Retirement Online is the fastest and most convenient way to access your retirement account information and conduct business with NYSLRS. In many cases, you can use Retirement Online instead of sending forms through the mail or calling. For example, members can estimate their pension or apply for retirement, and retirees can get their 1099-R tax form or update their federal tax withholding.
Here’s some information to help you register, reset your password, unlock your account and more.
Register for Retirement Online
If you don’t have an account, learn more about Retirement Online and click Register Now. You will be asked to identify yourself, confirm your Social Security number and verify your identity for security reasons.
Next, you’ll create your User ID and password. Retirement Online has requirements to help you create a password that won’t be easily guessed or broken, but the Social Security Administration offers some additional helpful tips, including:
- Instead of just random characters, use longer, easy to remember phrases in your password.
- Use different passwords for your online accounts, so a single stolen password doesn’t compromise multiple accounts.
- Don’t use personal information like your birthday or a pet’s name in your password.
For step-by-step instructions, read our How to Register guide.
Select Security Questions and Remember Your Answers
After you sign in for the first time, you’ll need to choose security questions and submit answers. Make sure you remember your responses. You’ll have to answer these questions again to look up your user ID, reset your password or unlock your account.
For step-by-step instructions, read our Selecting Your Security Questions guide.
Keep Your Password Current
Retirement Online passwords expire after one year. Be sure to sign in to Retirement Online and update your password before it expires.
Look Up Your User ID or Reset Your Password
If you forget your login credentials, you can look up your User ID or reset your password.
Look Up Your User ID
- Click Forgot ID link.
- Enter your information (all fields are required) so we can identify you.
- Answer the security questions you created when you first registered.
For step-by-step instructions, read our Forgot User ID guide.
Reset Your Password
- Click Forgot Password link.
- Enter your User ID so we can identify you.
- Answer the security questions you created when you first registered.
For step-by-step instructions, read our Forgot Password guide.
Unlock Your Account
Use Preferred Web Browsers
Retirement Online works best in Microsoft Edge and Google Chrome.
Clear Your Cache
If you’re having trouble signing in, clearing your browsing data may help.
For step-by-step instructions, read our Clear Your Cache guide.
Additional Information
Retirement Online is generally available:
- Monday, Wednesday and Friday: 7:00 am to 10:00 pm
- Tuesday and Thursday: 7:00 am to 6:00 pm
- Saturday and Sunday: 6:00 am to 11:00 pm
For the latest hours of availability, visit the Retirement Online Sign In page.
IPlease help me unlock my account. I have been on holf for 40 minutes on the phone.
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I do not have a username or password for online access. My employer provided me with my NYSLRS ID and member registration number. I attempted to register online, but I keep receiving errors and have been unable to reach anyone through the phone number provided.
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My employer provided me with my NYSLRS ID and member registration number, but I cannot access my online account. I attempted to call for assistance, but received no help.
We’re sorry for the trouble accessing Retirement Online. Your message is important to us, and we have sent you a private message in response.
I need replacements 1099 s for my husband and myself ASAP, how can I get them quicky
Retirement Online is the fastest way for your husband to view, save or print his 1099-R.
For more information about 1099-R tax forms—including how to request a reprint of your 1099-R tax form by mail—visit our Taxes and Your Pension page.
Did not receive 1099R from inherited account. Attempted to register online and receive message “Error” Your account is not available for self-service, please contact NYSLRS”
Tax preparer requires this document to complete tax prep for 2025. Please Help.
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Please help in accessing my account online. I have been locked out of the account. Thank you.
Greg Luisi
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Currently locked out of my account. Cannot reset my password.
We’d like to help resolve your issue. Your message is important to us, and we have sent you a private message in response.
I cannot access my account it says it is locked.
We’re sorry for the trouble signing in to Retirement Online. Your message is important to us, and we have sent you a private message in response.
I am trying to log in and is says my account is locked, when I click ok, it just closed the window, no option to change my password
We’re sorry for the trouble signing in to Retirement Online. Your message is important to us, and we have sent you a private message in response.
Unable to access my account and tried calling to no assistance
We’re sorry for the trouble. Your message is important to us, and we have sent you a private message in response.
i just have my account unlocked and reset my password, so i tried to log in to get a one time code but i noticed the last 4 digit of the number was unfamiliar number, that wasn’t my number, so i sent a secured message to have my phone number to be update back to my correct phone number on file, so how long will it take correct my phone number back to what i have on file?
The information I received from you, “account is locked,please call.” Call but no assistance
We’re sorry for the trouble. Your message is important to us, and we have sent you a private message in response.
I have a new cell number and cannot receive security code to old cell #. i cannot enter site. Hold time on 866 number is 47,000 minutes it said.
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I am unable to log in, my account has been locked. I do not receive a pop up, on my computer or phone and have been unsuccessful at reaching anyone. Can someone please help me?
