Onboard makes setting up benefits with Sun Life easier for you and your Clients. With your Onboard login, you'll have visibility into your Clients' onboarding experience and can align on tasks and timelines.
In this article:
- Activating your broker account
- Requesting a new activation link
- Resetting your password
- Multi-factor authentication
- Trouble signing in?
Activating your broker account
When it's time to sign in to Sun Life Onboard, you will receive a welcome email. The email contains an activation link for you to set up your account, and a helpful overview of what to expect in Onboard.
Having trouble finding the welcome email in your inbox?
-
- Check your spam and junk folders for communications from support@onboard.sunlife.com.
- Ask your IT department or Network Administrator to "allow list" or approve communications from the @onboard.sunlife.com domain and *mandrillapp.com servers to ensure they are not being blocked by firewalls or filters.
- An "allow list" is a list of email addresses or domain names from which an email blocking program will allow messages to be received.
- All Onboard emails are sent from the following IP address - 198.2.180.107.
From your welcome email, select Activate account to set up your password, sign in, and begin the onboarding process.
Please note: The activation link in your welcome email will expire after 7 days. Once the link has expired, you will need to request a new activation link before activating your account.
Your email address will be pre-populated but you will need to create a unique password. Once you've confirmed you password, select Activate account to complete your account setup.
You will receive an email confirming that your account has been activated, and now you are now ready to sign in to Onboard!
Tip: Bookmark https://onboard.sunlifeconnect.com from your web browser for quick access to Onboard.
Requesting a new activation link
The activation link in your welcome email will expire after 7 days, so it's important to activate your account timely. If your link has expired, you will be brought to the main Sun Life Onboard sign in page instead of being prompted to create your password.
Request a new activation link by selecting Having trouble signing in? and following the prompt to Request activation link.
Enter your email address to receive a new welcome email with an active link. Please ensure you are entering the email address associated with the initial welcome email.
Resetting your password
If you've forgotten your password, you can reset from the Sun Life Onboard sign in page. Select Having trouble signing in? and follow the prompt to Reset my password.
Enter your email address to receive a password reset email. Please ensure you are entering the email address associated with your account. Check your inbox and follow the instructions to create a new password and sign in to Onboard.
Multi-factor authentication in Onboard
Sun Life is serious about protecting data and may require multi-factor authentication (MFA) for certain accounts within the Sun Life Onboard system. This requirement is turned on for broker-level access accounts with the ability to download enrollment elections and census data for their Clients directly from Onboard.
With multi-factor authentication, it’s important that each individual user has their own personal Onboard account so they can receive one-time passcodes for verification.
- Please note: If you currently share your account with another person, you will need to set up your own Onboard account with multi-factor authentication enabled.
How to set up multi-factor authentication (MFA) on an account
Here are the steps you'll take when MFA has been turned on for an account login:
- At sign-in, you'll be prompted to enter your credentials (email and password).
- You'll then be prompted to provide a mobile phone number to receive a text message with the one-time passcode.
- After entering your phone number, you'll be sent a text message with the one-time passcode.
- Enter the one-time passcode to sign in to Onboard.
Each time you sign in going forward, you’ll receive a text message with a one-time passcode and will be prompted to enter that as part of your Onboard sign-in steps.
Signing in with multi-factor authentication
When multi-factor authentication has been turned on for an account, any time you sign into Sun Life Onboard:
- At sign-in, you'll be asked to enter your Onboard credentials first (email and password).
- Then you’ll be prompted to enter the one-time passcode. You should receive this one-time passcode by text message to the mobile phone number you previously set up.
How to reset multi-factor authentication on an account
If you have trouble signing into your own account or need to reset your own multi-factor authentication method, the Onboard support team can help you reset your sign-in details.
You can request a reset by reaching out to your implementation consultant or contact our support team directly at support@onboard.sunlife.com.
Trouble signing in?
For ongoing technical support, please contact support@onboard.sunlife.com or reach out to your implementation consultant at Sun Life.
Please note: For security and compliance reasons, your computer clock should align closely with the Universal Time Clock. This helps keep systems secure and avoids issues with timestamps and change tracking.
If you’ve received this error, your computer clock is set to more than 5 minutes from the Universal Time Clock. To reset your local computer clock to the proper time, review the following instructions for your operating system:
- For Windows 10: https://kb.wisc.edu/helpdesk/page.php?id=79027
- For Windows 7: https://www.di-mgt.com.au/wclock/help/wclo_setsysclock.html
- For Mac: https://support.apple.com/en-us/HT203413
- For Chrome OS: https://support.google.com/chromebook/answer/177871?hl=en