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 you experience problems logging in the first time, contact your website support.

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 Change Username 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 Change Password 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 Forgot Password? link and follow the prompts. A temporary password will be emailed to you within 10 minutes. The temporary password expires upon first login, and you will be prompted to create a new personal password. If you are a new user your plan administrator will send you 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 Forgot Password? link and following the required prompts. A temporary password will be emailed to you within 10 minutes. The temporary password expires upon first login, and you will be prompted to create a new personal password.

If you are a new user, please call website support 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 website support 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 Email Address option and follow the prompts.

Can I transfer this User ID to a different user?

For security purposes we do not allow usernames to be transferred from one person to another. Each username belongs to one specific person. To request a new username, use the New User Request form at the bottom of our webpage and follow the instructions.