Why can't I access my account online?
To access your account information online, you must create a user id and password by registering. If you have already registered but you are having problems logging in, please refer to the Lost Password page.


Why is my password and/or user id not working?
You may not be able to log in because of one of the following reasons:

  • You are not registered. Please register to gain access to your accounts and other features available to registered users.
  • Lost Password. For security reasons, we do not have access to your password. If you have forgotten your password and have not been locked out (the system will automatically lock after 3 failed login attempts), please refer to our Lost Password page.
  • Lost User ID. If you have forgotten your user id, please call one of the numbers below.
  • You are locked out. Our security requirements limit the number of login attempts to 3. To unlock your account, please call one of the numbers below.

    Monday through Friday, 8:00 a.m. to 6:00 p.m. ET
    Financial Consultants — Please call an Internal Sales Specialist at 800-334-4437.
    Clients — Please call a Client Services Representative at 800-344-1029.

Why have I been automatically logged out of my account?
You may be disconnected either because your visit (session) to the site expired or because your connection to the Internet was lost.

As a security precaution, we will automatically log you out of your account if you do not make any type of movement on the web site after 15 minutes. Ongoing activity will allow your session to continue beyond 15 minutes. If you have been automatically logged out, you can simply access your account by logging in again.

If you are disconnected from the Internet, your connection to our web site will end. Your session with our web site cannot affect your Internet connection. However, your Internet connection does affect your access to our site. Please contact your Internet Service Provider if you continue to lose your connection to the Internet.


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Annuities are issued and administered by John Hancock Life Insurance Company (U.S.A.), Boston, MA, 02116 which is not licensed in New York. John Hancock Distributors LLC, member FINRA, is the principal underwriter and an affiliate of the insurance companies.