Support

Common questions

Account enrollment and details

  • Who can enroll in an online account?
    The primary or joint owner of a policy/contract may register for an Equitable online account. Individuals who do not have a Social Security or Tax number ID will need to call our eService center at (877) 222-2144.
  • Can I view my spouse's account online?

    For Life and annuity accounts, we do not provide linked accounts between spouses. You can only see a consolidated view of products/policies you own as an individual.

    For LPL accounts, householding is available. You will need to work with your financial professional for assistance.

  • How often is my online account information updated.
    Your account information is generally updated nightly after the close of every business day.

     

  • Where do I sign in to access my online account?
    The upper right-hand corner of each page of the equitable.com  website has a sign in link, or you can sign in here: equitable.com/login. You may register for an online account at equitable.com/registration if you do not have one yet. To connect from your mobile device, please download our app in the App Store or Google Play Store if you do not have an online account yet.

eDelivery

  • How does eDelivery work?

    To set up eDelivery: log in to your account, choose which documents you want to receive digitally, and which , if any, you want to receive by mail. You're in control. 

    Then, when new documents are available, we'll send you an email notification with a link to the documents. You can then log in to the client portal to view, print or download copies. All your available documents are stored for you online for access whenever you need them.

  • What documents are available for eDelivery?
    These document categories are generally available for electronic delivery to life and annuity customers:

     

    Confirmation notices
     Produced for life and annuity customers as a result of any financial transaction. Certain other transactions — address change, investment allocation change — also produce a notification to the owner.

     

    Annuity quarterly statements
     Mailed to annuity contract owners on any calendar quarter in which there was a financial transaction and at calendar year-end. These statements provide account information, including investment performance information and current account values by investment option. For certain employer-sponsored plans, only the plan sponsor receives these statements; individual participants do not.

     

    Prospectus, privacy policy and related communications
     This category is available only to customers with policies who have variable investment options, such as our EQUI-VEST, Accumulator and Incentive Life contracts. You will receive prospectus updates, semiannual and annual shareholder reports of the trusts' investment portfolios that serve as the underlying investments available under a variable life policy or annuity contract.

     

    Related communications
     We will also advise you of investment option changes, managerial changes or other changes to your investment portfolios as they occur. In any of these communications we may, include other important information that impacts your life or annuity contract, such as policy or contract endorsements.

     

  • Who can enroll in eDelivery?
    Individual owners of life and annuity contracts can enroll online. For special ownership arrangements, such as joint owners, trustee owners, corporate owners, online enrollment for our eDelivery service is not available at this time. In addition, for certain employer-sponsored plans, such as 401(k) plans, where only the employer receives written communications; enrollment in eDelivery will not be available to the plan participants. In these situations, a message will appear on the enrollment screen, noting that a particular policy or contact is "paperless delivery not available".
  • How will I know when documents are available online?
    You will receive an email notification that a document is available to view in your online account.
  • How do I access a document if I deleted the email with the link?
    You can access documents, after logging in to your online account, from the Portfolio Summary. Select the eStatements option from the drop-down menu next to the policy number. A list of available documents will be displayed.
  • Are there eDelivery considerations I should know about?
    If you don't receive an anticipated email notice, log on to our website to access the document.

     

    If you have anti-spamming software installed on your computer, be sure to enter the equitable-edelivery.com domain as acceptable and/or valid within your anti-spamming software.

     

    If you do not have anti-spamming software and the document is available online, please alert our customer service team at (877) 222-2144 to the missing email notice.

     

  • Is eDelivery secure?
    To ensure your privacy, documents with personal information will be protected behind our secure log in using a personal ID and password. Your login credentials and account documents are encrypted and protected by secure socket layer technology. We recommend you use a browser that supports 128-bit encryption.
  • How do I make changes to email or eDelivery options?
    To change your email address, log on to your account and click on the "Change" link next to the email address on the Portfolio Summary page.

     

    To change your eDelivery elections, click on the drop-down menu next to the policy number and select the eStatements option. From the eStatements page, select the "Sign up for eDelivery" or "Delivery Preferences" link to update your elections.

     

    Note that if you purchase a new life insurance policy or annuity contract subsequent to enrolling in eDelivery, that policy will not automatically be enrolled for eDelivery. You must select the eDelivery preferences for that policy by selecting "Delivery Preferences" from the eStatements page.

     

Account management

  • How can I verify my online account information?
    If you have a specific question about contract or policy details provided in your online account information, call us toll-free at (866) 444-6001 and select option 2
  • What updates can I make online?

    You can update your personal information including your address, email and phone number. You can also update your investment strategies and financial profile.

  • Do I have to update my profile information?

