Frequently Asked Questions

I am a Manulife customer, but I do not own a regular premium policy with annual premiums of at least $3,000 or a single premium Signature Series or Heirloom policy, can l still use the ManulifeMOVE app?

All Manulife customers are welcome to join ManulifeMOVE. Simply download the ManulifeMOVE app from the App store or Google Play store and create an account with a valid email address. Then, click "Activate later" on the registration page and connect your tracker to get started.

Am I eligible to be ManulifeMOVE member?

You will be eligible to participate in the Programme if:
1. You are the primary life assured of at least one Manulife policy and where the policy is either:

a regular premium policy with a minimum annual premium of SGD/USD 3,000; or
an Heirloom, or a Signature Series single premium policy;

2. You were the primary life assured of the policy when the policy first commenced;
3. You were at least 18 years of age at policy inception;
4. Your mobile number was provided when the policy was purchased (as part of the policy application); and the free-look period of the eligible policy has ended.

If I have a joint-life policy, who is eligible to be a ManulifeMOVE member?

For an eligible policy which has more than one primary life assured, the Programme membership will be offered to the life assured who is the policy-owner.

Do I need to apply for the ManulifeMOVE membership?

The membership enrolment is automated if you have at least one Manulife policy with annual premiums more than S$3,000.

How can I activate my ManulifeMOVE membership?

To activate your Programme membership, you need to

Download the ManulifeMOVE mobile application via the App Store or Google Play Store,
Create an account with a valid email address,
Verify the email address via a one-time PIN sent to your email address,
Enter your NRIC/FIN/Passport and date of birth when prompted.
Connect a tracker* to the ManulifeMOVE application.

*ManulifeMOVE supports iOS (iPhones), Apple Watch, Android (Samsung Health, Google Fit), Fitbit, Garmin.

Is there any expiry date for ManulifeMOVE membership?

Your ManulifeMOVE membership will not expire as long as you meet all the eligibility conditions.

I have created a new ManulifeMOVE account but I am not able to activate my MOVE key, why is that so?

Existing MOVE members using the new ManulifeMOVE app for the first time are required to choose the option to “Login” rather than “Create new account”.

After which, MOVE members will receive a One-Time Password (OTP) sent to your MOVE email address which you will need to continue your login process.

What happens if I cannot remember my MOVE password.

You can click on the “Forget Password” link to help you. After you have entered your verification number from your One-Time Password (OTP) sent through email, you will be prompted to change and update with a new password. If you are unable to recall the email used for MOVE account, please contact us at MOVESG@manulife.com.

How do I register or log in to my account in the new version of ManulifeMOVE app?

Existing Members
Members logging in to the new MOVE app (for the first time) will have a One-Time Password (OTP) sent to your MOVE email address, which you will need to continue your login process.

If you have forgotten the email address used to register for your existing ManulifeMOVE app, please contact us at MOVESG@manulife.com.
New Users
If you are a new user, please register a new account using your email address and password, as well as verify your email address via a One-Time Password.

How many memberships can I have if I have more than one eligible policy?

You will only be entitled to one Programme membership, regardless of the number of eligible policies of which you are the primary life assured of.

Is there any membership fee?

There is no membership fee for ManulifeMOVE.

Can I transfer my ManulifeMOVE membership to someone else?

ManulifeMOVE memberships are not transferable.

I received a SMS notifying me that my membership is suspended – what happened?

Your membership will be suspended once you fail to meet all the eligibility conditions at any point during your membership. For example, this could happen if the policy had lapsed, terminated, or matured.

The suspension period is 182 days, during which if you are able to meet all the eligibility conditions again (for example, having the lapsed policy reinstated or becoming the Life Assured of a new eligible policy), your membership will be reinstated.

Otherwise your membership will be terminated at the end of the 182 days suspension period.

After termination, if you are again able to meet all the eligibility conditions, you may be offered a new membership, subject to the Terms of the Programme at that point.

How can I terminate my ManulifeMOVE membership?

You may also choose to terminate your ManulifeMOVE membership at any point by notifying us via email at MOVESG@manulife.com.

Please note that your ManulifeMOVE membership cannot be reinstated and all benefits under ManulifeMOVE will cease upon membership termination. You can only re-apply for ManulifeMOVE by purchasing new eligible policy.

Can a non-Manulife customer use the ManulifeMOVE mobile app?

Any person can download the ManulifeMOVE mobile app and create a ManulifeMOVE account with a valid email address. They can track their activity progress by connecting their steps tracking device to the ManulifeMOVE mobile app.

I noticed that the ManulifeMOVE Cashback Rewards Programme is ending, where can I find out more?

Starting from 1 May 2024, ManulifeMOVE Cashback Rewards programme new cycle enrollment will be discontinued. For any active cycle in progress, you're eligible to receive the cashback if you are able to meet the ManulifeMOVE Cashback Rewards programme requirement by the end of the current tracking period, and no new cycle will be started afterwards.

Requirement & rewards will remain the same.

You can find out more information here.

Send us a message

How do I change my fitness tracker?

Please follow the steps needed from this video

I have managed to log into my ManulifeMOVE account, but my steps are not showing up.

