Empower Retirement™
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Frequently Asked Questions

I can't log in. What is wrong?

There are several possible reasons for why you are unable to log in. Please review the scenarios below and if you are still unable to log in, contact your customer service representative.

I believe I have entered my Username and PIN correctly; however, I'm receiving a message stating, "The system was not able to log you on."

The most likely reason for this is that your Username was not entered correctly. You can verify your Username by clicking on the "Forgot Username or PIN?" link located on the login page.

I remember my Username but can't remember my PIN.

Click on "Forgot Username or PIN?" then select the tab "Forgot PIN" and follow the steps to log in.

I forgot my Username and PIN.

Click on "Forgot Username or PIN?" then click on the "Forgot Username and PIN" tab and follow the steps to log in.

I'm stuck at the login page! Every time I try to log in, it just reloads the same page over again.
A "cookie" issue commonly causes this problem. A "cookie" or "session variable" is a bit of information that a Web server, hosting a website such as this one, stores on a Web client, such as your PC. There are two types of cookies: temporary and permanent. Temporary cookies are deleted every time you shut down your browser or after a certain amount of inactivity (10 minutes for this site). Permanent cookies are retained on your PC's hard drive, typically taking up less space than it takes to store two lines of English text.

A permanent cookie is used to store non-private information that helps Web servers customize the way you view a particular website. Information such as where you left the website the last time you visited, the functions you use most often, etc., are stored so that return visits are more familiar for you.

This website only uses temporary cookies for personal account information. We use these to store information about your transactions while on our website so you don't have to authenticate your identity with your Username and PIN every time you want to do something on the site. As with all temporary cookies, this information—which is already encrypted for your protection—is deleted every time you shut down your browser or after every 10 minutes of inactivity, whichever occurs first.

Without the use of cookies, it becomes impossible to offer the range and types of transactions, calculations, education information and advice available on our website. Cookies are passive bits of information, much like a sticky note on your desk. They can never damage your PC or erase any records, etc.

To keep from having to re-enter your Username and PIN, we advise checking the "enable all cookies" option in your browser. This will also allow you to take advantage of the customization and personalization features on our website and any others you regularly visit.

We are keenly aware of our participants' concerns about security, and we constantly monitor our website's security infrastructure and make improvements where possible. Using cookies does not affect our very strong security architecture in any way.

Internet Explorer Users:

1. Under the "Tools" menu, select "Internet Options."
2. Click on the "Privacy" tab. If your settings are set at high or above, you will not be able to access the website. You must reset this to medium-high or lower.

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I have received my PIN and would like to personalize it. Can I change my PIN online?

Yes, you have the ability to change your PIN on our website. You can change the originally assigned PIN to a number of your choosing. After you log in, click on "My Profile," then choose "Personal Account Information." At the bottom of the page, click on the "Edit" button next to "PIN." Enter the new PIN information and then click on "Submit." The change is effective immediately and no written confirmation will be mailed.

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Once I insert the first number of my Username or PIN, the browser automatically inserts the rest. How do I keep it from doing that?

The automatic insertion of your Username and PIN is due to an enabled setting on your browser. It is called "AutoComplete." Here are the instructions to disable this feature in some of the most popular browsers:

Internet Explorer 5 and higher:

  1. From Internet Explorer, choose "Tools" and then "Internet Options."
  2. From the "Internet Options" multi-tabbed dialog box that appears, select the "Content" tab.
  3. Click the "AutoComplete" button.
  4. Uncheck everything.
  5. Click on the "Delete AutoComplete history..." button.
  6. Select the items you would like to delete from the browser's history and click "Delete."
  7. Click on "OK" to return to your browser.

Mozilla Firefox:

  1. From the "Tools" menu, select "Options."
  2. Select the "Security" category.
  3. Uncheck the options under "Passwords."
  4. Select the "Privacy" category.
  5. In the "History" section, select "Use custom settings for history" from the drop-down menu.
  6. Uncheck the box to remember search and form history.
  7. Click on "OK" to return to your browser.

Safari:

  1. Go to the Safari application menu.
  2. Select "Options."
  3. Click the "AutoFill" icon.
  4. Next, click the "Edit . . ." button next to whichever category of saved entries you'd like to change.

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What is Rebalance My Investments, and how do I use it?*

Rebalance My Investments automatically redistributes your existing account balances to selected investment options at the frequency you choose. Rebalancing will begin one frequency period from the time your transaction is submitted. Some investment options may not be available due to plan restrictions.


EXAMPLE: Let's say you have allocated 40% of your assets to fund A, 20% to fund B, and 40% to fund C. Over the course of time and through market fluctuations, the funds may gain or lose value. So if fund A gained more than 40% of the value of your entire portfolio, the Rebalance My Investments feature would reapportion assets so that only 40% is in fund A, 20% in fund B and 40% in fund C, the percentages you originally designated.

