balance of your savings account by $100 each month, we’ll waive your monthly banking fee!

How can I manage the Savings Sweep feature between the Everyday Banking Account and the High-Interest Savings Account?

You can turn Savings Sweeps on or off through the mobile app and edit the balance that should remain in your everyday banking account after the daily sweep.

If you don’t have access to your mobile device, you can sign into online banking and delete the sweep in the Future Transactions section. If you’d like to set it up again however, you’ll have to sign into the mobile app.

What’s secured overdraft?

Obviously, it’s never ideal to rely on overdraft, but we’re all human. Once in a while, we forget about an automatic withdrawal or we’re just short on cash for our daily spending.

Secured overdraft helps with unexpected expenses when you don’t have enough available cash in your everyday banking account, but you do have money in your high-interest savings account (HISA). This feature helps you make the most of your savings. While the money in your HISA is working hard and earning you interest, secured overdraft can reduce worry about missing payments and could save you from non-sufficient funds (NSF) charges.

Your secured overdraft limit is 75% of the balance in your HISA, to a max of $5000. For example, if you have $1,000 in your HISA, you can overdraw your Everyday Banking Account by up to $750. A 15% per year interest rate does apply to secured overdraft, which is calculated daily, however there are no daily or per use fees.

How does repayment of the secured overdraft work?

Any money you borrow from the secured overdraft are charged interest, calculated daily at an annual rate of 15% until paid back. Payments of the overdraft are not reported to your credit bureau.

Any amount that you transfer or deposit into your everyday banking account will first go towards paying back any outstanding overdraft borrowings.

Are my login credentials for mobile banking and online banking the same?

Yep! Whether you're banking online or through the mobile app, use the same login credentials to access your account.

Can both account-holders access e-statements?

If your account is jointly-held, your statement options will depend on what kind of account you have.

If you have a loan and have asked for separate disclosure, each of you can set your statement preference separately. For example, one of you may choose e-statements while the other chooses paper.

If you have any other kind of account, both account holders must choose the same option - either paper or e-statements. However, with e-statements, each account holder can set their own notification preference and enter their own email address. In this case, we'll send you each your own notification when your e-statement is ready.

Can I access the amount I deposit right away?

When you deposit money into your account, there’s generally a hold on the money to allow time for the money to get to your account. This means you can’t access some or all of your deposit right away. The amount and duration of the hold depends on the type of deposit you make:

	Minimum (business days)	Maximum (business days)
Cheques or Electronic Funds Transfers (EFTs) from another Canadian bank or financial institution
$1,500 or less	2	5
More than $1,500	2	8

There are a few reasons where the maximum hold limits listed above may be extended:

Your account is less than 90 days old
A cheque you deposited has already been deposited somewhere else
The date on a cheque you deposited is more than six months ago
Cases where we believe there may be illegal, fraudulent, or improper account activity

We can also accept deposits from you on a ‘collection-only basis’. This means that the money will show up in your account after we get payment from the other bank or financial institution you’re sending it from.

Unless your account is newer than 90 days old, you should be able to use up to $100 of your deposit the next business day. To confirm, check the Available balance for your account.

Note: we can’t accept cheques from foreign banks. Instead, ask the sender to wire the transfer to your Manulife Bank account.

Can I get both e-statements and paper statements?

Paper or electronic statements? The choice is yours - but you will need to make a choice. If you've chosen e-statements, we won't send you a paper statement. The good news is, if you've chosen e-statements, you'll be able to print or save a copy of your statement while it's available online.

Can I send money to someone outside Canada?

To send money to another country, you'll need to initiate a wire transfer.

Can I set up a pre-authorized cheque (PAC)?

Setting up an automatic, recurring deposit (sometimes known as a Pre-Authorized Cheque, or PAC) is a great way to increase your savings or pay down your debt more quickly.
You can set up automated transfers from another account by using the Future Transfers feature in your online banking or in the mobile app.
If you want to transfer money from an external account and haven't yet linked it to your Manulife Bank account, you can use the Link External Accounts function to do so.

Can I use ATMs outside Canada?

You can use ATMs outside Canada when you see the Accel or Maestro symbol. There are fees for transactions outside Canada.

Do you have any promotions?

Great question! Visit manulifebank.ca for information on any current promotions.

How can I avoid fees?

We want to help you make your money work harder - and reducing fees can be part of the solution. There are a couple of ways you can do this:

If you have an Advantage Account, your day to day banking fees will be waived when you have a balance of $1,000 or more.

If you have the Manulife All-In Banking Package, if your High-Interest Savings Account balance is at least $100 higher than it was at the end of month before, we’ll rebate your monthly fee. For example:

If you had $1,000 in your High-Interest Savings Account last month, you’d need to grow it to $1,100 this month to get free banking.
If you had $1,000 in your High-Interest Savings Account last month and you withdraw $500 of that, your balance needs to be $1,100 by the end of this month to get free

If you have a Manulife One or Manulife Bank Select account, we'll waive your monthly fee when you maintain a positive balance of $5,000 or more across the account.

How can I find a copy of a cheque?

You can request a copy of a cheque by calling us at 1-877-765-2265. Note that a fee may apply.

How do I activate my card?

You can activate your access card by logging into the mobile app and tapping More > Profile & settings > Manage access cards. You only need the last four digits of your card number to activate through the app.
Or, you can call 1-877-765-2265 to activate your card by following the instructions.

To activate your ManulifeMONEY+™ Visa* card, give us a call at 1-844-323-7053.

What happens when my access card expires?

If you use your access card, we’ll send you a new card in the mail before your current one expires. If you haven’t used your card in a long time, we’ll reach out by e-mail or direct mail and let you know that you have 30 days to make an in-person purchase or use an ATM to receive a new card. Otherwise, we won’t automatically send you a new one.

If you’d like a new access card even if you haven’t used your current one in a long time, just give us a call. We’ll mail a new card to you right away.

How do I add and pay a new bill?

It's easy to add a new bill from your online account. Just select "Add a Payee", and follow the steps to get set up.

If you're trying to add a bill payee and can't find the name of the company, try a less specific search. For example, instead of searching for "HBC", try "Hudson's Bay Company."

If you're still unable to find the payee, submit a request to suggest a new payee be added to the list and we'll do our best to get it added.

Unfortunately, there may be some payees that we can't add due to technical limitations.

How do I add or remove a joint account holder?

If you’re opening a new Advantage Account, you can choose to add a joint account holder during the application process. All you’ll need is a valid email address for the other party who will receive an invitation to apply as a joint account holder on your account.

If you have an existing Advantage Account and would like to add or remove a joint account holder, we need both of you to call us at 1-877-765-2265 between 8 a.m. and 8 p.m. Monday to Friday, or between 9 a.m. and 5 p.m. Saturday and Sunday across all Canadian time zones.

How do I change my name on my account?

To change the name on your account, you'll need to give us a call. If you have a ManulifeMONEY+ Visa account, please call us at 1-844-323-7053. For all other bank accounts, please call us at 1-877-765-2265.

How do I change my online or mobile banking password?

There are two ways to change your password: in your online account, or in our mobile app.

To change your password from your online account, select 'Change password' under the 'My profile' section, and follow the steps.

To change your password in our mobile app, tap "More" from the home screen, then "My profile & settings", then "Change password".

Note that if you have a ManulifeMONEY+ Visa card, you'll need to change that password separately. To do so, please log into our credit card website.

How do I change my pin?

It's a good idea to change your PIN to something you can remember easily. Just don't use easy to guess PINs like 1234 or your birthdate.

You can change the PIN on your Manulife Bank card at any Manulife Bank or EXCHANGE^® Network ATM. If you've forgotten your PIN, you can reset your PIN through our mobile application available on iOS or Android or by calling us at 1-877-765-2265.

To change the PIN for your ManulifeMONEY+ Visa card, please give us a call at 1-844-323-7053.

How do I change my security questions?

To change your security questions, log into your account and select "Change Security Questions" under "My Profile". You can also change your security question in your mobile app.

How do I change the amount of a scheduled transfer?

If you want to make a change to a scheduled transfer or Interac e-Transfer^®transaction, you'll need to cancel the transfer and set up a new one. Just go to Money Transfers or Interac e-Transfer^® in your online account, or the Transfers page on our mobile app.

How do I check the status of a transfer?

You can easily check the status of a transfer by selecting the associated account from the Accounts page and reviewing your transaction history. If you see the transaction listed - your transfer is complete.

If you don't see the transaction you're looking for, go to Money Transfers or Interac e-Transfer^® in your online account, or the Transfers page on our mobile app to see upcoming transfers and Interac e-Transfer transactions that haven't yet been completed.

How do I close my account?

To close a ManulifeMONEY+ Visa account, please call us at 1-844-323-7053.

To close all other bank accounts, please call us at 1-877-765-2265.

How do I delete a bill payee?

You can delete a bill payee right from your online account, or in our mobile app.

In your online account, simply select 'Delete a payee' from the 'Pay bills' section, select the payee that you want to remove, then hit 'Delete payee' and confirm when the popup appears.

In the mobile app, tap the payee you want to delete followed by the trash can icon in the top right corner. Finish it off by selecting 'Delete' when the confirmation message displays.

If you delete a bill payee by mistake, don’t worry, you can always re-add it.

How do I deposit a cheque with a mobile device?

Once you have signed into our mobile banking app, tap ‘Deposit’ in the main menu. From there, follow the instructions to complete your deposit.

Our mobile banking app will automatically capture the image for you. Simply centre the cheque in the viewfinder; the app will take the photo once it detects an acceptable image. The app may ask you to take the picture yourself manually. In this case, simply follow the instructions on the screen.

You can’t deposit cheques that are:

Dated more than six months in the past
Future-dated
Not payable to you (the account holder)
From a non-Canadian financial institution

Note: we can’t accept cheques from foreign banks. Instead, ask the sender to wire the transfer to your Manulife Bank account.

How do I deposit money into my account?

There are lots of ways to deposit money into your account:

Set up direct deposit so your paycheque goes directly into your account
Deposit Canadian-dollar cheques using our mobile banking app by simply taking a picture
Visit an ATM on THE EXCHANGE^® Network that accepts deposits
Set up a recurring money transfer from another Canadian bank or credit union
Set up Interac e-Transfer transactions to deposit money directly into your account
Send Canadian-dollar or US-dollar cheques from other Canadian banks by mail to Manulife Bank, 500 King Street North, PO Box 1602, Waterloo, ON, N2J 4C6.
Visit an RBC Royal Bank branch and give the teller one of your RBC Royal Bank deposit slips. Note, you can only deposit Canadian-dollar or US-dollar cheques from other Canadian banks at RBC branches.

Note: we can’t accept cheques from foreign banks. Instead, ask the sender to wire the transfer to your Manulife Bank account.

How do I make a withdrawal or take out cash?

There are lots of ways you can withdraw money:

Deposit or withdraw cash at thousands of ATMs across Canada
Send and receive money using Interac e-Transfer
Make Interac^® Debit purchases across Canada
In-store cash back at participating retailers
Transfer money to or from your accounts at other Canadian banks
Make bill payments
Make pre-authorized payments
Deposit or write cheques
Send or receive wire transfers

What is in-store cash back?

In-store cash back (or debit card cash back) is a service where stores will add an amount to your final purchase, and give you that cash.

For example, if your grocery bill comes to $54.17 and you ask for $20 cash back, the store would charge you a total of $75.17 and give you a $20 bill with your receipt. Keep in mind you can only get in-store cash back on debit card purchases, and not all stores offer this service.

It saves you time by letting you skip the bank machine and get cash while you’re running other errands.

Can I get cash back at a store?

Every store decides if they’ll offer cash back, but if they do, you can definitely get cash back on any purchases made with your Manulife Bank debit card.

What identification do I need to open an Advantage Account at Manulife Bank?

Before we can open any new account, Manulife Bank must verify you are who you say you are. Not only does verifying your identity enable us to process your application, but it also helps protect you from fraud. During the application process, we’ll ask you to have the following information ready:

A valid email address or your existing Manulife ID login credentials
Your Social Insurance Number (SIN)
A government issued Photo ID or your digital banking credentials with another major Canadian financial institution (we can securely verify your identity by having you sign into your account at another financial institution)

We’re required by law to ask for your Social Insurance Number (SIN) when you open a savings account or Registered Savings Plan such as RSP, TFSA, etc. Manulife Bank is required to report deposits, withdrawals and the amount of annual interest you earn to the Canada Revenue Agency (CRA).

What identification do I need to open a Registered Savings Plan (RSP) or Tax-Free Savings Account (TFSA) at Manulife Bank?

Before we can open any new account, Manulife Bank must verify you are who you say you are. Not only does verifying your identity enable us to process your application, but it also helps protect you from fraud. At most, we’ll ask you to show two pieces of identification (ID) from two different sources. We may need just one. We may not need any at all if you already have another account here.

We accept different kinds of printed or electronic ID, depending on whether you apply in person at a representative’s office, by video conference, or online.

Your best bet online: most times your identity is confirmed using a ‘soft’ credit bureau check, that doesn’t affect your credit score and isn’t visible to third parties. Our systems also offer real-time alternatives you may use to confirm your identity.
Your best bet in person or by video conference: show one piece of valid, unexpired, Canadian photo ID, issued by the federal or a provincial government. (Not a health card if you live in a province where the law doesn’t allow health cards to be used for this purpose, including: ON, NS, NB, MB, PE, SK or YK.)

If you don’t have an established credit history, or a suitable government-issued photo ID, then we will ask you for two pieces of ID from two different sources. You’re bound to have statements, certificates, or bills from well-known and reliable sources that will help verify your name plus two out of three of these: your address, or your date of birth, or a financial account.

