Help

 

Who is eligible to use this site?
Requirements for using this site:
Problems signing in?
Common Error messages:
Is telephone support available?
Save your access ID

 

Who is eligible to use this site?

This site is available to authorized clients, plan advisors and distributors of Sun Life Assurance Company of Canada’s products that have been provided with instructions and access codes for accessing personal account information and other services online.

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 Requirements for using this site:

Here are the requirements for accessing this site:

  • We ensure our site works best with these industry standard Internet browsers:
    Microsoft Internet Explorer, version 7 or higher - Download Centre
    Mozilla Firefox, version 2 or higher- Download Centre
  • A browser that supports a minimum of 128-bit encryption.
  • A browser that's configured to enable SSL.
  • A browser that's configured to enable JavaScript.
  • An access ID and a password, or, a user ID and a password.

Note: Beta or test versions of browsers are not supported.

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 Problems signing in?

I am having difficulty signing in, what am I doing wrong?

  • If you have been authorized to use this site, you must have been assigned an Access ID and a password, or a User ID and a password in order to successfully access Sun Life Financial's services.
  • Your User ID is specific to you and may consist of numbers only, letters only, or a combination of both.
  • Your Access ID is specific to you and may consist of numbers only.
  • Your password must consist of a combination of 8 to 10 alphanumeric characters.


I have forgotten my access ID, what can I do?

I have forgotten my password, what can I do?

  • If you have forgotten your password, you can reset it online and have another password sent to you automatically. To do this, you must have a valid e-mail address and verification information on file with us. Do you want to reset your password now?

I am still having difficulty signing in, or, I cannot remember, or, I have lost my access codes!

 

  If you are You should
A sponsor of a Group Retirement or Savings Plan Contact your Sun Life Financial Representative, call 1-800-387-2636
(8:30 a.m. - 4:30 p.m. ET) or e-mail: Can_PenControl@sunlife.com.
A sponsor of the Public Service Health Care Plan (PSHCP) Contact your Sun Life Financial Representative, call 1-877-339-3103 (8:30 a.m. - 4:30 p.m. ET) from Monday to Friday or e-mail: PSHCP.Reporting.Services@sunlife.com.
A member of a Group Retirement, Savings or Group Benefits Plan Sign in at www.sunlife.ca/member or call
1-877-521-8805.
A sponsor, broker or an agent of a SunAdvantage Small Business Group Benefits Plan (for businesses with 3 to 50 employees) Call 1-877-786-7227
(8:30 a.m. - 4:30 p.m. ET) from Monday to Friday.
A sponsor of a Group Benefits Plan (other than SunAdvantage Small Business) with inquiries on Group Benefits Administration:

Contact your Sun Life Financial Service Representative or, call us at one of these locations from Monday to Friday:

Quebec/East: 1-800-361-2128
(8:00 a.m.- 4:30 p.m. ET)

Ontario & West: 1-866-377-5818
( 8:00 a.m.- 4:30 p.m. ET)

A sponsor or an advisor inquiring on the Group Benefits Reporting application: Contact your Sun Life Financial Representative, or e-mail: Group.Reporting@sunlife.com.
A sponsor, broker or an agent of a SunAffinity/Association plan Call 1-800-669-7921
(8:00 a.m.- 4:30 p.m. ET) from Monday to Friday.

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 Common error messages:

 

Problem Encountered / Message Received Reason / Action To Be Taken
We are having trouble identifying you. Please try again. You have keyed in an invalid or incorrect Access ID/User ID or password.As a result, the system cannot recognize you. Please try again.
 
For your security, a lock-out is invoked after repeated sign-in attempts have failed.

 

You have keyed in an invalid or incorrect password for the Access ID, which you have used more than three times.

For assistance, refer to the previous section Problems Signing In?

For security reasons, you have been signed out of your session due to inactivity. As a security measure, you were automatically logged out at the end of the inactive period. Please sign in again.
Your access has been suspended due to inactivity.

Your access to the site has been suspended because you have not signed into the site:

a) for at least 1 year, or,

b) since your Access ID or User ID was created, or,

c) since your password was reset

For assistance, refer to the previous section Problems Signing In?

You cannot sign-in now as a PIN change is in progress. Your password was recently changed. The "Password reset" function requires a few minutes for completion. Please try again later.
This site is temporarily unavailable. Please try again later. The system is either experiencing unexpected technical difficulty or is having routine maintenance performed. Routine maintenance is performed on Sundays between 2.00 a.m and 8.00 a.m ET. Please try again later.

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Is telephone support available?

Telephone support is available as specified in the section Problems Signing In?

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 Save your access ID

What is this feature?

"Save your access ID" is a feature that saves your access ID number on your computer. The access ID is stored in an encrypted permanent cookie on this computer only. Once saved, your access ID appears masked. For example, if you have a 10 digit access ID, it will appear as ********** on the sign in page so that no one can read the ID.

To use this feature, your Internet browser must have permanent cookies enabled. Please check your browser settings. See below for information on cookies.

For security purposes, your password cannot be saved with this feature. Please ensure you keep your access ID and your password confidential.

Sun Life Assurance Company of Canada will not be held responsible for any loss or damages that may be incurred as a result of the unauthorized use of your access ID or your password. If you are concerned your access ID or your password may have become known to unauthorized users, you should contact your Sun Life Financial representative immediately.
 

When should I use this feature?

You should use this feature if you do not want to enter your access ID each time you sign in. This feature should only be used if you are the only person using this computer.

This feature is optional.  If you do not want to use this feature, do not check the box "Save your access ID". Sign in as you would normally, by entering your access ID and your password.
 

When should I not use this feature?

You should not use this feature if you share this computer with another person (for example a co-worker or another family member), or if this computer is available for public access (for example in a library, a school, an Internet café or an airport kiosk).

 

How do I save my access ID?

When you sign in, you will have the option to save your access ID. Enter your access ID, enter your password, check the box "Save your access ID" and select Submit. If you agree with the terms of use we will display your access ID, and it will be stored in an encrypted permanent cookie. The "Save your access ID" feature will be removed from the sign in page and be replaced by the link "Remove your saved access ID". On your computer, only one access ID can be saved for the sign in page.

The "Save your access ID" feature stores your access ID (for the purposes of signing in to our website) on this computer only. You may need to provide your access ID elsewhere, such as: if you contact your Sun Life Financial representative for assistance, if you use our online password reset capability, if you sign in from another computer or if your saved access ID is removed from this computer.
 

How do I remove my saved access ID?

When you have saved your access ID on a computer, the sign in page will display "Remove your saved access ID". To remove the saved access ID, select the link. A message will ask you to confirm you want to remove the saved access ID. When you select Continue, the saved access ID will be removed and you will be brought back to the sign in page.

How do I change the saved access ID?

To change the saved access ID you must first remove the access ID currently saved. Then enter the new access ID and password, and use the "Save your access ID" feature. You may want to do this if your access ID is cancelled and you are given a new access ID.

What are cookies and how are they used?

A website can store information in a text file on your computer. This file is called a "cookie". A "permanent cookie" is a file that remains on your computer when you close your Internet browser. The cookie can be read only by the website that created the cookie when you visit that site again.

If you use the "Save your access ID" feature, a permanent cookie will be set up on your computer to store your access ID in an encrypted format, so that we can recognize it the next time you sign in to the Sun Life Financial Plan Sponsor Services website.

Your browser must have permanent cookies enabled in order to use the "Save your access ID" feature. If you delete cookies from your computer after you have saved your access ID, you will need to save your access ID again.
 

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