Common questions

Account / enrollment registration

  • Who can enroll?
    The owner (including owner/insured) and participant/annuitant of an individual or jointly-owned contract or policy can register and log into an online account through our secure client portal. At this time, fiduciaries and corporate owners are unable to register for online access. Please note that a Social Security or Tax Identification Number is necessary to register.
  • Why is enrollment necessary?
    Our client account portal enables you to view and update your life and annuity accounts online. The enrollment process validates that access to this confidential financial information is provided to the appropriate account owner.
  • What information is required for registration for online account access?
    You will be asked for your social security number, date of birth and account/policy/contract or participant number.

     

    If you have a MONY account/policy, select the ""yes"" radio button. Enter your email address and once again for confirmation.

     

    You will be asked to create an individual USER ID, using numbers and letters only (no dashes, spaces or special characters). You must have 7 - 18 characters and must include at least one number and two letters. Re-enter your USER ID for confirmation.

     

    Create your own password. The password must contain 8 - 15 characters (no dashes, spaces or special characters) and must include at least one number and one letter, and is case sensitive (ABC123 is different from abc123).

     

    Select a Secret Question from the drop down menu. Enter the answer to your secret question. This information will be used for password verification should you forget or wish to change your password later.

     

    Upon completion of your registration, you will receive an email confirmation as well as a letter of confirmation which will be mailed to your address of record.

     

Account details

  • How often is my account information updated?
    Account information is generally updated after the close of every business day. In the Equitable website, this information will normally be available after a refresh is completed at 4 AM ET.
  • Can I view my spouse's account?
    At this time, we only provide a consolidated view of products and asset accounts based on an individual owner's social security number.
  • When will online requests reflect in my account?
    If the request is valid according to the terms and conditions of your product, you will see the change(s) reflected the morning of the next business day. For example, if a valid transfer is completed on Tuesday at 2 PM ET, that activity will be reflected after our 4 AM ET refresh is completed on Wednesday morning.

     

    For address changes, if the request is valid, you will see the change(s) reflected in your account in approximately 5 business days.
  • How can I verify account details?
    If you have a specific question about contract or policy details provided in your online account information, call us toll-free at 1-877-222-2144 and select the appropriate prompt for life or annuity.

eDelivery

  • How does eDelivery work?
    When logged in to your account, you choose which documents you want to receive digitally, and which ones you want to receive by mail. You're in control. Then, when new documents are available, we'll send you an email notice with a link to the documents. You then log in to the client portal to view, print or download copies. All of your available documents are stored for you online, for access whenever you need them.
  • What documents are available for eDelivery?
    These document categories are generally available for electronic delivery to life and annuity customers:

     

    Confirmation Notices
    Produced for life and annuity customers as a result of any financial transaction. Certain other transactions - address change, investment allocation change - also produce a notification to the owner.

     

    Annuity Quarterly Statements
    Mailed to annuity contract owners on any calendar quarter in which there was a financial transaction and at calendar year-end. These statements provide account information, including investment performance information and current account values by investment option. For certain employer-sponsored plans, only the plan sponsor receives these statements; individual participants do not.

     

    Prospectus, Privacy Policy and Related Communications
    This category is available only to customers with policies that have variable investment options, such as our EQUI-VEST, Accumulator and Incentive Life contracts. You will receive Prospectus updates, Semi-Annual and Annual shareholder reports of the Trusts' investment portfolios that serve as the underlying investments available under a variable life policy or annuity contract.

     

    Related Communications
    We will also advise you of investment option changes, managerial changes or other changes to your investment portfolios as they occur. In any of these communications we may include other important information that impacts your life or annuity contract, such as policy or contract endorsements.

