Accessing Your Account


Help Logging In
Possible Errors

Help Logging In


First-time Login
To access your retirement plan account, you must

  • Be enrolled in your employer's plan (if you are a plan participant), and
  • Have a user ID and Personal Identification Number (PIN).

Determine your role:


Role User Id PIN
Plan participant Social Security Number PIN identified in your Personal Identification Number Letter
Broker Social Security Number PIN identified in your Personal Identification Number Letter
Plan sponsor, TPA, broker firm employee, vendor, auditor, consultant Social Security Number, or MassMutual-assigned ID PIN requested on your security request form (if submitted) or provided by your MassMutual representative


Subsequent Login


To... Steps
Change your user ID or PIN at any time 1. Log in to your account.
2. Select My Profile.
3. Click on the User ID or PIN tab and follow the on-screen instructions.
Access your account if you forgot your PIN 1. Click “Forgot Your PIN?” on the Login screen.
2. Enter your User ID and press Submit.
3. Respond to the challenge phrase.
4. Press Submit
Reset a forgotten User ID or PIN Contact us at 1-800-528-9009, Monday through Friday from 8 am–8 pm ET, excluding holidays.




Possible Errors
The following is a list of common errors with explanations and solutions. If you receive an error that is not listed or are unable to resolve the issue, contact our Customer Service Center at 1-800-528-9009, Monday through Friday from 8 am–8 pm ET, excluding holidays.


Error Message Explanation
A Security Certificate has been issued or signed by an unknown issuer / authority. There is a problem with security certificate for your version of Microsoft Internet Explorer. Upgrade to the most recent version available.
Unable to process your request at this time. Please try again later. We are experiencing technical difficulties with our web site. Please try your request again later.
Your account is currently unavailable. Either we are having difficulty retrieving your account information or we are performing maintenance on your account.
Your accounts are currently unavailable. Either we are having difficulty retrieving your account information or we are performing maintenance on your account.
Login failed. Your User ID or PIN may be incorrect. You have entered an incorrect User ID or PIN. Please try to log in again.
Plan information is unavailable at this time. Please try again later. Access to your plan is currently unavailable due to maintenance activities or technical difficulties.
There has been a PIN error. Please contact the Customer Service Center. MassMutual Retirement Services is programmed to "lock" an account if three attempts to enter the site failed because of an incorrect PIN. If you receive this message, call our Customer Service Center to reset your PIN.
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 Retirement Services.

A note on cookies: We recognize that some users are wary of cookies due to negative press surrounding their use; rest assured that MassMutual Retirement Services 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. We are experiencing a system error with your account.
Participant information not yet available. We are still installing your new participant information on our internet site. Please try your request again later.
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. Contact our Customer Service Center to log in.