Empower ® Customer Service

Empower ® Positive Reviews

Good ProductI’ve been thoroughly impressed with both the product and the company’s commitment to quality and customer satisfaction. The product exceeded my expectations in every aspect, from its sleek design to its robust performance. The user experience is seamless, and it’s clear that a lot of thought and effort went into the development process. Moreover, the company’s customer service is top-notch. They are responsive, friendly, and genuinely care about their customers’ needs. Any questions or concerns I had were addressed promptly and professionally. It’s rare to find a company that combines great products with excellent customer support, but this company does it effortlessly. I highly recommend their products to anyone looking for reliability, efficiency, and a great overall experience. Five stars all the way!.Neo8910Version: 2.6.0

Confusing and difficult to use!I wanted to reallocate the investment funds in my Empower Ret. Portfolio but had an extremely difficult time location the spot on your App site to accomplish this. I called Empower and spoke with “David”. He gave me instructions for using the website, but I could not find the selections he spoke about on my account. He became a bit irritated with me because I thought on was on the website, but was actually on my tablet, which said that meant I was using the App and the materials were different on the app. I ultimately found the spot for reallocating my funds without his help because he said he was not used to using the app and couldn’t find it either. David told me not to use the “slide” because it was “touchy”. But there was no place to enter a percentage number on the app. Using the app to accomplish the reallocation was confusing and difficult. It was not intuitive at all. I had to make my selections several times because the changes were not visible and I was not sure that the information was being accepted. Finally, after several steps and missteps, I saw the “review my changes” and was able to verify that the reallocation I wanted was made correctly. All in all, it was a very confusing and frustrating experience..B-lieverVersion: 2.2.8

Font SizeI previously used the Empowering Personal Dashboard and absolutely loved it! The recent move to consolidate the Personal Dashboard into one overall Empower Dashboard was a good move, but it came with some issues that could have been handled better. First off, the new dashboard did not take into account members who had separate Empower Retirement accounts (as I did through my employer). There was no flag to merge this or to login with my Empower Personal Dashboard credentials. When I was redirected to the new dashboard login, it defaulted me to my Empower (Employer) Retirement account, which had none of my personal Dashboard info. It took some effort to resolve this in my own. Secondly, the new Empower Dashboard has a ridiculously small font. I have designed software for 20+ yrs. The new app design utilizes a font size that is well below standard accessibility guidelines. If the app chooses to utilize a small font by default, there should be a setting to increase the font size. The visual discomfort and legibility has been greatly compromised. The previous Empower Personal Dashboard was perfect. Please tell your developers. This is such a simple and necessary change..FunkjunkeechicVersion: 2025.10.23(2510.23)

Too small fonts, broken support/review options(1) The FONT now being used in the lower half of the screen (below the chart) looks to have gotten thinner and smaller compared to the prior version of the app - it’s now using a very thin/tiny font with substantial whitespace above and below. There is obviously ROOM for this font to be larger and thicker - it could nearly double in height without impacting layout - but there’s no option to do that. My sneaking suspicion is that the prior app respected the main iPhone settings “use larger text” and “use bold text” while the new app does not? With the new font, it’s needlessly hard to read the labels and dollar amounts of various sub-items; this seems like a regression from the prior version. (2) The “Submit Report Request” and “Rate our app” menu items are both broken. Trying to submit a report causes the app to crash/exit. Trying to rate the app does launch App Store but doesn’t then find your app, it rather throws up an error dialog..GlenraVersion: 2025.06.23 (2506.23)

Changing my passwordI have logged into my account several times without a problem now all I wanna do is change my password and your system is not allowing me to change my password and when I call a representative, they cannot help me change my password. When I ask to send me a text message I get an error, then I’m told to call a representative when I speak to the representative they can’t help me. What kind of business are you running? Well, I believe it’s a pretty bad business model when your customer can’t even change their password. Y’all need to figure out a system. Why is your website having so many problems? Please fix this issue. 😡.457832689643Version: 2.6.0

