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 1. Help topics
 2. Help for individuals
 3. Help with online access to your personal account


HELP WITH ONLINE ACCESS TO YOUR PERSONAL ACCOUNT


HELP WITH ONLINE ACCESS TO YOUR PERSONAL ACCOUNT

 


HOW TO REGISTER, LOG IN, AND MANAGE YOUR USERNAME AND PASSWORD

How do I log in?

Click "Log In" at the top of any Principal.com page, enter your username and
password and click the “Log in” button.

If you haven’t yet registered to access your account information online, it’s no
problem. Simply click “Create an account”, choose “Individuals” as your role and
click “Create an individual account” button.  Then, simply follow the
instructions on the screen to create your personal login credentials.

What if I forgot my username or password?

Don’t worry; it happens! We can help you recover your username or reset your
password online.

If you forgot your username:

 * Go to the Forgot username page.
 * Choose “Individuals” as your role and click “Continue”.
 * Enter the email address you use to do business with us, and we'll send you an
   email with your username.

If you forgot your password:

 * Go to login page. 
 * Click the “Forgot password?” link under the Log in button.
 * Enter your username.
 * We'll provide you a verification code by text, voice call or an authenticator
   app. Which one we send it to depends on the option(s) you registered. 
 * After you've correctly entered your code, you'll be prompted to reset your
   password.
 * You can then use this new password to log in to your account online.

You can also call us at 800-986-3343 for assistance.

How do I register to access my account online?

Register online by following the steps below or download step-by-step
instructions (PDF).

 * Enter your first name, last name, date of birth, phone number (this is the
   quickest way to verify your identity, as we'll simply text you or call you
   with a unique verification code), and your ID number (this is either your
   Social Security Number or a number provided by your employer) or zip code.
 * Agree to do business electronically.
 * If the phone number you provided doesn't match our records, you'll need to
   verify your identity by answering a few questions administered by a trusted
   third-party (Principal® does not have access to the information shown in this
   step of the process).
 * Create a unique username, secure password, and provide an email address.
 * Select and answer 3 customer service security questions we'll use to verify
   your identity if you need to call us.
 * You'll get a confirmation email within a few minutes.
 * Once you get that email, you can log in and access your account online.

Note: The first time you log in, you’ll need to set-up 2-factor
authentication by choosing how you want to receive verification codes; text,
voice call and/or an authenticator app. We’ll ask for a verification code if you
log in from an unrecognized computer or phone, forget your password, or we
identify anything out of the ordinary. These codes help us confirm it’s really
you accessing your account – not someone pretending to be you. 

What is 2-factor authentication?

2-factor authentication is a security measure that helps prevent cybercriminals
from accessing your account – even if they have your password. Here’s how it
works: If you log in from an unrecognized computer or mobile phone, forget your
password, make important changes to your account, or if we identify anything out
of the ordinary, we’ll send you a unique verification code to confirm it’s
really you – not someone pretending to be you. You’ll then enter that unique
code, along with your username and password, to access your account.

What is voice call and how does it work?

Voice call is when we call you to provide a verification code. If you register
for voice call, you will be asked to provide a phone number. The number you
provide can be a mobile phone or landline phone.

Anytime we call the number you registered to provide you a verification code,
you will need to answer the phone to receive the code. If you don’t answer the
phone or don’t get to it soon enough, we will not leave the code on a voicemail.
If that happens, you will have to select the “call with another code” option on
the screen.

When you answer the phone, we will indicate that it is Principal calling with a
verification code. You will press #1 to indicate you are ready for the code. The
code will be said out loud three times. It will say the code the first time.
Then it will say "again" and then repeat the code. It will say "one last time"
and then repeat the code. After the third time, it will say "good-bye." 

How will Principal use and store my phone number?

If you choose to provide your phone number (mobile or landline) during the
authentication process, we will only use it for the purpose for which you have
given us consent. In this case, we only use it for security purposes. Please
review our security policies for additional information on the various methods
we use to protect customer and account information.

What is an authenticator app and how does it work?

An authenticator app is a third-party app that you can download and install on
your mobile device or computer. Once you register the app for 2-factor
authentication on our site, the app will generate a verification code that you
use to log in. There are a lot out there, and most of them should be compatible
with your Principal account. If you’re not sure, here are a few options to
consider below:

 * For mobile devices, consider using Microsoft Authenticator, Google
   Authenticator, Authy or LastPass.
 * For desktop computers, consider Authy.  

Even though there are a lot of apps to choose from, they all share the same
concept: open the app, choose the account you’re trying to log into, and the app
will generate a unique code that can only be used once. 