We’re required by law to ask for your Social Insurance Number (SIN) when you open a savings account or a Registered Retirement Savings Plan (RRSP), for example, which require us to report deposits and withdrawals or the amount of annual interest you earn to the Canada Revenue Agency (CRA).

How do I direct deposit my income into my account?

To set up direct deposit, give your employer your direct deposit form, which you can download and print from online banking after you sign in.

Choose your account from the home page
Select Direct deposit form (PDF) under More.

How do I exchange money?

Unfortunately, we can’t provide you with cash in other currencies. To send money to someone else in another currency, you can do so using a wire transfer. Note that there will be a fee for this service.

If you have a US-dollar cheque from a Canadian bank or financial institution, there are two ways to deposit those cheques into your account:

Send cheques by mail to Manulife Bank, 500 King Street North, PO Box 1602, Waterloo, ON, N2J 4C6
Visit an RBC Royal Bank branch and give the teller one of your RBC Royal Bank deposit slips. Note, you can only deposit Canadian-dollar or US-dollar cheques from other Canadian banks at RBC branches.

If you have a US dollar Advantage Account, you can transfer money to and from your US dollar accounts at other Canadian financial institutions, or you can have US funds sent to your account via wire transfer.

To receive money from somebody in a different country, they can send you a wire transfer.

How do I get an official cheque?

There are two ways to get an official (also known as certified) cheque:

You can order official cheques up to $50,000 through our mobile app, available on iOS and Android devices. To order an official cheque for more than $50,000, you need to call us at the number below.
Call us toll-free at 1-877-765-2265, Monday to Friday, 8 a.m. to 8 p.m., or between 9 a.m. and 5 p.m. on the weekends, across all local Canadian time zones. If our toll-free number isn't available in your location, call us collect at 1-519-747-7000, Monday to Friday between 8 a.m. and 5 p.m. ET.

How do I get a copy of my statement?

If you are registered for e-statements you can view statements online or in our mobile app:

1. Sign in to online banking or our mobile app
2. Select the account you'd like to view statements for
3. Select the Statements tab
4. Select a statement from the list or, if you have not registered for e-statements, follow the prompts to change your preferences.

How do I get a void cheque?

Manulife Bank provides a pre-filled direct deposit form that contains all the information required in place of a void cheque which you can download and print from online banking after you sign in.

Choose your account from the home page
Select Direct deposit form (PDF) under More.

How do I order cheques?

You can order cheques by singing in to your online banking account or through our mobile app. For online banking, go to Products and Services then select Order Cheques. On our mobile app, go to More, select More bank services, and then select Order Cheques.

If your name or address has changed since the last cheque order, please give us a call at 1-877-765-2265.

How do I order more deposit slips?

There are a couple of ways you can get new deposit slips:

You can order new slips by email. Before you do this, first ensure the contact information we have for you has your current email address. Then, email us at manulife_bank@manulife.ca with your account number and shipping address. If the account is joint, please also provide us with your name so we know who we're shipping it to.

You can also order deposit slips by calling us at 1-877-765-2265.

Please note that deposit slips aren’t currently available with the Manulife All-In Banking Package.

How do I order new cards?

If you need a new card, we can help. For a new bank card, call us at 1-877-765-2265. If you need a new ManulifeMONEY+™ Visa* credit card, call us at 1-844-323-7053.

How do I pay my bills?

Nobody likes to pay bills. But at least we make it easy.

To set up a bill you want to pay, “add a payee” using online or mobile banking, or by calling 1-844-217-9555. Now you can pay bills from that company whenever you choose using online, mobile or telephone banking.

Once you've added a payee to your account, you can make either single or recurring payments.

If you make a payment today, the money will be debited from your account immediately. If you schedule a bill payment for a future date, the money will come out of your account on that date. Keep in mind that if you pay a bill on the weekends or bank holidays, the money will be debited right away, but the payment won’t be posted until the next business day. If you need to reverse a payment, that can be done on the next business day after the payment is posted.

It's a good idea to schedule a bill payment for three to five days before the due date, since some companies take longer to process payments.

How do I select e-statements?

Switching to e-statements is a great way to reduce your impact on the environment. To make the switch, log into online banking and click Statement Preferences from the top-right profile menu to change your preferences.

How do I send a wire transfer?

If you want to send a wire transfer to a Manulife Bank account or let us know about an incoming wire transfer, please call us at 1-877-765-2265. To get the status of an incoming wire transfer, you'll need to contact the institution the money is coming from.

If you want to send a Canadian Dollar wire transfer to another Financial Institution in Canada, you can request that through the Transfers page.

Note that there will be a fee for wire transfers.

How do I send money using Interac e-Transfer^®?

You can send and receive money using Interac e-Transfer from your online account and our mobile app.

In your online account, go to Interac e-Transfer^® and select an existing recipient or add a new person, then follow the steps to send the money.

In our mobile app, go to the Transfers page, and follow the steps to send money.

When sending money using Interac e-Transfer, you’ll have to create a security question and answer for the recipient to accept the money. You should always use a strong security answer that can’t be easily guessed or found, share the answer with the recipient directly or through a safe channel, and don’t include any hints or clues in the optional message field.

From these pages, you can also transfer money between your accounts and even request a wire transfer.

How do I set up pre-authorized payments?

To set up pre-authorized payments so you never forget to pay a bill, contact the company you want to pay. To provide them with your banking information, Manulife Bank offers a pre-filled direct deposit form that contains all the information required in place of a void cheque which you can download and print from online banking after you sign in.

Choose your account from the home page
Select Direct deposit form (PDF) under More.

How do I set up tap on my card?

With tap and pay, also known as Interac^® Debit contactless payments, you can make purchases up to $250 by tapping your card, rather than inserting your card into a payment machine and entering your PIN.

To activate this feature, you must first complete a transaction using your chip and PIN at a point of sale terminal or an ATM. Once you reach $400 in contactless payments, you'll have to insert your card and input your PIN to continue making contactless payments.

How do I stop a bill payment?

You can stop either one payment or a series of future bill payments. Simply select Stop Payment next to the payment you want to cancel and follow the prompts to confirm.

One thing to keep in mind: when you cancel one upcoming payment in a series, the entire series will be deleted.

How do I stop a transfer?

It's easy to cancel an upcoming transfer. Just go to Money Transfers or Interac e-Transfer^® in your online account or the Transfers page on our mobile app. You can also cancel an Interac e-Transfer transaction, as long as your recipient hasn't deposited the money yet.

Keep in mind that, when you cancel an upcoming transfer that's part of a series of transfers,the entire series will be cancelled. The good news is, you can set up a new transfer or series of transfers from this page too.

How do I transfer money from or to another account?

To transfer money between your Manulife Bank account and your account at another Canadian bank you need to link your accounts. Once your accounts are connected, you can transfer money from within your Manulife Bank account using online, mobile, or telephone banking. There’s no need to set up the link at your other bank – you can do it all through Manulife Bank.

To transfer money between Canadian-dollar and US-dollar Manulife Bank accounts, you need to send yourself a wire transfer. You can initiate a wire transfer from the Transfers page in the mobile app, or by calling us at 1-877-765-2265.

How do I unlock my card?

To unlock your bank card, give us a call at 1-877-765-2265.

If you need help with your ManulifeMONEY+ Visa card, please call us at 1-844-323-7053.

How do I unsubscribe to your emails?

Promotional emails or messages that we send you will include an opt-out option - typically at the bottom of the page. Simply click on that link and you'll be automatically unsubscribed from receiving any further promotional emails or messages.

Keep in mind that there are some business-related messages or emails specific to your account that we are obligated to send you. These may include things like account statements, account information or updates and tax receipts. If you need more information, please call us at 1-877-765-2265.

How do I update my contact information?

Great question! It's definitely important to keep your most current contact information on file.

If you have a ManulifeMONEY+ Visa, you can update your phone number and email address by signing into your account. If you need to update your address, please call us at 1-844-323-7053.

For all other products, you can edit your contact information right in our app. The only exception is if you have a mortgage and need to update your address. In that case, please call us at 1-877-765-2265.

If you have both a ManulifeMONEY+ Visa and another Manulife Bank product, you'll need to update your contact information for both.

How do I view images of my cheques?

Viewing cheque images is not currently available, but it's coming in the future - so stay tuned. Until then, we suggest taking a photo of your cheque before depositing them.

How long will it take to receive my card?

We want to get you your card as soon as possible so you can start banking with us.

If you applied for a ManulifeMONEY+ Visa card, you should receive your card in 7 to 15 business days. If you haven't received your card after 20 business days, please give us a call at 1-844-323-7053.

For all other Manulife Bank accounts, you should receive your card within 10 business days. If it's been longer than two weeks since you applied, give us a call at 1-877-765-2265.

How long will my e-statements be available?

You can retrieve e-statements as far back as 2015 through your online banking account, or in our mobile app.

If you need to see a statement that's older than that (there will be a fee for this), give us a call at 1-877-765-2265.

How long does it take to process a wire transfer I send?

The location of the financial institution you’re sending the wire transfer to determines the processing time.

Wire transfers sent to financial institutions:

within Canada: up to 48 hours
in the U.S.: up to 5 business days
outside of Canada and the U.S.: up to 10 business days

When the wire transfer is complete, it will appear as a withdrawal in the transaction history of your account. If there is a problem with your wire transfer, we’ll contact you using the number you provided in your transfer request.

I don’t recognize a charge on my account. What should I do?

The security of your account is our top priority. If there's a charge on your account that you don't recognize or you feel is incorrect, contact us as soon as possible so we can investigate the transaction and make any necessary corrections.

For credit card accounts, call us at 1-844-323-7053.

For all other accounts, call us at 1-877-765-2265.

I don’t see the ‘Deposit’ feature when I sign into Manulife Bank Mobile. Where is it?

Please make sure you’re using the latest version of Manulife Bank Mobile and that your mobile device is updated with the latest operating system. If you have the latest version of our mobile banking app, you may be using a device that does not support mobile deposit.

I lost my bank card. What should I do?

It's no fun to lose your card, but we can help. If your card has been lost or stolen, give us a call and we can cancel your existing card, issue you a new one and investigate any unauthorized transactions.

If you've lost your ManulifeBank card, call us at 1-877-765-2265. If you've lost your ManulifeMONEY+ Visa card, call us at 1-844-323-7053 (in Canada or the U.S.) or 1-647-252-9681 (International).

I set up my recurring bill payment, but the bill wasn't paid this month. What happened?

The most common reason why automatic bill payments don't get paid is that there wasn't enough money in the payment account. If you don't enough money in your account today, you may need to transfer money into your bank account and pay the bill manually - but just for this month. The automatic transfers will continue as planned going forward.

If someone has passed away, what do I do?

Dealing with loss is never easy. Please contact us at 1-877-765-2265 at your earliest convenience and we'll guide you through the next steps.

Is there a fee for using mobile deposit?

No, there is no cost to use our mobile deposit feature. If fee changes are planned, we will notify you at least 30 days in advance.

Should I inform you of an upcoming trip?

It's always a good idea to notify us of your travel plans. You can let us know by email or phone:

Email: first, make sure the contact information we have on file includes your current email address. Then, send your travel details to manulife_bank@manulife.ca
Phone: give us a call at 1-877-765-2265.

Have a great trip!

What do I do when gas stations in the U.S. ask for a zip code?

If you’re travelling in the U.S., many gas stations require your zip code if you’re paying at the gas pump with your Manulife Bank debit card or ManulifeMONEY+^TM Visa* credit card. To get your ‘zip code’, take the 3 numbers from your Canadian postal code and add “00” to the end. For example, if your postal code is M4W 1E6, use “41600” when prompted to enter your zip code at the pump. Alternatively, you can pay the cashier inside the station.

If you try this and your card still doesn’t work, please call:

1-844-323-7053 for credit card issues
1-877-765-2265 for debit card issues

What are your call centre hours?

We're here for you every day of the year - including holidays. You can reach us toll-free within North America at 1-877-765-2265 Monday to Friday between 8 a.m. and 8 p.m., and Saturday and Sunday between 9 a.m. and 5 p.m., across all local time zones.

If you're outside of North America, please call us collect at 1-519-747-7000 Monday to Friday, between 8 a.m. and 5 p.m. EST.

If you'd like to speak to someone about your ManulifeMONEY+ Visa card, please call us toll-free at 1-844-323-7053. Or, if the toll-free number isn't available in your area, please call us collect at 1-416-852-0703. You can speak to a representative 7 a.m. to 11 p.m. EST, 7 days a week, and our self-service phone system is available 24/7.

What fees are there for my account?

Different accounts and transactions have different fees,but the good news is that, lots of times, there are no fees at all!

To get the most up-to-date fee information, please visit our Services and Fees page.

What if I get an error message stating my cheque has already been deposited?

The mobile deposit software can detect when a cheque has already been deposited. Check your transaction history to confirm if the cheque has been deposited to your account. If you need further assistance, call us at 1-877-765-2265.

What is a Business Advantage account?

Putting your business' extra cash in a Business Advantage Account is a great way to keep your money working for you.

To open an account, you'll need to meet with your advisor. If you don't have an advisor, find one here or email us at manulife_bank@manulife.ca with your request and your postal code and we'll help you find an advisor in your area.

Learn more about our business bank accounts.

What is mobile deposit?

Our mobile deposit feature lets you deposit cheques from anywhere, at any time, by simply taking a photo of the cheque.

Get started today by downloading our mobile app.

What is a Manulife Advantage account?