    Keeping your personal information updated is very important. It helps you retain control of your accounts and prevent fraudulent activity. It also allows Equitable to reach you  should we need to. You can update your address, phone, email and financial/investment profile 24/7 in your online account. Access your online account via the Sign in link or sign in here: equitable.com/login. To have a service representative assist you with updating your personal information, contact your product's dedicated service center.

  • How do I transfer amounts between investment options, change allocation or rebalance my account?
    If you are the owner, annuitant/owner or participant of the policy/contract/certificate, you may transfer amounts among investment options online, through the Equitable website. The transaction is available in the "manage your account" drop-down online. Please note your ability to make transfers is subject to accepting our online agreement, including our rules against market timing and enrolling in transactions.
  • If the Equitable client portal is not available, how can I transfer amounts or change allocations?

    You can call into one of the service centers below. Your customer service team will depend on your type of account or policy.

    Group Retirement accounts call (800) 755-7777
    Individual Retirement accounts call (888) 909-7770
    Momentumsm call (800) 821-7777
    Equitable Life call (800) 777-6510

    If you are unable to reach us by telephone, you should send a written transfer or allocation change request to our administrative office. For mailing address information, go to the Support page for your product.

    *Request complimentary translation services with customer service when foreign language support is needed. Follow the steps provided here.

  • When will requests submitted in the client portal be viewable?

    If the request is valid according to the terms and conditions of your product, you will see the change(s) reflected the morning of the next business day. For example, if a valid transfer is completed on Tuesday at 2 p.m. ET, that activity will be reflected after our 4 a.m. ET refresh is completed on Wednesday morning.

    For address changes, if the request is valid, you will see the change(s) reflected in your account in approximately 5 business days.

    Note that generally, only requests that have been received by 4:00 p.m. ET will be processed on an Equitable business day. If we receive a request after 4:00 p.m. ET it will be processed on the next Equitable business day.

  • I have a reference number but the change(s) do not appear?

    You can call into one of the service centers below. Your customer service team will depend on your type of account or policy.

    Group Retirement accounts call (800) 755-7777
    Individual Retirement accounts call (888) 909-7770
    Momentumsm call (800) 821-7777
    Equitable Life call (800) 777-6510

  • Can I cancel a transaction?
    Requests received in the Equitable client portal for the current Equitable business day will be listed on the Transaction Summary page. Prior to 4:00 PM, ET, the requests will have a status of 'pending'. Pending requests can be cancelled prior to 4:00 PM, ET, by selecting the Delete button for the specific request on the Transaction Summary page. After 4 PM, a submitted request cannot be cancelled.
  • Transaction Summary — what requests show here?
    Only requests submitted in the Equitable client portal and by Interactive Telephone will be reflected on the website. Any Annuity requests processed through TOPS (Telephone Operated Program Support) or sent in by paper will not appear on the online Transaction Summary screen.
  • If the Equitable client portal is not available, how can I transfer amounts or change allocations?

    You can call into one of the service centers below. Your customer service team will depend on your type of account or policy.

    Group Retirement accounts call (800) 755-7777
    Individual Retirement accounts call (888) 909-7770
    Momentumsm call (800) 821-7777
    Equitable Life call (800) 777-6510

    If you are unable to reach us by telephone, you should send a written transfer or allocation change request to our administrative office. For mailing address information, go to the Support page for your product.

  • How do I make a payment online?
    You must be registered in the Equitable client portal website to make a payment online.

     

    From the Portfolio Summary, select "Make A Payment" from the drop-down menu next to the policy number. Note: if you do not see "Make a Payment" in the menu, this functionality is not available for your policy at this time. Follow the instructions provided.
  • How do I contact customer support by phone?

    Call us toll-free at (866) 444-6001

    For faster service select the appropriate prompt:

    • Option 1 - Questions on your existing account, policy or contract
    • Option 2 - Technical support or online account information
    • Option 3 - Learn more about our products & services
    • Option 4 - Access our corporate directory 
    • Option 5 - Register for online access and electronic delivery

Online account features and benefits

  • What features are available through my online account with Equitable?
    Our client portal provides registered customers a consolidated view of life and annuity contracts, 24 hours, 7 days a week. Customers can log in to:

     

    Check Account Details
     Annuities — Plan type, ownership and account value
    Life — Face amount, cash value and available loan value
    Investment option balances, investment allocation and daily fund prices
    Premium/Contribution information

     

    Manage your portfolios
     Transfer amounts among investment options
    Change the investment allocation for future premiums/contributions
    Make a payment or contribution
    Request a loan against your life insurance cash value
    Sign up for electronic delivery of statements

     

    Review investment performance
     Annualized year-to-date, 1 year, since inception, and where available, 3-, 5- and 10-year performance
    investment objectives, strategy, portfolio composition and top 10 holdings for all options
    Quarterly portfolio highlights

     

    Access customer service
     Find answers to frequently asked questions about your policy/contract
    Print service forms
    You should be aware that not all contracts and/or policies are supported online at this time. Policyholder/Contract holders must be registered with the Equitable client portal to obtain the online services listed above. If you are a plan participant, your plan sponsor must agree to make online access available for you. During registration, clients are asked to accept our Online Services Agreement. The use of the Equitable client portal is only available on the terms and conditions set forth in the agreement.

