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Pre Login Help

Pre Login Help


The following list contains answers to the most frequently asked questions. They are grouped by category. 
NOTE: Please check below for the answer to your question before contacting the Voya Service Center. 

First Time Users | General Information |Accessing the Site | Contact Us | Technical Information | Printing Information


First Time Users 


Is registration required?
Yes. In order to access your personal account information online, you must first register for access to ingservicecenter.com. It's a one-time process that takes just a few minutes. You will need to have your Social Security Number or Taxpayer Identification Number and either your PIN or Policy Number. 


If any page reappears with "red alert messages(s)" at the top of the page, follow the instructions and repeat the step.


A confirmation of your sign up will be sent to the email address you provided during sign up.


*NOTE: Your PIN is different and separate from your new Password. If you are a new customer, you can request your PIN in step 1 of registration by filing in the requested fields after clicking "Forgot Your PIN?" Or you can call the ING Service Center to request a PIN. Yout PIN will be sent to you by mail. 



Choosing a User ID?
Choose a User ID you can easily remember. The following requirements help ensure that your User ID is unique and secure. We strongly recommend that you do not use your Social Security Number as your User ID.  NOTE: If you try to sign up with a User ID that does not meet these requirements or that is already taken, you will be prompted to try again.
Your User ID must be 6 - 20 characters in length and may contain both letters and numbers.
Your User ID may NOT contain any special characters (e.g. #, $, %, @, _).
Your User ID is not case sensitive.


Choosing a Password / Password Tips
Having a secure Password is especially important in order to keep your personal financial information confidential. The following requirements and tips help ensure that your password is not compromised:


- Your Password must be 8 - 20 characters in length and MUST contain at least one letter and one number.
- Your Password is case sensitive.

- Do not use common words as passwords.
- Do not base your password on personal information that is publicly available.
- Include a healthy mix of letters and numbers.
- Select a password that you can remember but is hard to guess for others.
- Change your password periodically and whenever you suspect that it is not secret.
- Do not share your password in any form - even with Voya employees.
- Always log out when you are finished using our account access site.



General Information


If I forget my Password, what do I do?
If you forgot your Password, you can select “Forgot Your Password?" on the log in page. After you have entered your User ID and successfully answered your security question(s), a message containing your new temporary Password will be sent to your email address on record. The temporary Password can be used only once and you will automatically be prompted to change this Password the next time you login to ingservicecenter.com. 


If I forget my User ID, what do I do?
If you forgot your User ID, you can select “Forgot your User ID?” on the log in page. After you have successfully answered your security question(s), a message containing your User ID will be sent to your email address on record.


Can I change my Password?
Yes, you can change your Password any time by navigating to the Web Profile page and selecting the View option for Password. After changing your Password and selecting save changes, you will automatically be directed back to the Web Profile page.


What does Voya Service Center do with my information?
Information gathered by Voya Service Center about its registered users is never sold to outside organizations. Your privacy is very important to us, as is safeguarding your personal information. Please review Voya's Privacy Promise for more information.


Accessing the Site  

General access problems
- Be sure you are using the new User ID that was sent to you via e-mail following sign up.
- Make sure your Password is being entered correctly. It is important to note that your Password is case-sensitive.
- After three consecutive unsuccessful attempts to log in to the service, you will receive a message that your account is locked. You will then need to reset your password (you will need to know the answer to your Security Questions).

If you continue to encounter problems with log in after verifying that your User ID and Password are correct, the following information may prove helpful:
- Try clearing the cache (Safar and Firefox) or temporary files (Internet Explorer) in your browser Options.
- Enable scripting within your browser. See your browser's Help function for specific instructions.
- If you have multiple browser windows open when encountering your login problem, try closing them, re-open one browser window and try to log in again.
- Please note: When making any changes to your browser settings, it is recommended that you restart your computer.
- In addition, pay special attention to any special messaging that the web site displays (e.g., Error Messages, instructions etc). Carefully read this information. It will assist you with proceeding through the site. 
Cookies must be enabled on your browser to use our site
Cookies are required to access our website and must be enabled in your browser. A cookie is an element of data that a website can send to your browser when you link to that website. It is not a computer program and has no ability to read data residing on your computer or instruct it to perform any step or function. Our policy is not to store any personal information obtained by cookies. Our site uses only "transient cookies" - a cookie that resides only in the memory of the computer. When the browser is closed or the machine is turned off, that cookie disappears forever.

Internet Explorer® 7.0 or higher:
- Select: Tools > Internet Options > Security > Custom Level.
- Enable: Allow cookies that are stored on your computer and Allow per-session cookies.

Firefox® 3.6 or higher:
- Select: Tools > Options > Privacy selection in the left part of the window.
- Expand the Cookies section.
- Check the Enable cookies and Accept cookies normally checkboxes.

Safari 5.0 or higher:
-From the Safari menu, click Preferences.
-From the Security dialog box, from Accept Cookies, click to select Always.
-Click Close.

Scheduled Maintenance Times - Voya Service Center
Voya Service Center is unavailable due to routine systems maintenance Sundays, 3 a.m. to 12 noon ET. 

Contact Us

Please click on Contact Us if you have any questions or comments for us.




Technical Information

What browser do you recommend?
Voya Service Center is best viewed using the following browsers:

- MS IE® (Windows) 7.0 and above
- Firefox® (Windows, Mac) 3.6 and above
- Safari (Mac) 5.0 and above
-Chrome 11.0 and above

Printing Information    

Page Orientation
Although Voya Service Center offers print versions of many of its pages, you will sometimes be required to print through your browsers print function. When using this function information can sometimes get cut off. This can happen when the Web page you are viewing is too large for your browser to print with its default setting. To print the entire page, change your printer setting from Portrait to Landscape. Landscape and Portrait are orientations for printing. Landscape is a horizontal page orientation giving you a wider page and Portrait is a vertical page orientation giving you a longer page.



You can change the print orientation for your browsers by changing the page setup option when you print:


Internet Explorer®:
- On the menu bar, select: File > Print > Properties
- Click the circle next to Landscape or Portrait to change the print orientation.

- On the menu bar, select: File > Print > Properties
- Click the circle next to Landscape or Portrait to change the print orientation.

- On the menu bar, select: File > Page Setup
- Click the circle next to Landscape or Portrait to change the print orientation.