Our Advantage account is a fully functional chequing account that pays you a great rate of interest on every dollar in your account. Better still, we'll waive fees for daily-banking transactions when your balance is at least $1,000. Whether you use it as a chequing account, a savings account, or both - it's just a great way to bank.

Learn more and open an Advantage account here, and if you have any questions, give us a call at 1-877-765-2265 or speak to your advisor.

What is a pre-authorized debit form?

A pre-authorized debit (PAD) form can be used to allow a company to take a payment directly from your account. Manulife Bank provides a pre-filled direct deposit form that contains all the information required in place of a void cheque which you can download and print from online banking after you sign in.

Choose your account from the home page
Select Direct deposit form (PDF) under More.

What is my branch number?

Excellent question! For Manulife Bank, the institution number is 540 and the transit number is 05012. If you need your account number, you can find it on the Accounts page.

Better still - if you need a deposit form, you can download and print from online banking after you sign in.

Choose your account from the home page
Select Direct deposit form (PDF) under More.

What is my daily withdrawal limit?

Here are the default daily limits for different transaction types:

• ATM withdrawal: $1,200/day
• Point of sale/debit transactions, including in-store cash back: $3,000/day
• Outgoing transfers: $50,000
• Interac e-Transfer: $3,000/transfer, $3,000/day, $10,000/week, and $20,000/month

These apply to most people, however, there are situations where individual limits may be different. Our limits are in place for your protection and to comply with regulations.

If you have questions about your transaction limits or need to exceed that limit, please contact us and we'd be happy to help.

What is my daily point-of-sale purchase limit?

You can make up to $3,000 of retail store purchases and in-store cash back requests with your debit card each day. Happy shopping!

What is the customer service number?

You can call us toll-free at 1-877-765-2265 Monday to Friday, from 8 a.m. to 8 p.m., Saturday and Sunday, from 9 a.m. to 5 p.m., in all Canadian time zones. If you're outside of North America or if our toll-free number isn't working for you, call us collect at 1-519-747-7000 Monday to Friday, 8 a.m. to 5 p.m. Eastern Time.

If you're calling about your ManulifeMONEY+ Visa card, call us toll-free at 1-844-323-7053. If the toll-free number isn't available in your area, please call us collect at 416-852-0703. You can speak to a representative 7 a.m. to 11 p.m. EST, 7 days a week, and our self-service phone system is available 24/7.

What is the US$ Advantage account?

Our US Dollar Advantage Account is a great place to earn interest on your US cash for your next trip south of the border.

To open a US Dollar Advantage Account, you'll need to speak to your advisor. If you don't have an advisor, find one here or email us at manulife_bank@manulife.ca with your request and your postal code and we'll help you find an advisor in your area.

Learn more here, or give us a call 1-877-765-2265.

What kind of cheques can I deposit?

If you have a Canadian-dollar cheque from a Canadian bank or financial institution that’s made payable to you, you can deposit the following types of cheque using an ATM or mobile deposit:

Personal
Business
Certified
Money order
Government
Convenience
Counter

If you have a US-dollar cheque from a Canadian bank or financial institution, there are two ways to deposit those cheques into your account:

Send cheques by mail to Manulife Bank, 500 King Street North, PO Box 1602, Waterloo, ON, N2J 4C6
Visit an RBC Royal Bank branch and give the teller one of your RBC Royal Bank deposit slips. Note, you can only deposit Canadian-dollar or US-dollar cheques from other Canadian banks at RBC branches.

You can’t deposit cheques that are:

Dated more than six months in the past
Future-dated
Not payable to you (the account holder)
From a non-Canadian financial institution

Note: we can’t accept cheques from foreign banks. Instead, ask the sender to wire the transfer to your Manulife Bank account.

What should I do with my cheque once I’ve completed a mobile deposit?

Once you've deposited a cheque using mobile deposit, it's a good idea to hang onto it for a couple of weeks, just to ensure the deposit was successful. After 15 days, assuming everything went smoothly, you can destroy the cheque.

When will my bill payment be made?

When you make a bill payment, the money will be withdrawn from your account right away.

If you're scheduling a bill payment for a future date, the money will be withdrawn from your account on the scheduled date. The money needs to be in your account the day before the payment is scheduled.

It can take up to 3 days to process bill payments, so you should make bill payments at least 3 days before the due date to make sure it's made on time.

Where can I find a Manulife Bank ATM?

As a Manulife Bank customer, you have fee-free access to thousands of ATMs across Canada that are part of THE EXCHANGE® Network. Use our ATM locator to find the one that's closest to you. You'll be able to see within the ATM locator which of these machines accept deposits and which are withdrawal-only.

Note that ATM transaction fees may still apply for specific products or transactions.

In addition to ATMs bearing THE EXCHANGE Network logo, you can also make withdrawals at any ATM bearing the Interac^® logo. However, you may be charged additional fees for ATMs that don't have THE EXCHANGE Network logo.

You can also get money with in-store cash back from participating retailers.

Find an ATM

Find ATMs on the go with our mobile banking app

Why are my funds are on hold?

Like all banks, we may put a temporary hold on a portion of your money if you’ve recently made a large deposit or if your account is quite new. This allows us to confirm the money has arrived in your account before you withdraw it.

To have a hold reviewed, please call us at 1-877-765-2265, or send an email with your current email, name and account number to manulife_bank@manulife.ca.

Why can't I find a bill payee?

If you're trying to add a bill payee and can't find the name of the company, try a less specific search. For example, instead of searching for "HBC", try "Hudson's Bay Company."

Unfortunately, there may be some payees that we can't add due to technical limitations.

Why can’t I see some transactions in my history?

Not all transactions will appear in your history right away. Depending on the type of transaction and time of day, it may be a day or two before it appears in your transaction history.

Why is my cheque image not being accepted?

If you're having difficulty depositing a cheque with our mobile app, here are a few possible solutions:

Does the cheque have an amount and a signature?
Are all four corners of the cheque within the frame?
Is there good contrast between the cheque and the background? A dark background works best.

Make sure there are no shadows, folds, or bent corners.

Why don't I see a deposit I made earlier today?

If you made the deposit via our mobile app or at an ATM after 4 p.m. EST and don't see the deposit in your account, it will show up on the next business day. Rest assured, your money is there.

How can I reactivate my dormant account?

If your account has become dormant, you can reactivate it by simply making a bill payment from the account, or depositing money into the account using Interac e-Transfer or bank-to-bank transfer.

How is my minimum payment calculated?

For non-Quebec residents only

Your Minimum Payment will be $10 plus any interest and fees (not including the annual fee), plus any amount by which the new balance exceeds your credit limit, and any amount past due from the prior month.

For Quebec residents only, after August 1, 2019 (for accounts opened prior to June 10, 2019)

The greater of:

a) 2.50% of the new balance shown on your statement. “2.50%” will increase by 0.50% of the new balance shown on your statement, each 12-month period from August 1, 2019 until it reaches 5.00% as shown below:

2.50% to 3.00% (August 1, 2020)

3.00% to 3.50% (August 1, 2021)

3.50% to 4.00% (August 1, 2022)

4.00% to 4.50% (August 1, 2023)

4.50% to 5.00% (August 1, 2024)

or

b) $10

Your Minimum Payment will also include any amount by which the new balance exceeds your credit limit, and any amount past due from the prior month.

For Quebec residents only, after August 1, 2019 (for accounts opened after June 10, 2019)

Your Minimum Payment will be the greater of: a) 5% of the new balance shown on your statement; or b) $10. Your Minimum Payment also includes any amount by which the new balance exceeds your credit limit, and any amount past due from the prior month.

For all clients and in all cases, if the new balance is less than $10, the balance is due in full.

Do I pay premiums on balance protection if I pay my balance in full?

Yes, balance protection costs $0.99 for every $100 of the average daily balance, plus applicable taxes, whether or not you pay your balance in full.

How are my transactions categorized?

When you make a purchase with your ManulifeMONEY+ Visa card, it's placed into a category for the purpose of determining how much cashback you earn on that purchase. To do this, we classify merchants using the industry-standard Merchant Classification Code (MCC) system. While this system is quite accurate, there may be some cases where the MCC may differ from one location to another within the same chain. The MCC may also change over time without notice.

How do I activate my card?

To activate your ManulifeMONEY+ Visa card, give us a call at 1-844-323-7053.

How do I add or remove an authorized user?

Adding another user is a great way to earn even more cash-back rewards! You can add up to three authorized users. To add another user, simply give us a call at 1-844-323-7053, or when you call to activate your card.

How do I cancel balance protection?

Call us at 1-888-770-5953 to cancel. We’re available to help you Monday to Friday, 8 a.m. to 8 p.m. EST. If you cancel within the first 30 days, we’ll give you a full refund.

How do I change my name on my account?

To change the name on your ManulifeMONEY+ Visa account, please call us at 1-844-323-7053.

How do I change my pin?

It's a good idea to change your PIN to something you can remember easily. Just don't use easy to guess PINs like 1234 or your birthdate.

To change the PIN for your ManulifeMONEY+ Visa card, please give us a call at 1-844-323-7053.

How do I close my account?

To close a ManulifeMONEY+ Visa account, please call us at 1-844-323-7053.

To close all other bank accounts, please call us at 1-877-765-2265.

How do I do a balance transfer?

You can transfer a balance from another credit card to your ManulifeMONEY+ Visa card by giving us a call at 1-844-323-7053. When you call, you'll need to let us know the amount you want to transfer and have both cards handy. At that time, we'll also apply any promotional offers that are currently available.

Please note that, after transferring the balanced from your old card, you'll still be responsible for any subsequent charges you make to that card.

How do I increase my credit limit?

To request a limit increase for your ManulifeMONEY+ Visa, please call us at 1-844-323-7053.

How do I order new cards?

If you need a new ManulifeMONEY+ Visa card, call us at 1-844-323-7053.

How do I pay my credit card bill online?

You can make a one-time payment or set up recurring, automatic payments for your ManulifeMONEY+ Visa account.

To make a one-time payment, use the pay bills feature on our mobile banking app.

To set up an automatic payment, you'll need to complete the ManulifeMONEY+ Visa Pre-Authorized Debit (PAD) Agreement and return it to us by fax or mail as indicated on the form. Remember to include a void cheque or your bank account information from your financial institution.

How do I pay off more of my debt?

The first step in reducing your debt is looking for ways to reduce your debt - so good for you! Everybody's situation is different and there's no easy answer that works for everyone, but here are a few tips that might help:

First, look at your budget and make sure you're not spending more than you earn. You may need to cut back expenses so you have extra money to put towards your debt.

Once you've determined that you've got extra money in your budget, pay down the debt with the highest interest rate first. Often, this is your credit card. If you have a low-interest line of credit, like a Manulife One account, it might be a good idea to use that account to pay down your high-interest debt. That won't reduce your debt, but it will reduce the interest you're paying - and that can free up money to....you guessed it....pay off more debt.

If you'd like to learn about your options for reducing the debt, find a local advisor, and if you want to know more about reducing your Manulife One or Manulife Bank Select mortgage, give us a call at 1-877-765-2265 and we'd be happy to help.

How do I unlock my card?

It's frustrating when your card doesn't work, and we can help. If you need help with your ManulifeMONEY+ Visa card, call us at 1-844-323-7053.

How do I update my contact information?

Great question! It's definitely important to keep your most current contact information on file.

If you have a ManulifeMONEY+ Visa, you can update your phone number and email address by signing into your account. If you need to update your address, please call us at 1-844-323-7053.

How do you calculate premiums on balance protection?

First, we add up your balances at the end of each day during the monthly statement period. We divide that total by the number of days to get the average daily balance. We divide the average daily balance by 100 and then multiply the result by $0.99. We add provincial sales tax where required.

Here’s a simple example:

Balance from Day 1 to Day 10: $1,000
Balance from Day 11 to Day 15: $0 (balance paid off)
Balance from Day 16 to Day 31: $1,100

Average daily balance
($1,000 x 10 days + $0 x 5 days + $1,100 x 16 days) / 31 days = $890.32

Premium
$890.32 / $100 x $0.99 = $8.81 + provincial sales tax where required

We charge your premium to your credit card on the statement date.

How is interest calculated on my statement?

For ManulifeMONEY+ Visa cards, the interest calculation depends on the type of transactions:

• For cash advances, interest is charged beginning on the day the cash is withdrawn.
• For balance transfers and convenience cheques, interest is charged beginning on the day those transactions are posted to your account.
• For purchases, interest is not charged if you repay the full balance by the payment date indicated on your statement. If you don't pay the balance in full by the payment date, interest will be charged on each purchase from the transaction date. In this case, interest is calculated by multiplying your balance at the end of each day by the daily interest rate (this is your annual rate divided by the number of days in the year). Interest is calculated daily and added to your account monthly.

How is my credit limit determined?

There are a number of factors that are used to determine your credit limit, including your income, your credit history, and other debts, lines of credit, or credit cards you have. To request an increase to your ManulifeMONEY+ Visa credit card, give us a call at 1-844-323-7053. Note that you'll need to wait six months after your account has been activated before requesting an increase.

How much could I save in cash back in a year with a ManulifeMONEY+ Visa card?

That depends on how much you spend on your card – but cash back adds up fast.

For example, here's how much you can save in cash back with a ManulifeMONEY+ Visa Infinite card:

If you spend …	Cash back reward	You will save …
$600/month on groceries	3%	$216
$5,000/year on travel	2%	$100
$1,500/month on everything else	1%	$180
Total savings		$496

And here's how much you can save in cash back with a ManulifeMONEY+ Visa Platinum card:

If you spend …	Cash back reward	You will save …
$400/month on groceries	2%	$96
$1,000/month on everything else	0.5%	$60
Total savings		$156

How often do my cash back rewards get redeemed?