     

  • Who can enroll in eDelivery?
    Individual owners of Life and Annuity contracts can enroll online. For special ownership arrangements, such as Joint Owners, Trustee Owners, Corporate Owners, online enrollment for our Electronic Delivery service is not available at this time. In addition, for certain employer sponsored plans, such as 401(k) plans, where only the employer receives written communications; enrollment in electronic delivery will not be available to the plan participants. In these situations, a message will appear on the enrollment screen, noting that a particular policy or contact is "Paperless Delivery not Available".
  • How will I know when documents are available online?
    You will receive email notices containing hyperlinks to your client portal account. You then sign in and view a list of the documents available that pertain to your policy or contract. You can identify that the email is being sent as part of our eDelivery service by the sender line, which will be Equitable Companies Electronic Delivery Notification Service.
  • How do I access a document if I deleted the email with the link?
    You can access documents, after logging in to your online account, from the Portfolio Summary. Select the eStatements option from the drop down menu next to the policy number. A list of available documents will be displayed.
  • Are there delivery considerations I should know about?
    If you don't receive an anticipated email notice, log on to our website to access the document.

     

    If you have anti-spamming software installed on your computer, be sure to enter the equitable-edelivery.com domain as acceptable and/or valid within your anti-spamming software.

     

    If you do not have anti-spamming software and the document is available online, please alert our customer service team at 1-877-222-2144 to the missing email notice.

     

  • What about undeliverable emails?
    If an email is returned to us as "undeliverable"" we will send you a letter by U.S. mail, advising you that the document for which the notice was sent is available online for you to access. The letter also advises that if you are unable to access the document electronically, you should call our customer service team at (877) 222-2144 to request that we mail you a paper copy.

     

    If your internet service provider advises that emails cannot be delivered to you because your address is no longer active, or if repeated attempts to deliver an email to you are returned to us:

     

    We will suspend electronic delivery of documents and resume paper mailing for the next document that is produced. At your next login, you will be asked to update your e-mail address. You will also be prompted to re-start eDelivery. We'll send delivery notices to the e-mail address you provided during enrollment. So, it's important to keep us updated on any changes to your email address. Use the Personal Settings menu on the Portfolio Summary in the client portal to make changes to your profile information.
  • Is eDelivery secure?
    To ensure your privacy, documents with personal information will be protected behind our secure log in using a personal ID and password. Your login credentials and account documents are encrypted and protected by secure socket layer technology. We recommend you use a browser that supports 128-bit encryption.
  • How do I make changes to email or eDelivery options?
    To change your email address, log on to your account and click on the "Change" link next to the email address on the Portfolio Summary page.

     

    To change your eDelivery elections, click on the drop down menu next to the policy number and select the eStatements option. From the eStatements page, select the "Sign up for eDelivery" or "Delivery Preferences" link to update your elections.

     

    Note that if you purchase a new life insurance policy or annuity contract subsequent to enrolling in Electronic Delivery, that policy will not automatically be enrolled for Electronic Delivery. You must select the eDelivery preferences for that policy by selecting "Delivery Preferences" from the eStatements page.

     

  • How do I cancel my enrollment in Electronic Delivery?
    You always retain your right to receive paper copies, and you may withdraw your consent for electronic delivery at any time. To withdraw consent:

     

    Go to the eStatements page and click on the "Sign up for eDelivery" or "Delivery Preferences" link after logging in Click on the "Set all to U.S. Mail" option. If you de-select all of your elections, we will cancel your enrollment. We will resume paper delivery of subsequent Documents and other Communications. Alternatively, you can always call our eService line to request paper copies of documents you may need.

     

    If you later decide to re-enroll, you must repeat the consent process.
  • Am I required to receive documents and other communications electronically?
    No. Enrollment in the Service is optional, and you may revert to delivery via U.S. Mail at any time.
  • What if I want to opt out of eDelivery later?
    If you want to opt out of eDelivery at a later time, sign in to your account.  Under Personal Settings choose Delivery Preferences. From here, click the US Mail button. This will set elections back to paper delivery.

Logging in

  • Where do I log in/sign in to see my account?
    You can access your account by clicking on the Sign in option located in the top, right corner of every page of our site. If you do not have an account yet, choose the Register Now option located on the Sign in page. For questions about logging into your account, please call (877) 222-2144,  Monday - Friday 8:00 AM to 7:00 PM ET.
  • Do I need to update my log in details?
    No, your login credentials remain the same and it is not necessary for you to update this information to coincide with our name change.
  • Once I log in, what happens?
    When customers log in, they will see an enhanced view of their personal account summary in the new Equitable client portal.  Depending on the account types you own, different options for account maintenance and administration will be available within the logged-in experience.
  • How do financial professionals, employees or brokers log in to the site?
    Access the login panel by clicking on Sign in option located on every page of the website in the top right corner. Then, simply enter your personal credentials in the appropriate windows, or choose Forgot User ID or Password, if necessary.