Definitely not the caliber of Mass MutalI am sad my retirement company mass mutual sold out to empower. After getting an invitation to their app I quickly noticed that much of my info that I thought would have migrated over is either not there like beneficiary information or the fact they have a 6 year old email address that is not even in use, although they used my correct email address to contact me???? This app is sad and not what I would have expected for the hype we received. After 30 minutes on hold to just speak with a person I am not impressed. As I am the manger over planned benefits I will be contacting our local broker to determine what other options their are versus empower. Never stay with a company just because they are big. I cannot recommend Empower at all at this time..Jnw588Version: 2.0.0

App is junkWill not let me log in my log in info is correct still can’t get in made calls get in sign out try to log in it don’t go it’s trash the other thing is I don’t believe my moneys being invested properly either if you use these guys request a paper statement with all of who what and where there investing your money to and start looking those up and do your research but be ready to find out your funding the Rick to get richer while you get pennys on the dollar back and they rack in the profit from your investments then these guys charge you a big fee to steal from you I’m considering cashing out and doing something else you should too.CoderedtedVersion: 2.0.3

Inconsistent Retirement Goal Calculations with PensionI have used the Empower Retirement app for several years and have consistently experienced an issue with the retirement goal calculation when a pension is included. The estimated annual income and goal percentage are not always calculated consistently. The goal indicator may fluctuate between roughly 95 percent and 115 percent without any underlying data changes. Toggling planning settings can sometimes temporarily correct the calculation, but the result does not persist. In some cases, the mobile app and the web portal show different goal percentages at the same time for the same account. Because this affects retirement readiness estimates, it makes it difficult to rely on the goal tracking feature for accurate planning..IsignedupVersion: 2025.12.22(2512.22)

Withdrawal experienceI thought it would be easier if I could just request and complete a withdrawal on the website. But I had to call and the wait time was was over an hour first time I called and ended up just being told I’d have to wait so many days since I had just changed my address on the website. I talked Tony that day and he was very nice and helpful. Second call I only waited about thirty minutes and Michael Clark made the withdrawal experience great. After talking with him I understood why you have to call instead of just doing the withdrawal yourself on the website. Both guys were great and although the call wait time is very long, they made my experience worth the wait. Thank you, Charlotte Sewell.Lolli-OllieVersion: 2.2.11

HardshipIn August I took a hardship withdrawal. Every time I called the wait times we’re excruciatingly long. Each time I spoke to a representative, the answers to my questions about the withdrawal were completely conflicting. At one point I was told I had plenty of time to change amount requested for withdrawal, but that information was also false. Empower had already sold the stocks and even though supervisors claimed to have listened to the telephone exchange where I was given incorrect information, they told me that there was nothing they could do. This company has much room for improvement and on many levels. The way I was treated was unacceptable..FGKateVersion: 2.2.14

Great jobI was a state employee for 30 years and have been enrolled with you guys since you came on board with the Commonwealth of Pennsylvania I retired almost 20 years ago and have been very happy with my account management. I used to be able to call and check my balances but that has stopped since I enrolled online I still would like to be able to call but otherwise I am totally happy with your service Since I am retired and only have a pension and Social Security for an income I thought I should talk to someone about reassigning my investments. I appreciate your knowledge and help in this matter thank you for all you do in protecting us retirees..Sure shot review number oneVersion: 1.8.2

New Updates Made Dashboard WorseOverall, the app is still solid, but the latest update really took a step backwards with the way my accounts are organized. The accounts used to be organized and grouped logically, all the cash accounts, investment accounts, and credit accounts were together in one place. Now my Empower accounts are grouped separately. I have an Empower savings account and 3 Empower investment accounts. So now if I want to quickly see how much cash I have on hand, I have to look 2 places and do mental math. If I want to see how all my investments are doing, I have to add up 4 accounts. Please go back to the old way of grouping! I can see why my Empower advisor might want my Empower accounts broken out separately, but it’s useless to me!.GregismynicknameVersion: 2025.10.03(2510.3)

You can do EVERYTHING in the app.I have other investment apps from previous jobs (now IRAs), and you basically can’t change anything on them - from beneficiaries, to allocation changes, etc, etc. You’re always lead to a browser, and from there, even more complications. This app OTOH is very robust and you can control everything, and see everything, within it. I dig around in it multiple times per week just for fun - watching my balance grow, scrolling through the transactions, changing my contribution percentage willy nilly based upon whatever financial situation I’ve got going at the time… Great app!.Dumbest Nickname In The WorldVersion: 2025.10.23(2510.23)

