Frequently Asked Questions

I can't login, what is wrong?
There are several possible reasons for why you are unable to login. Please review the scenarios below, and if you are still unable to login, please contact your customer service representative.

  1. I'm stuck at the login page! Every time I try to login, it just reloads the same login page over and over again.
    A "cookie" issue commonly causes this problem. A "cookie" or a "session variable" is a bit of information that a Web server, hosting a Web Site such as this stores on a Web client such as your PC. Cookies are of two types - temporary and permanent. Temporary cookies are deleted every time you shut your browser down, or after a certain amount of inactivity (ten minutes for this site). Permanent cookies are retained on your PC's hard drive, typically taking 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 that Web site. Information such as where you left the Web site the last time you visited, the functions you use most often etc. are stored so that return visits are more familiar for you.

    This Web site only uses temporary cookies for personal account information. We use these to store information about your transactions at our Web site so you do not have to authenticate your identity with your Username and PIN every time you want to do something at our Web site. As with all temporary cookies this information - which is already encrypted so it would not make any sense if anybody looked at it - is deleted every time you shut your browser down, or every ten minutes there is no activity, whichever comes first.

    Without using cookies it becomes impossible to offer the range and type of transactions, calculations, documents education and advice we have on our Web site. Cookies are passive bits of information, analogous to a sticky note on your desk. They can never do any damage to 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 at our Web site and others.

    We are highly aware of our participants' concerns about security and we are constantly monitoring our Web site's security infrastructure and improving on it 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 to High or above, you will not be able to access this Web site. You must set this to medium high or lower.

  2. 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 scenario here is that your Username was not entered correctly. You can verify your Username by clicking on the "Forgot your Username?" link located on the login page.

I have received my PIN, but now can I change it?
Yes, you have the ability to change your PIN on our Web Site. You can change the originally assigned PIN to a four-digit number of your choosing. The change is effective immediately and no written confirmation will be mailed. Go to the "Change Account " section of our Web site and then click "Change PIN".

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Once I insert the first number of my Username or PIN, the browser automatically inserts the remainder of the number.
The automatic insertion of your Username and PIN is due to an enabled setting on your browser. It is called "AutoComplete". To disable this feature in Microsoft Internet Explorer, use the following instructions: On the browser menu bar, click Tools/Internet Options/Content. Under Personal information, click AutoComplete, then under Use AutoComplete for, uncheck User names and passwords on forms. Under Clear AutoComplete history, click the Clear Passwords button then OK. Your Username and PIN will no longer fill in automatically.

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What is Rebalancer, and how do I use it? *
Rebalancer automatically redistributes your account balance to selected investment options at the frequency period 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.

Basically if you had 40% in fund A, 20% in fund B and 40% in fund C, over the course of time and through market fluctuations the funds may gain or lose value. Thus, for example, if fund A gained more than 40% of the value of your entire portfolio the Rebalancer would reapportion assets so that only 40% would be in fund A, 20% in fund B and 40% in fund C, the percentages you had originally designated.

Follow these steps to use the Rebalancer:

  1. Select "Change Account"
  2. "Rebalancer"
  3. Select a frequency period
  4. Select the funds you want to rebalance to. Must equal 100%
  5. Click continue
  6. Verify the information your inserted is correct
  7. Click on complete this transaction
  8. Click submit, and wait for a confirmation #.
* Rebalancing does not assure 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 reduces exposure to stock market fluctuations and 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 - turning the normal ups and downs of the stock market in your favor.

Follow these steps to successfully use the Dollar Cost Average:

  1. Select "Change Account"
  2. "Dollar-Cost Average"
  3. Select a Frequency period
  4. Choose the amount and funds of your choice
  5. Choose the percentage to go in select funds. (Must equal 100%)
  6. Click continue
  7. Verify the information you inserted is correct
  8. Click on complete this transaction
  9. Click submit, and wait for a confirmation #.
** Dollar cost averaging does not assure a profit and does not protect against loss in declining markets. Investors should also consider their financial ability to continue a dollar cost averaging plan during periods of low and high price levels.

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I cannot view documents such as fund overviews and fund performance history.
The above files are on our Web site in PDF format. PDF stands for portable data format. PDF files are visually rich documents that are not allowed to 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 one through the site. Click Here to download Adobe© Acrobat© Reader.

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Is it necessary to log out?
Yes, logging out is necessary to avoid unauthorized use of your account, but that is not the only measure we have in place to protect your privacy. Any time your browser is shut down all account information is cleared away. We also have a time-out feature which, ten minutes after the last account activity, clears all account information and forces you to log on again.

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Why am I seeing two scroll bars? / Why is the bottom part of my page blank?
Because this Web site 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 do so, please see below for instruction on enabling JavaScript.

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 x 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,

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

Enabling JavaScript

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 OK

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 "Scripts & Plugins"
  5. Check the "Enable JavaScript for Navigator" option
  6. Click OK

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