Take a look at the tips below to help through some common issues associated with account access. If these steps do not help, please contact us.
Did you forget your User Name?
If you already have an EAP login but cannot remember your User Name, you can securely retrieve your User Name online after passing a couple of verification steps. Click “I forgot my User Name” in order to retrieve it.
Did you forget your Password?
To get access to your account, please click on “I forgot my Password” in order to retrieve your password with a couple of verification steps.
Have you set up an Employer account before?
If not, you can refer to this article by clicking here to set up the account. If you need further assistance, we would be happy to inform you of the steps to getting access to the Employer account. To speak to a Customer Solutions Specialist, please call our toll-free number at 1-888-98-GUIDE (1-888-984-8433).
How do I make a one-time contribution to our employees?
If you are an administrator looking to submit a one-time contribution for an employee, refer to the instructions below.
If you are on an “On-Request” billing frequency, please login to your Employer Access Program (EAP).
- Click on the “Retirement” tab
- Click on “Edit Regular Contributions”
- Under “One-Time Adjustment” add the contribution amount
- If necessary, you can select “Skip” to bypass specific contributions within the bill
- Once the bill amount looks correct, you can click “Save & Pay Bill”
If you are on an “Fixed Day of Month” billing frequency, you will not be able to make the one-time contribution online. A Customer Solutions Specialist can assist with making a manual draft. Please call our toll-free number at 1-888-98-GUIDE (1-888-984-8433).