Manage financial profile

  • Why are you putting my personal information online?
    In accordance with Securities and Exchange Commission regulations, we are expected to periodically collect, maintain and confirm certain client and policy information. We will protect the confidentiality of any personal information and will not sell or rent information about you to anyone. We may disclose personal information to our affiliates, third party service providers or as otherwise required or permitted by law. If you are concerned about privacy, please read our privacy policy by clicking on the Privacy Statement link from any page.
  • Is access to my personal information secure?
    Yes, access is only permitted to customers who successfully complete the enrollment process and login with the appropriate password. During enrollment, certain information is verified, including the contract or policy number, social security number and date of birth. In addition, equitable.com utilizes an encryption system that scrambles your information as it passes over the Internet.
  • What personal information can be modified?
    Personal information that you can update includes:

    Investment Strategies
    Financial Profile
    Address, email and phone number
  • What is my Financial Profile?
    You Financial Profile consists of your Household Annual Income, your Household Net Worth, your occupation, employment status and, if applicable, your NASD affiliation.
  • Do I have to update my profile information?
    Yes, we recommend that you provide us with your current information. We will use this information to keep a current financial profile. This enables your financial professional to assess your current situation and make sure you are still meeting your goals and objectives.
  • I updated my information and went back in and it had not changed.
    The system will usually be updated in no more than two business days.

Manage portfolios

  • How do I transfer amounts between investment options?
    If you are the Owner, Annuitant/Owner, or Participant of the policy/contract/certificate, you may transfer amounts among investment options online, through the Equitable website. From the Portfolio Summary screen, using the drop down menu next to the policy number, select ""Transfer Funds"" and follow the instructions provided.

     

    Please note that your ability to make transfers is subject to accepting our online agreement, including our rules against market timing, and enrolling in transactions.
  • How do I change my allocation for future contributions?
    If you are the Owner, Annuitant/Owner, or Participant of the policy/contract/certificate, you may change the allocation of future premiums / contributions online, using the Equitable website. From the Portfolio Summary screen, using the drop down menu next to the policy number, select "Change Allocations", and follow the instructions provided.
  • How do I change my address, e-mail address, or other contact information?
    Change your address or E-mail for all life and annuity products that you own by:

     

    Logging into the Equitable website and, on the Portfolio Summary page, selecting the Personal Settings link. Selecting the appropriate choice from the menu displayed.
  • How are transactions confirmed?
    If you have clicked on the submit button and received a reference number then your request will be filed. If your request is valid according to the terms and conditions of your Product, then the change will be reflected on our records with the completion of our valuation update. This normally occurs at 4 AM the following business day. You will be mailed a Confirmation Notice, which will provide the details of your request.
  • When will requests submitted in the client portal be viewable?
    If the request is valid according to the terms and conditions of your product, you will see the change(s) reflected the morning of the next business day. For example, if a valid transfer is completed on Tuesday at 2 PM ET, that activity will be reflected after our 4 AM ET refresh is completed on Wednesday morning.

     

    For address changes, if the request is valid, you will see the change(s) reflected in your account in approximately 5 business days.
  • I have a reference number but the change(s) do not appear?
    If a request were made on a non-Equitable business day (such as a Saturday) then the change(s) would be effective on the next Equitable business day and would appear the morning after our records have been refreshed. If a request is made on an Equitable business day but the request did not meet the terms and conditions of your product, we will attempt to contact you by telephone and send you a letter explaining why it could not be processed. You may also contact us toll-free at 1-877-222-2144 and select the appropriate prompt for life or annuity.

