Account Access & Registration FAQs


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Register for Trust Company Account Online Access

If you are currently a TIAA-CREF Trust client and you are not yet registered for online access, please call your assigned TIAA-CREF Trust Administrator. If you do not have an assigned TIAA-CREF Trust Administrator, call us at 888 842-9001.


Trust Company Account Frequently Asked Questions


Before You Enroll

During Enrollment

Ongoing Usage

Before You Enroll

I already have a user ID and password; why is an enrollment code necessary? The enrollment code is necessary to provide additional verification of your identity immediately before you enroll into the enhanced authentication process. This additional verification ensures the integrity of the added security. The enrollment code will only be used once, immediately before completing the enrollment process.back to top

Why is this additional security necessary? Due to evolving threats on the Internet, it is necessary to ensure the safety of your account by strengthening security. We want to ensure that we take every measure to keep your account information safe.back to topCan I opt out? No. In order to access your account online, you will be required to enroll in the enhanced security process.back to topDoes it matter what PC I enroll from? After you complete the enrollment process, a cookie will be placed on your computer. This cookie will allow us to recognize your computer every time you visit our website. If you log in from a computer we don't recognize, we'll ask you to answer two of the security questions you selected during the enrollment process. You'll then have the option of "registering" the computer so that we can recognize it in the future. This means that a cookie will be placed on the computer.back to topI've heard that cookies may expose my personal information; why are they necessary to access my account? Cookies are used to establish and maintain a logged in connection while you are in the secure section(s) of our website.TIAA-CREF strictly protects the personal information you provide against unauthorized access, disclosure, alteration, destruction, loss or misuse. Your personal information is protected by physical, electronic and procedural safeguards in accordance with federal and state standards. These safeguards include appropriate procedures for access and use of electronic data, provisions for the secure transmission of sensitive personal information on our website, and telephone system authentication procedures. We limit access to your personal information to those TIAA-CREF employees who need it to provide products or services to you.back to topHow do I ensure that my computer accepts cookies? To enable cookies, follow the instructions below for the browser version you are using:

Microsoft Internet Explorer 6.0+ Microsoft Internet Explorer 5.x Netscape 7.1/Mozilla 5.0
  1. Select "Internet Options" from the Tools menu.
  2. Click on the "Privacy" tab.
  3. Click the "Default" button (or manually slide the bar down to "Medium") under "Settings."
  4. Click "OK." 
  1. Select "Internet Options" from the Tools menu.
  2. Click on the "Security" tab.
  3. Click the "Custom Level" button.
  4. Scroll down to the "Cookies" section.
  5. Set "Allow cookies that are stored on your computer" to "Enable."
  6. Set "Allow per-session cookies" to "Enable."
  7. Click "OK." 
  1. Select "Preferences" from the Edit menu.
  2. Click on the arrow next to "Privacy & Security" in the scrolling window to expand.
  3. Under "Privacy & Security", select "Cookies."
  4. Select "Enable all cookies."
  5. Click "OK

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During Enrollment

I no longer have my enrollment code or have not received my enrollment code. How can I log in? Please call your account officer to get a new enrollment code.back to top

Can I access my account from any PC? Yes. If you have previously completed the enrollment process, you will be able to log in to your account from any PC.

If You Sign in From a Computer We Recognize If You Sign in From a Computer We Don't Recognize
  1. Enter your user ID and click the Go button
  2. Verify that your image and personalized description are correct
  3. Enter your password
  4. If you do not see your image or description, do not enter your password.
  1. Enter your user ID and click the Go button
  2. Answer two of the five security questions correctly
  3. Verify that your image and personalized description are correct
  4. Enter your password
  5. If you do not see your image or description, do not enter your password

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Why is so much personal information requested during enrollment? We ask that you provide your email address so that we can send you security notification emails, which will serve as alerts as you access your account in the future. These emails will notify you of the following events:

  1. Successful enrollment
  2. Security profile change (any changes you make to your email address, phone numbers, or security questions)
  3. Registered new PC
  4. Gained temporary access to your account from an unrecognized PC
  5. Failed and suspended login after three consecutive failed login attempts

We ask that you provide a contact phone number so that if we implement additional security enhancements in the future, we have the correct information.

This information is used solely for enhanced security purposes and will not be used for marketing purposes.back to top

Who has access to my information? Your Advisor can view your email address and phone number(s).

No one can view the answers to your security questions. The answers to these questions are stored securely within a database and validated within the system.back to top

Is any of the information I'm providing used for marketing purposes? We will never sell your personal information to third parties and your information will never be used for marketing purposes. You will not receive unwanted phone calls about your account.

