Frequently asked questions

Visit the login page by going to the COIN website and clicking the "Sign In" button at the top right. You can also go to the login page directly at https://www.investwithcoin.com/app/sign-in.

If you forgot your COIN account password, you can easily request a new one. Visit https://www.investwithcoin.com/app/sign-in and click on the "Forgot Password" link, then enter your email address to request a password reset. Shortly after, you'll receive an email with a link to reset.

If you're having issues with two-factor authentication or are locked out of your account, please email the COIN support team at support@investwithcoin.com or call 844-365-2468 to speak directly with a COIN customer support representative. Our representatives are available Monday through Friday, 9:00 A.M. to 5:00 P.M., Eastern time.

Log in to your COIN account at https://www.investwithcoin.com/app/sign-in, click on the hamburger menu in the top right then click Funding Source. Follow the instructions to link a new bank account.

Log in to your account at https://www.investwithcoin.com/app/sign-in and click on the hamburger menu in the top right and then Profile (you can also go to your profile page directly at https://www.investwithcoin.com/app/account/personal-info). Follow the instructions to update your mailing address on record.

When you make a withdrawal from COIN, we'll send your money to the connected bank account you have on file through direct deposit. If your bank information is not up to date and the direct deposit fails, you may be charged a $30 reversal fee by the account custodian, Apex Clearing.

Additionally, if your account has any remaining balance when COIN closes on May 28, 2021, we will liquidate your holdings regardless of market conditions and disburse the proceeds to your linked bank account on file. If your COIN account balance is less than $5 then we will not attempt to send an ACH to your bank. If your bank information is not up to date and the direct deposit from your COIN account fails, your funds will remain with the custodian, Apex Clearing. If you do not take action with Apex Clearing to withdraw your funds within 60 days, Apex Clearing will start assessing a monthly fee of $15 on your account until the money is withdrawn.

From the beginning, COIN's mission empowered people to make a difference with their money by aligning their values with their investments—and many investors made the choice to do just that. However, while investors' overall interest in sustainable investing is strong, in the more than two years since the launch of COIN, the demand for this product did not meet expectations. With that said, the investment and savings capabilities that COIN offered our customers are still very important to John Hancock.

On March 29, 2021, COIN is closed to new investors. On Friday, May 28, 2021, the COIN website will permanently close.

Prior to May 28, 2021, you have two options to close your account.

  1. If you would like to withdraw your account balance, you can do so by logging in to your COIN account and requesting a distribution. If your account is invested, we will liquidate the assets and send the proceeds to the linked bank account we have on file. Please note that liquidating your account is a taxable event and will result in a capital gain or loss on the securities held in the account. Please consult a tax professional.
  2. If you would like to transfer the securities in your account to another brokerage firm, please contact that firm directly and they will initiate the transfer process. Your new firm will furnish you with the applicable transfer paperwork and will manage the transfer process on your behalf. Please note that fractional shares cannot be transferred and will be liquidated. There is also a $75 transfer fee charged by the custodian, Apex Clearing. Also, it's very important you notify your brokerage firm as soon as possible to allow sufficient time for the securities to be transferred prior to May 28, 2021.

If you don't take action to close your account prior to May 28, 2021, we will liquidate any remaining securities in your account regardless of market conditions and disburse the proceeds to the linked bank account on file. Please note that liquidating your account is a taxable event and will result in a capital gain or loss on the securities held in the account. Please consult a tax professional.

You will receive your money direct deposit to your bank account on file within 7 to 10 business days.

You can choose to transfer your investments in-kind to another brokerage account with another firm. Please contact that firm directly and they will initiate the transfer process. Your new firm will furnish you with the applicable transfer paperwork and will manage the transfer process on your behalf. Please note that fractional shares cannot be transferred and will be liquidated. There is also a $75 transfer fee charged by the custodian, Apex Clearing. Also, it's very important you notify your brokerage firm as soon as possible to allow sufficient time for the securities to be transferred prior to COIN closing on May 28, 2021.

If you have questions about investing at John Hancock, please contact the John Hancock Advice team at 888-955-5432.

Log in to your account at https://www.investwithcoin.com/app/sign-in and click on "Portfolio" in the top menu options. You can also go to your portfolio page directly at https://www.investwithcoin.com/app/portfolio.

You will be able to retrieve your account statements from www.investwithcoin.com until the product closes. After that, you can get your statements directly from the account custodian, Apex Clearing at https://www.apexclearing.com/.

You will be able to retrieve your tax statements from www.investwithcoin.com until the product closes. After that, you can get your tax forms directly from the account custodian, Apex Clearing at https://www.apexclearing.com/.

On May 28, 2021 we will liquidate any remaining account balance regardless of market conditions and disburse the proceeds to the linked bank account on file. If your COIN account balance is less than $5 then we will not attempt to send an ACH to your bank and your funds will remain with the custodian, Apex Clearing. If you do not take action with Apex Clearing to withdraw your funds within 60 days, Apex Clearing will start assessing a monthly fee of $15 on your account until the money is withdrawn. Please note that liquidating your account is a taxable event and will result in a capital gain or loss on the securities held in the account. Please consult a tax professional.

Yes. John Hancock Personal Financial Services, LLC and its parent Manulife Financial Corporation (Manulife Financial), are fully committed to ESG and sustainability. The Manulife sustainability report outlines the key areas in which Manulife Financial has focused to seek to improve outcomes for all of Manulife Financial's stakeholders, including working toward a lower-carbon economy, investing in the health and well-being of Manulife Financial employees, having a measurable social impact in our communities, and managing Manulife Financial's ESG risks and opportunities to benefit our customers and shareholders.

You can email the COIN support team at support@investwithcoin.com or call 844-365-2468 to speak directly with a COIN customer support representative. Our representatives are available Monday through Friday, 9:00 A.M. to 5:00 P.M., Eastern time.