     

    For address changes, if the request is valid, you will see the change(s) reflected in your account in approximately 5 business days.
  • Any transaction submitted after 4 PM - what will happen?
    Generally, only requests that have been received by 4:00 PM ET will be processed on an Equitable business day. If we receive a request after 4:00 PM, ET, it will be processed on the next Equitable business day.
  • Can I cancel a transaction?
    Requests received in the Equitable client portal for the current Equitable business day will be listed on the Transaction Summary page. Prior to 4:00 PM, ET, the requests will have a status of 'pending'. Pending requests can be cancelled prior to 4:00 PM, ET, by selecting the Delete button for the specific request on the Transaction Summary page. After 4 PM, a submitted request cannot be cancelled.
  • Transaction Summary - what requests show here?
    Only requests submitted in the Equitable client portal and by Interactive Telephone will be reflected on the website. Any Annuity requests processed through TOPS (Telephone Operated Program Support) or sent in by paper will not appear on the online Transaction Summary screen.
  • If the Equitable client portal is not available, how can I transfer amounts or change allocations?
    If you have a PIN, you can use the Automated Voice Response System for your Equitable or MONY Product

     

    EQUI-VEST® call 1-800-755-7777
    Accumulator® call 1-888-909-7770
    MomentumSM call 1-800-821-7777
    MONY Life and Annuity products, call 1-800-487-6669

     

    For Equitable Life, you can reach Assisted Service by calling Toll Free 1-800-777-6510; enter policy number and Personal Identification Number (PIN) and request Customer Service. Assistance is readily available during business hours.

     

    If you do not have a PIN, you may reach a Customer Service Representative from these numbers during our normal business hours.

     

    If you are unable to reach us by telephone, you should send a written transfer or allocation change request to our administrative office. For mailing address information, go to the Support page for your product.
  • How do I make a payment online?
    You must be Registered in the Equitable client portal website to make a payment online.

     

    From the Portfolio Summary, select ""Make A Payment"" from the dropdown menu next to the policy number. Note: if you do not see ""Make a Payment"" in the menu, this functionality is not available for your policy at this time. Follow the instructions provided.

Online account features & benefits

  • What features are available through my online account with Equitable?
    Our client portal provides registered customers a consolidated view of life and annuity contracts, 24 hours, 7 days a week. Customers can log in to:

     

    Check Account Details
    Annuities - Plan type, ownership and account value
    Life - Face amount, cash value and available loan value
    Investment option balances, investment allocation and daily fund prices
    Premium/Contribution information

     

    Manage Your Portfolios
    Transfer amounts among investment options
    Change the investment allocation for future premiums/contributions
    Make a payment or contribution
    Request a loan against your life insurance cash value
    Sign up for electronic delivery of statements

     

    Review Investment Performance
    Annualized year to date, 1 year, since inception, and where available, 3, 5, and 10 year performance
    Investment objectives, strategy, portfolio composition and top 10 holdings for all options
    Quarterly Portfolio Highlights

     

    Access Customer Service
    Find answers to frequently asked questions about your policy/contract
    Print service forms
    You should be aware that not all contracts and/or policies are supported online at this time. Policyholder/Contract holders must be registered with the Equitable client portal to obtain the online services listed above. If you are a plan participant, your Plan Sponsor must agree to make online access available for you. During registration, clients are asked to accept our Online Services Agreement. The use of Equitable client portal is only available on the terms and conditions set forth in the agreement.
  • Who can access the information in my online account?
    Only an owner (including owner/insured) or an annuitant (or plan participant) of an Individual or jointly owned contract or policy can register and login to the Equitable website. At this time, fiduciaries and corporate owners are unable to register. Please note that a Social Security Number or Taxpayer ID number is necessary to register.
  • Can I sign up for online account access without a social security number?
    At this time, only clients with a Social Security number can register to use the Equitable client portal.
  • How can I prevent online access to my accounts?
    Please contact our Help Desk at 1-877-222-2144 and ask that your account be suspended from internet access.
  • What MONY Life and Annuity product information is accessible online?
    At this time, the following life and annuity plans are available through the Equitable client portal. Note that only active inforce contracts, policies and accounts will displayed.

     

    MONY Life Insurance
    Endowment
    Interest Sensitive Whole Life
    Last Survivor Universal Life
    Last Survivor Variable Universal Life
    Last Survivor Whole Life
    TermUniversal Life
    Variable Universal Life
    Whole Life

     

    MONY Annuity
    MONY C Variable Annuity
    MONY Customer Master
    MONY L Variable Annuity
    MONY Variable Annuity
    The MONYMaster
    The ValueMaster

     

    Issued by: AXA Equitable Life Insurance Company(AXA Equitable), MONY Life Insurance Company of America (MLOA) in all states except New York and MONY Life Insurance Company in New York, New York, NY 10104.

