If you need quick help with a 401(k), rollover, or account access, calling Empower Retirement is often the fastest route — when you know which number to dial and what to say. This guide walks you through the right phone numbers, service hours, what to prepare, alternatives to calling, and a long FAQ so you can get answers fast. I’ll keep it short, human, and useful. Let’s go. 📞
Which Empower Retirement phone number should you use?
Empower Retirement uses different phone numbers depending on the type of plan and the service you need. The main workplace-support number listed for employers and plan sponsors is useful for plan-level questions. Participant support numbers are split by plan type and sometimes by state. Service hours also vary by line.
Below I’ve collected the commonly used numbers and hours so you can pick the right one and call with confidence. These are the numbers Empower provides for workplace and participant support. ([empower.com](https://www.empower.com/contact?utm_source=openai))
| Who you are | Phone number | Service hours |
|---|---|---|
| Workplace customers (employers / sponsors) | 855-756-4738 | Varies |
| Corporate 401(k) participants (most plans) | 800-338-4015 | Mon–Fri, 7:00 a.m.–6:00 p.m. Mountain time |
| Corporate 401(k) participants — New York plans | 877-456-4015 | Mon–Fri, 7:00 a.m.–6:00 p.m. Mountain time |
| Government / healthcare / education / faith plan participants | 800-701-8255 | Mon–Fri, 7:00 a.m.–6:00 p.m. Mountain time |
| Government, healthcare, education plans — New York | 800-688-4952 | Mon–Fri, 7:00 a.m.–6:00 p.m. Mountain time |
| TTY for hearing impaired (corporate) | 800-482-5472 | Mon–Fri, 7:00 a.m.–6:00 p.m. Mountain time |
| Empower digital consumer support (Empower.me) | 888-943-8967 | Mon–Fri, 8:00 a.m.–6:00 p.m. Eastern time |
These lines and hours are published on Empower’s official contact and participant pages — the numbers you actually dial depend on the type of plan you’re in. If your statement shows a different number, use the number on your statement first. ([empower.com](https://www.empower.com/contact?utm_source=openai))
What to have ready before you call
Calling blind is frustrating. Have this ready to speed things up:
- Your Social Security number or the account ID shown on your statement
- Your date of birth and the last four of your SSN
- The plan name and plan ID (from your statement)
- A list of specific questions — topping the list with the most important one
Bring that info and you’ll get through identity checks faster and reach the right agent. Don’t read long life stories — be precise. Agents can’t give tax or legal advice, but they can help with account access, balances, distributions, and rollovers. ([participant.empower-retirement.com](https://participant.empower-retirement.com/wrContactUs.do?accu=GwrsWR&contentUrl=systemMenu.contactUs&specificBundle=systemMenuWR&utm_source=openai))
Sample script — what to say when someone answers
Short and specific works best. Try this: “Hi — I’m calling about my company 401(k). My name is [Your Name], DOB [mm/dd/yyyy], last four SSN [1234]. My plan is [Plan Name]. I need help with [login / distribution / rollover].” That gets you to the right place fast. If you want, ask for a reference number at the end of the call so you can follow up.
Alternatives to calling
If hold times are long, try these faster options in this order:
- Log in to your Empower account — many tasks (transfers, rollovers, address updates) can be done online.
- Use the in-app chat or consumer email support for Empower’s digital platform if available — often faster for simple issues. ([support.empower.me](https://support.empower.me/hc/en-us/articles/360038509733-How-do-I-contact-Empower-Support?utm_source=openai))
- Schedule a phone or virtual appointment with a plan representative if your plan offers one.
Rollover and distribution calls — what’s different
When you’re calling about a rollover or distribution, expect extra verification and specific paperwork. Ask the agent what forms are needed, whether they will send a check or a direct trustee-to-trustee transfer, and whether taxes will be withheld. If you’re moving funds to an IRA, write down the exact transfer instructions the agent gives you, and confirm whether any tax reporting will be handled by Empower. Agents can help with the mechanics but not tax planning. ([participant.empower-retirement.com](https://participant.empower-retirement.com/wrContactUs.do?accu=GwrsWR&contentUrl=systemMenu.contactUs&specificBundle=systemMenuWR&utm_source=openai))
Common problems and quick fixes
Locked out? Use the “forgot username/password” flow on your Empower sign-in page and have your statement handy. Missing contributions? First check your employer’s payroll; then call Empower with payroll dates and amounts. Suspect fraud? Ask to escalate and request a written confirmation of the conversation.
Tips to avoid long hold times
Call right when the line opens (Mountain time hours for participant lines are listed above). Avoid lunch hours and Mondays when possible. Use online chat for simple issues — it’s often faster than the phone. If you must wait, ask for a callback if offered.
Fraud red flags — what to watch for
Empower will never ask you to send money to a third party or demand immediate payment to release funds. If an unsolicited message asks for your full username and password via email or text, treat it as suspicious. When in doubt, hang up and call the published Empower number for your plan type. If you suspect a scam, ask the agent how Empower handles fraud and request next steps in writing.
Short case: How a quick call fixed a late rollover
A friend mailed a rollover check to an IRA custodian but used the wrong account number. We called Empower, confirmed the check status, and the agent placed a stop and reissued the transfer to the right account. Two weeks later the money was where it belonged. Small paperwork mistakes happen — the right number and a clear script save time.