Missing key helpful featuresThis app needs a search feature the menus rarely contain a log of option (too compact). For example, the TCRS website says one of the things you want can do is reequwst a retirement be fits estimate, but I cannot find that option anywhere. Also, a lot of the content send me back out to the website which also doesn’t have comprehensive menus or a good search feature - what’s the point t of the app if all the info is t goi g to be in it?CAN DO IS REQUEST A RETIREMENT BENEFIT estimate. The 800 number is an option, but takes a long time; if you tell me I can do something g in self-service, there should be be a way to easily find it. Both the app and the website need some more user-friendly interface updates!!!.Holly in TNVersion: 2026.03.11(2603.11)

Good improvementSomehow my Empower account is logged in again under linked accounts so investments are double counted. There doesn’t seem to be a way to unlink these accounts. Update: I’m able to remove those accounts now and overall the app is pretty great. One critique would be that on payroll days I can see my contribution hitting my account, but it doesn’t seem like it’s necessarily included in my total account value until after the market closes. I understand that, but flagging it as pending to show the potential change in my total balance would be better. It seems unclear and I wonder if my stocks are underperforming or there’s something pending I can’t see..ObetogVersion: 2025.05.21(2505.21.2)

Doesn’t work if you have two jobs.I have two jobs that both use empower for retirement. I spent an hour on the phone with people from empower using me as a hockey puck, shuffling me around just to tell me that I was unable to have access to both of my retirement accounts on the App. This is not intuitive at all. Customer service reps had no clue about the issue until they tried to transfer me to technical service and came back on the line to tell me they weren’t transferring me since technical services were unable to do what I was requesting at this time, “but it’s being worked on.” Also, they had no timeframe to give on the completion of when the issue would be fixed..LcunninR8RVersion: 2.1.6

Thankful for appI work for a state government that offers a voluntary IRA along with it's mandatory 401k. The IRA is through Empower and being able to access it with an app is amazing given my states 401k isn't accessible by most third party apps.. Quicken, Personal Capital, etc.. None of them sync with my 401k, only Mint does, however Mint doesn't provide forecasting, returns, etc.. So basically it will only tell me my balance. I'm thankful because most government retirement accounts other than federal aren't really "tech friendly," as state and municipal governments aren't looking to spend money on things like mobile apps. Now, I would like to more information. Projected returns, historical, fee schedules, etc. It's a good app, built well, but it could use some depth..SrgatyVersion: 1.3.6

Missing some thingsIt’s not a bad app but missing a couple things 1. The app description says it’s being constantly updated to improve it but I’m not sure how they’re getting feedback and suggestions for improvements as there’s no obvious way to provide those suggestions from within the app. so my first suggestion would be to provide a clear way to do that from within the app. 2. There is no quick or obvious way to see your actual YTD earnings in the account overview or anywhere else as far as I can tell. I can see my account balance and my balance over time, but those numbers include my contributions. The app does not provide a way to view how much the account has increased in just market returns..Derek.orlingVersion: 2.8.2

AverageSlow response, difficult to reset password - makes you wait 24 hrs which is silly in the authentication era. No 24hour service, not even digital 24-hr service to help with simply account updates, etc. Customer service line via the app has limited hours, fast response (after a two minute digital filter process), & people with limited knowledge to handle problems and poor English vocabulary (most people in America speak english so I figured customer service for Americans should be in fluent English). Doesn’t communicate with Apple devices well so you have to manually update any changes onto your device. If you try and log on to the website as an employee of a company, it sends you directly to this app..JiggyAVersion: 2.8.11

Worst financial app I've ever hadIf you just wanna look at your money usually it works sometimes it doesn't. If you actually wanna manage your money move it around it's very painful and not intuitive but you kind of can get it done with the app. If you wanna take money out of your account like you would your regular banking app good luck luck it's a massive pain it works about 10% of the time and when it doesn't work it will not give you any feedback as to why it's not working and when you call for support they are completely unable to give you explanations. A financial banking app that will not allow you to take your own money out of your own account most of the time is pretty much worthless.I mouerVersion: 2.8.13

