Contact the Electronic Support Services (ESS) team to report a log in, access or other technical problem with PSW.
(800) 735-2862
Monday through Friday
8:30 a.m. to 6:00 p.m. Eastern Time.
Monday through Friday
8:30 a.m. to 6:00 p.m. Eastern Time.
An ESS Rep will investigate the issue and make sure you get a resolution to your problems.
Before Contacting ESS:
- Please be prepared to provide relevant User IDs and plan numbers.
- Please be prepared to provide details about the issue, including exact error messages.
- Please verify if anything has changed recently in the plan or user set up.
DO Call ESS for the following:
- You experience failures in the PSW application.
- You wish to report a High Risk issue assigned the highest severity. An ID in question may be suspended by System Security until further action can be taken.
- To verify if your access is functioning correctly as it was setup. If your access is inadequate for your function and needs to be modified, please contact your Authorized User or Fidelity Representative to update your access.
- You log in attempt or password authentication fails even after using the online Password Reset function available on the PSW log in screen.
- You need to change your personal information (such as address or name). This information is used for the Password Reset functionality.
Contact your Fidelity Representative for the following:
- To add or modify a PSW user’s access. A modification form must be used to change security attributes.
- To delete a user or a plan: User IDs can be deleted using the Review Users link on the Administration tab. Plans must be deleted by a Fidelity Representative.
- To check access status: Contact your Fidelity Representative.
Visit PSW Training & Support or contact your Fidelity Representative for the following:
- To receive first time user training.
- To make modifications or deletions of PSW IDs or plans.
- Plan setup issues.
- Mainframe interchange issues. Call EDT at (800) 544-1913.
- Other mainframe issues. Call PSW Technical Support at (800) 735-2862.
Tips
To ensure PSW e-mail notifications can pass through your network, please contact your IT department to request that the following outbound SMTP addresses are added to your company’s Trusted Sites list:
- 68.232.195.171
- 68.232.195.172
- 68.232.195.173
- 68.232.205.109
- 68.232.205.110
- 68.232.205.111
- 68.232.205.112
- 68.232.205.113
- 68.232.205.114
- 68.232.205.115
- 68.232.205.154
- 68.232.206.99
