My plan FAQs
Accessing the website
Q: How do I register my online retirement plan account?
A: To register your account, go to myplan.johnhancock.com,
click “Register now,” and follow the instructions. Once registered,
you’ll only need your username and password to access your
account. If you ever forget them, you can click “Forgot username/
password.”
Q: I know I entered my last name/last four digits of my
Social Security number and date of birth correctly.
A:
• If your retirement plan has recently moved to John Hancock,
we may not have received your information from your plan
administrator yet.
•
your plan administrator or employer to verify your information.
If you’re using the “Forgot username” feature and have received
this message, we recommend trying to register your account
again.
Multiple accounts
Q: I have more than one account with John Hancock.
How do I access the other ones?
A: All of your accounts with John Hancock that match exactly
(same last name, Social Security number, and date of birth)
will be listed in a drop-down menu at the top of your retirement
drop-down menu to select the account you want to view. You may
be asked to register each account to access the information.
Q: If I already registered for the website, why do I have to
register again to access my other retirement accounts?
A: Registering your account helps keep it secure, which is why
we may ask you to revalidate your information. Once you’ve
registered all your accounts, you can use any of your usernames/
passwords to access them. You can also easily switch between
each of your accounts using the drop-down menu at the top of
the page.
Q:
A:
have with John Hancock. You can use the drop-down menu at the
top of the homepage to switch between them. You may be asked
to register each of them to gain access to your online account.
or plan sponsor recently changed from one type of John Hancock
account to another. If your previous account shows a $0 balance,
you may need to register under your new plan to see your new
account. Once again, you can use the drop-down menu at the top
of the homepage to switch between accounts.
Q:
phone numbers, and email) the same on all my accounts?
A: When you update your personal information on one account,
the information doesn’t automatically carry over to the other
all your accounts to make sure your information is correct and up
to date.
About the website
Q: Why do I see a zero balance when I log in to my account if
I have money with you?
A: You may see a zero balance because your employer moved
your plan to another type of account with John Hancock. If this is
the case, use the drop-down menu at the top of the page to select
your new account. You’ll have to register this account and create
a new username and password.
You should use your new username and password to view your
to access your old account for up to 24 months from the date
your money was moved to the new one. Refer to the “Multiple
accounts” section of this FAQs document for more information.
Note:
Q: Are there any tools that can help me plan for retirement?
A: As part of your John Hancock retirement account, you have
access to a retirement planner tool to help you create a plan
to meet your goals. The retirement planner shows you your
estimated income in retirement, your unique projected spending,
and the progress you’re making.
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contribution rates, ages to retire, places to live in retirement, and
more. And you’ll get information along the way, with tips on how
View our to learn more.
Q: Why don’t I see my retirement income on my homepage?
A: Most likely, it’s because you haven’t set your retirement goal
yet. To create your goal and get a personalized retirement action
answer a few basic questions. Once your goal is set, you can
choose “Let’s go” at any time to view your retirement income and
the progress you’re making.
Q: Are there any resources to help me understand
investing?
A:
• Investment basics
• Investing through market ups and downs
• The power of long-term investing
•
View our to learn more.
Distributions—taxes, fees, and withholding
Q: Are there any fees if I take a distribution from my
retirement account?
A: You may incur a transaction processing fee for taking a
distribution. For detailed information, log in to your online
account.
Q: What are the potential tax consequences if I take a cash
withdrawal when I leave my employer?
A: If you choose to take a cash withdrawal instead of rolling the
money into an IRA or another retirement plan, John Hancock is
required to automatically withhold 20% of your distribution for
federal taxes. You can elect a higher amount by completing and
You may also have to pay a 10% federal income-tax penalty
if you’re under age 59½ at the time of the distribution and
potentially state taxes, depending on your state of residence.
Q: Will I have to pay taxes now if I roll my money into an IRA
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A: No, rollovers aren’t taxable events. You generally won’t have to
pay income taxes on the money until you take it out of the IRA or
new retirement plan.
Q: What if I take out money that isn’t eligible for rollover
A: You can use IRS Form W-4R to elect federal tax withholding
from 0% to 100%. If you don’t return the form, John Hancock is
required to withhold 10%.
General information
Q: Who’s my plan administrator/sponsor?
A: Your plan administrator is usually someone in your company’s
human resources department.
Q: Why do you need my personal information to give me a
phone number?
A: We use your last name, the last four digits of your Social
determine the best service center to help answer your question.
on your quarterly statements.
Q: What’s the phone number for the participant
services center?
A: We have two service centers, based on the size of the company
you work for and your contract number.
• Numerical contract numbers and companies with less than
200 employees
Representatives are available Monday through Friday,
a.m.p.m., Eastern time.
• Companies with 200 or more employees
Representatives are available Monday through Friday,
a.m.p.m., Eastern time.
Please note our service centers are closed on the
following holidays:
• New Year’s Day
• Martin Luther King, Jr. Day
•
• Good Friday
• Memorial Day
• Juneteenth National
Independence Day
• Independence Day
• Labor Day
• Thanksgiving
• Christmas
Troubleshooting tips
Issue or error message Troubleshooting steps
1 Try clearing your cache and history. (See instructions below.)
2 Close all open browsers.
3 Open a new browser session (this is important) before accessing the website again:
myplan.johnhancock.com.
4 Reset your username.
5 Reset your password using your new username.
“Well, that was unexpected” and
“Unfortunately, an error
has occurred”
“Allowable time has expired”
“Unfortunately, an error has
occurred”
1 Double-check that you’re entering in your login credentials or the answers to your challenge
questions correctly.
2 Try clearing your cache and browsing history. (See instructions below.)
3 Close all open browsers.
4 Open a new browser session (this is important) before accessing the website again:
myplan.johnhancock.com.
5 Reset your username.
6 Reset your password using your new username.
Note:
“Information you entered is
looped back to the login page)
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2 Clear your cache and browsing history. (See instructions below.)
3 Close all open browsers.
4 Open a new browser session (this is important) before accessing myplan.johnhancock.com.
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6 Reset your password using your new username.
Q: Why does the call center phone system now direct me
features?
A: We recently upgraded our participant call center phone
system to improve the call quality and streamline service. While
the phone number has stayed the same, our menu options have
changed.
You can quickly and easily access the self-service features at
myplan.johnhancock.com or through our mobile app. This
• Viewing your account balance, rate of return, and transaction
history
• Making changes to your contribution rate and investments
Download John Hancock’s retirement app.
1 The projected retirement income estimates for your current John Hancock accounts, future contributions, employer contributions (if applicable), and other accounts
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MGTS-PS 536023-GE 7/
Steps to clear your cache and browsing history
Browser Steps
1 Click on the 3 dots in the top right
of the browser window
2 Select History (If using Chrome,
click on History again)
3 Click Clear browsing data
4 Select All time from the drop-down menu
5 Check all boxes
6 Click Clear data
1 Click on Tools in the top menu
2 Click Delete browsing history
3 Select All options
4 Click Delete
Firefox
1 Click History
2 Select Clear recent history
3 Select the time range
4 Select All options
5 Click Clear now
Safari
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2 Select Safari
3 Click Clear history
If the issue persists, please contact us for further assistance. We may ask you to try these steps while you’re on the phone with us.