Your ManulifeMONEY+ Visa cash back rewards are automatically redeemed four times a year. The money will be automatically posted to your account as Cash Back Rewards in March, June, September, and December. You'll see your rewards appear on your statement in the Transaction Details as a credit amount. Note that cash back rewards do not contribute to your minimum payment, but they do reduce your New Balance for that period.

My credit card is expiring, and I haven’t received my new card yet. When will I receive my new card?

You’ll receive your new card about 20 days before your current card expires. If you haven’t received your new card 10 days before your current card expires, call us at 1-844-323-7053.

What do I do if I lost my card?

It's no fun to lose your card, but we can help. If you've lost your ManulifeMONEY+ Visa card, call us at 1-844-323-7053 (in Canada or the U.S.) or 1-647-252-9681 (International), and we can cancel your existing card, issue a new one, and investigate any unauthorized transactions.

What do I need to do when I receive my new card?

To activate your new card, follow the instructions that come with it. If you use your card for any subscription services, you may need to update your expiry date in those accounts. Other than that, you can use your card as you have been and get the same great cash back rewards!

What if I miss a minimum payment?

Your interest rates won’t change if you miss making one minimum payment by the due date during any 12-month period. However, if you miss making two (or more) minimum payments by the due date during any 12-month period, your interest rates will increase – refer to the Summary of Rates and Fees for the current rates:

If you make the minimum payments by the due date for 12 months in a row, your interest rates will go back to the regular rates.

What is balance protection?

Sometimes in life, the unexpected happens. Illness, injury or unemployment may lower your income and that means you’ll have less money available to make credit card payments. Balance protection is an optional add-on that may make difficult times less stressful by helping you keep up with your payments, so you can concentrate on getting back on your feet. View the benefits of balance protection.

What is the customer service number?

For any questions about your ManulifeMONEY+ Visa card, call us toll-free at 1-844-323-7053. If the toll-free number isn't available in your area, please call us collect at 416-852-0703. You can speak to a representative 7 a.m. to 11 p.m. EST, 7 days a week, and our self-service phone system is available 24/7.

What’s excluded from balance protection coverage?

You can find a complete list of terms, conditions, limitations and exclusions in the Manulife Bank Balance Protection Certificate of Insurance. Some examples of exclusions include:

Job loss due to resignation or seasonal employment

Disability or critical illness diagnosed before your coverage starts

What should I do with my old card when I get a new card?

To keep your account safe, you should cut up your old card and dispose of it securely.

When does my balance protection coverage start and end?

For the primary cardholder, coverage starts on the date Manulife receives your application. Coverage ends on whichever date comes first:

The date you ask Manulife to cancel your coverage
The date you turn age 70 (except life insurance coverage, which continues as long as you continue to pay premiums)
The date Manulife cancels your credit card account or revokes your rights and privileges on the card
The date of your death
The date Manulife stops offering credit card balance protection through a group policy

For any spousal cardholder, coverage starts on the date you become a cardholder and ends on the date the primary cardholder’s coverage ends or on the date you no longer hold a valid Manulife Bank credit card.

For more details, please see the Balance Protection Certificate of Insurance.

Why do I still have interest when I paid my overdue statement in full?

If you're seeing interest charges on your credit card account even though you've paid your balance in full, it's likely that your payment wasn't received by the payment date showing on your statement. To avoid interest charges, you need to repay your balance in full no later than the payment date. Check out paragraph 10 of your ManulifeMONEY+ Visa Card cardholder agreement for more information.

How can I pay down my mortgage faster?

At Manulife Bank, we're all about helping our customers become mortgage-free sooner. You've got a few options for paying down your mortgage more quickly, depending on what kind of mortgage debt you have.

If you have a Manulife One account:

You can repay any debt in your Main account, a tracking sub-account, or an open term sub-account at any time, with no limits or penalties.
If you have a closed term sub-account (e.g. a locked-in 5-year term), you can prepay up to 20% of the original balance each year without penalty.

If you have a Manulife Bank Select mortgage:

If you have an open term, you can repay any amount at any time without penalty. You can also increase your regular payment by any amount once each year, without penalty.
If you have a closed term, you can prepay up to 20% of the original amount and/or increase your regular payment by up to 25% each year, without penalty.

If you need more details about prepayment privileges, review your Operating Agreement or General Terms.

How do I add or remove a joint owner on my mortgage?

For your Manulife One or Manulife Bank Select, you can update the account owner details in our mobile app by going to the More menu, selecting More Bank Services, then Update account holder details. Submit your request, and we'll take it from there. Alternatively, you can call us at 1-877-765-2265 between 8 a.m. and 8 p.m. Monday to Friday, or between 9 a.m. and 5 p.m. Saturday and Sunday across all Canadian time zones.

How do I change from a variable rate mortgage to a fixed?

Locking in some or all of your debt at a fixed rate might be a good option if you're concerned that variable interest rates are heading up.

If you have a Manulife One mortgage, sign into your account, click Open Sub Account from the menu on the left side of the screen, then follow the steps provided.

If you have a Manulife Bank Select mortgage, please send us an email at manulife_bank@manulife.ca with your request, the best time for us to reach you, and a mortgage specialist contact you.

How do I change my mortgage payment date?

Your options for changing the date you make your mortgage payment will depend on what kind of mortgage you have:

If you have a Manulife One account:

If you have a closed-term sub-account, you can only make payments monthly, and your payment will be automatically taken from your Main Account on the last day of each month. Unfortunately, this can't be changed.
For your Main Account, you can make payments (deposits) whenever you wish.

If you have another type of Manulife Bank mortgage:

You can change your payment to be on whatever date you choose. We'll just need to get the details from you. First, confirm your contact information has your current email address on file. Then, email manulife_bank@manulife.ca with the details of your payment change and we'll be in touch to confirm.

How do I change my mortgage payment frequency?

If you have a Manulife One account, you can increase or decrease the amount you make into your Main account at any time, as long as you don't exceed your borrowing limit.

For Manulife One fixed-term sub-accounts and all other Manulife Bank mortgages, please give us a call at 1-877-765-2265. We'll let you know what your options are and, if possible, make the change for you.

How do I get a better mortgage rate?

At Manulife Bank, we pride ourselves on offering competitive rates.

If you'd like to review rate options on your Manulife Bank mortgage, please give us a call at 1-877-765-2265.

How do I get an advisor?

An advisor is a great resource to help you achieve your financial goals. Whether you're looking for a local advisor or mortgage specialist, we can help.

If you already have an advisor but have simply forgotten who that is, sign into online banking, click on your account number and you'll see your advisor's name.

How do I know if I'm using my Manulife One account correctly?

Manulife One can help you become debt-free sooner than with a traditional mortgage. But for it to work, you need to ensure you're depositing more money into your account than you're withdrawing. One of the best ways to do this is to have your income automatically deposited into your account. That way, your income automatically reduces your debt as soon as you receive it. And the money you have left over at the end of the month can stay in your account, reducing your debt and saving you interest.

If you're having difficulty reducing your debt, you may also want to add some structure to your account. You can do this by putting part of your debt into a term sub-account. A term sub-account is a traditional mortgage that sits within your Manulife One account. It has regular, structured principal and interest payments just like a traditional mortgage - and this structure might make it easier for you to ensure you're paying down your debt over time.

You can set up a Term sub-account by signing into online banking and selecting "Open Sub Account".

Get more information about sub-accounts here.

How do I make a withdrawal from my Manulife One account?

There are lots of ways you can withdraw money from your Manulife One account:

Deposit or withdraw cash at thousands of ATMs across Canada
Send and receive money using Interac e-Transfer
Make debit purchases across Canada
In-store cash back at participating retailers
Transfer money to or from your accounts at other Canadian banks
Make bill payments
Make pre-authorized payments
Deposit or write cheques
Send or receive wire transfers

How do I open a mortgage?

Manulife Bank has two of fantastic mortgage options - Manulife One and Manulife Bank Select - and three ways you can apply:

1. Take 2 minutes to fill out this form, and a Manulife Bank mortgage specialist with be in touch within 2 business days.
2. Call us at 1-844-239-4677 Monday-Friday, 8 AM to 5 PM EST
3. Contact your Advisor or Mortgage Broker.

Learn more about our mortgage options.

How do I see online that my mortgage is getting paid off?

Your mortgage is a big part of your financial life - and it's nice to be able to see your progress in paying it off. You can see how you're doing in your online account and the mobile app.

Just select your mortgage account from the Accounts page and then select Graph View. You'll see your progress over the last 30 days, but you can customize your view to see up to 1 year of activity.

If you have a Manulife One account, you can also see a graph of your progress on your monthly statement.

How do I transfer between sub-accounts?

The Transfer page of our mobile app gives you lots of options for transferring money with your Manulife One account. You can transfer to and from an account in the same name at another institution or between Manulife Bank accounts.

You can also transfer money to and from sub-accounts within your Manulife One account. Note that these transfers go through your main account, so if you want to transfer from one sub-account to another you'll need to do two transfers:

1. From the first sub account to your main account
2. From your main account to the second sub-account

If you'd like to transfer ALL of the money out of your sub-account, use the Close Sub Account option.

If you'd like to transfer money into a fixed-term sub-account, you'll need to give us a call at 1-877-765-2265, as this is considered a principal payment.

How do we get an appraisal of our home?

If you're applying for a mortgage or an increase to your credit limit, please speak with the Manulife Bank representative who's handling your application, and they'll put you in touch with an approved home appraiser in your area.

How do I make a mortgage payment?

Making a payment to your Manulife One account is easy. All you need to do is deposit money into your account. We encourage you to deposit your income into your Manulife One account so each time you get paid you automatically reduce your interest costs. Here are some other ways you can deposit money into your account:

Direct deposit
Fund transfers
ATM deposits
Interac e-Transfer

How early can I renew my mortgage?

You can renew your Manulife Bank Select mortgage or Manulife One term sub-account up to 90 days before it matures.

How is my minimum payment calculated?

For a Manulife One account, your minimum payment is the amount of interest you owe for that month.

How long will it take to receive my mortgage increase?

Once you've submitted a request for a mortgage increase, we'll contact you within two business days. At that time, we'll let you know if we need any additional information or documents.

When we have everything we need, it generally takes two to three weeks to approve and implement the increase.

How much can I afford to pay for a house?

There are a number of factors that determine how much you can afford to spend on a home. These include things like how much you’ve saved for a down payment, your household income and your monthly expenses. Use our mortgage affordability calculator to determine what amount of a mortgage that makes sense for you

I sent in a discharge request, when will I get the statement?

If you've sent in a discharge request, you'll receive a discharge statement within the last five days before the closing date

I'm concerned about interest rates rising, what are my options?

It's difficult to predict if and when interest rates will increase. However, if you're concerned about how a rate increase might affect your budget, consider locking in your debt at a fixed rate. If you have a Manulife One account, you can put some or all of your variable-rate debt into a fixed-rate sub-account. This is like having a traditional mortgage within your Manulife One account. The rate for your sub-account will then be guaranteed for the length of the term you choose. You can find our terms and rates on our website. Call us at 1-877-765-2265 to speak to a Mortgage Specialist if you'd like to discuss this option.

What are your current rates?

Check out Today's Rates for the most up-to-date rate information.

What documents do you need for my mortgage increase?

When you request a mortgage increase, we may ask for the following documents - so it's good to have them handy:

• Notice of assessment
• Letter(s) of employment
• T1 general statement
• T4A statement

If you're not sure how to get these, don't worry. A lending specialist will let you know what documents we need and can help you determine how to get them.

What happens if I go over my Manulife One account limit?

If you've exceed the borrowing limit for your Manulife One account, please make a deposit to your account to bring your debt below your limit as soon as possible.

If you're experiencing financial difficulties and are not able to do so, please contact us at 1-877-765-2265 so we can discuss your situation.

What is a sub-account?

Sub-accounts are a feature of your Manulife One account that allow you to divide your debt into different portions. You may wish to set up a sub-account to lock-in a rate, add some structure to your payments or just track a portion of your debt separately. Learn more about sub-accounts here.

What is Manulife One?

Manulife One is an all-in-one banking solution that combines your mortgage with your chequing and savings accounts, lines of credit and even your income to save you money and help you become debt-free sooner. Learn more about the Manulife One mortgage.

What is readvanceable?

You may have heard the terms "readvanceable" and "non-readvanceable" with regards to Manulife One sub-accounts. A sub-account is simply a way of splitting off a portion of your Manulife One debt and treating it like a traditional mortgage.

If a sub-account is readvanceable, it means that as you pay it down, it creates borrowing room in your Main account. For example, if you have $10 of borrowing room in your Main account, and then you repay $1 of your sub-account, you will now have $11 of borrowing room in your Main account.

If a sub-account is non-readvanceable, it means that as you pay it down, it DOESN'T create borrowing room in your main account. Using the same example, if you pay down $1 of your sub-account, you'll still have $10 of borrowing room in your main account. There's no additional borrowing room created.

If your Manulife One borrowing limit is more than 65% of the value of your home, any debt over 65% must be put into a non-readvanceable sub-account.

What will my mortgage payments be?

Your mortgage payments are based on several factors. These include:

your interest rate
whether you choose a fixed or variable rate mortgage
the amount you borrow
your payment frequency
your term
your amortization period

Use our payment calculator to help estimate what your payments will be.

How do I direct deposit my income into my account?

To set up direct deposit, give your employer your direct deposit form, which you can download and print from online banking after you sign in.

Choose your account from the home page
Select Direct deposit form (PDF) under More.

How do I see the total interest paid on my Manulife One?

You can always see how much interest you’ve paid in your monthly Manulife One statement. Come tax time, your December statement will list the total interest paid that year.

