Fidelity Investments Sign-In Troubleshooting Guide

If you're having trouble logging into your Fidelity Investments account, there are several possible reasons. Firstly, check that you are entering your password correctly, including paying attention to letter case and special characters. If you have forgotten your password, you can reset it. You can also log in and change your password and username on the Update Your Profile page. If you are still unable to log in, it may be due to browser incompatibility or issues with cookies. Fidelity.com is designed to support the latest web browsers, including Google Chrome, Mozilla Firefox, Apple Safari, and Microsoft Edge for desktops, and Apple Safari, Google Chrome, and Android for mobile devices. Older browser versions may not be fully compatible with the website. Additionally, ensure that your browser is not blocking cookies, as this can prevent login. If you continue to experience issues, you can contact Fidelity's technical support or customer service for further assistance.

Forgotten username or password

If you have forgotten your username or password, you can reset it. You can also log in and make changes to your username and password on the Update Your Profile page.

To change your username or password, log in to your account and select Profile, then select "Login Information". If you have forgotten your username or password, you can reset it here. You can change your username, password, or security questions at any time at Your Profile. After logging in, select Security Settings, then Log in/Password.

Provide some simple information to help verify your identity, then you can reset your password or be shown your username. Note: Changing your password will also update it in the Fidelity phone system, and other Fidelity websites, such as NetBenefits and eWorkplace.

The same username and password can be used to access all of your Fidelity accounts through any of their service channels including:

• Fidelity.com (brokerage accounts, personal retirement accounts like IRAs)
• NetBenefits.com (employer-sponsored accounts like 401(k), 403(b), 457, health plans, pension, and HR/Payroll)
• Charitablegift.com (Charitable Gift Fund accounts)
• Fidelity Automated Service Telephone (FAST)
• Wireless access through Fidelity Mobile

Outdated browser

An outdated browser is one of the primary reasons why Fidelity Investments may not be recognizing your sign-in attempts. Web browsers are essential for accessing online content and they need to be updated regularly to ensure compatibility and security.

Web browsers are complex software that undergoes continuous development and improvement. Browser developers regularly release updates that address security vulnerabilities, introduce new features, enhance stability, and improve compatibility with evolving web standards. If you don't update your browser, it becomes outdated over time, leading to potential security risks and compatibility issues

Browser cache

A browser cache is a place where your browser stores images, fonts, and technical-sounding things like CSS, HTML, and JavaScript to save bandwidth. Without this feature, your browser would be much slower because every site you opened would require the re-downloading of many files. For example, if you visit a different page on the same website, your browser could re-download the same logo for each page. Instead, your browser stores the logo, and all sorts of other things, on your computer—in the cache.

Every once in a while, a site will stop working, and clearing the cache will fix it. This is because there is sometimes a difference between the version of a website that is stored on your computer and the version that you're loading from the web. This conflict can lead to weird glitches, and clearing your cache can help when nothing else seems to.

In the case of Fidelity Investments, if you are having trouble logging in, there are three possible reasons your username may not be in the list of saved usernames:

• You are logging in from a different computer. If you log in from a different computer, you need to check "Remember me" to save your username.
• More than seven Fidelity usernames have been saved on the computer you are using. Up to seven usernames may be stored on any computer. If customers attempt to save more than seven Fidelity usernames on a computer, only the seven most recently logged-in usernames will appear in the dropdown list.
• Your "cookies" were deleted. Your username is saved in a file called a "cookie." When cookies are deleted from your computer, your username will no longer appear in the list of saved usernames. Once deleted, you should close your browser and open a new browser to begin entering your username and password.

To clear your cache in Google Chrome, follow these steps:

• From the menu bar of a Google Chrome window, click More (⋮).
• Click More Tools, and select Clear Browsing Data.
• You'll be redirected to a pop-up window on Google Chrome's Settings page. Deselect Cookies and other site data (unless you want to clear your cookies), and then click Clear data.

Caps lock or number lock

Caps Lock is a toggle key on a computer keyboard that, when pressed, causes all letters typed to be in uppercase. For example, when Caps Lock is enabled, the typed letters appear "LIKE THIS". When disabled, they appear "like this". The Caps Lock key is usually located on the left edge of the keyboard, above the Shift key and below the Tab key, next to letter A.

To activate Caps Lock, press the key once. The indicator LED for Caps Lock should come on to show that it is enabled. To disable, turn off, or unlock the Caps Lock key, press the key again. The indicator LED for Caps Lock should turn off to show that it is disabled.

On smartphones and tablets, the Caps Lock function works differently. To type in all caps on a phone or tablet, double-tap the key that looks like an up arrow. If done properly, the arrow has an underline and remains active until tapped again.

On Google Chromebooks, the Caps Lock key is replaced with the Search Key. To turn Caps Lock on and off, press the Alt key and Search Key at the same time.

When logging in to your Fidelity account, ensure that Caps Lock is not activated when typing your password, as this will cause the wrong password to be entered.

Incorrect password entry method

If you are having trouble logging into your Fidelity account, it may be due to an incorrect password entry method. Here are some tips to help you correct this:

• If your computer is filling in your password automatically, try typing it manually instead.
• Ensure that the Caps Lock is turned off, as your User ID is case-sensitive.
• Make sure the Number Lock (Num Lock) is activated if you are using the numeric keypad.
• Try using the number row above the letters on your keyboard instead of the numeric keypad.
• Try pressing Return instead of clicking Continue (or vice versa).
• Test your password in another application, such as MS Word or Notepad, to ensure you are typing it correctly.

If you have forgotten your password or are still unable to log in, you can reset your password. To do so, click the "Reset your password" link on the login page and follow the instructions. You will need to provide your PSW ID and other information to validate your identity. Remember that you cannot change a one-time password using the reset password link.

Frequently asked questions