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Frequently asked questions

All FAQs about troubleshooting

You may be able to unlock your account onlineOpens in a new window. From any page, select "Log In," enter your user ID and password, then follow the prompts to confirm your identity and regain access. If you can't unlock your account online, please call us at 866-207-6467, weekdays from 8 a.m. to 10 p.m. and Saturdays from 9 a.m. to 6 p.m. (ET).

If you are calling from outside the U.S. or Canada
See the AT&T International Long-Distance Dialing GuideOpens in a new window

Find the dialing code for your country, then dial the country code to reach an AT&T operator. If you don't know your country code, we recommend that you contact your local telephone provider to find out.

Why do we lock accounts?
After three consecutive invalid login attempts, online access to your account is locked for security purposes. We lock online access to prevent fraudulent activity and to make sure "robot" password programs aren't run on your account.

N/A indicates your balance is unavailable. This might be caused by one or more of the following:

- There is no balance to report for the current date or previous quarters.
- There is a pending transfer/rollover of funds into your contract from an external institution.
- A premium/account adjustment is being made internally. Our system is temporarily disabled from providing a current balance until the account is balanced.

Please try these fixes:

- Delete any old bookmarks or favorites for TIAA.org, then type TIAA.org into the browser's URL field
- Select the reload or refresh button at the top of the browser
- Clear your browser cache (the process is different in every browser)

When you access your online account, TIAA considers your login an open session, and stores a cookie to handle browser access to the secure site.

A cookie is a small amount of data which serves many functions; it can store login information including a username and password. Since the cookie is stored in your file system, simply closing the browser will not log you out of the system until the session times out. That happens 20 minutes after your last browser action.

Some organizations use "in memory cookies," which are stored in the browser’s memory. To effectively log out, you would have to close all open browsers. If all browser sessions are not closed, you could re-enter the site without having to log in again. TIAA doesn't operate this way. For this reason, you can log out of TIAA.org and continue to use all open browers.

You can register for online accessOpens in a new window in just a few minutes.

Please note: To confirm your identity, you'll need your Social Security number among other information to complete your registration.

Online help

Calling us

Weekdays, 8 am − 10 pm (ET)

This material is for informational or educational purposes only and does not constitute a recommendation or investment advice in connection with a distribution, transfer or rollover, a purchase or sale of securities or other investment property, or the management of securities or other investments, including the development of an investment strategy or retention of an investment manager or advisor. This material does not take into account any specific objectives or circumstances of any particular investor, or suggest any specific course of action. Investment decisions should be made in consultation with an investor's personal advisor based on the investor's own objectives and circumstances.