Getting started: Frequently asked questions

When will I receive my Manulife Bank access card?

Your Manulife Bank access card will be mailed to you within one week of your mortgage being funded.

How do I activate my access card?

To activate your access card, you must call us at 1-877-765-2265 and follow the card activation prompts. For security reasons, we will ask you to provide two pieces of personal information (e.g. your postal code and birth date) in addition to your access card number.

Where do I get my access card personal identification number (PIN)?

For security reasons, we will mail you a temporary four-digit PIN separate from the package that contains your access card. Your temporary PIN can be used for ABM and retail purchase transactions.

Once you’ve received your access card and temporary PIN, you can change your PIN at select Manulife Bank and THE EXCHANGE^® Network of automated banking machines (ABM). Use our ABM locator tool to find an ABM that accepts PIN changes.

How do I order personalized cheques?

You will receive personalized cheques within one week of your mortgage funding. However, you cannot use your cheques until your account is activated. To order additional cheques once your account is active, call us at 1-844-217-9555 or place an online order once you’ve set up and logged into your online banking service.

You’ve sent me deposit slips from Royal Bank. What are they?

To make deposits more convenient for you, we’ve made special arrangements that allow you to make deposits with a bank teller only at any branch of the Royal Bank. If you requested these deposit slips and they haven’t arrived yet, they should arrive within four to six weeks after your Manulife One account has been activated. These personalized deposit slips are encoded with Manulife Bank information and your personal account information. These slips can only be used with a Royal Bank teller. They cannot be used to set up automatic payments, direct deposits, etc.

How do I use my Royal Bank deposit slips?

Using your Royal Bank deposit slips is easy:

1. Complete the date and deposit amount on the deposit slip, and

2. Take it and your deposit(s) to a teller only at any branch of the Royal Bank. Do not use a night deposit box.

Please allow a minimum of two business days for delivery and processing of any deposits made at a Royal Bank teller. Even though it may take a few days to process your deposit, your account will be credited as of the date you submitted your deposit. All deposits made at a Royal Bank branch after 3 p.m. ET will be credited to your account the following business day.

Where can I find a Manulife Bank automated banking machine (ABM)?

Manulife Bank is a member of THE EXCHANGE^® Network. This is a network of ABMs across Canada that do not charge convenience fees to Manulife Bank customers. There are now more than 3,500 THE EXCHANGE^® Network ABMs across Canada. Using your access card, you can make deposits to your Manulife One account at many ABMs in Canada that display this logo. Use our ABM locator on manulifebank.ca to find THE EXCHANGE^® ABMs near you.

Do I have to pay to use an ABM?

Your Manulife One monthly fee covers the standard costs of all in-Canada use of your access card, including transactions at ABMs that are part of the Exchange Network. It does not cover fees charged at ABMs operated by independent owners and other banks that are not part of THE EXCHANGE^® Network.

Can I use my Manulife One access card when I travel abroad?

Your access card will be accepted at vendors displaying the ACCEL^® logo in the U.S. or the Maestro^® logo internationally. Out-of-country access card transactions are subject to fees.

What is my daily ABM withdrawal limit?

Your daily ABM withdrawal limit is $1,200.

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

Your daily purchase/point-of-sale limit is $3,000.

How do I set up my online and telephone banking services?

When you call us to activate your access card, we will help you set up your passwords for online and telephone banking. And, if you wish, we can also set up your voice-print enrolment, which can help us quickly confirm your identity and provide faster service the next time you call us.

Do you have a mobile banking app?

Yes, our app – Manulife Bank Mobile – is available for download to most Apple^®, Android™ and BlackBerry^® smartphones and tablets¹ .

How do I deposit money into my account?

There are several ways you can deposit money into your Manulife One account, including:

• Direct deposit - Have your income automatically deposited into your account.

• Fund transfers - Transfer funds from another Canadian financial institution.

• Mail - Send cheques to: Manulife Bank, 500 King St. N., PO BOX 1602, Waterloo, ON, N2J 4C6,

• ABM - More than half of the ABMs that make up The EXCHANGE^® Network accept deposits. Check out the ABM locator tool to quickly find one near you.

• Royal Bank deposit slips - Make deposits at any branch of the Royal Bank with bank tellers.

• Bill payment - Set up your Manulife One account as a “bill” at another financial institution to make regular deposits.

• Interac^® e-Transfers - Have the Interac e-Transfers you receive directly deposited into your Manulife One account.

How do I set up my pay to be directly deposited into my Manulife One account?

Check with either your human resources or payroll department at your place of employment. You’ll likely have to supply them with a void cheque from your Manulife One account or your banking information, which can be found on the front of your Manulife Bank cheques.

Can I transfer funds between my Manulife One account and my accounts at other financial institutions?

Yes. If you keep a bank account open at another financial institution, fund transfers can act as a deposit to or a withdrawal from your Manulife One account. You can transfer funds online at manulifebank.ca or over the telephone once we have received your signed funds transfer agreement.

How do I set up automatic transactions, such as bill payments and pre-authorized payments?

To set up your bill profile, you can either log onto manulifebank.ca and “Add a payee,” or call us at 1-844-217-9555. To set up your automatic pre-authorized payments, contact the appropriate company and send them a void cheque from your Manulife One account.

How do I use the available credit in my Manulife One account to repay other loans?

If you have sufficient borrowing room in your account, you can repay and close any remaining loans or lines of credit, starting with the highest interest rate loans, such as credit cards. Normally these loans can be repaid by cheque or as a bill payment using your online, mobile or telephone banking service.

How do I make mortgage payment?

Depositing money into your account, such as your income, reduces your mortgage, so making regular deposits is important. Your monthly interest payment is automatically taken from your account. Each day, an interest charge or credit is calculated on the closing balance, depending on whether your account has a negative or positive balance at the end of that day. On the last day of each month, the net amount of interest is either debited from or credited to your account. Your monthly administration fee is also automatically debited from the account.

How do I make payments on my tracking sub-account?

Interest on your tracking sub-account is charged directly to your main account each month. You may set up your sub-account payments as:

1. Interest-only payments from your main account, or

2. Principal and interest payments from your main account (your sub-account balance will reflect these principal payments on your monthly statement).

You can repay any amount at any time including the full balance of a tracking sub-account with no fees or prepayment charges.

How do I make payments on my term sub-account?

Principal and interest payments for your term sub-account(s) are made from your main account on the last day of every month. Interest paid on the sub-account(s) is tracked separately online and on your monthly statement. Unlike tracking sub-accounts, term sub-accounts have a principal and interest payment based on the type and amortization schedule you choose. If there are insufficient funds in your main account to cover this payment, the principal and interest costs will remain in the sub-account and an additional fee may be levied against your account.