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Frequently Asked Questions

The new version of ManulifeMOVE app will be available for download on App Store and Google Play from 5 November 2019. MOVE members will start their new 6 months MOVE cycle when they download, install and login to the new ManulifeMOVE app.

You will not be able to use the retired ManulifeMOVE app. Please download the new version from 5 November 2019. The new ManulifeMOVE app will have new features such as Challenges & Rewards that members can participate in and have a chance to win attractive prizes.

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.

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 service@manulife.com.sg.

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

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.

  • 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 call our Client Service Centre at +65 6833-8188 for assistance.

  • 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.

All users must re-connect to your respective tracking devices (e.g.: iPhone, Apple Watch, Samsung Health, Fitbit).

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The new version of ManulifeMOVE app will be available for download on App Store and Google Play from 5 November 2019. MOVE members will start their new 6 months MOVE cycle when they download, install and login to the new ManulifeMOVE app.

You will not be able to use the retired ManulifeMOVE app. Please download the new version from 5 November 2019. The new ManulifeMOVE app will have new features such as Challenges & Rewards that members can participate in and have a chance to win attractive prizes.

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.

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 service@manulife.com.sg.

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

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.

  • 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 call our Client Service Centre at +65 6833-8188 for assistance.

  • 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.

All users must re-connect to your respective tracking devices (e.g.: iPhone, Apple Watch, Samsung Health, Fitbit).

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You will be eligible to participate in the Programme if:

1. You are the primary life assured of at least one Manulife policy issued on or after 1st January 2018, 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.

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.

The membership enrolment is automated. A MOVE Key will be sent via SMS to your registered mobile phone number, 21 days after we have issued the eligible policy to you. The MOVE Key is required to activate your ManulifeMOVE membership, and is valid for 90 days upon sending.

To activate your Programme membership, you need to download ManulifeMOVE mobile app. After you have installed the app on your phone:

1. Go to the Settings tab of the ManulifeMOVE application and follow the instructions under the “Use your MOVE Key” section; and

2. Follow the instructions in the MOVE application to set up your device.

3. You will only be considered a Programme member and be eligible for the Programme rewards upon completion of this activation process.

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

As a ManulifeMOVE member, every 182 days (6 months) from the date of activation of your ManulifeMOVE membership, you can earn premium cashback of S$50 if you walk at least 10,000 steps a day on average.

If you are unable to meet the 10,000 steps requirement, you can still stand to earn premium cashback of S$25 every 182 days, if you walk at least 7,000 steps daily on average.

The premium cashback will be paid:

1. to the policyowner of your eligible policy, and
2. via a cheque issued by a local bank, which will be mailed to the residential address of the eligible policy’s policyowner.

If the eligible policy’s policyowner (or the assignor of an assigned policy) is a corporate entity, the premium cashback will instead be payable to policy’s primary life assured.

Every 182 days from the date of activation of your membership, we will total the number of steps recorded on your ManulifeMOVE app for that period, and dividing this total number by 182 days. This will be determined as your average daily steps count over the 182 days for rewards purposes.

The steps count will be re-set every 182 days.

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.

There is no membership fee for ManulifeMOVE.

ManulifeMOVE memberships are not transferable.

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.

The accumulated steps during the suspension period will only be counted after the membership is reinstated.

There will be no payment of rewards during the 182 days suspension period. There will also be no payment of rewards missed during the suspension period should there be a reinstatement.

You may also choose to terminate your ManulifeMOVE membership at any point by notifying us via email at service@manulife.com, or by calling our Client Services Executives at (65) 6833-8188 during office hours, from Monday to Friday (excluding public holidays).

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.

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You will need the ManulifeMOVE mobile app to activate your ManulifeMOVE membership and track your progress against the goals.

If you are eligible for Earn-Your-Watch programme, you are required to purchase your Apple Watch through your ManulifeMOVE mobile app, by either showing your ManulifeMOVE app with the page displaying the MOVE key at the iStudio store or reserve your Apple Watch through the ManulifeMOVE mobile app.

To earn the premium cashback, you will need to activate your ManulifeMOVE membership by downloading ManulifeMOVE mobile app and activating your membership on the app with your MOVE key. Your MOVE key will be sent to you by SMS and will be expired in 90 days.

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.

