Account Access

Tips for Account Access Transactions

Tips for Account Access Transactions
(Updated as of September 22, 2009)

Here are some tips to help you access your account information and complete transactions:

• Keep your Operating System and Browser up to date.  To ensure that you have the latest bug-fixes and security patches, it is a good idea to stay current with updates for your operating system and your browser.  Our documents are best viewed with Microsoft Internet Explorer 6.0 or higher, Firefox 3.0 or higher, Mozilla 1.7 or higher or Safari 1.2 or higher.
   

• Javascript should be turned on with your browser.
   

• Make the browser you are using the default browser.  To submit loan and withdrawal requests online, set your preferred browser as the default browser. To learn how to do this, go to the HELP menu of your browser and enter "default browser" into the search field. (This will only be an issue if you have more than one browser installed (e.g., Internet Explorer and Firefox).)
   

• Install a recent version of Adobe Acrobat PDF Reader.  To view Statements and submit online requests for loans and withdrawals (which are in Portable Document Format (PDF)), you will need Adobe Acrobat PDF Reader installed and properly configured with your browser. If you experience problems when submitting a loan or withdrawal request, we recommend that you install (or re-install) the latest version. (Click to download and install Adobe Reader.)
   

  • Browsers that are known to work with Adobe Reader for loan and withdrawal requests include the recent versions of Internet Explorer and Firefox.
    
    
  • View the latest matrix of compatible Browser/OS/PDF Reader combinations for Windows. 
    
    
  • The Safari browser on the Mac will work with Adobe Reader version 7, so long as the Mac operating system is version 10.3 or later and Safari is version 1.2.3 or later. (Note: After installing Adobe Reader on the Mac, be sure that Safari is not running the first time Adobe Reader is started.)
    
    
  • Using the Opera browser for loan and withdrawal requests is not advised, as there are known problems with using the Opera browser for this purpose.
    
    
  • When entering data into a loan or withdrawal request, Adobe Reader may display a message such as "You cannot save data typed into this form" or "You cannot save a completed copy of this form". You can ignore these messages, as the SUBMIT button at the bottom of the form will submit your entered data to the TSP.

  
  

• Clear your browser's cache.  If Adobe Reader displays a message such as "File is corrupt," you may need to clear the browser's cache. For information on how to do this, refer to the instructions in the FAQs
   
• Avoid the crowds.  Peak times are 8:00 a.m. to 4:00 p.m., eastern time, on business days.
   
• Click a button only once.  Multiple clicks will slow down or stop the system's response.
   
• Don't submit multiple transactions for the same request.  However, be sure you get the confirmation page for your transaction. (You should print this page for your records.)
   
• Saving Participant Statements to Disk.  You can save the statement (PDF file) to your computer disk (hard drive, CD-Rom, or diskette) for viewing or printing the statement offline via the PDF Reader program. To do this:
  
  
  • Click "Save Statement to disk" from the Participant Statement Menu.  
  • Click "Save" when the File Download popup box appears. 
  • Click "Save" when the Save As popup box appears, after verifying the Save In folder location (e.g., My Documents) and the file name (e.g., download.pdf).  
  • To view the downloaded statement, select the folder (e.g., My Documents) and file (e.g., download.pdf) using the Windows Explorer program, or clicking Start, Documents, My Documents.

  Remember, when saving the PDF file, the default filename should end with the ".PDF" extension.  If it does not, you can override the name and location during the download process.  Alternatively, you can rename the file as a ".PDF" after saving it to disk.  Regardless of the name, you can right click the file and choose "Open With," then select the Acrobat PDF Reader program.

• If using the Internet Explorer browser, check your Security setting (Tools, Internet Options, Security Folder).  Use either the Default Level or the Custom Level on the Low safety setting.  To do this: 
  
  
  • Go to Start, Settings, Control Panel, Internet Options, Security.  Then click on either Default Level or Custom Level.
  • If you select Default Level, click Apply and OK. 
  • If you select Custom Level, go to Microsoft VM, Java permissions, and slide the bar down to the Low safety setting.  If a popup box asks about changing to a lower level, click OK to change settings.
     
• If your browser gets stuck (i.e., nothing is happening), or you get the message "The page cannot be displayed" or "Access Denied", try the following:
  
  
  • Click Stop, click the Back arrow, and then click the link again, OR
    
  • Click Refresh/Reload on your tool bar.

  If you get the message "The page cannot be displayed" and Refresh/Reload does not work, go to the middle of the message and click on the link Detect Network Settings .  This should correct any out-of-sync settings. 

• Read the FAQs.  They provide detailed information that may help you solve the problems you are experiencing with accessing your account.