     

    Distributed by: AXA Advisors, LLC, 1290 Avenue of the Americas, New York, NY 10104, 212-314-4600. AXA Equitable and AXA Advisors are affiliated companies.

Passwords

  • I forgot my password?
    If you have forgotten your password, you may reset it online. From the Sign in page, select ""Forgot your User ID or Password"" and follow the simple steps to restore your access to all your account.

     

    Note that your password is case-sensitive (e.g. PASS56 is different from pass56). Your password must contain both letters and numbers and 8 to 15 positions. Remember that this password is for use on the Equitable website only. Your TOPS PIN remains the same.
  • Is resetting my password online secure?
    Yes. The resetting of your password is performed in a secure environment. To make sure that your account is not compromised, we ask that you enter the specifics that were required when your original enrollment was processed. As a precaution, we ask for additional information that only you would know. Once you reset your password, you should keep it in a safe place.

     

    Equitable will not be responsible for any consequences resulting from the unauthorized use of your password. For any online transactions, a confirmation notice will be mailed to your address of record. If you receive a confirmation for a transaction that you did not request, call us immediately at 1-877-222-2144.
  • What is the account number?
    The account number represents your policy number (for life insurance clients), contract number (for annuity customers), or participant number (for Momentum clients).
  • Whose date of birth is required?
    We require that the date of birth of the insured or the annuitant for the policy, contract or certificate (not the owner) you are entering.
  • Does resetting my password work in all situations?
    There are some instances where you will not be permitted to reset your password. If your account has been suspended you will need to call 1-877-222-2144.
  • How do I change my password?
    Sign in to the Equitable website. On the Portfolio Summary page, select the "Personal Settings" link. Select the "Change Password" option and follow the instructions provided.
  • Can anyone else request transactions on my account?
    Only the policy or contract owner, using the Social Security number and designated password, can process transactions. Once you receive your password, or reset it online, you should keep it in a safe place.

     

    Equitable will not be responsible for any consequences resulting from the unauthorized use of your password. For all online transactions, confirmation notices will be mailed to your address of record. If you receive a confirmation for a transaction that you did not request, call us immediately at 1-877-222-2144.

Security

  • Is access to my personal information secure?
    Yes, access is only permitted to customers who successfully complete the registration process and login with the appropriate password. During registration, certain information is verified, including the contract or policy number, social security number and date of birth. In addition, the Equitable website utilizes an encryption system that scrambles your information as it passes over the Internet.
  • Can anyone else request transactions on my account?
    Only the policy or contract owner, using the Social Security number and designated password, can process transactions. Once you receive your password, or reset it online, you should keep it in a safe place.

     

    Equitable will not be responsible for any consequences resulting from the unauthorized use of your password. For all online transactions, confirmation notices will be mailed to your address of record. If you receive a confirmation for a transaction that you did not request, call us immediately at 1-877-222-2144.
  • How do I know if my session is encrypted?
    Depending on the browser you are using, you will see an icon on the screen indicating that you are in a secure environment. Microsoft® Internet Explorer™ will display a closed padlock on the lower right corner.

Website / browsers

  • What web browser should I use for the Equitable website?
    This site looks best when viewed with browsers such as Google Chrome, Microsoft® Internet Explorer (version 10 or greater) or Firefox. 
  • How do I clear an error that continues to reappear?
    Clients that use our sites frequently to access their accounts sometimes encounter errors that have already been corrected. Clearing cache may eliminate this (cache memory is used by the browser to keep local files of frequently accessed documents).

     

    Steps to clear your cache memory are frequently found within the History or Internet Options menu choices within the browser options settings. If you cannot find this option for your specific browser, you may conduct an internet search for ""clearing cache memory in [insert browser name] browser"" to get help online.
  • Where do I call with technical questions?
    If you have a general or a technical question about the Equitable website, please call us toll-free at 1-877-222-2144.