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Can I view or update my security information at a later date? Yes. To update this information, click on "Update Security Profile" and edit your information.

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Who can I contact if I have problems or questions? Please contact your account officer with any questions.back to top

What if I disagree with the terms and conditions? You will not be able to access your account online.back to top

Can I upload/add my own picture? No. Please choose a personalized image from the library of images provided.back to top

Can two users share/enroll on the same PC using separate user IDs? Yes. If a user completes the enrollment process, a cookie associated with that specific user ID will be placed on the PC. Because the cookie is only used to recognize that user, two users can share the same PC.back to top

Why do I have to log in immediately after enrollment? For security purposes, we ask that you login in with your user ID and password after completing the enrollment process. This will also allow you to verify your personalized image and description.back to top

Ongoing Usage

Sometimes when logging in from my regular PC, I have to answer security questions rather than simply providing my password. Why is that? When you are prompted to answer your security questions, this means the PC you are using to access your account does not have the cookie on it. If you would like to have the cookie placed on your computer, please check the box on the security questions page to allow the cookie to be placed on your PC. You will then be prompted to verify your personalized image and description and to enter your password.back to top

I prefer to delete my cookies and temporary Internet files; will this cause a problem? If you prefer to delete your cookies and temporary Internet files, the website will not recognize your computer the next time you try to log in to your account. You will be prompted to answer two of your security questions to gain access to your account.back to top

How might virus scanning or spyware scanning programs interact with the PC identification cookie placed on my computer? When you use virus or spyware scanning software, it scans your computer and rates potentially threatening files on a scale from low to high. Cookies are usually rated as low threats.

Some software allows you to flag specific cookies as "no threat." If you flag a cookie as "no threat," it will not be rated the next time you scan your computer for viruses or spyware.back to top

Where do I enter my password? We have moved the place where you enter your password to allow for additional website security. After you enter your user ID and click the Go button, if we recognize your computer, we will show you your personalized image and description. You will then be prompted to enter your password. If you do not see your image or phrase, do not enter your password.

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If I access my account from multiple PCs, will I have to complete the enrollment process multiple times? No. You will only have to complete the enrollment process once. If you would like to bypass answering the security questions when attempting to log in to your account, you can have the cookie placed on your computer. Click the check box on the security questions page that allows the cookie to be placed on your PC. You will then be prompted to verify your personalized image and description and to enter your password.back to top

I've forgotten my security answers; how can I log in into my account? If you have forgotten your security answers, please log in from the PC that you used during the initial enrollment process. This will allow you to log in to your account with your user ID, password, and personalized image and description. Once you have gained access to your account, you will be able to go into your security profile and view your answers to your security questions.

If you do not have access to the PC that you used during the initial enrollment process, please call your Advisor for a new enrollment code to complete the enrollment process again.back to top

I absolutely do not want to allow cookies; can I still enroll and continue to access my account? No. You are required to enable cookies to complete the enrollment process and access your account.

You can delete your cookies and temporary Internet files, although you will notice when logging in to your account, the website will not recognize you. You will be prompted to answer two of your security questions to gain access to your account.back to top

Why am I receiving emails from TIAA-CREF Trust Company, FSB, regarding my account? These are security notification emails, which serve as alerts as you access your account. These emails notify you of the following events:

  1. Successful enrollment
  2. Security profile change (any changes you make to your email address, phone numbers, or security questions)
  3. Registered new PC
  4. Gained temporary access to your account from an unrecognized PC
  5. Failed login after three consecutive login attemptsback to top

What should I do if I receive an email but didn't recently access my account? Immediately log in to your account, and change your password. We also suggest you change the security questions you answered to protect your identity. Then contact your Advisor as soon as possible.

If necessary, your Advisor may create a new user ID for you.back to top

What if I don't see my personalized image and description when trying to log in into my account? Please make sure you entered the correct user ID. Also, please confirm that you are visiting the correct website. Make sure "https://" is in the web address. Make sure you see a security padlock in the lower right-hand corner of the page.

If you notice a square with a red X in the middle instead of your image, try to refresh the page.

If your personalized image and description are still not visible, do not enter your password. Contact your Advisor as soon as possible.

TIAA-CREF Trust Company, FSB
211 North Broadway, Suite 1000
St. Louis, MO 63102-2733

Telephone:
Toll Free: 888 842-9001
Direct: 314 244-5000

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Investment, insurance and annuity products are not FDIC insured, are not bank guaranteed, are not deposits, are not insured by any federal government agency, are not a condition to any banking service or activity, and may lose value.

TIAA-CREF Individual & Institutional Services, LLC, a registered investment advisor, provides investment advisory services. Trust services are provided by TIAA-CREF Trust Company, FSB.

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