Passwords

  • I forgot my password
    If you have forgotten your password, you may reset it online. From the Sign in page, select "Forgot your User ID or Password" and follow the simple steps to restore access to all your accounts.

     

    Note your password is case-sensitive (e.g., PASS56 is different from pass56). Your password must contain both letters and numbers and 8 to 15 characters. Remember this password is for use on the Equitable website only. Your TOPS PIN remains the same.
  • What is the account number?
    The account number represents your policy number (for life insurance clients), contract number (for annuity customers) or participant number (for Momentum clients).
  • Does resetting my password work in all situations?
    There are some instances where you will not be permitted to reset your password. If your account has been suspended, you will need to call (877) 222-2144.
  • How do I change my password?
    Sign in to the Equitable website. On the Portfolio Summary page, select the "Personal Settings" link. Select the "Change Password" option and follow the instructions provided.

Security

  • Is access to my personal information secure?
    Yes, access is only permitted to customers who successfully complete the registration process and log in with the appropriate password. During registration, certain information is verified, including the contract or policy number, Social Security number and date of birth. In addition, the Equitable website utilizes an encryption system that scrambles your information as it passes over the internet.
  • How can I prevent online access to my accounts?
    Please contact our Help Desk at (877) 222-2144 and ask for your account to be suspended from internet access.
  • Is resetting my password online secure?

    Yes. Resetting your password is performed in a secure environment. To make sure your account is not compromised, we ask that you enter the specifics that were required when your original enrollment was processed. As a precaution, we ask for additional information only you would know. Once you reset your password, you should keep it in a safe place.

    Equitable will not be responsible for any consequences resulting from the unauthorized use of your password. For any online transactions, a confirmation notice will be mailed to your address of record. If you receive a confirmation for a transaction you did not request, call us immediately at (877) 222-2144.

  • Can anyone else request transactions on my account?
    Only the policy or contract owner, using the Social Security number and designated password, can process transactions. Once you receive your password or reset it online, you should keep it in a safe place.

     

    Equitable will not be responsible for any consequences resulting from the unauthorized use of your password. For all online transactions, confirmation notices will be mailed to your address of record. If you receive a confirmation for a transaction you did not request, call us immediately at (877) 222-2144.
  • How do I know if my session is encrypted?
    Depending on the browser you are using, you will see an icon on the screen indicating you are in a secure environment. Microsoft® Internet Explorer™ will display a closed padlock on the lower right corner.

Website/browsers

  • How do I clear an error that continues to reappear?
    Clients who use our sites frequently to access their accounts sometimes encounter errors that have already been corrected. Clearing your cache may eliminate this (cache memory is used by the browser to keep local files of frequently accessed documents).

     

    Steps to clear your cache memory are frequently found within the History or Internet Options menu choices within the browser options settings. If you cannot find this option for your specific browser, you may conduct an internet search for "clearing cache memory in [insert browser name] browser" to get help online.
  • Where do I call with technical questions?
    If you have a general or a technical question about the Equitable website, please call us at (877) 222-2144.

Mobile

  • Can I print from the mobile app?
    Yes, printing is available for documents, statements and tax forms. You will also need to add a printer that can get data by Wi-Fi or mobile network.
  • Where do I reset my password?
    If you need to reset your password, go to the log in screen. Click "Forgot User ID or Password?". Then choose Forgot Password and follow the prompts.
  • Can I save documents from the mobile app?
    Yes, click on the particular document you would like to save. You will see an icon (arrow pointing up) on the top right of the screen. A reminder will pop up, click "ok." If the mobile device you use permits saving documents, you will be able to save the document at this time.
  • Can I use Face ID to log in to my account?
    yes, after your initial log in, click the menu on the top left. Choose settings, Enable Face ID and click the button to turn Face ID on, then proceed through the prompts. This will enable Face ID at your next log in.
  • How do I ensure I am logged out through the app?
    Click the menu button on the top left of the screen. The menu will drop down and log out is the last option. Click on log out and you will be brought to the empty login screen and logged out of your account.