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.
Please note, we do not have live chat available via our help widget at this time.
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 number, which can be used as one form of verification.
401(k) participants: Your account number will be listed at the top of the Home page of your dashboard. If you have more than one account, navigate to Accounts and your account number will be displayed at the top of each dashboard. If you’re using our mobile app, you can locate your number at the top of the Account page.
IRA savers: Your account number is located within the menu under your name in the main navigation of your saver dashboard.
Plan sponsors/administrators: You can find your plan number within the dropdown menu under your company name in the upper right-hand corner of your administrator dashboard.
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 active plans (after first contributions have been processed), 401(k) plan sponsors and administrators can contact Customer Success by submitting a form, emailing clients@guideline.com, or by calling (888) 588-0719.
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) 588-0446 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.
Guideline Pro partners
For general inquiries about Guideline Pro, you can contact pro@guideline.com or (888) 588-4698. For additional details regarding finding dedicated support for your Guideline Pro account, your clients, or their employees, see our guide here.