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The Great-West Life Assurance Company, London Life Insurance Company and The Canada Life Assurance Company have become one company – The Canada Life Assurance Company. Discover the new Canada Life

The Great-West Life Assurance Company, London Life Insurance Company and The Canada Life Assurance Company have become one company – The Canada Life Assurance Company. Discover the new Canada Life

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Freedom 55 Financial is a division of The Canada Life Assurance Company and the information you requested can be found here.

Frequently asked questions about 2-step verification (2SV)

If you have questions about 2-step verification – we have answers.

2-step verification is an additional security measure used to protect your account. After entering your email address and password to sign in to My Canada Life at Work, a unique code will be sent to that email. You'll need to enter this code to complete the sign in process. This way, no one will be able to access your account without the code.

We take protecting your personal information very seriously, so we’ve introduced 2-step verification to provide an extra layer of verification beyond your password. This feature helps strengthen the security of your account and protects your personal information from unauthorized users who may be able to guess your password.

If you’re sure you’ve entered the correct email and you don’t receive an email with your verification code within ten minutes, it may have been delivered to your junk or spam folder. Check these folders and be sure to add no-reply@canadalife.com to your safe senders list. You may not receive an email if your inbox is full – clearing your inbox and deleting old emails can clear up space. You can also select Resend the code. If you still do not receive an email and can’t access your account, call 1-888-222-0775 between Mon – Fri.: 8 a.m. - 8 p.m. ET and a representative will assist you in updating your email address. If your page times out and you encounter a 404 error, you may need to clear your browser cache.

If you enter your 2-step verification code and the system says it’s incorrect, you may have entered an old code. If you select Resend the code, only the most recent code sent to your email will work and any previous codes sent to you will be invalidated. It is important you wait up to ten minutes to receive the email with your code before selecting Resend to ensure you don't receive multiple codes. If you do receive multiple codes, use the most recent one you received. The timestamp of the email will match the time of your sign-in attempt. 

For best results when signing in, open your email inbox in a new tab on your browser. This way you can easily navigate back to the My Canada Life at Work tab once you have your code and enter it right away. 

If you no longer have access to the email associated with your account, please contact our My Canada Life at Work contact centre (1-888-222-0775) and a representative will assist you in updating your email address. Our regular business hours are Mon - Fri: 8 a.m. - 8 p.m. ET.

Yes. We always recommend using an email address that you have easy access to. After you’ve signed in, navigate to Your profile and then Security. You can update your sign-in email address here. 

When you sign in and enter your 2-step verification code, you can then select Remember me. You’ll still benefit from the increased security of 2-step verification without having to re-enter a code each time you sign in when using the same browser on the same device. You’ll be prompted again by 2-step verification if it’s been a while since you last signed in, if you’re using a different browser or device, or if you change your password.

We strongly recommend using 2-step verification as it ensures a higher level of protection for your personal information and assets. As cybercrime becomes more sophisticated, we must also increase the sophistication of our protective measures. 2-step verification is one way that we do this. To learn more about protecting yourself online, visit this helpful page about Internet security.

If you don’t have biometrics (face ID or fingerprint) enabled on your mobile device for the My Canada Life at Work app, you’ll be asked to use 2-step verification. Once you sign in successfully, you can enable biometrics. If you use biometrics to sign in, you won’t be required to do 2-step verification.

If you receive a code and you’re not trying to sign in to your account, you should: 

  • Contact us at 1-888-222-0775 between Mon – Fri.: 8 a.m. - 8 p.m. ET to report the incident. 
  • Change your password. An unknown attempt to sign in to your account may indicate that someone has guessed your password. If you use the same email and password for multiple websites, we recommend updating it. 

Our systems and processes continue to evolve to ensure they meet the needs of members. While you can only receive your 2-step verification code by email at this time, we’re working to enhance that in the future. 

After you sign in the first time with 2-step verification, you can disable it in the Security section under Your profile. Disabling 2-step verification online or in the app will disable it in both places. We strongly recommend keeping it enabled as cybercrime becomes more sophisticated. 2-step verification is one way that we’re able to enhance our protective measures. To learn more about protecting yourself online, visit this helpful page about Internet security.