Canada SupportWould be amazing if it would allow Canadian accounts to.Andrewm52Version: 2.8.13

Widget not workingPretty good app overall, as long as you already have an account. However, the widget for iPhone doesn’t work..Hugo’s V’sVersion: 2.8.6

A bit confusing with insufficient optionsThe transaction does not allow for a “one time” adjustment. Only annual , quarterly or monthly..65camaroVersion: 2025.06.23 (2506.23)

Free International Money Transfer 💸Enjoy high maximum transfers into more than 20 currencies while saving up to 90% over local banks! The cheap, fast way to send money abroad. Free transfer up to 500 USD!AdvertorialVersion: 2026.04.22(2604.22)

Empower ® Negative Reviews

I’ve never left an app review beforeBut this app makes me so angry I feel I need to. I’m currently stuck in an endless loop at login. The app helpfully tells me they have found another account I own that can be linked, clicking on that explains that this action can’t be taken in the app and I need to call customer service, fine, whatever, it then takes me back to the previous screen with no other action but to try to link the account again. The app often just hangs on login after using Face ID. It sends ridiculous notifications to the phone like “your account has been logged out due to inactivity”, great, why should I care about that? What action can I take off the back of it? I can either ignore it and just be annoyed that my phone got a pointless notification. Alternatively I can re-open the app and login again, but why on earth would I need a notification to prompt me to do that? If I wanted to open the app again I would have done that myself and discovered at that point I would have needed to login again. Note to the people that design and build it: please just remember that this app is not the most important thing in people’s lives, in fact it falls completely into the “I don’t care, I just want to get in, do what I need to do, get back out again, as quickly as possible”. Your success should be measured by how little time people spend in your app, not how much, and breaking logins again doesn’t count.Aaron43215Version: 2.2.3

Frustrating and Disappointing AppAn institution in charge of large sums of folks’ finances, and that plays such a vital role in their future, should have a working app. Instead, THIS app takes forever to load (when it does), then often says “data unavailable” and won’t show chunks of key account info when it does load. I like the concept of linking all of my financial accounts in one dashboard for a big-picture view, but adding accounts is like pulling teeth. I managed to add one external account after numerous attempts, but that’s the extent of my luck… Anytime I try to add more accounts it’s always one error or another, or it’ll get stuck while verifying the account info if I’m even able to get that far. I can’t emphasize enough how disappointing and unreliable this app is, especially compared to other financial apps I use like Chase or even my state credit union. If they weren’t attached to my pension, I’d be looking elsewhere. I give it two stars instead of one because it does somewhat regularly show the info for the one retirement account, but it’s overly basic, unreliable and doesn’t fulfill its promises. Hard to trust a company with my future when they can’t manage the day-to-day stuff….JMoore501Version: 2.6.0

Insufficient app and poor quality serviceWe were beneficiaries on our son’s 401k so the funds were rolled over into accounts for both my husband and I. Never received communication on setting up an account so I had to inquire myself. I tried to set up my account first and had difficulties which required me to call in. I was never given a pin. Was on hold forever, then got transferred twice. Was going to be transferred again and ended up on hold asking the same info I had already given as if I was a brand new call. Gave all the info again, got another new person, had to explain why I was calling for the 3rd time, was transferred again and ended up getting caught in the automated loop again. Ended up being on the phone for over an hour. Finally got it set up. Then we thought we had my husbands account set up only to attempt to get into it today and got an error message. Again was on hold back and forth for about 45 minutes and finally got his to work. My husband never did receive the account transfer confirmation that I received. Was told our request would take at least 10 days. Was going to print a custom statement through the app, but it doesn’t show an account name on the report. We need a report for home equity loan purposes, so it’s vital the report contain our name. Asked to be sent a statement and was told I’d need to mail in a request with specifics on what we needed and it would take about 17 days. While on hold, the jingle that is played over and over gets very annoying and is way to loud and poor quality. So far I’m not impressed with Empower. Only thing you’ve got going so far is the employees who have attempted to give customer service. They are friendly, polite but can only produce what you’re system is capable of which appears to be very little..BoW wOw!Version: 2.1.3

