Where do I log in to see my account?
You can access your account by clicking on the red login button located on the top, right corner of every page of our site. If you don’t have login information, you can gain access via the red “Register” button. 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 login 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 account summary. This will be optimized for mobile in late February. When all other audiences log in (employees, financial professionals, etc.) their experience will remain the same as it did before we redesigned our website.
How do financial professionals, employees or brokers log in to the site?
Access the login panel by clicking on the red button located on every page of the website in the top right corner. Then, simply enter your login credentials in the login panel.
How do I view the information?
To view the information on the screen, use the arrows on the right to scroll up and down and those on the bottom to scroll left and right. Using the print function, you can print all of the pages displayed at once for easier viewing.
How often is my account information updated?
Account information is generally updated after the close of every business day. In the AXA website, this information will normally be available after a refresh is completed at 4 AM ET.
Why is "Unit Value" shown as NA?
Due to a technical problem, the mainframe is currently unable to retrieve the value of units of that investment option. This is only a temporary problem and you should try again later.
Can I view my spouse's accounts?
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?
How can I verify account details?
If you have a specific question about contract or policy details provided in AXA-Equitable.com, call us toll-free at 1-877-222-2144 and select the appropriate prompt for life or annuity.
How does Online Access compare to Voice Response?
In terms of functionality, the main difference between the two systems is that the AXA website provides access to investment performance. You can view performance - annualized year to date, 1 year, since inception, and where available 3, 5, and 10 year performance and review objectives strategy, portfolio composition and top 10 holdings for all investment options.
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 AXA 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 AXA 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 AXA 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 AXA website 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 AXA Equitable business day. If we receive a request after 4:00 PM, ET, it will be processed on the next AXA Equitable business day.
Can I cancel a transaction?
Requests received in AXA-Equitable.com for the current AXA 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 AXA-Equitable.com and the AXA-Equitable VOICEIT 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 AXA website 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 AXA 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 AXA 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 Contact Us page for your product.
What is the sequence of fund transfers - online vs. voice response ..?
The order in which we process requests is
- Properly completed written requests received at the Processing Office are processed first.
- Time stamp of requests submitted through the AVRS and AXA-Equitable.com dictates the order in which they are processed. The request submitted earlier gets processed first.
How do I make a payment online?
You must be Registered in the AXA 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
I forgot my password?
If you have forgotten your password, you may reset it online. From the login page, select "Forgot your password?" and follow the simple steps to restore your access to all your policy/contract values.
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 AXA website only. Your TOPS PIN remains the same.
AXA Equitable VOICEIT, our Interactive Telephone utilizes a 6-digit Personal Identification number (PIN) that you create when calling about your AXA Equitable Life Policies. You will be prompted on your first call to establish a 6-digit PIN. If you forget your PIN, just say "I don't know it" and VOICEIT will guide you through reestablishing the PIN. Our Interactive Telephone, AXA Equitable VOICEIT, allows you access to all your AXA Equitable Life Policies 24 hours a day/7days a week by calling Toll Free 1-800-777-6510.
Is resetting my password online secure?
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.
AXA 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?
Login to the AXA website. On the Portfolio Summary page, select the "Personal Settings" link. Select the "Change Password" option and follow the instructions provided.
Can anyone else change my password?
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. A confirmation letter will be mailed to your address of record whenever a password is reset online. If you receive a confirmation for a transaction that you did not request, call us immediately at 1-877-222-2144.
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 AXA website utilizes an encryption system that scrambles your information as it passes over the Internet.
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. With Netscape Navigator® you will see an unbroken key in the lower left corner of the browser. Netscape® Communicator will also display a closed padlock in the navigation toolbar. Microsoft® Internet Explorer™ will display a closed padlock on the lower right corner.
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.
AXA 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.
What web browser should I use for the AXA website?
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 to keep local files of frequently accessed documents.
To clear cache memory in NETSCAPE
- Open Browser
- Click on EDIT, Preferences
- Expand (click on the plus sign) Advanced category
- Click on Cache
- Click on Clear Memory Cache and Clear Disk Cache
Are there charges for the AXA website connect time?
No. It is advised, however, that you check with your local Internet Service Provider for any charges to connect to the Internet.
Where do I call with technical questions?
If you have a general question or a technical question about the AXA website, please call us toll-free at 1-877-222-2144.