I can’t recall my password and don’t have a SSN number. How can I reset my password?
Here’s a summary of the main problem and the solutions discussed regarding the user’s issue with their Fidelity account:
- Main Problem: The user is unable to recover their password for their Fidelity account because they do not have a U.S. phone number or Social Security Number (SSN), making the recovery forms unusable.
- Suggested Solutions:
- Fidelity representatives advised the user to call for assistance, as the password recovery process requires speaking with an associate.
- Fidelity confirmed that international phone numbers for assistance are toll-free, easing concerns about call charges.
- The user expressed a desire for an online form specifically for non-U.S. citizens to reset their passwords.
- Suggestions were made by others in the conversation for the company to consider implementing a private ticket system for better issue handling.
Ultimately, the user is seeking a more accessible way to reset their password without relying on U.S.-specific processes.
Here’s the full thread
Hi Fidelity,
I can’t recall my password to login into my Fidelity account, and I’m not able to use the forms to get it back or reset it.
The first form asks for the last 4 digits of SSN (G number), I have no idea what this number is!
The second form asks for an US phone number, but I’m French and I only have a French phone number, so it does not work.
How can I reset or recover my password?
@FidelityCaitlin 👋
Thanks for reaching out to us this morning, @ab.
In order to provide the best information possible here, we’ll need some clarification. Can you specify the particular Fidelity account you’re referring to here? For instance, this could be anything from an account associated with an employer, or a personal account such as an IRA or a Brokerage.
We look forward to hearing back from you.
hm… I guess it is an account associated with my employer (ARM)
It sounds like you may be referring to 401(k) or an SPS account. For assistance with accessing accounts, please give us a call.
Contact Us: https://www.fidelity.com/customer-service/contact-us
Fidelity International Phone Numbers: https://www.fidelity.com/customer-service/phone-numbers/international 🟢
Will I have to pay the foreign call?
Isn’t it possible to do it through the chat on your website?
Thanks for following up with us, @ab. I’m happy to clarify.
The international numbers listed on the link we provided are toll-free numbers. You can find your location on the list and give us a call for assistance.
Now, when it comes to resetting or recovering passwords, you must give us a call if you’re unable to do so on the login screen. Associates will have their own process for verifying you and can help you gain access to your account.
If you have further questions, please don’t hesitate to let us know. 🟢
Ok, thanks
Hi,
I just called you colleagues, and they made me very upset!!!
As I’m not an US citizen, my problem is a bit more complex, so they transferred me from one department to an other without trying to help me. And when I said it to the fourth person that I talked with (in less than 30 minutes), she ended the call!
Please, now help me!
I’m not able to recover my password because I don’t have any US number (SSN, phone,…). Please, provide me an online form for non-US citizen to recover their password. If needed, ask your technical or legal department.
Also, don’t ask me to call them again, as they are useless!
@FidelityHeather
@FidelityLinsey
@FidelityAidan
We’re sorry to hear about your experience. However, there is no form or way for us to assist you with recovering your account over Discord, social media, or chat. The only way is for you to reset your login credentials online yourself or to call in and work with an associate. 🟢
Hi @FidelityLinsey
I really which to be able to reset my login credentials online by myself, but I can’t, because it’s only for US citizens, which I am not!
I’m not asking you to do it, I’m asking you to contact some of your colleagues from technical or legal department to provide a way for non-US citizen to reset their credentials.
@FidelityLinsey 👋
@FidelityHeather 👋
@FidelityAidan 👋
Sorry, im genuinely curious what they did that could make someone angry. Could you explain?
As I said, they did not even tried to solve the problem. They directly transferred the call to someone else without trying to do anything!
It’s like these “community manager”, that have their “process”, and if a problem can not be solve with it, they do nothing and ignore the person!
Am I wrong @FidelityLinsey?
Hey! At this time @ab , there is no online form to reset your password that can be completed or live chat (since it requires you to be logged in). We love trying to help our customers via platforms like Discord, Reddit and other social channels, but in some instances it requires you to contact a representative over the phone. Especially when it comes to something like trying to reset a password. At this point there is nothing else we’re able to do on Discord. If your account is a 401(k) that team is here M-F from 830 AM – Midnight ET (8008355095), if you account is a Stock Plan account that team is here from Sunday at 5 PM through Friday at midnight ET (8005449354). At this time we’re going to end the conversation on Discord and direct you to the phone team. 🟢
🔴
Hi @FidelityMichael,
Thanks for your reply.
As I already said (multiple time), by phone, people are not doing anything! Also, all the processes are thought for US citizen, which I’m not.
I understand that through Discord, you are not able to reset the password, but it does not mean that you are not able to do anything.
Please, could you raise this problem to the appropriate service/department?
At this point you basically have 2 options.
1. Never get your password reset
2. Call Fidelity
Im sure if you re-call them you will likely speak to a different person then you did last time. Maybe they will be more helpful
I wish there more we could do. We do not have the ability to collect personal details through Discord about our customers. Especially with high security items like a password reset we take extra steps to be safe. As previously mentioned your best bet is to call us for assistance.
You could make a private ticket system
Thanks for your reply @FidelityMichael. I totally understand your point, and, when I’m talking to raise the problem the appropriate person, I’m not think about giving you personal details. I’m just suggesting you doing something like:
“Hey John Doe, someone pointed to us this issue, could you do something for this, or could you tell me how I could help him?”
Also, as Noah suggested it, a private ticket system would be great!