Honestly HorribleDo yourself a favor. Sort for most favorable reviews. Nearly all of them mention speaking with customer service. That means, best case scenario, you’re calling customer service to deal with this absolute plague of an app. This app is without a doubt the worst finance all I’ve used. To begin, if you have a problem, good luck. They have a chatbot with canned questions. They try to pass it off as an AI but it isn’t. It just navigates you through a frequently asked questions list. Surprise surprise, your question isn’t going to be on there because it wasn’t written by Empower’s marketing team. If you want a simple question answered, be prepared to call them on the phone, be directed though a 2000-style question bot, wait for hours, and get someone who tells you they can’t help you. For anyone who knows anything about finance, I’ll say this. Their “annualized rate of return” factors in your contributions. There is NO WHERE on the app that allows you to see how your money is actually doing. All the graphs show the same level upward trajectory if you contribute regularly and in the same amount. Literally zero ability to evaluate the fund’s performance. It doesn’t show you your Daily Cash increase and decrease. It essentially is a marketing tool saying, “Don’t worry everything is going great just don’t look at this”. This seriously feels like a scam. I cannot believe so many employers forced this on their employees. I’m just waiting for the day I find out I don’t have any retirement savings because Empower stole it all. If my employer didn’t force me to, I would never ever use this app. It is seriously the worst. I’m guessing all these 5-star reviews are fake because I don’t see how anyone could use this app and think it is halfway decent. It is total and complete garbage..JaredEebVersion: 2.7.2

Used to be greatThis review is coming from someone who came to empower when they acquired/rebranded personal capital. The cut over at that time was a lot smoother since they kept the same application and just renamed it. Recently it seems that empower is trying to move everyone’s data into one application. I’m sure this decision was made as a cost savings measure. However, since the cut over there have been more backend issues and this seems like more of a mad dash to get a new system up and running. While this application has the retirement tag to it I would assume this will likely change to be the one stop shop for Empower. From a services standpoint Empower has operated just fine and in all fairness I haven’t checked to see if there are backend issues when trying to log onto the website. As strictly a net worth tracker this down time would be fine. However if you have funds in their savings account this proves troublesome. Until these issues are resolved they get a 1 star review because they should have had a little more foresight on how this change could affect end users..Crazygamer101Version: 2025.08.13 (2508.13)

Lacking in features - now can’t loginI wish I could go back to voya. Ever since my company changed to empower - I’ve felt so much less empowered managing my 401k. This app has always been flawed but now I can’t even login after the last update. 1) Prior to this issues logging in seemed to take a solid 30 seconds after entering credentials - now it won’t log in at all. 2) Having the ability to see a graph / multiple types of bar/line graphs on month over month or year over year progress with different colors for each fund is important but extremely lacking. 3) Also being able to compare on a table available mutual funds to invest in to and history of possible fund performance on a birds eye view for the last 30 days, ytd, 3month, 6month, 1 year, 3, 5, 10 year for a given etf/fund is so crucial but lacking in this app. 4) having visibility with reinvesting dividends and when the next ex-div dates are happening for my company needs to be present as well (and isn’t but is in other 401k apps like voya). Developers please give this app some love as its extremely lacking in core features that are present in other competitor apps (like voya etc).Narddog123Version: 1.5.3

Estimated contribution does not work properlyThe chart which totals up your estimated contributions to see how much you will contribute by the end of the year does not work for my company. A toggle needs to be added to allow for companies that require you to put in the total standard contribution before you are allowed to put money in for a catch-up contribution. in order to make sure I max out both my standard and catchup contribution. I am setting both contribution percentages to the same value. With the way the chart works now it has me putting in both a standard contribution and a catch-up contribution on every check. This is not how my company allows us to fund our 401(k) and therefore makes the chart useless. I request that a toggle be added that allows for either both contributions to be made on each check or for the catch-up contribution to only occur after the standard contribution has been maxed out. This will allow me to easily determine whether I am on track to max out my 401(k) contribution without losing any of my company’s matching..DoyslyeoywzyosVersion: 2.8.9

