Need to reach Empower about your workplace retirement plan? Good — you’re not the only one who gets stuck staring at a login screen while the bill collector texts. This guide gives you the exact phone numbers to try, what to expect when you call, and smart ways to get answers without a long hold. I’ll keep it practical and anonymous, like a friend who’s done this more than once. 😊
Key phone numbers
Below are the main numbers participants and loan customers commonly use. These are the lines most people call when they need help with accounts, loans, withdrawals, rollovers, or technical problems.
| Reason | Phone number |
|---|---|
| Participant services (general account help) | 855-756-4738 |
| Participant customer service (alternate lines) | 800-338-4015 |
| New York plan participants (dedicated line) | 877-456-4015 |
| Employer/Plan sponsor contacts (corporate plans & asset tiers) | 877-694-4015 or 855-739-7154 |
| Government, healthcare, education, and faith plans | 800-695-4952 |
| Hearing impaired / TTY | 800-482-5472 |
| Empower Loan (consumer loan line) | 1-800-367-6937 |
Best times to call and what to expect
Want answers quicker? Timing matters. The participant service lines typically operate on mountain time and are busiest mid-morning and late afternoon. If you can, call early in the morning when the line opens. Weekdays are the norm for full support; some participant lines offer Saturday hours but expect limited staffing.
When you call you’ll go through automated routing. Pick the option for participant services, then have your details ready. Hold times vary. If you get music, breathe — it’s normal. If hold time looks long, try a different line (the alternate customer service number) or switch to secure messaging after you hang up.
What to have ready before you call
- Last four digits of your Social Security number or other identifier.
- Your date of birth and full name as it appears on the account.
- Your employer or plan name — this tells the rep which plan to access.
- If it’s about a loan: current loan ID (if any) and the reason you’re calling.
If you need a loan
Thinking about borrowing from your 401(k)? A plan loan can be fast to set up, but it’s not free. You borrow from your own balance and pay interest back to your account — that sounds logical, but it can slow your progress to financial independence. If you go this route, you can call the dedicated loan number listed above or start the process in your account portal.
Important: if you leave your job while you have a loan, the remaining balance may need to be repaid quickly or be treated as a taxable distribution. That’s a big deal. Always ask the rep exactly what happens if you change jobs before you sign anything.
Alternatives to waiting on hold
Calling works, but sometimes other channels are faster:
- Log in to your account and use secure messaging — it routes to the right team and creates a record.
- Use live chat if available for simple questions like balances or form requests.
- Schedule a phone or virtual appointment with a representative if your issue is complex.
How reps authenticate you
For security, reps will ask for identifying facts. They might ask the last four of your Social Security number, your date of birth, mailing address, or employer name. Never say full account numbers or passwords aloud unless the channel is the secure phone line and you initiated the call.
Real cases — quick stories
Case 1: Emergency car repair. A reader called for a short-term loan. The rep walked them through the loan option and the repayment schedule. They took the loan but shortened it to avoid long-term drag on their retirement savings.
Case 2: Rollover confusion. Someone had an old employer plan and wanted to roll it into their IRA. The rep helped identify the plan, verified beneficiary info, and emailed the necessary distribution paperwork. It took two calls and a secure message, and then the rollover completed in a few weeks.
Checklist after the call
Always ask the rep to summarize what they’ve done. Ask for a confirmation number or a secure message reference. Log the date, the rep’s name, and the time — small details that matter if something goes sideways later. If you receive forms, check that all fields are correct before signing.
Quick tips to speed things up
Short checklist: call early, have identifiers ready, use secure messaging for records, and ask for confirmations. If your issue is time-sensitive (loan, distribution, or processing before a job change), say so at the start — reps can prioritize urgent requests.
Frequently asked questions
What is the Empower retirement participant phone number
The primary participant services phone number is 855-756-4738. Use it for general account questions, balances, distributions, and technical help.