Thank you,
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Cant log on or get through to change pension .direct deposit,
We’re sorry for the trouble. Your message is important to us, and we have sent you a private message in response.
I am also locked out of my account and cannot get through. I follow the prompts as you suggest and it tells me your busy, try again later then “Goodbye”……it’s frustrating because every single time I use this website tells me my credentials are wrong. They’re not, I literally have to change them every single time
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March 2. Trying for hours to contact anyone there for help. Your help screens telling users how to reset their account don’t work. One of the help screens says to click on the Okay button when the login fails and they will send you a message. This doesn’t work. None of the phone numbers for NYSRS get a responsive except for an endless wait queue.
I had an account working in the Summer of 2025. I saved login and password in a password manager. The password manager works with 100 other accounts I use, but not NYSLRS. Neither the 518 help number nor the 800 number does anything but put you on hold. When I tried signing in this morning using the password from last summer my account got suspended.
We’re sorry for the trouble. Your message is important to us, and we have sent you a private message in response.
i cannot get into my account to get my information for my tax return. My telephone number has changed and I cannot find a place on your website to indicate the new number where I can be reached.
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I am locked out of my retirement on line account please help me
For help with Retirement Online, check the Tools & Tips section of our Retirement Online page. You can find step-by-step guides to unlocking your account and more.
If you still need help, please call our customer service representatives at 866-805-0990 (press 2, then follow the prompts).
Account is locked but when I call no one is available
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It would be really nice if somebody would just answer the phone when you try to call
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I have been trying to get into my account for months, but nothing is working. I have called and even put in a request, but no one has helped me get in. I need help with my username and password.
We’d like to help. Your message is important to us, and we have sent you a private message in response.
I am trying to retire; I used the online method and received an e-mail stating I did not fill out the form correctly and to log into the retirement website. I have been locked out of my account. I am not receiving any prompts to answer security questions. It says to contact support.
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Every time I try to reset my password with the Forgot Password option, it says the system has encountered an error. I can never get anyone on the phone to help!
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Can’t sign in. Have new phone Number,
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I am trying to sign in to Retirement online and I am out of town. The site keeps wanting to send me a code, but they want to send it to y landline. How do I get them to send it to my cell phone??
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I am constantly locked out of my account. Is there a way to unlock it without waiting at least 40 minutes for a customer service representative? I have been trying to get into my account
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I am trying to sign in to my account, but it is saying it does not recognize the device and wants to send me a confirmation code. I have a new number. It is trying to send the code to my old number which is no longer my number. How do I change the phone number to send the code to??
We’d like to help. Your message is important to us, and we have sent you a private message in response.
I changed my phone number and can’t get my security number
We’d like to help. Your message is important to us, and we have sent you a private message in response.
I’m trying to sign into my account but it says the page is no longer available
Go to our Retirement Online sign in page to access your account. If you are still having trouble signing in, please call our customer service representatives at 866-805-0990 (press 2, then follow the prompts). You can also message them using our secure contact form. Filling out the secure form allows them to safely contact you about your personal account information.
I have moved and I want to update my information. The phone number you have on file is no longer in use. Not only that, it was a land line and does not accept texts. I need help FAST! I still have not received my W2 form. Please help.
Penny Watkins
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I am trying to sign in to my account, but it is saying it does not recognize my device and wants to send me a confirmation code. I got a new phone and had to get a new number. It is trying to send the code to my old number and I do not have access to that number anymore.
Your message is important to us, and we have sent you a private message in response.
I am trying to sign in to my account, but it is saying it does not recognize the device and wants to send me a confirmation code. I have a new number. It is trying to send the code to my old number which is no longer my number. How do I change the phone number to send the code to??
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I am having the same problem and do not know where to change my number so I can get the security code to log on.
We’re sorry for the trouble signing in to Retirement Online. Your message is important to us, and we have sent you a private message in response.
My account has locked again, I can’t sign in.
Most users can unlock their account and set a new password through a two-factor authentication process.
If you still need help, please call our customer service representatives at 866-805-0990 (press 2, then follow the prompts).
on Hold for over 1 hour. I am trying to sign in to my account, but it is saying it does not recognize the device and wants to send me a confirmation code. I got a new phone and had to get a new number. It is trying to send the code to my old number which is no longer activated. How do I change the phone number to send the code to?
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I have the same problem…I have new phone number, but cannot get to profile to change my number.
IWaiti time to speak to someone is 62 minutes. Please advise.
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I changed my phone number and can’t get my security number
We’re sorry for the trouble signing in to Retirement Online. Your message is important to us, and we have sent you a private message in response.
I cannot get in I have tried two days and you don’t accept my password or user name I am the beneficiary my husband was an employee of the Port Authority
For help with Retirement Online, check the Tools & Tips section of our Retirement Online page. You can find step-by-step guides to retrieving your user ID, resetting your password, unlocking your account and more.
If you still need help, please call our customer service representatives at 866-805-0990 (press 2, then follow the prompts).