To activate your Programme membership, you need to download ManulifeMOVE mobile app. After you have installed the app on your phone:

1. Go to the settings tab for the ManulifeMOVE application and follow the instructions under the 'Use your MOVE key' section
2. Follow the instructions in the MOVE application to set up your device

You will only considered a Programme member and be eligible for the Programme rewards upon completion of this activation process.

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

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.

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.

Your previous activity record will not be counted once you activate your membership with your MOVE key on the ManulifeMOVE mobile app. Your activity record on the ManulifeMOVE mobile app will be re-set to zero, and the app will then start tracking your activity for the purposes of determining your rewards entitlement.

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

Misfit

Misfit

Misfit

Fitbit

Fitbit

Fitbit

 

 

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 WatchFitbit or Misfit, 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.

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.

We are unable to extend or suspend or pause your tracking period due to loss/faulty tracking devices. Our ManulifeMOVE programme rewards you for average daily steps over every 6 months period. By getting more active and clocking more steps for the rest of your 6 months period, you still stand a chance to receive your reward and get healthier at the same time!

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Please ensure that your phone is signed in using your Apple ID.

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You will be eligible to participate in the Earn-Your-Watch offer if:

1. You are the primary life assured of at least one Manulife policy issued between 1 January 2018 and 25 December 2018, both dates inclusive, and where the policy is either:

  • a regular premium policy with a minimum annual premium of SGD/USD 6,000; or
  • an Heirloom, or a Signature Series 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);
5. You are using a mobile phone operating on the iOS platform; and
6. The free-look period of the eligible policy has ended.

Once eligible, you will receive a SMS informing you of your Earn-Your-Watch eligibility. Your Earn-Your-Watch offer will be activated on the Monday after all the following conditions are met:

1. You have activated your ManulifeMOVE Rewards Programme membership using the MOVE Key sent to you; and
2. You have purchased an Apple Watch at an iStudio store in Singapore using your MOVE key; and
3. You had set up your Apple Watch as the connected device on your ManulifeMOVE mobile app

Your Earn-Your-Watch offer will expire 52 weeks after activation.

You will earn Earn-Your-Watch cashback credit of SGD 10 for every week (Monday to Sunday) where you meet your weekly Earn-Your-Watch goal.

If you meet your weekly Earn-Your-Watch goal for 52 weeks while your Earn-Your-Watch offer is active, you will earn up to a maximum of SGD 520. This is regardless of the amount of the Apple Watch Series 3 or later models you purchased via the Earn-Your-Watch offer.

Your ManulifeMOVE mobile app will show your Weekly Earn-Your-Watch goal, which is:

  • an Active Week, where Active Week means you close all of the Move, Exercise and Stand rings in a single day, at least 4 times from Monday to Sunday; and
  • 10,000 average daily steps over the same week (Monday to Sunday).

For Active Rings details, please refer to https://support.apple.com/en-sg/HT204517

The Earn-Your-Watch cashback credits will be paid every 26 weeks from the activation of your Earn-Your-Watch Programme membership, based on the total accumulated Earn-Your-Watch cashback credits over the 26 weeks period.

The payment will be paid:

  • to the policyowner of your eligible policy, and
  • via a cheque issued by a local bank, which will be mailed to the residential address of the eligible policy’s policyowner.

The payment of your ManulifeMOVE reward and your Earn-Your-Watch reward may not be on the same day. For the Earn-Your-Watch rewards, the date of rewards payment is determined from the date you activate your Earn-Your-Watch offer.

Yes, you can participate in both the ManulifeMOVE Rewards Programme and the Earn-Your-Watch offer at the same time, as long as you meet the respective eligibility requirements, and have completed the activation of both programmes.

However, note that the payment of the two rewards may not be on the same day.

Sorry, you can only participate in the Earn-Your-Watch offer once, regardless of the number of eligible policies you may have at any point in time.

Only Apple Watch Series 3 or later models is available through the Earn-Your-Watch offer. This applies to all models of Apple Watch Series 3 or later models which are purchased from any iStudio store.

Yes, you can connect your own Apple Watch to the ManulifeMOVE mobile app, but you are not able to earn the Earn-Your-Watch reward because you are not fulfilling the eligibility conditions of the Earn-Your-Watch Programme.

We are unable to extend or suspend or pause your tracking period due to loss/faulty devices. Once you get a replacement for your Apple Watch, you will be able to continue earning the weekly cashback of $10 when your Earn-Your-Watch weekly goal is met.

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