Where do I send a discharge request to?

If you're thinking about discharging your mortgage because you're not happy with your current mortgage or you've been offered a better rate elsewhere, please give us a call at 1-855-682-5979, ext. 143406. We'd love to see if we can address your concern or review your current rate.

If you're selling your property and will need a new mortgage, please contact us at 1-877-765-2265 and we'll be happy to assist you with the switch.

If you're selling your property and not buying a new property, please ask your lawyer to fax the discharge request to 1-866-711-1986.

What is mortgage protection insurance?

Mortgage protection insurance is optional life insurance that can help protect you and your family by covering your debt and ensuring your mortgage payments are made, if the unexpected happens.

What does mortgage protection insurance cover?

This insurance can cover you for Life only or Life with Disability and Job Loss.

Who can obtain mortgage protection insurance?

Manulife One mortgage protection insurance that is available to Manulife One account holder. Manulife Bank Select mortgage protection insurance is available to Manulife Select Account holders.

You must be between 18 and 64 years of age and be a resident of Canada for income-tax purposes, in accordance with Income Tax Folio S5-F1-C1.

How do I purchase mortgage protection insurance?

You can apply by completing the application attached to your Mortgage operating agreement provided by our Retain Lending Specialist.

Alternatively, request an application by calling 1-877-765-2265. We’re available from 8 a.m. to 8 p.m. Monday to Friday, 9 a.m. to 5 p.m. Saturday and Sunday.

What happens when you apply for Manulife mortgage protection insurance?

After you apply your application will be processed and a representative of Manulife will call you to gather health information. This will be a 15 to 20-minute interview over the phone. Then, an underwriter will review your file and send confirmation by mail.

Please review the Manulife One mortgage protection insurance distribution guide.

Please review the Manulife Bank Select mortgage protection insurance distribution guide.

When does my coverage take effect?

Once your application is approved, you will receive certificate of insurance in the mail outlining the details of your insurance coverage. Your effective date of coverage will be the later of the date Manulife receives your written application and the first full premium payment, subject to underwriting approval.

The Life insurance coverage continues to age 70 and the Disability with job-loss coverage continues to age 65, provided premium are paid when due.

Please review the Manulife One mortgage protection insurance distribution guide.

Please review the Manulife Bank Select mortgage protection insurance distribution guide.

How do I qualify for disability and job-loss coverage with Manulife One?

As a Manulife One account holder, you must be actively employed and working at least 25 hours per week. If you are self-employed, you may qualify for disability insurance; however, you would not qualify for job-loss insurance.

How do I qualify for disability and job-loss coverage with Manulife Bank Select?

As a Manulife Bank Select account holder, you must be actively employed and working at least 25 hours per week.

I have a joint account with another person. Are we both covered?

Mortgage protection insurance is available for eligible joint account holders. Joint insurance premiums are based on the age of the oldest borrower.

If I increase my borrowing limit, do I have to re-apply to increase my mortgage protection insurance coverage?

Yes, if you choose to increase your borrowing limit from an amount of $250,000 or less to an amount greater than $250,000, you will need to submit a new application to have your policy cover the portion of your debt exceeding $250,000. If your application for additional coverage is denied, the amount you’re insured for will remain unchanged. If you’re interested in applying for additional coverage, contact us at 1-866-388-7095.

When would my life insurance benefit not be paid?

No life benefit will be paid if your death results from:

A condition that existed six months prior to the effective date of coverage or a pre-existing condition that required medical treatment within the six months immediately following the effective date of coverage;
Intentionally ending your life within two years of the effective date of coverage;
Committing or attempting to commit a criminal offence;
Operating a motor vehicle legally impaired;
As a result of any act of war, insurrection or terrorism; or
Traveling in or descending from any aircraft unless you are a fare-paying passenger on a commercial flight.

When would my disability benefit not be paid?

No benefit will be paid if total disability results from or occurs during:

A normal pregnancy, maternity, or parental leave;
Intentionally self-inflicted injuries while sane or insane;
Any period of disability during which you are not under the regular care of a physician and following the appropriate treatment;
Committing or attempting to commit an assault or criminal offence;
And act of war, terrorism, or insurrection;
A pre-existing condition within 24 months following the effective date of coverage.

Also, no disability insurance benefit will be paid if you are receiving job loss benefits under this certificate.

When would my job-loss benefit not be paid?

No benefit will be paid if job loss results from or occurs during:

A normal pregnancy, maternity, or parental leave
A leave of absence
Dismissal with cause
Voluntary resignation
Seasonal conditions or work that is seasonal in nature
Temporary or contract employment
Retirement, whether voluntary or mandatory
Any act of war, terrorism, insurrection, or natural disaster
Intentionally self-inflicted injuries, while sane or insane

Also, no benefit will be paid if:

At the time of claim, you are self-employed, an independent contractor or working for an immediate family member who effectively controls at least 25 per cent of voting shares of any company you are working for;
You were aware of impending unemployment 90 days before applying for insurance;
You are dismissed for any reason within 90 days of starting work for any employer; or
You are receiving disability benefits under this certificate.

How many mortgage protection insurance claims am I allowed to make?

Life insurance: only one claim may be paid per policy. If there is joint coverage in place, only one life insurance benefit will be payable.

Disability and job-loss insurance: a period of 24 months must lapse between each period of job loss to qualify for subsequent benefits. If multiple disability and/or job-loss claims are made during the same time period, monthly benefits will only be paid for one claim at a time - the one that was made first. This applies to both individual and joint coverage.

How do I pay my mortgage protection insurance premiums?

You can pay your premiums automatically from your Manulife One or Manulife Bank Select account, or from another account of your choice.

How are mortgage protection insurance claims payments made?

Any claims payments will be deposited into your Manulife One or Manulife Bank Select account.

What if I decide that I don’t want mortgage protection insurance after I’m approved for coverage?

You can cancel the mortgage protection insurance at any time if you feel the coverage doesn’t meet your needs. Simply contact us at 1-866-388-7095. If you cancel within 60 days of receiving the certificate of insurance, you will receive a refund of any premiums paid.

When will my mortgage protection insurance benefits terminate?

Your mortgage protection insurance benefits will terminate:

If, after the grace period, any premium is not paid when due;
As of the premium due date after we receive written notice that you have requested to terminate your certificate;
As of the date your Manulife One or Manulife Bank Select account ceases to be a line of credit account;
As of the date the group policy terminates;
As of the date you or the joint insured dies;
As of the date both you and the joint insured (if applicable) exceed the cessation of benefits age.

Why did I receive a letter that my insurance has been cancelled?

You likely received a letter asking you to provide us with evidence that you've got home insurance in place. If so, we sent this letter because we believe there's a problem with the policy we have on record for your property - such as a change that's been made or a payment that's been missed.

As your mortgage provider, we need to confirm that you have home insurance in place. If this sounds like the letter you received, please forward a copy of your current home insurance policy showing Manulife Bank as the Loss Payee as soon as possible.

I’m worried I can’t make my mortgage payments. Do I have any options?

If you’re struggling to make your mortgage payments, we’re here to support you. Whatever the reason, we understand the challenges you may be facing.

There may be both short-term and long-term options that can help you, depending on your individual financial situation. Give us a call at 1-877-765-2265 to speak with one of our customer service professionals. We’ll start by asking you some questions to help us make the right suggestions for you.

How do I apply for a loan?

You'll need to speak to your advisor about getting a Manulife Bank loan. If you don't have an advisor, find one here or email us at manulife_bank@manulife.ca with your request and your postal code and we'll help you find an advisor in your area.

How do I change my loan payment frequency?

Unfortunately, you can't change the frequency of your loan payment. However, if you'd like to repay your loan more quickly, you can set up recurring principal payments, or even make one-time principal payments. To do this, give us a call at 1-877-765-2265.

How is my credit limit determined?

There are a number of factors that are used to determine your credit limit, including your income, your credit history, and other debts, lines of credit, or credit cards you have. For mortgages or secured lines of credit, we also consider the value of your home or investments. To request an increase to your credit limit, please do the following:

ManulifeMONEY+ Visa: give us a call at 1-844-323-7053. Note that you'll need to wait six months after your account has been activated before requesting an increase.

Manulife One: you can request a borrowing limit increase from within this banking app. Once you've completed the request, we'll be in touch to discuss further.

Line of credit: if the value of your insurance policy or investment account has increased in value, you may be eligible for a limit increase. Speak to your Advisor for next steps.

How do I increase my credit limit?

For a mortgage increase, answer these few questions and a Mortgage Specialist will be in touch within a couple days. You can also call us directly at 1-877-765-2265, between 8 a.m. and 8 p.m Monday to Friday, or between 9 a.m. and 5 p.m. on Saturday, across all local time zones.

To request a limit increase for:

Your Access Line of Credit or Access Line of Credit Plus, please contact your advisor
Your ManulifeMONEY+™ Visa*, please call us at 1-844-323-7053
Your bank card, for ATM withdrawals, or in-store purchases, call us at 1-877-765-2265

How do I open a Line of Credit (LOC)?

To open a Manulife Bank line of credit, you'll need to speak to your advisor about getting a Manulife Bank Line of Credit. If you don't have an advisor, find one here or email us at manulife_bank@manulife.ca with your request and postal code, and we'll help you find an advisor in your area.

How do I pay off more of my debt?

The first step in reducing your debt is looking for ways to reduce your debt - so good for you! Everybody's situation is different and there's no easy answer that works for everyone, but here are a few tips that might help:

First, look at your budget and make sure you're not spending more than you earn. You may need to cut back expenses so you have extra money to put towards your debt.

Once you've determined that you've got extra money in your budget, pay down the debt with the highest interest rate first. Often, this is your credit card. If you have a low-interest line of credit, like a Manulife One account, it might be a good idea to use that account to pay down your high-interest debt. That won't reduce your debt, but it will reduce the interest you're paying - and that can free up money to....you guessed it....pay off more debt.

If you'd like to learn about your options for reducing the debt, find a local advisor, and if you want to know more about reducing your Manulife One or Manulife Bank Select mortgage, give us a call at 1-877-765-2265 and we'd be happy to help.

How do I-get-better-pricing for my loan?

At Manulife Bank, we pride ourselves on offering competitive rates.

If you'd like to review rate options on your Manulife Bank mortgage, please give us a call at 1-877-765-2265.

Find our current GIC rates here, and if you're looking for an investment with a higher interest rate, speak to your advisor (or find one here!) to learn about what investment options might be best for you.

How to do I transfer an RRSP loan into my RRSP?

Getting a Registered Retirement Savings Plan (RRSP) loan is a great way to keep your retirement savings on track. We'll look after getting the money where it needs to go by forwarding the money directly to the RRSP account you indicated on your loan application.

What are your current rates

Check out today's rates for the most up-to-date rate information.

What is a Line of Credit (LOC)?

A line of credit can be a flexible, low-cost way to access cash or reduce the cost of existing loans. We have multiple lines of credit, and you can learn more about them here.

If you have other questions about lines of credit, give us a call at 1-877-765-2265.

What is the difference between my current and available borrowings?

Great question! Your current borrowing is the amount you currently owe, and your available funds are the additional amount you can borrow before you reach your borrowing limit.

What loans does Manulife offer?

We have a number of different loans, for investments, RRSPs, home equity lines of credit (HELOC), or just a simple access line to act as a security net if the need arises. Learn more about our loan options here

How do I change a beneficiary?

To change the beneficiary for your RRSP or TFSA, you'll need to send us a letter with the following information:

• Your name and account number
• The full name (first name, middle initial, last name) of the beneficiary you wish to remove, if applicable.
• The full name (first name, middle initial, last name) of the beneficiary you wish to add, if applicable.
• If you have more than one beneficiary, the percentage of your account allocated to each beneficiary. These must add up to 100%.
• Your signature authorizing the request

Or, if you have an advisor, they can help you complete a beneficiary change form and submit it to us on your behalf.

How do I open a Guaranteed Investment Certificate (GIC)?

If you already have the money in your Manulife Bank account to purchase a GIC, it's as easy as calling us at 1-877-765-2265. We'll get you set up.

If you don't have the money in your Manulife Bank account just yet, you can get it there quickly with a Funds Transfer or a Mobile Deposit. Once the money is in your account, give us a call!

If you'd like help opening your GIC, you can meet with your Advisor. If you don't have an advisor but would like to meet with one, find one here, or send us an email with your request and your postal code and we'll help you find an advisor in your area.

How do I open a Registered Retirement Income Fund (RRIF)?

You'll need to speak to your advisor about getting a Manulife Bank RRIF. If you don't have an advisor, find one here, or send us an email with your request and your postal code and we'll help you find an advisor in your area.

How do I remove my advisor?

If you have an advisor noted on your account and you'd like to change or remove that advisor, please give us a call at 1-877-765-2265.

If you're changing your advisor, we'll need the new advisor's name and code. If you don't know the code, please contact your new advisor to get this information.

Want to remove your advisor and not add a new one? Give us a call and we'll make the change for you.

How to do I transfer an RRSP loan into my RRSP?

Getting a Registered Retirement Savings Plan (RRSP) loan is a great way to keep your retirement savings on track. We'll look after getting the money where it needs to go by forwarding the money directly to the RRSP account you indicated on your loan application.

What are Guaranteed Investment Certificates (GICs)?

Guaranteed investment certificate (GICs) are a type of investment, where you agree to invest a certain amount of money for a set period of time, known as the term, with a guaranteed rate of return at the end of the term. They're a great way to grow your money without worrying about the ups and downs of the market.

