Frequently Asked Questions:
Manulife Bank Accounts

The quickest and most secure way to send documents to us is to upload them from within your online banking. You simply log in, select Products & Services and then Upload document. You will select the type of document and then browse your files to find the document you need to send us.

Your Payee already has the money. You will need to call them to initiate a refund request. If you can't reach your Payee, you can call us and we will file a bill payment refund request on your behalf. These requests may take up to 12 weeks.

If the incoming deposit doesn't reject back to the payee automatically (due to your account being closed), then you will need to contact the Payee to initiate a refund request.

If it has been 3 business days and you have confirmed the payment information was correct, contact our Contact Centre and we can initiate a payment trace.

The money has already been received by the biller and they should be able to help with a refund request. If you are unable to do this, contact our Contact Centre to request a full refund. These requests can take up to 12 weeks.

Yes. When joint bank account holders choose e-statements, both people will be able to access them.

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:

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.

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

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.

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.

To close your bank accounts, please contact us via Live Chat within the mobile app or call 1-877-765-265.

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

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). 

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).

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.

There are two ways to get an official cheque (you might know it as a bank draft or certified cheque):

You can order official cheques up to $50,000 through our mobile app. To order an official cheque for more than $50,000, you can contact us via Live Chat or call 1-877-765-2265.

Please refer to our wire transfer support page for all the details on sending and receiving wire transfers.

Viewing cheque images is not available. We suggest taking a photo of your cheque before depositing them.

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.

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.

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!

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

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.

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

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.

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.

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.

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.

At Manulife Bank, we prefer to focus on helping you build your savings instead of building branches. But, you can access thousands of ATMs across Canada that are part of the THE EXCHANGE® Network, and you can get money when making a debit purchase with in-store cash back at participating retailers. To find the nearest bank machine, use our ATM locator.