Once you as the Independent Care Provider (ICP) have been approved for the insured’s claim, granted access, and registered for the CareGiver App you will be able to sign into the app.

Follow these steps to sign in:

1. Download the CareGiver App by John Hancock in the App Store or Google Play Store
2. Enter the username and password you created during CareGiver registration

Please note: the app is intended for use by Independent Care Providers (ICPs) and account credentials for LTC online accounts will not work.

Resetting your username or password

If you’ve forgotten your username or password, we’ve got you covered. Follow the steps below to reset your username or password within the CareGiver App.

Follow these steps to recover your CareGiver username:

1. Open the CareGiver App

2. On the Sign In screen, click ‘Forgot username or password?’

3. Select ‘I forgot my username’

4. Provide your email you used to register for the CareGiver App

5. You will receive an email with your username

Follow these steps to reset your CareGiver password:
1. Open the CareGiver App
2. On the Sign In screen, click ‘Forgot username or password?’
3. Select ‘I forgot my password'
4. Answer the security question(s) you created during CareGiver registration
5. Enter the one time password code that gets sent as a text message (SMS)
6. Enter and confirm your new password
7. Return to the Sign In screen to sign in with your new password

Sign in with Face ID or Biometric

Setting up Face ID or biometric login for the Caregiver App makes accessing your account quick and secure. First, ensure your device supports biometric authentication and set it up in your device settings.

Follow these steps to ensure that Face ID (iOS) or Biometrics (Android) is enabled:

1. Sign in to the CareGiver App
2. Go to the ‘Settings’ tab
3. Ensure that the Face ID (iOS) or Biometric (Android) toggle is turned on