Frequently asked questions

Looking for product specific FAQs? Find them in the links below:

Name and Address Changes

How do I change my name or address?

Start an address or name change in any of four ways:

Login and Registration Issues

How do I look up my username or reset my password?

Retrieve your forgotten username on the username validation page . To reset your password, enter your username on the login assistance page . If you've forgotten your password, select Forgot Password. You'll be asked to enter validating information on the next page. After we've verified your identity, you can reset your password and log in.


Why is my username and password combination not recognized?

This message indicates an incorrect username, incorrect password, incorrect username & password, or can indicate that expired session information was used in the URL to access the web site. If you need to reset or retrieve a username or password, see question 2 above. To prevent the session information issue, please type in our web address into your browser address bar, If you use a bookmark or favorites link to our site, please make sure this is the URL that is saved.


Why am I unable to retrieve my username?

The email address you entered may not match the email address entered at the time of registration. If you are not receiving an email back from us, we do not have the email address you’ve entered in our records. Please try a different email address, or if you no longer have access to the email address used, please Contact Us for assistance.


Why am I directed to the “Enter Username” page when I try to reset my password online?

This indicates there are no security questions currently active on the account, which prevents the use of the automated password reset process. Please Contact Us for assistance.


Why don’t I recognize my security image?

You select your security image the first time you successfully log in after registering, although you are provided the option to skip it. If the image you see is our default image (a gray background with a gear design), then either a security image has not yet been selected, OR the username entered is incorrect. If you are seeing a color image, you can Contact Us to verify if it is indeed the correct image or not. Please do not attempt to log in until you are confident that the image you are seeing is correct based on your scenario.


Why am I being prompted to answer a security question?

Lincoln seeks to protect the personal information you provide to us. That is why we have implemented commercially reasonable precautions, including, where appropriate password protection, encryption, SSL, firewalls, and internal restrictions on who may access data to protect the information we collect from loss, misuse, and unauthorized access, disclosure, alteration, and destruction. Please Contact Us and our Internet Tech Team can reset your questions so you can login and set up new ones.


Why do I receive a “Username and password combination is not recognized” error message when I try to log in?

This occurs when you’ve accessed the site via a URL that contained expired session information in the URL. Please access the front page of our web site by typing the address into your address bar, Please do not follow a bookmark link, browser history suggestion, email link, or search engine result. Once there, please attempt to login as normal.


Why do I receive a “Technical Error” message when resetting my password?

If you had attempted a password change and received the “Technical Error” message noted above, please use the MOST RECENT password you attempted to change to, regardless of receiving that error. If this still doesn’t work, you may need to Contact Us.


Why am I seeing the login error message: “System Error. Please retry your action. If you continue to get this error, please contact your Administrator” message when trying to log in?

Please clear the cookies & cache from your web browser (if you are unfamiliar with how to do this, please Contact Us), and restart your browser. Some browsers allow you to choose a timeframe to clear. If your browser allows this, make sure to choose the longest possible timeframe to clear (i.e., Everything, or “Since the beginning of time”). After the browser restart, you'll be able to login successfully.


What is the preferred browser to use when accessing Lincoln Financial websites?

Google Chrome