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Take a moment to review the general troubleshooting checklist below. If you are receiving a specific error message, click here.

Troubleshooting checklist:

1.Check your browser version. We currently support Microsoft Internet Explorer version 3.02 and higher. To upgrade Internet Explorer, click here to go to Microsoft's web site. We currently support Netscape Navigator version 3.02 and higher. To upgrade Netscape Navigator, click here to go to Netscape's web site.

2.Using America Online? Upgrade your America Online software to the most current version available.

Possible Errors

The following is a list of several errors that have been reported to our Customer Service Center, along with their explanations and solutions. If you are receiving an error that is not listed, and the troubleshooting checklist above did not resolve your issue, contact our Customer Service Center (see the Contact Us page) .

"A Security Certificate has been issued or signed by an unknown issuer / authority"

"Unable to process your request at this time. Please try again later."

"Your account is currently unavailable."

"Your accounts are currently unavailable."

"Login failed. Your User ID or PIN may be incorrect."

"Plan information is unavailable at this time. Please try again later."

"There has been a PIN error. Please contact the Customer Service Center."

"Undefined error"

"Your role authorization is incomplete. Please call our Service Center (see the Contact Us page)."

"Participant information not yet available."

"Forgot PIN, do not have Challenge Question and Answer created."

A Security Certificate has been issued or signed by an unknown issuer / authority
This error is the result of a problem with security certificates in certain versions of Microsoft Internet Explorer, including versions that have been distributed with America Online software. Upgrade to the most recent version available.

Unable to process your request at this time. Please try again later
This error occurs when we are experiencing technical difficulties with our web site. Please try your request again later. If the problem persists, please contact our Customer Service Center (see the Contact Us page).

Your account is currently unavailable
This error occurs for one of two reasons. Either we are having difficulty retrieving your account information or we are performing maintenance on your account. Please contact our Customer Service Center (see the Contact Us page).

Your accounts are currently unavailable.
This error occurs for one of two reasons. Either we are having difficulty retrieving your account information or we are performing maintenance on your accounts. Please contact our Customer Service Center (see the Contact Us page).

Login failed. Your User ID or PIN may be incorrect.
This error occurs when you enter an incorrect User ID or PIN. Please try to log in again.

Plan information is unavailable at this time. Please try again later.
This error indicates access to your plan is currently unavailable. This could indicate that maintenance activities are taking place on the plan. We also may be experiencing technical difficulties with our web site. If this error persists, and you believe that the plan has access, please contact the Customer Service Center (see the Contact Us page) .

There has been a PIN error. Please contact the Customer Service Center.
MassMutual is programmed to "lock" an account if three attempts to enter the site failed because of an incorrect PIN. If you receive this message, you will need to call our Customer Service Center and provide information about your account so that your access can be re-activated. Contact the Customer Service Center(see the Contact Us page) .

Undefined error
Errors of this type occur when your browser has been set to not accept 'cookies'. You must enable cookies to gain access to MassMutual. (A note on cookies) We recognize that some users are wary of cookies due to negative press surrounding their use; rest assured that MassMutual will never write cookie files to your computer's hard disk. We use only cookies that are held temporarily by your browser for the duration of your session. When you close your browser software, the cookie is permanently destroyed.

Your role authorization is incomplete.
This error occurs when we are experiencing a system error with your account. Please contact our Customer Service Center (see the Contact Us page).

Participant information not yet available.
This error occurs when you are a new participant and we are still installing your information on our internet site. Please try your request again later. If the problem persists, please contact our Customer Service Center (see the Contact Us page).

Forgot PIN, do not have Challenge Question and Answer created.
This occurs if you select the ¬?Forgot your PIN¬? link, but have not created a challenge question and answer. In order to login to the site, you will need to contact our Customer Service Center (see the Contact Us page) to request a temporary PIN.