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Account recovery

Recover access to your Fidelity 401(k)

Expected time to regain access: 1-2 days (online reset) to 7-10 days (mail-based verification) · Emergency phone: 1-800-343-3548 (24/7)

Important — workplace vs retail

Workplace 401(k) accounts use a different portal (nb.fidelity.com, 1-800-835-5097). Retail brokerage uses fidelity.com (1-800-343-3548). Reset paths are separate — confirm which one your 401(k) lives on by checking your most recent statement.

1. Password reset

Start at: https://www.fidelity.com/customer-service/forgot-username-password

  1. Go to fidelity.com → click 'Log In' → 'Forgot username/password'
  2. Enter SSN + date of birth + the last 4 digits of any registered account
  3. If you can't remember the account number: phone-only recovery (call 1-800-343-3548)
  4. Reset email is sent to email of record (which may be your old work email — see steps below)

2. 2FA lost / phone deactivated

  1. If 2FA is tied to a phone you no longer have, call 1-800-343-3548 immediately
  2. You'll be asked SSN + DOB + recent transaction details
  3. Fidelity can disable 2FA temporarily after voice-print or knowledge-based verification
  4. Workplace plans: 2FA reset may require HR's plan-sponsor confirmation — adds 3-5 days

3. Email of record is your old work email

  1. If your email of record is your old work email (deactivated): call 1-800-343-3548
  2. Mail-based verification only — they'll send a letter with a verification code (3-5 business days)
  3. Once received, log in and update email under 'Profile & Settings'

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 Fidelity documentation as of May 2026. Custodian processes change — confirm with their support team when you call.