Resolve retirement enrollment and account problems

Start on Dashboard in Member Hub and check Enrollment status. If you also have an employer role, switch to Member before checking your own benefit.

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Enrollment status and next steps

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Enrollment says it is not available

Check the Country of residence and Nationality entered in the enrollment flow. If either is wrong, correct it. If the details are right and you believe the result is wrong, contact support. Do not enter different details to get past a restriction.

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Retirement or settings is missing

Retirement navigation and settings depend on your enrollment and your employer’s setup. Start from the dashboard rather than an old saved link. If you expected access, ask your employer to check your account and participation. A Verify your personal email, Confirm your personal email, or Add beneficiaries prompt concerns your profile. Follow contact-email guidance or beneficiary guidance. These prompts are separate from whether a contribution has arrived.

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A balance or contribution looks wrong

Check the displayed date and History, including the filters and status. Total contributions, current portfolio value, and vested employer amounts describe different things. A saved investment strategy does not move existing holdings. Ask your employer about a missing contribution or payroll period. Ask support about an unexpected display, fee, or error. Include what you expected, what you saw, the date, and the exact error without sharing sensitive account information.

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You want to withdraw or transfer money

Follow Ask about a retirement withdrawal or transfer to prepare your enquiry and get the plan-specific process confirmed. The member dashboard, contribution-rate form, and strategy-change form do not submit that request.