If you'd like to purchase a GIC, please give us a call at 1-877-765-2265, and if you have an advisor, they can help you set up a GIC. And if you don't have an advisor, find one here

What is a Registered Retirement Income Fund (RRIF)?

If you've saved money in a Registered Retirement Savings Plan (RRSP) and you're at or nearing retirement, you definitely want to learn about Registered Retirement Income Funds (RRIFs). Check out manulifebank.ca to learn more, or give us a call at 1-877-765-2265, or you can also check out our website at manulifebank.ca.

To apply for a RRIF, please speak with your advisor. If you don't have an advisor, find one here

What is a Registered Retirement Savings Plans (RRSPs)?

Registered Retirement Savings Plans (RRSPs), are a tax-deferred account to help Canadians save for retirement. In an RRSP, you can buy and hold a number of different investments, and as long as the investments are held in your RRSP, you don't have to pay tax on any of the interest, gains, or dividends you earn.

Each year, you can contribute up to 18% of your income, or the annual limit set by the CRA, whichever is lower. And, if you don't contribute the maximum amount in a given year, that space rolls over. To find out how much you can contribute, check the Notice of Assessment that you received after filing your taxes.

Learn more about our RRSPs here, or call us at 1-877-765-2265.

What is a Tax-free Savings Account (TFSA)?

Tax-free savings accounts (TFSAs) are exactly that: it's an account that allows Canadians to save or invest, and any interest, gains, or dividends you earn are completely tax-free. For example, if you invest $5,000 in your TFSA and it grows to $9,000 over ten years, the $4,000 earned is tax-free.

Naturally, there's a limit on how much you can invest in your TFSA each year, and that limit depends on the annual limit set by the government, and when you were born. To determine your contribution room, check your CRA account, or visit their site to learn more.

You can learn about our TFSAs here, or call us at 1-877-765-2265.

What's my RRSP contribution limit?

We're happy to help you save for retirement through your Registered Retirement Savings Plan (RRSP). Unfortunately, we don't have information on your contribution limit. To get that information, you'll need to contact the Canada Revenue Agency (CRA)

What's my TFSA contribution limit?

Tax Free Savings Account (TFSA) contribution limits are set by Canada Revenue Agency (CRA) - you can get more information by visiting the CRA website. To find out how much contribution room you have available, please contact the CRA.

Is Interac e-Transfer a secure way to send and receive money?

When you send money using Interac e-Transfer, you can be confident your money is safe. Transfers flow through the same payment network that Canadian financial institutions have used for years to process cheques and ATM transactions.

A number of security measures are built into the system, including encryption technology and a security question and answer created by you, so only your recipient can receive the money.

For additional fraud prevention, make sure you use a strong security answer that can’t be easily guessed or found. You should only share the answer with the recipient directly or through a safe channel, and don’t include any hints or clues in the optional message field.

Are my accounts CDIC protected?

Manulife Bank is a member of the Canada Deposit Insurance Corporation (CDIC), which means your deposits are eligible for CDIC deposit insurance protection.

Visit www.cdic.ca to learn more.

How can I change my online or mobile banking password?

There are two ways to change your password: in your online account, or in our mobile app.

To change your password from your online account, select 'Change password' under the 'My profile' section, and follow the steps.

To change your password in our mobile app, tap "More" from the home screen, then "My profile & settings", then "Change password".

Note that if you have a ManulifeMONEY+™ Visa* card, you'll need to change that password separately. To do so, please log into our credit card website.

How do I change my pin?

It's a good idea to change your PIN to something you can remember easily. Just don't use easy to guess PINs like 1234 or your birthdate.

You can change the PIN on your Manulife Bank card at any Manulife Bank or EXCHANGE® Network ATM. If you've forgotten your PIN, you can reset your PIN through our mobile application available on iOS or Android or by calling us at 1-877-765-2265.

To change the PIN for your ManulifeMONEY+ Visa card, please give us a call at 1-844-323-7053.

How do I change my security questions?

To change your security questions, log into your account and select "Change Security Questions" under "My Profile". You can also change your security questions using our mobile app.

How do I get an advisor?

An advisor is a great resource to help you achieve your financial goals. Whether you're looking for a local advisor or mortgage specialist, we can help.

If you already have an advisor but have simply forgotten who that is, sign into online banking, click on your account number and you'll see your advisor's name.

How safe is Manulife Bank?

We take security very seriously, and we have numerous tools and procedures in place to protect your account. These include things like your account password, security questions, and PIN. If you suspect that your password, security questions or PIN have been compromised, please contact us as soon as possible at the numbers below:

For credit card accounts, call us at 1-844-323-7053.

For all other accounts, call us at 1-877-765-2265.

I don’t recognize a charge on my account. What should I do?

The security of your account is our top priority. If there's a charge on your account that you don't recognize or you feel is incorrect, contact us as soon as possible so we can investigate the transaction and make any necessary corrections.

For credit card accounts, call us at 1-844-323-7053.

For all other accounts, call us at 1-877-765-2265.

I have been a victim of fraud, what do I do?

Being a victim of fraud can be stressful - and we're here to help.

If you're concerned about your ManulifeMONEY+ Visa account, please call us at 1-844-323-7053.

If you're concerned about any other Manulife Bank account, please call us at 1-877-765-2265.

We'll review your transactions and help get your banking back on track.

I lost my credit card. What should I do?

It never feels good to lose your credit card. It's important to report it as missing as soon as possible.

If your credit card has been lost or stolen, please call us at 1-844-323-7053. We'll cancel the card, review your transactions and get you a new card.

I've forgotten my PIN. How do I get a new one?

Getting a new PIN is easy, and we're happy to help.

To set up a new PIN for your ManulifeMONEY+ Visa card, give us a call at 1-844-323-7053.

For all other products, you can reset your PIN through our mobile application available on iOS or Android or by calling us at 1-877-765-2265. Once your PIN is reset, you can then change the PIN on your Manulife Bank card at any Manulife Bank or EXCHANGE^® Network ATM.

Is online banking secure?

We know cyber security is very important and it's a top priority for us. Both our mobile banking app and our online banking website are very secure, and we use the most secure methods for transferring information. You can learn more about the security features in our Online Privacy Policy.

What are security questions?

We'll prompt you to answer security questions from time to time when you log into your account through online or mobile banking. These are questions that you set up the first time you log in - and presenting them to you helps us confirm your identity.

You can change your security questions at any time through online or mobile banking. For your protection, you should never share your security questions or answers with anyone.

What can I do to protect myself from fraud?

It's a great idea to be proactive in trying to protect yourself from fraud. One of the best things you can do is get a copy of your credit bureau report to see if there is anything unusual. It's a good idea to review your credit history periodically to ensure it's accurate. You can contact both Equifax and TransUnion and they'll let you know how to get a copy of your report:

Equifax®: 1-800-846-5279

TransUnion®: 1-800-916-8800

If you believe your Manulife Bank account has been compromised, please give us a call so we can review this further with you:

For credit card accounts, call us at 1-844-323-7053.

For all other accounts, call us at 1-877-765-2265.

What if I lose my phone?

It's never fun to lose your mobile device - but don't panic. There are a few things you should do right away.

First, contact your wireless carrier as soon as possible. If you have a way to clear the memory of your device remotely, you should do that as well.

Second, if you're concerned that someone might be able to access your banking information, you should log into online banking at manulifebank.ca and change your password.

Finally, please give us a call at 1-877-765-2265 to let us know you've lost your device, so we can keep an eye out for fraudulent activity.

What is phishing?

"Phishing" is a way that criminals try to get you to disclose personal information such as your username, password or credit card details by pretending to be a someone you know or trust. For example, you may receive a phone call from someone claiming to be a technician for a well-known company. They might state that your computer is releasing personal information and you need a technician to remotely access your computer to repair "the issue". They would then direct you to go to a website to grant them access to your computer. If you were to grant them access, they would be able to gain your personal information from your computer.

How do I change my pin?

It's a good idea to change your PIN to something you can remember easily. Just don't use easy to guess PINs like 1234 or your birthdate.

You can change the PIN on your Manulife Bank card at any Manulife Bank or EXCHANGE^® Network ATM. If you've forgotten your PIN, you can reset your PIN through our mobile application available on iOS or Android or by calling us at 1-877-765-2265.

To change the PIN for your ManulifeMONEY+ Visa card, please give us a call at 1-844-323-7053.

Is Interac e-Transfer a secure way to send and receive money?

When you send money using Interac e-Transfer, you can be confident your money's safe. Transfers flow through the same payment network that Canadian financial institutions have used for years to process cheques and ATM transactions.

A number of security measures are built into the system, including encryption technology and a security question and answer created by you, so only your recipient can receive the money.

For additional fraud prevention, make sure you use a strong security answer that can’t be easily guessed or found. You should only share the answer with the recipient directly or through a safe channel, and don’t include any hints or clues in the optional message field.

Are there limits for mobile deposits?

You can deposit cheques with a value up to $1,000,000.

Can I cancel an Interac e-Transfer transaction?

You can cancel an Interac e-Transfer transaction as long as your recipient hasn't deposited the money yet. Just visit the Interac e-Transfer^® page in your online account, or the Transfers page on our mobile app. And if you need to add or delete recipients, or change their contact information? Well, you can do that too!

Can I change my password in the app?

Yes, you can change the password you use for online and mobile banking in the mobile app.

Simply:

Tap the ‘More’ menu
Tap ‘Change password’
Enter your current password, and then your new password twice. Our strength indicator will tell you if your new password is weak or strong. For suggested guidelines on how to create a new password, open the information tool.
You will receive a confirmation screen, indicating your password for online and mobile banking has been changed.

Note – if you change your password within the mobile banking app, that password will also be changed for your online banking access, and vice versa.

Can I change my security questions using the mobile banking app?

Yes, you can change your security questions within the mobile app. Follow these easy steps:

Tap the ‘More’ menu
Tap ‘Change security questions’
Choose three new security questions from the list we’ve provided
Tap ‘Continue’ to confirm your questions have been changed

Note – if you change your security questions within the mobile banking app, those questions will also be changed for your online banking access, and vice versa.

How do I pay my bills?

Nobody likes to pay bills. But at least we make it easy.

To set up a bill you want to pay, “add a payee” using online or mobile banking, or by calling 1-844-217-9555. Now you can pay bills from that company whenever you choose using online, mobile or telephone banking.

Once you've added a payee to your account, you can make either single or recurring payments.

If you make a payment today, the money will be debited from your account immediately. If you schedule a bill payment for a future date, the money will come out of your account on that date. Keep in mind that if you pay a bill on the weekends or bank holidays, the money will be debited right away, but the payment won’t be posted until the next business day. If you need to reverse a payment, that can be done on the next business day after the payment is posted.

It's a good idea to schedule a bill payment for three to five days before the due date, since some companies take longer to process payments.

Can I store more than one access number in the mobile app?

Yes! You can store up to 20 access numbers in the mobile app. Just turn on the 'Remember me' function when you log in.

Can I download the app if I’m outside of Canada and the U.S.?

No, you must be in either Canada or the U.S. to download our mobile app. If you're travelling out of the country, make sure to download the app before you leave.

Can I make multiple bill payments at once?

You can pay up to 5 bills at a time through online banking. However, you can only pay one bill at a time using the mobile app.

How do I request a mortgage increase?

You can request a mortgage increase through online banking or the mobile app.

Online banking: Apply for $5,000 or more in additional borrowing room through online banking by following these steps:.

Sign into online banking
Under Mortgage & loans, choose the mortgage you’d like to increase
Click the More icon and choose Request a mortgage increase from the dropdown menu
Complete the required questions and click Next
Review your responses
Click Confirm

Mobile banking: Tap on the ‘More’ option in the main menu, and ‘Request a mortgage increase'. Follow instructions and tap submit.

How can I see how much of my mortgage has been paid off?

Your mortgage is a big part of your financial life - and it's nice to be able to see your progress in paying it off. In your online account and the mobile app, you can see how you're doing.

Just select your mortgage account from the Accounts page and then select Graph View. You'll see your progress over the last 30 days, but you can customize your view to see up to 1 year of activity.

If you have a Manulife One account, you can also see a graph of your progress on your monthly statement.

How do I add, edit, or delete my Interac e-Transfer contacts?

You can add, edit and delete your Interac e-Transfer contacts by selecting Interac e-Transfer^® in your online account or Transfers in our mobile app, followed by Manage contacts.

To edit or delete a contact, select the contact’s name and then either Edit or Delete.

To add a new contact, select Add a contact. Here, you can enter the new contact's information manually, or in the mobile app choose Add someone from your contact list, which will use your contact's information that is saved to your device to create your new Interac e-Transfer contact.

How long will it take for a payee to receive my bill payment?

When you make a bill payment, the money will be withdrawn from your account right away.

If you're scheduling a bill payment for a future date, the money will be withdrawn from your account on the scheduled date. The money needs to be in your account the day before the payment is scheduled.

It can take up to 3 days to process bill payments, so you should make bill payment at least 3 days before the due date to make sure it's made on time. View a list of bill payments that take longer than usual to process.

How do I know if a recipient has accepted the money I sent using Interac e-Transfer?

Your funds will be removed from your account as soon as you send the money using Interac e-Transfer.

You will receive notification that your recipient has accepted the funds either by email or text message -- the method you selected when you created or edited your Interac e-Transfer profile.

If a recipient does not accept the money you sent using Interac e-Transfer, or you cancel a pending Interac e-Transfer transaction before the recipient accepts it, the funds will be re-deposited into your account.

How do I set up my Interac e-Transfer profile?

When it comes to sending or receiving money, you want to make sure your contact information is correct. You can edit your Interac e-Transfer profile details in your online account or in the mobile app. You can update your name, email address, phone number, your preferred language, and how you'd like to be notified.