Authenticator apps are very secure. The codes are regularly refreshed and are
unique to the device used to view it. Plus, if someone else were trying to gain
access to your account, it’s far more difficult for them to intercept your code
since it’s generated through a software installed on your device.

How do I install an authenticator app?

While there are a variety of authenticator apps to choose from, below are
instructions for downloading Authy (a third-party app) on a mobile device. It
only takes about two minutes to download and verify the Authy app. You can
choose any authenticator app, the instructions for other apps will be similar to
the ones below.

Downloading and installing the Authy app

 1. Open the App Store or Play Store and search for Authy. Their icon is a red
    square with 2 interlocking white links.
 2. Download the Authy app.
 3. Open the downloaded Authy app on your mobile device.
 4. Enter your mobile number, including the Country Code.
    * Tap on the space for the Country Code and it will let you search for the
      country. If you type in ‘UNITED’ it will display results that include
      ‘UNITED STATES OF AMERICA.’ The country code for USA is +1. International
      numbers can be used.
    * Enter the rest of your mobile phone number.
    * Enter your email address (any email address, so that Authy can contact
      you).
    * Click OK.
 5. As part of the setup, Authy needs to send a code to your mobile device.
    Select whether you want that code delivered by Phone Call or SMS (text
    message).
 6. Answer your phone or check your text messages to get the registration code.
    Enter the code on the screen in the Authy app. The screen will say “Enter
    your registration code: and there’s a line where the Registration Code will
    be entered.
 7. If Authy asks to send you Notifications, you can select Not Now or Allow.
 8. Authy will ask you to set up a backup password. This is a good idea in case
    you lose your device or accidentally delete your Authy app. Make up a
    password and write it down, storing it somewhere safe. You can skip this
    step in the top right corner of the app.

How do I add Principal to my authenticator app?

Follow these steps to add Principal to your authenticator app: 

 1. Find the “Add Account” button and tap it.
 2. The app should then say at the top, “Scan the QR Code on the website where
    you are enabling 2FA.” At the bottom of that screen click the blue bar that
    says Scan QR Code, which will activate the camera.
 3. If you are setting up an authenticator app on our website and you haven't
    registered for another form of 2-factor authentication, you will need to
    choose the “Set up an authenticator app”. Simply click the Continue button
    to get started.  If you have already registered for another form of 2-factor
    authentication, like text messages, then to add Principal to your
    authenticator app, you can log in to your account at principal.com and go to
    My Profile and then click on Manage 2-Factor Authentication Preferences.
    Next to Authenticator app there should be a blue button that says Connect
    Authenticator. Click that button. 
 4. Once you click the Continue button or the Connect Authenticator button, the
    QR Code appears on the screen.  You can either scan the code with your
    mobile phone or enter the 16 digit code.
 5. After scanning the QR Code, click the Continue button on our website. The
    screen will change and say, “Let’s confirm your authenticator app” with 6
    spaces for a verification code.
 6. Go back to the Authy app, find the 6-digit code and enter the code on the
    pricipal.com screen. The code will change every 30 seconds so if the code
    displayed is almost ready to change you should wait and enter the next
    code. 
 7. To finish adding Principal to your app, you can pick a logo (optional) and
    give the account a nickname (something that you will remember so next time
    you need to get a verification code to log in at principal.com you'll know
    which one to choose). 
 8. Finally, some backup codes will display on the Principal screen – you should
    save these codes somewhere safe to use as a back-up. 

How do I change my personal information?

Log in and access your profile online to change your password, customer service
questions and answers, mailing address, email address, mobile phone number,
two-factor authentication security settings and more.

If you're having trouble logging in or unable to change your information online,
please call us at 800-986-3343 and a customer service representative can help.

What do I do if I'm not getting an email as expected?

We’re sometimes unable to deliver a message to the email address we have on file
for your account. We recommend double-checking the following:

 * The spelling of your email address (Make sure you’ve typed it correctly.)
 * Your inbox capacity (If your email inbox is full, you won’t receive any new
   emails.)
 * Your Junk or Spam folder (To make sure Principal emails are delivered to your
   inbox in the future, please add our email address to your address book or
   “Safe Sender” list.)

How do I read my account statement?

Click here for details explaining each section of your statement

To view your account statements, log in to your account.



ARE YOU AN EMPLOYER?

Switch to Help for Employers

DON'T SEE THE TOPIC YOU NEED HELP WITH?

Give us a call.

 * Retirement plan participants call 800-547-7754
 * Mutual fund clients call 800-222-5852
 * Everyone else call 800-986-3343 

Or send us an email.

For the security of your account, we are unable to provide login assistance via
email.



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