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gold bullet Why am I sometimes disconnected from Fidelity.com?
gold bullet Why am I receiving the message "Accounts are not available at this time"?
gold bullet Why can I connect to Fidelity.com at home, but not at work?
gold bullet Why can't I access my account information?
gold bullet I can get on to Fidelity.com, but I have problems accessing certain areas of the Web site.
gold bullet Why isn't my PIN working?
gold bullet My PIN keeps getting blocked and I must continually reset it. Why?
gold bullet How do I set up and change my PIN?
gold bullet What is a secure password? Why do I need one?
gold bullet What should I do if I receive the following error message: "401 - Fidelity Web Server Error - We Have Detected a Break in Your Connection"?
gold bullet What can I do if I have problems accessing Fidelity.com through my AOL® browser?
gold bullet Why does my Fidelity PIN get entered automatically? Why does information on the Trade page get entered automatically?
Q. Why am I sometimes disconnected from Fidelity.com?
A. You could be disconnected either because your visit to Fidelity.com (your session) has timed out or because your connection to the Internet has been lost.
If your session is inactive for more than one hour, your session will be ended as a security safeguard. Ongoing user activity (i.e., keystrokes) will allow your session to continue beyond a single hour. You may stay logged on for up to 10 hours, provided that you make at least one transaction per hour. After 10 hours, you will be logged out, regardless of the activity.
Active Trader Pro users will be automatically logged out after 10 hours.
If for any reason you are disconnected from the Internet, your connection with Fidelity will end. It is not possible for your session with Fidelity to affect your connection to the Internet, but your Internet connection does affect your access to Fidelity. If you find that you are repeatedly losing your connection to the Internet you should contact your Internet Service Provider (ISP).
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Q. Why am I receiving the message "Accounts are not available at this time"?
A. You may be trying to access the site during scheduled downtime. From 3 to 4 a.m. (ET) Saturday, 4 to 5 a.m. (ET) Sunday, and 11 to 12 p.m. (ET) Sunday, Fidelity takes systems offline to perform routine maintenance. Occasionally, Fidelity systems are taken offline during weeknights for upgrades and improvements.
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Q. Why can I connect to Fidelity.com at home, but not at work?
A. Your company's firewall may be preventing you from accessing Fidelity.com at work. Your company's firewall was set up to protect your company network from Internet activity. Check with your network administrator to see if your company has access restrictions and if they can be lifted for access to Fidelity's Web site.
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Q. Why can't I access my account information?
A.
•   You may have bookmarked an out-of-date location. Try starting over at the Fidelity home page. Type "http://www.Fidelity.com" in the URL Address line of your browser.
•   From 3 to 4 a.m. (ET) Saturday, 4 to 5 a.m. (ET) Sunday, and 11 to 12 p.m. (ET) Sunday, Fidelity takes some systems offline to perform maintenance. If you are trying to access your account information at this time, try again later.
•   Heavy Internet traffic may be preventing you from accessing Fidelity. In this case, try again later.
•   Your Internet Service Provider (ISP) may be experiencing problems. If this is the case, you may have problems accessing other sites as well.
•   Your browser's cache may need to be cleared.
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Q. I can get on to Fidelity.com, but I have problems accessing certain areas of the Web site.
A. You may be using an unsupported browser or operating system. For Microsoft Windows® operating systems, Fidelity.com supports Microsoft Internet Explorer 5.5 and above, Netscape® 7.0 and above. For the Macintosh® operating system, Fidelity.com supports Internet Explorer 5.1.
While Fidelity supports older browsers, including versions 4.7 and 4.8, of Netscape, users of these browsers may experience technical problems and should upgrade if possible. Also, Fidelity.com does not support Netscape 6.x.
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Q. Why isn't my PIN working?
A. Your PIN must be numeric and 6-12 characters long. If you use an invalid PIN more than three times, Fidelity will automatically block access to your account.
If your PIN is not working and you have a secure password or have established a security question and answer, you can reactivate your PIN online. If you have not set up a secure password or security question and answer, call 800-544-6666 and ask the representative to reestablish your PIN and assist you in setting up a secure password or security question and answer.
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Q. My PIN keeps getting blocked and I must continually reset it. Why?
A. If you experience this problem, make sure you are entering your alpha-numeric PIN correctly.
If you collect your Fidelity financial data from an aggregation service, such as Yahoo!®, Onmoney®, or Quicken, make sure you update the login information on these services if you make any changes to your Fidelity PIN. Otherwise, automated attempts by these services to retrieve your data will repeatedly block your PIN.
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Q. How do I set up and change my PIN?
A. To set up or change your PIN, click the Login/Logout button at the top of the Fidelity home page, then follow the links for changing or setting up your PIN.
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Q. What is a secure password? Why do I need one?
A. A secure password is an alpha/numeric string of characters you set up online. It works in conjunction with your PIN for added security. You must establish a secure password if you wish to reset your Fidelity PIN online. When establishing a secure password, follow these guidelines:
A secure password is an alpha/numeric string of characters you set up online. It works in conjunction with your PIN for added security. You must establish a secure password if you wish to reset your Fidelity PIN online. When establishing a secure password, follow these guidelines:
•   Secure passwords may be up to 32 characters, either letters or numbers.
•   Do not use spaces or punctuation marks.
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Q. What should I do if I receive the following error message: "401 - Fidelity Web Server Error - We Have Detected a Break in Your Connection"?
A. Reload the page. If you're using Internet Explorer, press CTRL + F5. If you're using Netscape, press SHIFT and click the Reload button. If this does not fix the problem, shut down your browser and restart it, or try using a different browser.
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Q. What can I do if I have problems accessing Fidelity.com through my AOL® browser?
A. If you have difficulty accessing the Fidelity Web site using your AOL browser, try connecting to Fidelity using the Internet Explorer browser on your desktop. To do this:
•   For Windows PC users click on Start, Programs, and then Internet Explorer. If Internet Explorer is unable to use your AOL® connection, please call AOL® Technical support to get that fixed.
•   For Macintosh AOL® users running on OS X 10.3 or higher please use the Safari browser included with your computer. Please contact Apple support for assistance in using the Safari browser.
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Q. Why does my Fidelity PIN get entered automatically? Why does information on the Trade page get entered automatically?
A. Your Fidelity PIN may get entered automatically or trade information may get entered automatically if the AutoComplete feature in Internet Explorer version 5.0 and higher is activated. The AutoComplete feature allows personal information, such as PINs, to be saved within your browser. If you are concerned about security, you can disable AutoComplete.
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