How do I enable and disable Face ID on my Apple iPhone X?

To enable Face ID, you must first register your face on your device.

From your home screen, tap ‘Settings,’ then ‘Face ID & Passcode’ and follow the instructions.

Now that your face has been registered, you can enable Face ID for mobile banking by:

Signing into Manulife Bank Mobile,
Going to the ‘More’ menu,
Choosing the ‘Face ID’ option, and
Toggling ‘Enable Face ID’ to ‘Yes.’

Once you’ve enabled Face ID, you’ll be asked to agree to the corresponding terms and conditions before you can use the feature.
At this point, if you have not yet saved your access card number within the app, you can have the app save it for you by choosing ‘OK.’
That’s it - you’re done! The next time you sign into mobile banking, you’ll be prompted to use Face ID by looking at your screen.

To disable Face ID:

Go to the ‘More’ menu,
Toggle ‘Enable Face ID’ to ‘No,’ and

Tap “I agree.” The next time you sign into mobile banking, you’ll be prompted to enter your password.

How do I enable and disable the fingerprint identification feature on Manulife Bank Mobile (Apple Touch ID or fingerprint ID for Androids)?

To enable the fingerprint identification feature, you must first register your fingerprint to your device.

If you're using Apple Touch ID:

From your home screen, tap 'Settings,' then 'Touch ID & Passcode' and follow the instructions.

If you're using fingerprint ID on an Android device:

From your home screen, tap 'Settings.' Then, find the menu option that contains 'Fingerprint' or 'Finger scanner,' and follow the instructions.

Now that your fingerprint has been registered, here's how to enable fingerprint identification for mobile banking:

Sign into Manulife Bank Mobile
Go to the ‘More’ menu
Choose the fingerprint identification option for your device (Touch ID for Apple users; Fingerprint ID for Android users)
Toggle ‘Enable Touch ID/fingerprint ID’ to ‘Yes.'
Once you’ve enabled this feature, you’ll be asked to agree to the corresponding terms and conditions before you can use the feature.

At this point, if you have not yet saved your access card number within the app, you can have the app save it for you by choosing ‘OK.’

You’re done - the next time you sign into the app you’ll be prompted for your fingerprint!

To disable fingerprint identification:

Go to the ‘More’ menu, and
Toggle ‘Enable Touch ID/fingerprint ID’ to ‘No.’

Tap “I agree.” The next time you sign in, you’ll be prompted to enter your password.

What is secure inbox?

If you have questions or need help with your account, you can send us a message directly in the app using your secure inbox, and we’ll respond within one business day.

Download the Manulife Bank mobile app.

How do I know what version of the app is installed on my device?

Check your app version by accessing the Contact Us section of the mobile app. The version number will be in the bottom-right corner of the screen.

How do I change my contact information in the mobile app?

You can update your mailing address, phone number(s) and email address through our mobile banking app by tapping:

‘More’ in the main menu,
‘My profile & settings,'
‘View/Update contact information'

How do I transfer money from or to another account?

To transfer money between your Manulife Bank account and your account at another Canadian bank you need to link your accounts. Once your accounts are connected, you can transfer money from within your Manulife Bank account using online, mobile, or telephone banking. There’s no need to set up the link at your other bank – you can do it all through Manulife Bank.

To transfer money between Canadian-dollar and US-dollar Manulife Bank accounts, you need to send yourself a wire transfer. You can initiate a wire transfer from the Transfers page in the mobile app, or by calling us at 1-877-765-2265.

How do I find a nearby automated banking machine (ATM)?

You can search for an ATM from the sign in page – even if you haven’t signed into the mobile app - by selecting the ATM Locator icon.

If you're signed into the app, select the More menu and then choose ATM Locator.

If your device’s location services are turned on, the ATM locator will immediately display the closest ATMs in your area. If your location services are turned off, you can enter your desired location in the search field.

Tap the individual map icons to see the details of each ATM (e.g. address, directions, ATM features).

How do I renew either my Manulife One sub-account or my Manulife Bank Select mortgage through the mobile banking app?

Tap More in the main menu, then More Bank Services, then Mortgage Renewal.

How do I sign into mobile banking for the first time?

If you've previously used online banking, you can sign into mobile banking using the same access number and password.

If this is your first time signing into mobile banking, and you’ve never used online banking before:

Launch the app on your mobile device; the ‘Sign in’ screen should open

Input your access-card number and the temporary password we provided you when we opened your account, then tap ‘Sign in.’ If you no longer have your access-card number or your temporary password, please call us at 1-877-765-2265.

Create a new password, which you must enter a second time to confirm your choice; then ‘Submit.’ Our strength indicator will tell you if your new password is weak or strong. For suggested guidelines on how to create a new password, open the information tool.

Once your password is updated, you will be asked to ‘Set up security questions’ by choosing three security questions from the list we’ve provided. Input your answers for each question, then tap ‘Continue’ to begin banking.

How do I view my transactions within a specific date range?

The transaction history list defaults to showing your last 30 days of transactions; however, you can set the date range for any period you want (maximum 12 months at a time) by tapping the filter icon, which is in the top right corner of the transaction history page on a smartphone and next to the transaction history date on a tablet. You can also tap the word ‘Date’ to access the ‘filter’ icon.

How long does it take to send money using Interac e-Transfer?

Interac e-Transfer transactions normally take at least 30 minutes before your recipient will receive their notification. However, once they receive their notification, they can deposit their money immediately - no more waiting. They'll have up to 30 days to accept the transfer. And if they forget? You can send them a gentle reminder any time during those 30 days. Just select the pending Interac e-Transfer transaction and then select Re-notify contact.

I am visually impaired – can I use the app?

Yes, our mobile app employs the same accessibility standards as our website. For more information, click here

I have chosen to renew my mortgage or sub-account through the mobile app – when will I see the new term in my account details?

Your new mortgage or sub-account term will be reflected in your account details one business day after the scheduled renewal date of your current term.

I received an email that my Interac e-Transfer transaction did not go through

If your Interac e-Transfer transaction didn't work, the first step is to double-check and make sure you've entered the correct email address and/or mobile phone number.

Once you've done that, here are some other potential problems that can cause issues with Interac e-Transfer transactions:

If the number you entered is for a land-line rather than a mobile phone
If you entered a non-Canadian mobile phone number
If your recipient has blocked Interac e-Transfer notifications from being sent to their mobile phone number and/or email address
If your recipient is encountering technical problems with their mobile phone or network preventing messages from being received
If your recipient's Mobile Network Operator does not support text messages
If none of the above seem to be the cause of the problem, you can also try stopping the Interac e-Transfer transaction and sending it again.
If that still doesn't work, please call us at 1-877-765-2265 and we'll help with further troubleshooting.

Is there a cost to send money using Interac e-Transfer?

With Manulife One, free Interac e-Transfer transactions are included in your Unlimited Daily Banking fee.

For Manulife Bank Select, there are two options:

With the monthly fee, you can send money using Interac e-Transfer 3 times each month with no extra charge.
With “pay as you go” accounts, you can send money using Interac e-Transfer for $1 per transaction.

Receiving money using Interac e-Transfer is always free. See all applicable Interac e-Transfer transaction fees and limits here.

The app didn’t install properly. What should I do?

Check your available space to ensure there is enough room to install the app. If necessary, delete other applications or photos then try to install the app again.

Is the mobile app secure?

Yes, the smartphone and tablet versions of the mobile app employ the same security standards as our online banking site. For more information, please review our tips to protect yourself online.

I lost my device. What should I do?

If you lose your mobile device:

Contact your wireless carrier as soon as possible. If you have a remote device-wiping app on your device, you should employ that as well.
If you are concerned that someone else might be able to access your banking information through your device, we recommend you log into online banking on manulifebank.ca and change your password.

Once you have done the above, please call us at 1-877-765-2265 so we can make sure no fraudulent activity has occurred on your account.

Is your mobile deposit feature secure?

Manulife Bank’s security features ensure you can deposit cheques in a safe and private mobile environment. In addition, cheque images are never stored on your mobile device. For more information, please review these tips to protect yourself online.

What are security questions?

We'll prompt you to answer security questions from time to time when you log into your account through online or mobile banking. These are questions that you set up the first time you log in - and presenting them to you helps us confirm your identity.

You can change your security questions at any time through online or mobile banking. For your protection, you should never share your security questions or answers with anyone.

What devices/operating systems are compatible with the mobile app?

Our mobile app is compatible with:

iPhone/iPad - iOS version 14.1 and above
Android smartphone/tablets with OS version 10 and above.

Not sure which operating system version your device has? Here's how to figure it out:

If you have an Apple device, tap Settings > General > About
If you have an Android smartphone, tap Menu > Settings > About Phone. If you have an Android tablet, tap Settings > General > About Device

NOTE: Before attempting to install the app, make sure you have enough free data space on your device. For example, you can free up space by deleting photos, videos, and other large files. To see your available space, go into Settings > General > About. The Manulife Bank mobile app requires 6.7 MB of space.

What if I sent money using Interac e-Transfer to the wrong person?

You can cancel an Interac e-Transfer transaction as long as your recipient hasn't deposited the money yet. Just visit the Interac e-Transfer^® page in your online account, or the Transfers page on our mobile app. And if you need to add or delete recipients, or change their contact information? Well, you can do that too!

Are there limits for Interac e-Transfer transactions?

Get all the details on Interac e-Transfer transaction limits and fees here.

What do the dots at the bottom of my transaction history mean?

When you have more than one account, the dots at the bottom of the Accounts screen allow you to swipe back and forth between your accounts to view the details of each account.

What does my displayed balance include?

Your account balance is the amount of money you have in your account. If you have borrowings, your account balance is the amount you owe. It takes into account all deposits and withdrawals you've made. However, it can take a few days for recent transactions to show up. If you don't see your latest activity, just check back later - it's coming.

What if my recipient hasn’t accepted the money I sent using Interac e-Transfer?

You'll receive an email or text message when your recipient accepts or declines your Interac e-Transfer transaction. If the recipient hasn't yet accepted, you can send them a reminder by selecting the pending Interac e-Transfer transaction and then selecting 'Re-notify contact'.

If they've declined the transfer by mistake, you'll need to initiate a new transfer.

What kind of cheques can I deposit?

If you have a Canadian-dollar cheque from a Canadian bank or financial institution that’s made payable to you, you can deposit the following types of cheque using an ATM or mobile deposit:

Personal
Business
Certified
Money order
Government
Convenience
Counter

If you have a US-dollar cheque from a Canadian financial institution, there are two ways to deposit those cheques into your account:

Send cheques by mail to Manulife Bank, 500 King Street North, PO Box 1602, Waterloo, ON, N2J 4C6
Visit an RBC Royal Bank branch and give the teller one of your RBC Royal Bank deposit slips. Note, you can only deposit Canadian-dollar or US-dollar cheques from other Canadian banks at RBC branches.

You can’t deposit cheques that are:

Dated more than six months in the past
Future-dated
Not payable to you (the account holder)
From a non-Canadian financial institution

Note: we can’t accept cheques from foreign banks. Instead, ask the sender to wire the transfer to your Manulife Bank account.

Where can I download the Manulife Bank mobile app?

Our mobile app is available on most Apple^®and Android^TM smartphones and tablets, and can be downloaded from the following online stores:
image link to:

Where can I find my access number?

Your access number is included on the front of your Manulife Bank access card. If you don’t have an access card, you can find your access number on the welcome letter you received from Manulife Bank. If you aren’t sure which number to use, contact our Service Centre at 1-877-765-2265.

Who can I send money to using Interac e-Transfer?

You can send money using Interac e-Transfer to anyone with a Canadian bank account and an email address or mobile phone number.

Why am I seeing ATMs of other companies in my search findings?

Manulife Bank is part of THE EXCHANGE^® Network, an association of banks and credit unions across Canada that allow clients of other participant organizations to use their ATMs, which means you, as our client, have access to thousands of ATMs across Canada with no additional surcharges.

Why is a bill payee not available to be added?

If you're trying to add a bill payee and can't find the name of the company, try a less specific search. For example, instead of searching for "HBC", try "Hudson's Bay Company."

If you're still unable to find the payee, submit a request to suggest a new payee be added to the list and we'll do our best to get it added.

Unfortunately, there may be some payees that we can't add due to technical limitations.

Why do I have to re-deposit my money when the Recipient did not collect the Interac e-Transfer transaction?

When you send money using Interac e-Transfer, the money is withdrawn from your account and held in another account, for your recipient to collect. Your recipient has 30 days to collect the money and, during that time, only you and the person you're sending it to have access to it.

If your recipient doesn't deposit the money within 30 days, the Interac e-Transfer transaction will expire. When that happens, you'll receive a notification advising you that you need to re-deposit the money back into your account.

If you forget - don't worry. We'll automatically put the money back into your account If you don't re-deposit the money within 7 days.

Will the app save my password?

No, for security purposes, you must enter your password every time you log into the mobile app. You can, however, save your access number with the ‘Remember Me’ option on the sign-in page.

*If you have enabled either Apple Face ID^®facial recognition technology, or fingerprint identification technology (i.e. Apple’s Touch ID or fingerprint ID for Androids) on your mobile device, you will be asked to either look at your phone screen for facial recognition or use your fingerprint to sign in, instead of entering your password, unless we determine password entry is required.

Why am I receiving alerts and notifications about my Manulife Bank accounts?

From time to time, we need to tell you something important to help you manage your day-to-day finances and help you avoid unexpected charges or fees. Visit our Email alerts and automatic notification services page for details and to learn how to manage your preferences.

What is Autodeposit?

