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Account recovery

Recover access to your Voya 401(k)

Expected time to regain access: 3-7 business days · Emergency phone: 1-800-584-6001

Important — workplace vs retail

Voya is workplace-only.

1. Password reset

Start at: https://my.voya.com

  1. Go to my.voya.com → 'Forgot username/password'
  2. SSN + DOB + plan ID required
  3. Legacy ING US accounts: same credentials work at Voya URL
  4. If reset email fails (old work email): call 1-800-584-6001

2. 2FA lost / phone deactivated

  1. Voya 2FA reset: 1-800-584-6001 — phone-based identity verification
  2. Plan-sponsor confirmation may be required (3-5 business days)

3. Email of record is your old work email

  1. Once logged in: 'Account settings' → 'Personal information'
  2. If locked out: phone-based reset, requires plan sponsor email verification

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