If you are seeing the error “Incorrect Username/Password Error”, this is most likely the result of a mismatch between your linked account's login credentials stored in Empower Personal Dashboard and the credentials at the financial institution's website.
The easiest way to confirm if the stored login credentials in your dashboard are correct is to take the following steps:
- Open up a text application on your computer (MS Word, Notepad, etc)
- Type the username and password you use for your account
- Use a web browser to log into the your financial institution's website and copy/paste the username and password from your text application.
- Log Out of the financial institution's website.
- Log into the Empower Personal Dashboard web application.
- Click on the account in error.
- Click the pencil icon to edit the account details.
- Click the "Edit" link in the upper-right of the Edit account window to the right of "User id and password".
- Update your credentials for the account by copying and pasting from the text application.
If you are still seeing an error message after following the steps above, please leave the account linked in an error state and contact Empower Personal Dashboard Support.