One-Time Security Code FAQs

Why do I need a security code to log in?

Common online activities such as downloading apps, or using the same password on multiple sites can put your login information at risk. We use the security code as a second level of verification to help prevent unauthorized access even in cases where your username and password have been compromised.

How do I update my phone numbers?

You can update your phone numbers on NetBenefits® by accessing Profile after entering logging in.

What if I don't have my phone with me?

Don't worry - you can still receive your security code. Simply log in to your account and request the code be sent to your alternate number on file. If you don't have an alternate number listed, please call a customer service representative at 800-544-4637 . We're available Monday through Friday, 8:30 a.m. to 12:00 a.m. ET.

My code doesn't work. What should I do?

First, make sure to enter the security code that is in message itself and not the hyphenated 6-digit incoming number.

If this doesn't solve the problem, do the following: 

1. Log in to your account and select "Request a new code." 

2. Make sure that the delivery method (text message or voice call) is compatible with your phone. 

3. If you receive multiple codes, please enter the most recent one. 

You asked for my security code - does this mean someone tried to access my account?

No, it's just a security best practice we implement to help prevent unauthorized access. We take security very seriously and employ the latest measures to help protect your information.

Can I access my account from different devices?

Yes, though you may be asked for a security code if you're accessing your accounts from a device we do not recognize. To register your device, select "Remember this device" after entering your code.

How does "Remember this device" work?

When you select "Remember this device," we mark that device as a trusted resource. We may still request a security code periodically. To help maintain security, we recommend that you only register devices that you use frequently. You can register multiple personal devices, but please do not register public devices.

I previously selected "Remember this device." Why did I have to request a security code?

Device recognition is just one of several factors we use to verify your identify. For example, if you are using a different browser or if you have registered multiple devices, we may request a security code to confirm your identify.

What if I lose or give away a device I registered?

If this happens, please call a customer service representative at 800-544-4637 . We're available Monday through Friday, 8:30 a.m. to 12:00 a.m. ET.

Fidelity Investments Institutional Operations Company, Inc. 245 Summer Street, Boston, MA 02210.