Poor UXI use this app to track my finances from a big picture perspective. I also happen to have an empower retirement account. Now that I can no longer use the dedicated Empower/Personal Capital app, I’m forced to use this one. This would be fine if not everything was kept the same, but now I have to tap through multiple menus to bring up the Net Worth dashboard with no way have it open automatically, that I know of. Also, the empower retirement account is for some reason its own category and moved outside all of the other investment accounts. Just really odd UI decisions and feels like they just mashed the Personal Capital dashboard deep inside this app and called it a day. I only want to see the dashboard, I don’t only care about the account balance of a single 401k account. The app also sometimes lets me log in without showing any accounts and prompts me to add a new account. Force closing the app and reopening seems to fix, but I hope that doesn’t corrupt someone’s current account connections if they were to re-add them..TJett_Version: 2025.10.23(2510.23)

Disappointing…Empower’s app is not great. I have a 401k, HSA and an investment account through Empower and it doesn’t link them very well. They are not user friendly and aren’t really in harmony with each other. It is difficult to login, often citing errors that make you have to do it over and over and over. It usually takes several tries to login (and the investment account is almost impossible to login without calling them. On an iPad, you need to use the app (can’t use Safari or Chrome), but the investment account app just takes you to the website but through the app… even though it will not let you use a browser? No idea why. For being the largest retirement company in America, they need a better, more user friendly app. They fooled me into rolling over my investment account from another company and I regret it. It’s the least user friendly investment platform I’ve used. I’ll probably move it back out so I have a better user experience. If I could move my 401k as well, I probably would..Captben7Version: 2.1.10

Needs a overhaul pros vs consI put this app on my phone to help manage my fiancé’s retirement plan here are the pros and cons I’ve found it is very simple and easily navigated and pretty straightforward Easily make changes change your investments increase or decrease contribution amounts only would recommend it To you anyone with an account way easier Then trying to manage your account from their website which need serious work and being more user-friendly go with the app. Con However not being Able to see who your money is invested with is a major drawback if you press the managed account button it tells you you don’t have authorization but it is your money so who is this authorized person managing the account. con two it doesn’t show you the money that you contribute versus the money your employer contributes. Con three it is incredibly slow to update my fiancé’s has been showing the same amount for a month and finally went up one dollar today when she got paid I would say both their app and their website need a major overhaul..Rifleman 45Version: 1.1.2

App is not ready for prime timeI was forced to use this app on my ipad and iphone since Empower has coded a User Agent (UA) detection into their platform. This allows them to see what device or browser I am coming in on. They will deny you entry and force a load this app page on to you. In essence you cannot access their web page from a mobile device. This would be tolerable if the app is even 50% of the features and function of their website. This is a dumbed down app. When you want to restack your investments you have only the option to do so by percentage which force you to calculate each percentage in the new target percentages. No other financial organization ie Vanguard, Trowe, etc. would force you to use the app only from your iPad. We should have the option to choose. Well I choose to NOT use this dumbdowned app. I will go old school and use my PC until they shut that down. Don’t use this app. Call their customer service and register your complaint..Saiwing217Version: 1.9.7

Unuseable, Utterly WorthlessUpon logging in, I am unable to bypass the enrollment screen, even though I have already enrolled to the level I want(1% not the 5% THEY want). Considering that I have already enrolled, I am flabbergasted that I can't do anything with this app except enroll... hence, it's worthless. I am enraged that this company constantly pesters me to modify MY enrollment option, and view this as them wanting to increase their fee (tied to a % of assets under management), which completely eradicates any measure of trust that should be present between a client and financial advisor. Moreover, I feel that they make it too easy to accidentally enroll in a larger contribution, and thus find using their tools risky--not that I can even use it in this app!(I speak from experience using their website). FYI, in the event that this company actually listens to customers, the reason that I haven't enrolled in the 5% is that I want to understand (incrementally) the impact on my takehome pay. Thus, showing your customers the math on this would be an excellent start toward fixing this mess of a tool. I have low expectations of an improvement, however, because I expect a big company like this to be a useless dinosaur that only gets business by appealing to low cost targets of companies offering retirement/401k plans. Hence, the real problem is that I'm not your customer, my company is and I'm just an afterthought--much like this app seems to be!.SoAnnoyed20Version: 1.2.0