Final checklist before you dial
Do these three things and you’ll save time: have your ID and plan info ready, pick the correct participant line above, and open the account login page for reference. If the number on your plan statement differs from the list above, use your statement’s number first. ([participant.empower-retirement.com](https://participant.empower-retirement.com/wrContactUs.do?accu=GwrsWR&contentUrl=systemMenu.contactUs&specificBundle=systemMenuWR&utm_source=openai))
Frequently asked questions
How do I find the correct Empower Retirement phone number for my plan
Check the phone number printed on your plan statement first. If you don’t have a statement, use the participant numbers for your plan type listed earlier in this article.
What are Empower’s phone hours for participants
Participant service hours are typically Monday through Friday, 7:00 a.m. to 6:00 p.m. Mountain time for phone lines. Some digital support hours differ. If timing matters, call right when the line opens. ([plan.empower-retirement.com](https://plan.empower-retirement.com/static/PlanEmpower/html/preLoginContactUs.html?utm_source=openai))
Is there a TTY option for hearing-impaired callers
Yes. Empower lists TTY contact numbers for hearing-impaired participants on participant contact pages. Use the TTY number that matches your plan type. ([plan.empower-retirement.com](https://plan.empower-retirement.com/static/PlanEmpower/html/preLoginContactUs.html?utm_source=openai))
Can Empower give tax or investment advice over the phone
No. Empower representatives can explain account mechanics and provide paperwork guidance, but they do not provide tax or legal advice. For tax advice, consult a tax professional.
What number do I call about a 401(k) loan
Call the participant number for corporate 401(k) plans shown above and ask to speak to the loans team. Have your plan ID and loan details ready.
How do I report suspected fraud or identity theft
Hang up any suspicious call and call the published Empower phone number for your plan type. Ask to escalate and request written confirmation of the fraud report. Follow up with your employer if the issue involves payroll contributions.
Can I request a callback instead of waiting on hold
Many Empower lines offer a callback feature when wait times are long; ask the agent for it or follow prompts if offered in the IVR system.
What if the number on my statement is different than the one listed here
Always use the number on your plan statement first — that line is specific to your plan and may route faster to the right team.
How long does a rollover take once initiated
Rollover timing varies by destination and whether it’s a check or a direct transfer. Ask the agent for expected timing and get a reference number for the request.
Does Empower allow trustee-to-trustee transfers
Yes. Empower supports trustee-to-trustee transfers for rollovers. Confirm the receiving custodian’s instructions and request the specific transfer form or steps from the agent.
My employer changed recordkeepers — how does that affect my number
If your employer moved plans or changed recordkeepers, the phone number and login may change. Your employer or plan administrator should notify participants; if not, check your statement for the updated contact information.
What is the Empower digital support (Empower.me) phone number
Empower’s digital consumer support uses a separate number and online help channels. If you use Empower’s consumer platform, use the digital support line or in-app chat for faster answers. ([support.empower.me](https://support.empower.me/hc/en-us/articles/360038509733-How-do-I-contact-Empower-Support?utm_source=openai))
Can I update my address or beneficiaries by phone
Some updates are possible by phone after verification; others may require signed forms. Ask the agent which method applies to your request.
What should I do if I can’t log in to my online account
Use the “forgot password” or account recovery flow on the sign-in page first. If that fails, call the participant support number and be ready to verify your identity.
How do I get a copy of my plan statement
You can download statements from your online account, request paper statements via your account communication preferences, or ask a representative to mail a copy to your address on file.
Does Empower handle IRAs as well as workplace plans
Yes, Empower services workplace retirement plans and certain IRA products. Contact the line appropriate to your account type for IRA-specific help.
What ID will the rep ask for to verify my account over the phone
Expect to provide your name, date of birth, Social Security number or last four digits, and plan ID or account number. Exact requirements vary by call and plan security rules.
How do I confirm my call is secure
Ask for a reference number and request a follow-up confirmation by mail or secure message when needed. Never share full passwords over the phone.
Can Empower help me with required minimum distributions (RMDs)
Yes. Representatives can explain RMD procedures and help set up distributions, but for tax guidance consult a tax advisor.
What if I need help after hours
After-hours options are usually limited to online account access and automated systems. For urgent problems the next business day is often required.
Are there plan-specific representatives I can schedule a meeting with
Many plans offer dedicated representatives or allow scheduling of virtual appointments. Ask your plan’s participant services about booking a session.
My call was unsatisfactory — how do I escalate
Ask the agent for a supervisor and request a written escalation or reference number. If the issue is unresolved, involve your plan sponsor or HR representative to help escalate with Empower.
How do I change contribution amounts or investments
You can usually change contributions via payroll at your employer and change investments through your online account or by calling participant services for guidance on available options in your plan.
Can I combine multiple plans into one account at Empower
Plan consolidation depends on plan rules and whether your employer’s plan allows incoming rollovers. Speak to the agent to confirm options and paperwork required.
How do I get written confirmation of instructions given on the phone
Request email confirmation or a mailed letter at the end of the call. Ask for a reference number to track the request.