PERF ONLINE FAQ
Q: How do I get access to my online account?
A: You will need to register for your online account. The registration process will guide you step by step. First, you will be asked to enter information that will confirm your identity in the PERF system. Then, you will enter your Username, which will be your email address. Finally, you will be asked to select and answer the security question of your choice. Once you have taken these registration steps, you will then receive a Personal Identification Number (PIN) in the mail at the address we have on file for you. The PIN mailer will instruct you on the login procedure, and then you will have access to your online account.
Q: When I applied for a PIN, I received an error message telling me my application submission has failed. What do I do now?
A: Your zip code, first name, last name, social security number and date of birth must be entered exactly as they are in the PERF system. If you moved to a different zip code or changed names without informing PERF, the system will not recognize you. Try using a former name and/or former zip code. Once you gain access to PERF Online, you will be able to update all changed information immediately. If you need to update or correct the name, SSN, or date of birth that PERF has on record, contact us at firstname.lastname@example.org or call (888) 526-1687.
Q: I am new on the job and I cannot find my information. What should I do?
A: If you are a new hire in your PERF covered job, please allow 45 days from the start date of your employment before attempting to register. If you are transferring jobs with the same employer, there should be no time restrictions.
Q: The system will not recognize the names and/or addresses I enter. What should I do?
A: If you have already registered under your current employer and are having problems logging back into the system, contact us at email@example.com or (888) 526-1687. If necessary, you may submit a written Request for Change of Name and/or Address form to PERF with the information as you want it to appear. This written request must be signed by you. Once your current information is on file, you may then use it to register for PERF Online.
Personal Identification Number (PIN):
Q: Why do I need a PIN and a security question? Aren't my Username and PIN enough?
A: A PIN system is required in order to provide PERF customers with the highest level of security. A PIN system, along with your Username and security question (and answer), helps ensure that you - the person logging in - are the PERF member who has the right to view and make changes to your financial account.
The initial PIN is sent by mail to the address on file at PERF to help ensure the person who logs in with it is the person who registered for the account. After you log in to the system, PERF requires you to answer your security question and change your PIN to help make sure that anyone who discovers your PIN mailer cannot access your account.
Q: I lost the PIN you sent me in the mail. How do I get a new PIN?
A: You must reapply for a new PIN, and there are two ways to do this. You can re-register and have a new PIN mailed to the postal address on record for you, or you can call PERF at (888) 526-1687, and after your identity is established, you may ask for a new PIN. You should receive the PIN mailer in about eight business days.
Q: I think I may have registered for a PIN twice. Will I get two PINs in the mail?
A: Yes. If you have already registered for a PIN and then re-registered, you will receive another PIN by mail. Please use the last PIN received in the mail to access your account, as the earlier PIN will not work.
Q: I am receiving the error "You have entered an invalid Username or PIN". Well, which one is it?
A: For security reasons, we are not allowed to tell you which entry, Username or PIN, is invalid. If you have forgotten your PIN, please click the "Forgot PIN?" link, and a new PIN will be emailed to you right away. If the new PIN does not solve the problem and you still cannot log in to the system, contact us at firstname.lastname@example.org, or call (888) 526-1687.
Q: My account is temporarily unavailable. What should I do?
A: Please wait 24 hours before you attempt another login. If you are still unable to log in more than 24 hours later, contact us at email@example.com, or call (888) 526-1687.
Username and PIN:
Q: What is my Username?
A: Your Username will always be the email address you provided during registration.
Q: How do I create a PIN?
A: You may choose whatever PIN you like, but it must be a minimum of eight characters in length and cannot contain all lower-case or all upper-case letters. You may use all lower-case or upper-case letters if the PIN contains at least one number, for a total of at least eight characters.
Examples of acceptable and not acceptable PINs:
• Acceptable: Baseball
• Not Acceptable : baseball
• Not Acceptable : BASEBALL
• Acceptable: baseball9
Q: I don't like the PIN I created. Can I change it?
A: Yes, you can. Go to the PERF Member Login page and select "Change PIN". You must enter your old PIN first, and then create a new PIN. Your PIN must be a minimum of eight characters in length and cannot contain all upper- and lower-case letters. Please refer to the additional rules in the previous question.
Q: I previously registered and logged in, but now I cannot remember my PIN. What should I do?
A: You may request a new PIN be sent to your email address by going to the PERF Member Login page and clicking on the "Forgot PIN?" link. Your new PIN will be sent right away by email, so you may log in as soon as you get it. If you prefer a PIN that you can remember, you may click the "Change PIN" link and follow the instructions.
PERF Online Services
Q: When do my changes become effective?
A: Your address, beneficiary, and beneficiary address changes become effective immediately. Investment option changes will apply to the quarter following the date you make the changes online, as long as those changes are made at least 30 days prior to the beginning of the quarter. For example, a change made on May 31 would affect investment interest and earnings for the quarter starting on July 1. A change made on June 1 would not affect investment interest and earnings until the quarter starting on Oct. 1.
Q: Can I use PERF Online anytime?
A. Yes, PERF Online is available 24 hours a day, every day of the year. You may use the features anytime, and information added or changed will be saved to your individual file at PERF.