I am trying to access “view my pension check” online but despite trying all of the steps suggested, I am still unable to access the information.
We’d like to help resolve your issue. Your message is important to us, and we have sent you a private message in response.
I cant seem to get a text message or a phone call to log into my account
We’d like to help resolve your issue. Your message is important to us, and we have sent you a private message in response.
I need to reset my password, unable to sign in.
We’d like to help resolve your issue. Your message is important to us, and we have sent you a private message in response.
I am trying to sign in to my account, but it is saying it does not recognize the device and wants to send me a confirmation code. I got a new phone and had to get a new number. It is trying to send the code to my old number which is no longer activated. How do I change the phone number to send the code to
We’d like to help resolve your issue. Your message is important to us, and we have sent you a private message in response.
I have been locked out of my account for a week now. Ive been put on hold for an hour twice. Told to call back another day once, and I have filled out email form as well. All I want is to be able to get into my account. Why is this so difficult for NYS ???
We’d like to help resolve your issue. Your message is important to us, and we have sent you a private message in response.
I am trying to sign in to my account, but it is saying it does not recognize the device and wants to send me a confirmation code. I got a new phone and had to get a new number. It is trying to send the code to my old number which is no longer activated. How do I change the phone number to send the code to?
We’d like to help resolve your issue. Your message is important to us, and we have sent you a private message in response.
i am locked out of my account and cannot get in. there is no prompt for security questions or code. 110 min wait! can you help me? thank you
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75 minute wait ….. I originally registered before 2017, I was told that I needed to REREGISTER, I needed information on how to REREGISTER, none was available,
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This on-line app is stupid I forgot password all my info now log-in is just rediculous I get no where with this app. Help anyone.
We’re sorry for the trouble signing in to Retirement Online. Your message is important to us, and we have sent you a private message in response.
I am locked out of my account. There is no choice to click on to reset. When I call it said the wait time was 128 minutes. Can you please help me to unlock my account!
We’re sorry for the trouble signing in to Retirement Online. Your message is important to us, and we have sent you a private message in response.
I would like a copy of my pension award letter but when you call the number, I’ll try to sign in. There’s a problem. I wish I could get called or send my pension award letter.
We’re sorry for the trouble getting through to our Call Center. Your message is important to us, and we have sent you a private message in response.
The tips to unlock my retirement account wont work because there is no option to receive a security code. When I call I’m told there is a high volume of calls and to call back and it hangs up. You could at least put us in a call back que. This is kind of ridiculous.
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Wow…68 minute hold time to speak to a customer service rep.
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I have the same issue as everyone else on this page, i’m locked out of my account and the automated system hangs up on you! what kind of self-service is that?? Can someone help please, the only message i get is to contact you by phone, i do not get a choice of getting a code by text, etc. Please call me or e-mail me. 917-848-3047
We’re sorry for the trouble signing in to Retirement Online. We have forwarded your number to a customer service representative. You should hear from them soon.
How do I get to change the telephone contact number? I moved over 4 years ago and would like to reset it to my current landline number
Retirement Online is the fast and convenient way to view and update your phone number.
If you don’t have a Retirement Online account, you can:
I need help, I am locked out of my account.
For help unlocking your account, please call our customer service representatives at 866-805-0990 (press 2, then follow the prompts). You can also message our customer service representatives using our secure contact form. Filling out the secure form allows them to safely contact you about your personal account information.
I need assistance to get back in my account that I am locked out of. Please.
For help unlocking your account, please call our customer service representatives at 866-805-0990 (press 2, then follow the prompts). You can also message our customer service representatives using our secure contact form. Filling out the secure form allows them to safely contact you about your personal account information.
locked out of my account Would like to reset but it won’t let me. I clicked on reset password and it won’t process.
Any help would be appreciated.
thank you
For help unlocking your account, please call our customer service representatives at 866-805-0990 (press 2, then follow the prompts). You can also message our customer service representatives using our secure contact form. Filling out the secure form allows them to safely contact you about your personal account information.
The system in place is clunky at best. If you get locked out of your account, the only option is to call by phone and wait an hour or two (literally) until someone picks up. The locked account instructions on the website do not work. Very frustrating!
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Unfortunately this system is setup in such a way that if you travel abroad or use a VPN the system would immediately lock you out. This would mean waiting for hours on the phone to unlock your account. God forbid someone retires and then decides to travel or to spend several months in Costa Rica. Safety is important but paranoia hurts everyone.
I have reached out a few times via email and never received a response, and the automated call did not fix this. I am unsure if I have an account already, it won’t let me reset password via email, sign up, or do anything else. An email from a representative would be appreciated.
We’d like to help resolve your issue. Your message is important to us, and we have sent you a private message in response.
i cannot get into my account to get my information for my tax return. My telephone number has changed and I cannot find a place on your website to indicate the new number where I can be reached.
For help signing in to Retirement Online, please call our customer service representatives at 866-805-0990 (press 2, then follow the prompts).