Follow these steps to use the Rebalance My Investments feature:

  1. Click on "Transactions."
  2. Select "Rebalance My Investments."
  3. Select a frequency period and set up date.
  4. Click "Continue."
  5. Select the funds to which you want to rebalance (must total 100%). You can also elect to have your future contribution allocations match your selections by checking the box for "Change Future Investments."
  6. Click "Continue."
  7. Verify the information you inserted is correct.
  8. Click "Continue."
  9. Click "Submit" and wait for a confirmation number.

* Rebalancing does not ensure a profit and does not protect against loss in declining markets.

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What is dollar cost averaging, and how do I use it?**

Dollar cost averaging can help reduce exposure to stock market fluctuations and timing risk by investing equal, fixed amounts of money in particular investments on a regular schedule. This means you end up buying more shares when prices are low and fewer shares when prices are high. In the long run, this slow and steady investment pace could lower your average cost, potentially turning the normal ups and downs of the stock market in your favor.

Follow these steps to successfully use our Dollar Cost Averaging tool:

  1. Select "Transactions."
  2. Select "Dollar Cost Average."
  3. Select a frequency period.
  4. Click "Continue to the next step."
  5. Choose a termination date for the Dollar Cost Average, or select "Do not terminate this Dollar Cost Average. Run it until I cancel it."
  6. Choose the investments you would like to transfer money from.
  7. Click "Continue to the next step."
  8. Enter the dollar amount you would like to transfer out of the selected investment option(s).
  9. Click "Continue to the next step."
  10. Choose the investment options you would like to transfer into.
  11. Click "Continue to the next step."
  12. Choose the percentages to go in the selected funds (must total 100%).
  13. Click "Continue to the next step."
  14. Verify that the information you inserted is correct.
  15. Click on "Initiate Dollar Cost Average."

**Dollar cost averaging does not ensure a profit and does not protect against loss in declining markets. Investors should consider their financial ability to continue a dollar-cost-averaging plan during periods of fluctuating price levels.

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I cannot view documents, such as fund overviews and performance history. What do I need to do to view these types of documents?

Those types of files are on our website as PDF documents. PDF stands for portable data format. PDF files are visually rich documents that can't be changed. In order to view these documents, you need a free program called Adobe® Acrobat® Reader. If you do not currently have Adobe Acrobat Reader installed on your system, you can obtain it at www.adobe.com. You may also click here to download it.

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Is it necessary to log out?

Yes, logging out is necessary to avoid unauthorized use of your account. However, that is not the only measure we have in place to protect your privacy. Anytime your browser is shut down, all account information is cleared away. We also have a time-out feature that clears all account information 10 minutes after the last account activity. Once the website "times out," you must log on again to resume account activity.

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Why do I see two scroll bars? And why is the bottom part of my Web page blank?

This website uses a combination of two different Java technologies. On certain account pages, an Interactive Frame (I-frame) is used to merge the menus with the account page. For I-frames to function properly, JavaScript must be enabled. Currently, JavaScript is not enabled on your browser. To enable JavaScript, please see the instructions that follow.


Another way to remedy this situation is to change your screen resolution. This site was designed to be viewed using a screen resolution of 1024 by 768. If your resolution is set to another size and you do not have JavaScript enabled, you may experience either multiple scroll bars on some account pages or instances where the content page does not stretch the entire length of the screen. If you wish to modify your screen resolution, follow these steps:


To modify your screen resolution in your browser:

  1. Go to your desktop.
  2. Right click and select "Properties."
  3. Select the "Settings" tab.
  4. In the lower right-hand corner of the box, move the slider to either the left or right to increase or decrease your current resolution.
  5. Click "OK" twice, and then click "Yes."

To Enable JavaScript in your browser:

Internet Explorer

  1. In the toolbar of your browser, select "Tools."
  2. Select "Internet Options."
  3. Select the "Security" tab.
  4. Click the "Custom level" button.
  5. Scroll through the menu options. Toward the bottom you will see "Scripting" menu options. Under the Active Scripting choice, click "Enable." Under the Java Applets choice, click "Enable."
  6. Click the "OK" button.

Mozilla Firefox 0.9.X

  1. Select "Options" from the Tools menu.
  2. Click the "Web Features" icon.
  3. Check "Enable JavaScript."
  4. Click "OK."
  5. Click "Reload."

Safari:

  1. Select "Preferences" from the Safari menu.
  2. Click "Security."
  3. Check "Enable JavaScript."
  4. Close the window.
  5. Click "Reload."

Netscape 7.0 or higher

  1. In the toolbar of your browser, select "Edit."
  2. Select "Preferences."
  3. Expand the "Advanced" section by clicking the arrow.
  4. Click on "Scripts & Plugins."
  5. Check the "Enable JavaScript for Navigator" option.
  6. Click the "OK" button.

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Is my Username case sensitive?

Your Username is not case sensitive, so it doesn't matter if you type it in using uppercase or lowercase letters.

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Can I Download to Quicken or Microsoft Money?***

If you would like to download your account activity to either Quicken or Microsoft Money, simply choose the "Transaction History" option under the "Account History" tile. On this screen, select either "Quicken QFX" or "Microsoft Money QIF." Then, select your date range and press the "Download" button.

***GWFS Equities, Inc. is not affiliated with Quicken or Microsoft Money.

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