Plan service center FAQs

Username/Password/Preferences

How do I log in to the plan sponsor website?

Enter your username and password and then click the Sign In button. If logging in from a new or unrecognized device, you will be sent a verification code to confirm your identity. If you experience problems logging in the first time, contact your Client Services.

How do I change my username?

The assigned username was established when your website access was created and cannot be changed; however, you can create a registered username during the account setup process. If you do not choose to create a registered username upon account setup, you may do so anytime you visit the website. Simply click the My profile link located at the top of the webpage and select the Username Update option. You will be directed to enter a registered username, one of your choice, that may be easier for you to remember. Click Update to complete this process. Please note: registered usernames are case sensitive and assigned usernames are not.

How do I change my password?

Passwords can be changed any time after logging in to the website via the My profile link located at the top of the webpage. Select the Password Update option and follow the prompts.

How many characters must my password contain?

Passwords must be between eight and 64 characters in length and contain at least three of the following character sets: lowercase letters, uppercase letters, numbers and/or special characters @ $ ! # % * ? & + . _ - =

I forgot my password. How can I get help?

Click on the Login Help link and follow the prompts. You will be sent a unique verification code via email or text. The verification code is valid for 30 minutes and will allow you to create a new password. If you are a new user, you will be sent an email with a password to use the first time you log in. After initial login, you can change your password as you set up your account.

I’ve exceeded the maximum number of login attempts. Can I still log in?

Yes. If you successfully logged in to the website in the past, you can log in by setting up a new password via the Login Help link and the process described above.

If you are a new user, please call Client Services at the toll-free number listed under the Contact Us link in the Need Help? section to have your password reset.

I never received a password. What should I do?

Passwords are sent in a separate email from the email you received with your username. If this secondary email was not received, please call Client Services at the toll-free number listed under the Contact Us link in the Need Help? section.

How do I change my email address?

To change your email address, log in to the website and click the My profile link located at the top of our webpage. Select the Contact information Update option and follow the prompts.