What is the Empower retirement loan phone number
Empower Loan customers commonly use 1-800-367-6937 for loan-specific questions, application status, and customer support related to consumer loans under the Empower Loan service.
How do I reach a live person at Empower
Dial the participant services number and choose the option for customer service. If the automated menu is unclear, select the option that most closely matches “participant services” or “account help” and follow the prompts until you reach a representative.
When are the participant phone lines open
Participant lines normally operate on mountain time during business days. Hours can include early morning through the evening on weekdays, with limited Saturday hours on some lines. For best results call early in the morning.
Is there a number for hearing impaired customers
Yes, there is a dedicated TTY/TTY-friendly number. If you need special accommodations, ask for the TTY option when you call the main line.
Can I request a 401(k) loan by phone
Yes. You can start a loan request over the phone or through your online account. The rep will explain eligibility, limits, and repayment terms.
What information will I need to verify my identity
Common verification items are the last four digits of your Social Security number, date of birth, and your employer or plan name. Keep that info handy to shorten hold time.
How long do phone requests take to process
Simple requests (balance checks, password resets) can be immediate. More complex actions like loans or distributions may take several business days and sometimes require signed forms.
What happens to my loan if I quit my job
If you leave your employer, the outstanding loan balance can become due quickly and may be treated as a distribution if not repaid. That can trigger taxes and penalties depending on your situation.
Can I start a rollover by calling participant services
Yes. Reps can explain the rollover process and send forms. However, you may be asked to complete paperwork online or by mail to finalize the rollover.
What if the hold time is very long
Try calling the alternate customer service number, use secure messaging, or try early morning or early afternoon calls. Live chat or scheduled virtual appointments can also avoid long holds.
Can a rep help with beneficiary updates
Yes. Representatives can guide you through updating beneficiaries, but some changes may require you to complete a form in your account or provide a signature.
Are there different numbers for plan sponsors and employers
Yes. There are dedicated lines for plan sponsors and different asset tiers. If you’re an employer representative, ask to be routed to the sponsor services desk.
How do I find my plan name on the call
Your employer’s HR department can tell you the exact plan name. Having that name ready speeds up the rep’s ability to find your account.
Can I get tax forms over the phone
Reps can tell you how to access tax forms. Often the fastest option is to download them from your account portal once you’re logged in.
What should I do before changing my contribution rate
Decide what you want your new percentage or dollar amount to be, confirm with your budget, and then make the change online or ask the rep to guide you through it.
How do I report account fraud or suspicious activity
If you see unexpected transactions or suspect fraud, call participant services immediately, and ask to speak with security or fraud prevention. Follow up with secure messaging and monitor your account closely.
Can I get help with investment choices over the phone
Reps can explain basic investment lineup options but cannot give personalized investment advice unless you’re speaking with a qualified advisor. Ask for educational resources or how to connect with a financial professional if you want tailored guidance.
Is online chat effective for resolving issues
Yes for many routine questions. Chat can be faster for password resets, form requests, and balance questions. For sensitive topics, phone or secure messaging may be better.
How do I change my mailing address
Update your address in your online profile or call participant services and ask the rep to update it. They may require proof if your change is significant.
Can I get a payoff amount for a loan over the phone
Yes. Reps can provide a current payoff and explain how repayment is applied. Ask for a written confirmation if you plan to pay it off in full.
What if my employer provides a different contact
Some employers use a delegated recordkeeper with different contact details. If that’s the case, your HR or payroll department should give you the correct phone number to use.
How do I escalate an unresolved issue
Ask the rep for an escalation or a supervisor. Keep detailed notes and reference numbers for each interaction; that makes escalation smoother.
Are there fees for distributions or loans
Some plan actions may have administrative fees. Ask the rep about any fees before you finalize a loan or distribution to avoid surprises.
How long should I expect for a formal request to complete
Processing timelines vary. Simple requests can be completed in a few days. Complex or paper-based requests may take several weeks. Always ask the rep for an estimated timeline and a reference number.