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Contacting Guideline
Support contact information and operating hours
Support contact information and operating hours
Updated over a week ago

If you have questions about your Guideline account, our Customer Success team would be happy to assist you.

You can also search our Help Center for answers to common questions.

Hours of operation: Monday - Friday, 9 a.m. - 7 p.m. ET

*Please note that Guideline teams will be unavailable on stock market holidays.

Account verification

When communicating with our team, we will ask you to answer questions about yourself and/or the plan for security verification. In general, it’s always helpful to provide your account ID, which can be used as one form of verification.

401(k) participants and IRA users can find their account ID within the dropdown menu under their name in the main navigation of their participant dashboards. Similarly, plan sponsors and administrators can find their account ID within the dropdown menu under their company names in the upper right-hand corner of their administrator dashboards.


Guideline support teams

Employee and participant support

401(k) participants can contact our Customer Success team by submitting a form, emailing support@guideline.com, or by phone at (888) 344-5188.

If you need assistance distributing funds after separating from your company, you can find instructions on Guideline rollovers here. If you would like further assistance, please contact our distribution line at (888) 498-2766.

Employer and plan administrator support

For questions related to administering and managing plans after first contributions were processed, 401(k) plan sponsors and administrators can contact Customer Success by submitting a form, emailing clients@guideline.com, or by calling (888) 228-3491, ext. 2.

Please note that if you have not been assigned administrator access, we will not be able to offer assistance with plan-specific questions. To review the different permission levels available see here.

Employer onboarding support

If you are in the process of completing the set up of your Guideline 401(k) plan, you can email onboarding-help@guideline.com or call (888) 228-3491, ext. 1 for assistance.

Personal IRA support

If you have questions about your Guideline IRA, feel free to contact us at ira@guideline.com or (888) 810-3801.

SEP IRA support

For questions regarding your employer-sponsored SEP IRA plan, feel free to email us at sepira@guideline.com.

New plan inquiries and sales

If you’re interested in learning how your employees might benefit from a Guideline retirement plan or to learn more about the plans we offer, reach out to our Sales team via email at hello@guideline.com or by phone at (888) 228-3491 ext. 1.

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