Need Help?

This page provides answers to commonly asked questions about logging in and registering for online account access.

Logging In

Q:
I’m having trouble logging in with my User ID and password. Why?
A:
When you log in, you must enter your User ID and password exactly as we have them on record for you. The User ID is not case-sensitive, but the password is. If you’re having trouble, make sure you’re typing the User ID and password correctly.
Q:
I tried logging in a number of times and now I’m locked out. What can I do?
A:
When you log in, you have five chances to enter the correct User ID and password. If you’re unsuccessful, you’re locked out of the application for 15 minutes. After 15 minutes, you can try again. If you ’re still having trouble, you can call us at 360-664-7000 (Olympia area) or 1-800-547-6657 (toll-free) to ask someone for help.
Q:
I forgot my User ID. What should I do?
A:
If you forgot your User ID, click, “Forgot User ID?” on the registration page and fill in the requested information. Or call us at (360) 664-7000 (Olympia area), or toll-free at 1-800-547-6657.
Q:
I forgot my password. What should I do?
A:
Click “Forgot Password?” on the registration page and fill in the requested information. Or call us at (360) 664-7000 (Olympia area), or toll-free at 1-800-547-6657.
Q:
I don't have a user ID and password. How do I get them?
A:
For online access click the “Register Now” button where you’ll be guided through the registration process. It only takes a few minutes to complete the process to obtain a user ID and password.

Registering -- Step One

Q:
What’s an access agreement?
A:
An access agreement describes your responsibilities as a user and explains what you can and cannot do with the services. It’s commonly used on websites that provide access to personal account information. The agreement protects you as the user and us as the provider from misuse of the services. You must accept the agreement before you can register.

Registering -- Step Two

Q:
What name should I use when I register?
A:
The first and last name you enter must match the name we have on our records. If you’re currently employed, this is your name as printed on the annual statement you receive from us. If you‘re retired, this is your name as printed on your retirement check or your benefit statement. If you recently changed your name, you may want to try both your new name and your old name.
Q:
Why do I need to provide the last four digits of my Social Security number?
A:
Your Social Security number (SSN) is a unique identifier that we use to locate your individual account record. To help maintain the privacy of this number, we only ask for the last four digits when you register. We do not disclose your SSN to any other party unless required to do so by law.
Q:
What if I recently moved and have a new address?
A:
The only part of your address we need is your US Zip Code or your foreign postal code if you live outside the United States. If you recently moved, you may want to try your new zip/postal code and your old zip/postal code. If you live in a foreign country that doesn’t have a postal code, you don’t need to enter anything in that field. However, it must match the address information held by us.
Q:
I entered all the required data, but I received an error. What should I do?
A:
One or more of the required fields didn’t match our records. Check the information you entered to make sure you typed everything correctly. You have up to five tries to match the information. If you’re still having problems, please contact us at 360-664-7000 (Olympia area) or 1-800-547-6657 (toll-free) to ask for help or see Other Questions below to determine if you meet a scenario where you are unable to register.

Registering -- Step Three

Q:
What can I use for my User ID?
A:
The User ID can be any combination of letters or numbers. It must be at least six characters and not more than 20 characters in length. It cannot contain spaces or special characters and it’s not case sensitive. If you choose a User ID that someone else is already using, you’ll be alerted and will need to choose another one.
Q:
I have a user ID that I use for other applications. Can I use the same user ID?
A:
You can as long as someone else doesn't already have that user ID assigned to them for this application. If it is already assigned, you must select a different one.
Q:
Why do you need my email address?
A:
We only use your email address to send confirmation of changes you make. We won’t send you unwanted email or provide your email address to anyone else.

Registering -- Step Four

Q:
Can I change the registration information I entered?
A:
You can change the information you entered any time before you complete the registration process. To go to a previous step, use the navigation links in the upper right-hand corner of the screen.
Q:
What if I decide not to complete the registration?
A:
You can exit the registration process at any time by clicking the Cancel button. The information you entered will be deleted.

Passwords

Q:
What can I use for a password?
A:
The password must be at least 10 characters and not more than 30 characters in length, with no spaces. It must contain at least one special character – such as ~ ! @ # $ % ^ or * – and it must include at least one of the following combinations – an upper case letter and a lower case letter, an upper case letter and a number, or a lower case letter and a number. The following are examples of valid passwords: testing@4pm – Harvest$moon – LOGJAM#123.
Q:
Why do you have specific requirements for what I can use as a password?
A:
Password requirements are established by the Washington State Department of Information Services for all online services provided by state government agencies. The goal is to allow customers to use the same User ID and password to access all their DRS-Administered accounts. The requirements also comply with the Information Services Board standards.
Q:
Does my password expire or is it good forever?
A:
Your password is only valid for 24 months. When it expires and you try to log in, you will receive notification to change it.

Other Questions

Q:
Can I change my login information once I’ve registered?
A:
You can change your User ID, email address or password by using the links on your My Account page. You can still use the same user ID you originally established if your name or address changes (please remember to notify us of these changes).
Q:
The screen display doesn’t look right. Why is that?
A:
The application was designed for optimal display with a computer monitor resolution of 800 x 600 and with the text size set to medium (for Internet Explorer). If information doesn’t line up correctly or is hard to read, you may want to adjust your monitor setting or the text size in your browser.
Q:
I registered for access but now I don't want it anymore. Can I shut it off?
A:
You can shut off your access by calling 360-664-7000 (Olympia area) or 1-800-547-6657 (toll-free). If you change your mind later, you need to call us to reactivate access to your account.
Q:
As a beneficiary can I register for account access?
A:
If you're currently receiving a survivor benefit, you can register for online account access. If you're a beneficiary not receiving a survivor benefit, you cannot register for online account access.
Q:
As a legal order payee can I register for account access?
A:
No. You can only register for online account access if you are a Legal Order Split Payee.
Q:
How can I access my Deferred Compensation Program (DCP) and/or Plan 3 defined contribution account if I cannot register for online account access?
A:
You can access your account(s) here: