Empower Retirement's main customer service number is 1-800-401-4461

That number connects you to Empower's general customer service line, where representatives can help with questions about your 401(k) account, transfers, withdrawals, and account access. Wait times vary depending on call volume, but the line is typically staffed during business hours Monday through Friday.

Empower (formerly known as Great-West Life & Annuity) administers retirement plans for millions of people. If you have a 401(k) through your employer and Empower manages it, this is the number to use for account questions. You will need your account number or Social Security number to verify your identity.

Key Takeaways

  • Empower's main phone line is 1-800-401-4461, available during standard business hours Monday through Friday.
  • Have your account number or Social Security number ready before calling, as representatives will ask for verification.
  • You can also log into your account online at empower-retirement.com to view balances, make transfers, or request forms without calling.
  • If you are calling about a specific transaction or withdrawal, have your recent statements available to speed up the conversation.
  • Empower's phone menu offers options for different account types, so listen carefully to select the right department for your question.

What you can handle by phone versus online

Some tasks are faster online. You can check your account balance, view transaction history, update your address, and read statements anytime through the Empower website without waiting on hold. The online portal also lets you set up or change your investment allocations and view your plan documents.

Call if you need to make a withdrawal request, roll over funds to another plan, change your beneficiary designation, or discuss options you are unsure about. Representatives can walk you through the process and answer questions about tax implications or timing. If your employer recently changed retirement plan providers to Empower, calling can also clarify what happened to your old account.

Timing and wait times

Empower's phone lines are typically open 8 a.m. to 8 p.m. Eastern time, Monday through Friday. Early morning (before 10 a.m.) and late afternoon (after 5 p.m.) tend to have shorter wait times than midday. If you call during lunch hours or on a Monday, expect longer holds.

The company does not offer weekend or holiday phone support, but you can submit questions through the website portal and receive responses within one to two business days. For urgent matters related to a pending withdrawal or rollover, calling early in the week gives you the best chance of reaching someone who can move your request forward quickly.

What information to have ready

Before you call, gather your account number (found on any statement or in your online login), your Social Security number, and details about what you want to discuss. If you are asking about a specific transaction, have the date and amount. If you are considering a withdrawal or rollover, have your most recent statement so the representative can see your current balance and investment breakdown.

If you are calling about a form you need to submit — such as a beneficiary change or a distribution request — ask the representative to email or mail it to you during the call. This prevents confusion about which version you are supposed to use and ensures you have the right form for your plan.

When to call versus when to use other contact methods

Use the phone line for questions that require a conversation: understanding your withdrawal options, discussing tax withholding, or getting clarity on plan rules. Use email or the online portal for straightforward requests like address changes, downloading forms, or checking your balance. Use mail only if you have a legal document to send (such as a court order affecting your account) or if you prefer a paper record of your request.

If you are having trouble logging into your account online, the phone line can help you reset your password or troubleshoot access issues. Representatives can also verify that your account is active and that no holds or restrictions are preventing you from viewing your information.

If you cannot reach Empower by phone

If the main line is consistently busy or you prefer not to call, log into your account at empower-retirement.com and use the "Contact Us" option to send a message. You can also look for a phone number specific to your employer's plan — some large employers have a dedicated Empower line printed on their benefits materials or employee portal.

If your employer recently switched to Empower and you are having trouble finding the right contact information, ask your human resources or benefits department. They can confirm whether Empower is your current plan administrator and provide any employer-specific phone numbers or instructions.

Understanding your account type matters

Empower administers different types of retirement plans: traditional 401(k)s, Roth 401(k)s, 403(b) plans for nonprofit employees, and others. When you call, the automated menu will ask which type of account you have. Selecting the correct option routes you to a representative familiar with your specific plan rules, which matters because withdrawal rules and tax treatment differ between account types.

If you are unsure which type of account you have, check your most recent statement or your employer's benefits materials. The account type is usually listed near the top. If you still are not sure, tell the representative when you reach them — they can look it up using your Social Security number and account information.

Frequently Asked Questions

Does Empower charge a fee to call customer service?

No. Calling 1-800-401-4461 is free. Standard long-distance rates do not explore to 800 numbers. Some employers may have a separate phone line for their specific plan, which is also free to call.

Can I request a withdrawal over the phone?

You can start the process over the phone, but most withdrawals require a signed form. The representative will explain your options, answer questions about taxes and penalties, and either email or mail you the withdrawal form to sign and return. Processing typically takes one to two weeks after Empower receives your completed form.

What if I need to speak to someone about a rollover to another plan?

Call the main line and tell the representative you want to roll over your funds. They can explain the process, discuss whether a direct rollover (plan to plan) or indirect rollover (funds to you) makes sense for your situation, and send you the necessary forms. Rollovers usually take two to four weeks to complete.

Is there a number for employer benefits questions?

The 1-800-401-4461 line handles individual account questions. For questions about your employer's plan design, contribution limits, or whether your employer offers matching — contact your human resources or benefits department directly. They manage the plan contract with Empower.

Can I change my beneficiary over the phone?

You can request a beneficiary change form over the phone, but the change itself requires your signature on the form. The representative will mail or email it to you, and you will need to return it signed. Once Empower receives it, the change typically takes five to ten business days to process.