Autodeposit is a convenient and secure way to receive money via Interac e-Transfer directly into your account without having to answer a security question.

I want autodeposit! How do I do it?

Using online banking, visit the Interac e-Transfer^® page, then select Interac e‑Transfer profile. Using the Manulife Bank app, select More then Profile & settings and then Autodeposit. Follow the prompts to register for autodeposit. It only takes a couple of minutes to set up your profile. After you set up your profile, Interac will send you an email to confirm your registration and agree to their terms of service.

Once you agree to the terms of service in that email, you’re set! Any money sent via Interac e-Transfer will be automatically deposited into your Manulife Bank account without needing a security question.

Will I still need to answer security questions once I’ve registered for autodeposit?

Nope. It’ll be faster than ever to receive money via Interac e-Transfer.

How many emails or mobile phone numbers can I use for autodeposit?

You can register up to five email addresses or mobile phone numbers for autodeposit.

What happens if I don’t sign up for autodeposit?

You’ll still be able to send and receive money using Interac e-Transfer using a security question and answer.

Can I cancel an Interac e-Transfer transaction after I’ve sent it if the recipient has autodeposit?

No, once you’ve sent money using Interac e-Transfer to a contact registered for autodeposit, it can’t be recalled or cancelled.

What is live chat?

You can chat with a real person on our mobile app by using the live chat feature. Our customer support agents are online Monday to Friday from 9 a.m. to 5 p.m. (ET). They can help you with questions about everyday banking or help you with anything related to your accounts.

Can I use mobile wallet when my access card is locked?

No, you are not able to use mobile wallet when your card is locked. Just like a physical card, your mobile wallet will not work when trying to make new purchases, either in-person or online when there’s a temporary lock on the card.

Once the card is unlocked, you can use mobile wallet like usual.

What is a mobile wallet?

A mobile wallet is an app on your mobile device that allows you to add payment information from your credit or debit card and make purchases with your device. You may also be able to keep loyalty club memberships and reward cards in your mobile wallet.

There are several different mobile wallet apps available, but the main five are Apple Pay®, Google Pay™, Samsung Pay, and Garmin Pay™. You can add your ManulifeMONEY+™ Visa* card to all five mobile wallets and your Manulife Bank debit card to Apple Pay®, Google Pay™ and Samsung Pay. Cards loaded into a mobile wallet can be used to make secure and convenient purchases in stores, other apps, and online shops that accept mobile payments.

What cards can I add to a mobile wallet?

You can add your ManulifeMONEY+™ Visa* card to Apple Pay®, Google Pay™, Samsung Pay, and Garmin Pay™ and your Manulife Bank debit card to Apple Pay®, Google Pay™ and Samsung Pay.

What devices can I use a mobile wallet with?

Here are the compatible devices for each app:

Apple Pay supported devices (Compatible with ManulifeMONEY+ Visa card and Manulife Bank debit card)
Samsung Pay supported devices (Compatible with ManulifeMONEY+ Visa card and Manulife Bank debit card)
Google Pay supported devices (Compatible with ManulifeMONEY+ Visa card and Manulife Bank debit card)
Garmin Pay supported devices (Compatible with ManulifeMONEY+ Visa card and Manulife Bank debit card)

Can I use a mobile wallet outside of Canada?

You can use your mobile wallet wherever contactless payments are accepted. If you’re unsure if contactless payment is accepted, simply ask an employee when you checkout. Keep in mind that fees may apply including foreign exchange fees. We suggest you also check out your credit card or debit card agreements to see if there are any other fees associated with using your card abroad.

Do I have to pay any fees to use a mobile wallet?

We don’t charge fees for using a mobile wallet. However, you’re responsible for any fees or charges from third-party service providers, like data usage or messaging rates.

Do I still get cash back rewards on my ManulifeMONEY+ Visa card if I make purchases with a mobile wallet?

Absolutely! You get all the same rewards and perks.

How do I add my card to Apple Pay?

The Apple Pay app comes pre-installed on all supported devices. If you can’t find the app on your device, go to the App Store, search for Wallet, and download the app. Then, follow these steps:

Open the Wallet app on your device.
Tap the “+” in the top right corner of the app.
Tap Debit or Credit Card.
Tap Continue.
Use your phone’s camera to capture your card info, or enter it manually. Follow the onscreen instructions to add your card.

Depending on your device, there may be a limit of how many cards can be added to your mobile wallet. The first card you add will be your default payment option, but here’s how to change the default card:

Go to your phone settings, scroll down, and select Wallet & Apple Pay
Under TRANSACTION DEFAULTS, select Default Card, then choose which card you want to be your default from the list.

Note: Depending on your device, these steps may be different.

How do I add my card to Google Pay?

The Google Pay app comes pre-installed on all supported devices. If the app isn’t on your device, download the app for your Android or iOS device. Then, open the app and follow these steps:

Tap Add a card.
Tap Add Credit or Debit Card.
You can use the camera on your device to capture your card info or enter it manually.
You will be asked to verify your card. Choose a verification option from the list.
Once received, enter the verification code and follow the onscreen instructions to add your card.

After you add a card, you might see a small charge on your account from Google Pay. This charge checks that your card and account are valid. Once the card is validated, the charge will be refunded to your account.

Google Pay doesn’t limit the number of cards you can add. The first card you add will be the default payment option, but here’s how to change the default card:

Open the Wallet app on your phone.
At the top of the screen, on your card, swipe from the right edge of the screen until you find your Manulife Bank debit card.
Tap the card.
At the bottom of the screen, tap Details and then tap Default for contactless.

Note: Depending on your device, these steps may be different.

How do I add my card to Samsung Pay?

The Samsung Pay app comes pre-installed on all supported devices. If the app isn’t on your device, download the app. Then, open the app and follow these steps:

If it’s your first time opening the app, you’ll be asked to set up a PIN or fingerprint ID.
Next, you’ll need to select the + icon in the top right corner of the app.
Then select ADD PAYMENT CARD.
From there, follow the on-screen instructions to add the card.

You can add up to 10 cards to the Samsung Pay app. You don’t need to pick a default card option. However, the first card that is displayed is either the last card that was registered or the last card that the you used via your mobile wallet.

Note: Depending on your device, these steps may be different.

How do I add my ManulifeMONEY+ Visa card to Garmin Pay?

The Garmin Pay app comes pre-installed on all supported Garmin devices, but you will need to download the Garmin Connect app for your Apple or Android device to add your card. Then, open the app and follow these steps:

From the Garmin Connect app, tap the three lines or three dots icon in the top left corner.
Select Garmin Pay
Tap the three dots in the top right corner, then select Add Card.
Follow the on-screen instructions to add your card.

How secure are the mobile wallet apps? What type of personal information is stored on the mobile wallet app?

Please review Apple Pay’s security overview for more info. (Compatible with ManulifeMONEY+ Visa card and Manulife Bank debit card)

Please review Google Pay’s security overview for more info. (Compatible with ManulifeMONEY+ Visa card and Manulife Bank debit card)

Please review Samsung Pay’s security overview for more info. (Compatible with ManulifeMONEY+ Visa card and Manulife Bank debit card)

Please review Garmin Pay’s security overview for more info. (Compatible with ManulifeMONEY+ Visa card and Manulife Bank debit card)

If my card expires or is replaced, do I have to make updates to my mobile wallet?

Yes – you’ll have to remove the current card and then add the new one. You can visit the website of your mobile wallet provider for information on how to remove a card.

Apple Pay
Google Pay
Samsung Pay
Garmin Pay

Is there a transaction limit when using the mobile wallet?

ManulifeMONEY+ Visa card

As long as there is sufficient credit available on your ManulifeMONEY+ Visa card account, there are no restrictions on the amount you can spend to pay for purchases with your mobile wallet. However, we suggest checking with the store if they impose an amount limit on purchases made using a mobile wallet.

Manulife Bank Debit Card

The following limits apply for purchases made with your Manulife Bank debit card in your mobile wallet:

- Contactless payments in a store: less than $250

Note: To protect yourself, you must enter your PIN as soon as the contactless payment reaches $400.

- Payments for mobile website or in-app purchases: $3,000 per day

I’ve lost my device/credit card… now what?

If your credit card or device with your mobile wallet has been lost or stolen, get in touch with us ASAP and let us know. Until we’re notified, you’ll be responsible for any and all purchases made with the card.

Where can I make purchases using a mobile wallet?

While shopping in stores, you can make purchases with a mobile wallet wherever contactless payment is accepted. If you’re unsure if contactless payment is accepted, simply ask an employee when you checkout. While using your phone to shop online or in an app, you can select Apple Pay, Google Pay or Samsung Pay when you checkout wherever mobile wallet payments are accepted.

Who should I contact if I have a technical problem with my mobile wallet?

We suggest you contact your mobile wallet provider:

- Apple, Google or Samsung (compatible with the ManulifeMONEY+ Visa card and the Manulife Bank debit card)
- Garmin (compatible with the ManulifeMONEY+ Visa card)

Will my transaction information be sent to my mobile wallet provider?

Transaction information will not be shared with the mobile wallet provider. The only information that will be shared with them is your name and account number when you set up your mobile wallet.

Will transactions appear on my account statement if I use my mobile wallet?

Whether you use a physical card or a card through your mobile wallet, all transactions will appear in your transaction history and on your statements.

Can I use the tax payment and filing service if I have a personal account at Manulife Bank?

You must have a Business Advantage Account or Manulife One for Business mortgage in order to file taxes and pay provincial or federal government agencies using our business tax payment and filing service. Personal account holders are not eligible for the service and already have access to an extensive list of bill payees through online and mobile banking – you may find that the agency you wish to pay is already on that list.

How long before I receive my user ID and password for the tax payment and filing service?

Typically, within 5 business days. Watch for messages from PFS.creditors@telus.com.

Where can I find a user guide for the tax payment and filing service?

The user guide is available within the payment portal. You can also download a PDF copy.

What new fees apply to this service?

A one-time enrollment fee of $25 will apply. A per-transaction fee of $2 will also apply. The Manulife Bank business account you designated when you enrolled will be debited monthly.

I have an eligible business account already. How can I enrol in the tax payment and filing service?

The fastest way is to self-serve. Complete the electronic enrollment form and return it to Manulife Bank using the Upload documents feature of online banking. If you prefer, you can return the completed enrollment form via fax or letter mail. Speak to your advisor or contact Manulife Bank if you cannot self-serve.

Can I enrol in the tax payment and filing service when I open my new business account?

Yes. Our application packages include instructions for enrolling in the optional tax payment and filing service. The representative who helps you submit your application for a Business Advantage Account can guide you.

I cannot sign in with the user ID and temporary password that TELUS sent me. What should I do next?

Contact Dye & Durham at 1-800-206-9444 for assistance, between 8 a.m. and 8 p.m. ET, Monday to Friday.

Can I add, change, or remove users and associated bank accounts?

You can set-up only a single user but can make tax payments from multiple Manulife Bank accounts. If you enrolled multiple accounts, you can choose the account from which you wish to make a payment within the tax payment portal. Contact us to add accounts or request account changes.

Can I change which Manulife Bank business account gets debited for tax payment transactions?

Yes. If you enrolled multiple Manulife business accounts, you may choose which one gets debited within the portal. Please refer to the user guide for further assistance.

I cannot complete a tax account registration or set up a payment. Where can I get help?

Please refer to the user guide for instructions on account registration and set up of a payment. If you cannot resolve your issue in that way, contact Dye & Durham at 1-800-206-9444 for assistance, between 8 a.m. and 8 p.m. ET, Monday to Friday.

I paid my tax bill on the exact date it was due. Why am I being charged a late payment penalty?

Payments are processed early in the morning on the payment date. Payments entered on the due date are therefore considered late, and subject to government penalties. To avoid late payment penalties, you must make payments no later than midnight of the last business day before the due date. For further clarification, contact Dye & Durham at 1-800-206-9444, between 8 a.m. and 8 p.m. ET, Monday to Friday.

I made a mistake and need to cancel a tax payment right away. What do I do?

If your payment has not yet been processed, you can cancel it. Within the portal, you’ll find links to a user guide and answers to Frequently Asked Questions (FAQ) on the Registered payments and accounts screen. These online resources provide instructions on cancellations. If you cannot resolve your issue in that way, contact Dye & Durham at 1-800-206-9444 for assistance, between 8 a.m. and 8 p.m. ET, Monday to Friday.

I made a mistake and paid the wrong government agency or paid too much in taxes. How can I fix this?

If your payment has not yet been processed, you can cancel it. Follow the steps outlined in the “View or cancel future-dated transactions” section of the portal’s online user guide. Contact Dye & Durham at 1-800-206-9444 if you need assistance, between 8 a.m. and 8 p.m. ET, Monday to Friday. If the payment has already been processed, you must contact the government agency to which you made the incorrect payment directly.

Will my tax payments appear in my bank statements and transactions online?

Yes, each bill payment will appear as a single line item, “Fed/Prov Tax Payment”, on the day the payment was made, while enrollment and transaction fees will appear as a consolidated line item “Business Tax Payment Fee”. Note the fees may not be charged on the same day as the transaction.

I forgot my user ID or password for the tax payment and filing service. How can I sign in?

You can reset your own password at any time by clicking I forgot my password at the top of the portal sign in screen. You’ll receive a new password at the email address entered in your profile. Contact Dye & Durham at 1-800-206-9444 for assistance with your user ID.

What happens to the service if I close my Manulife Bank account?

There are no maintenance costs or dormancy fees associated with this service; it will be terminated automatically if you choose to close your Manulife Bank business account. Note that any post-dated payments will be void upon cancellation of the service.

Frequently asked questions

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