Please remember to connect a tracking device in the new ManulifeMOVE app.

I am not able to connect to my tracker after logging in to my ManulifeMOVE account, why is that so?

All ManulifeMOVE members are only allowed to pair up to a single device in the ManulifeMOVE app. If a tracker is already connected to another account, MOVE members will not be able to connect to that same tracker.

My records in the Tracker is always different from what is showing in MOVE App, what can I do?

This happens because the MOVE App only captures one single source of the Tracker per day (i.e. steps from either iPhone/ Apple Watch/ Fitbit/ Samsung Health/ GoogleFit/ Garmin, only one at a time). While the customer’s Health App may be using “All Recorded Data”. Customer may find out the source of step record that had been synced to MOVE App by the below steps:

Start Health App
Select “Steps”
Select “Data Sources & Access”
Select his / her own either iPhone/ Apple Watch/ Fitbit/ Samsung Health/ GoogleFit/ Garmin under Data Sources

My records in the iPhone Health App is always different from what is showing in MOVE App, what can I do?

This happens because the MOVE App only captures one single source of the Health App per day (i.e. steps from either iPhone or Apple Watch, only one at a time). While the customer’s Health App may be using “All Recorded Data”. Customer may find out the source of step record that had been synced to MOVE App by the below steps:

Start Health App
Select “Steps”
Select “Data Sources & Access”
Select his / her own iPhone / Apple Watch under Data Sources

I have chosen Apple Watch as the tracker but there is no step synced to MOVE App, what can I do?

It is likely that you have connected the MOVE app to an old Apple Watch.
Please connect it to the correct Apple Watch, with the latest last sync date, so that it is not an old device that is not being used actively or recently

I cannot connect my tracker with the MOVE App (i.e. MOVE App is showing the tracker is connected to another MOVE account), what can I do?

It is likely that your tracker may have been connected to another MOVE account. Please log in to the other MOVE account first and disconnect the tracker with that account. Once that is done, you may log in to the existing MOVE account and connect the tracker again.

Click on “Settings”
Select block that indicates connected device
Select “Disconnect”
Select “Disconnect” again
The block should show “No tracker connected”

If the problem still exists after trying the above, please email the case to MOVESG@manulife.com for further investigation.

I can’t see my most recent steps count on my ManulifeMOVE mobile app, what could be the problem?

After the first sync with your steps tracking device, your ManulifeMOVE mobile app will be able to display your latest steps and calculate your average daily steps. If you encounter any difficultly syncing your steps count, you need to ensure you:

are connected to the internet
have enabled your Bluetooth to connect with your steps tracking device
are running the latest version of the ManulifeMOVE mobile app
are using the latest operating system on your mobile

Fitbit users: please ensure you have not revoked access for ManulifeMOVE mobile app to share data with your Fitbit account, as this is difficult to reverse.

If I delete my ManulifeMOVE mobile app by accident, will I lose all the records of my progress?

Don't worry, if you delete the app by accident, just reinstall and log in to your ManulifeMOVE account. All progress previously synced with the app will have been saved.

What if I lose my phone? How do I access my account?

All you need to do is reinstall the ManulifeMOVE mobile app on your new phone and log in to your ManulifeMOVE account.

How can ManulifeMOVE mobile app capture the customer’s/member’s activity data?

You will need to connect one of the following in the ManulifeMOVE app. You may click on “Set Up Your Device” button when you first login to the ManulifeMOVE app or go to “Change Device” under “Settings” in the ManulifeMOVE app.

For iPhones	For Samsung Phones	For other Android Phones
iPhone	Samsung Health	Google Fit
Apple Watch	Google Fit	Fitbit
Fitbit	Fitbit	Garmin
	Garmin

Please note that the ManulifeMOVE mobile app will not capture the data directly from your steps tracking device. You need to ensure your steps tracking device is synced with your device’s corresponding mobile app and that you have already set up an account for the corresponding mobile app.

For example, for a Fitbit device, ensure your Fitbit device is synced to your Fitbit mobile app and that you have set up your Fitbit account on the Fitbit mobile app.

If you connect your ManulifeMOVE app to Apple Watch, Fitbit, the activity/steps counted will be the activity/steps as tracked on your respective device’s mobile app.

If you connect your ManulifeMOVE app to iPhone or Samsung Health, the steps counted on the ManulifeMOVE app will be the steps tracked on your mobile phone itself.

If you connect your ManulifeMOVE app to Google Fit, the steps counted will be the steps as tracked on your Google Fit account. This means that if you have a steps tracking device such as a Xiaomi Mi band, and this device is paired with your Google Fit account, the steps in your Google Fit account will be captured in the ManulifeMOVE app.

Note that the Singapore Health Promotion Board “National Steps Challenge” tracker is not compatible with the ManulifeMOVE mobile app.

What happens if my step tracking device is not working and not able to capture my activity data?

You need to ensure your steps tracking device is able to capture the correct data so as to sync the activity data with ManulifeMOVE app. If you have encountered any issue on your steps tracking device, you may need to contact with your corresponding device supplier for proper investigation and maintenance.