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Account recovery

Recover access to your Empower 401(k)

Expected time to regain access: 3-7 business days (HR involvement often needed) · Emergency phone: 1-855-756-4738 (former Empower); 1-800-345-2345 (former Prudential plans)

Important — workplace vs retail

Empower is workplace-only — they don't have a retail brokerage side. All accounts are former-employer 401(k) plans.

1. Password reset

Start at: https://participant.empower-retirement.com

  1. Go to participant.empower-retirement.com → 'Forgot username/password'
  2. Provide SSN + DOB + plan ID (from your most recent statement)
  3. Security questions required — if forgotten, call 1-855-756-4738
  4. Legacy Prudential/MassMutual accounts: use Empower's login; the merger preserved your credentials but the URL is different

2. 2FA lost / phone deactivated

  1. Call 1-855-756-4738 — most Empower 2FA resets require HR's plan-sponsor confirmation
  2. Plan-sponsor (your former HR) may need to email Empower confirming you're the participant
  3. Allow 3-5 business days for HR + Empower turnaround

3. Email of record is your old work email

  1. Update email via participant portal once logged in
  2. If your work email is dead and you can't log in: phone-based reset, mailed temporary credentials (5-7 days)

Already in?

Get your full rollover plan — $49

Now that you can see your balance, the next step is the rollover itself. nesthelm generates a custodian-specific plan with call script, transfer steps, and tax modeling. 30-day refund.

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Procedures verified against Empower documentation as of May 2026. Custodian processes change — confirm with their support team when you call.