Hasn’t worked in monthsHaven’t even been able to really access it in months. You do the Face ID, and then you do the contact information confirmation and then it just sits there and spins for eternity and you never actually login. This has been going on for a long time, and if you want to see what you have in your accounts, you will need to uninstall the app and reinstall it. But, you will need to do this EVERY SINGLE TIME, because it will only work once. After you do that trick one time, it will no longer work and you will have to uninstall/reinstall it the next time you try to log in. I’m talking within minutes of having just done it. Uninstall/reinstall will basically give you a single login opportunity. By the way, I just got a new phone, so this has been confirmed across two different iPhones. And since this has been an ongoing issue for months, it begs the question; is the development team just oblivious to the functionality and state of their software, or do they simply lack the tools, knowledge, and ability to fix their broken software? I’m not sure which answer would be worse. Either way, the app development team needs to be put under review. Luckily for Empower, they don’t need you to be happy with the app. Many of us are forced to use it through our employment. Empower is utilizing the classic business method of … “Our product doesn’t work? Screw you, you don’t have a choice”. Although something did just occur to me, I wonder if their in ability to allow me access to my funds could possibly lead to a lawsuit… what if I wanted to make quick changes to my investments but couldn’t because of their failure? Hmm.CriminalswineVersion: 2.8.10

FrustratedI’ve used this app for several years and previously found it very useful. However, about 6 months ago, it stopped syncing with my Marcus accounts and I now get an “incorrect credentials” error when trying to reconnect. This is especially frustrating because most of my cash is held in Marcus so the dashboard no longer provides the complete “at a glance” overview I used to find helpful. I’ve contacted support and they haven’t been able to solve this, which seems to me, basic issue. I don’t have issues accessing Marcus in other ways so I’m confident the problem is on Empower’s side. Aside from that I have some minor gripes with the app - login/face ID is buggy, cash transfers take days to show up making them more difficult to track - but these would be easier to overlook if I didn’t have the major problem described above..CarlynneJoyVersion: 2025.12.22(2512.22)

Badly handled updateFor whatever reason, Empower decided to remove the Empower Personal app and make all Empower users switch to the Empower Retirement app, which previously was only for people whose retirement plan was administered by Empower. When you try to login to the Empower Personal app, you are directed to load the Empower Retirement app. I used to use the Retirement app when I was with an employer that used Empower to administer their 401K, but I changed jobs and my new employer doesn’t use Empower. When the login screen came up for Empower Retirement, it filled in my old login credentials and opened my old account. It took me a while to remember that I used new credentials for Empower Personal, and after I entered those, I finally got into my Personal account, which is now on the Retirement app. It’s really confusing how they did this and they don’t explain it at all when you first open Personal and are redirected. Poorly done all around..TimlowellVersion: 2025.10.23(2510.23)

Login is junkThis app is so buggy at login. Sometimes it goes fast to your account and sometimes not at all. The spinning circle spins endlessly. You cannot even use the app at times. The need to fix the login process. It shouldn’t take 30 seconds for the FaceID to log you in to your account. Now my Prudential Retirement app has become an Empower app too, but that app logs in fast as always. But that is just because they are using the previous Prudential app with their name on it. Cannot wait until Empower breaks that app. Now, if this app does let you into your account, then it works fine and is a decent experience overall. The website is much better though for actual account management processes. There are less usable functions within the app. Fix your login please, as this has been an issue for at least 6-12 months now..ScottRockvilleMDVersion: 2.0.2

Useless app6pm and every link I click on says “Due to an error this site is unavailable; call us,” or “your plan doesn’t allow you to see this page”. Yet during business hours I have full app access OR full access if I access my account thru my employer’s WorkDay portal. More importantly, the app shows CONTRIBUTIONS that aren’t visible on the desktop until such time this awful company allows it! My contribution wasn’t even posted to my account until now…after checking my account every 30 minutes since midnight!!! Don’t use this app. Don’t participate in your employer 401k if this pathetic company is used. Whatever you do - stay away from compared to Fidelity & others, this is company is stuck in the dark ages. Nothing is automated. It takes DAYS to process (whereas else it’s automatic) and the people employed here aren’t the brightest. If you’ve made the mistake of calling…you know exactly what I mean..BundysmomVersion: 2026.02.18(2602.18)

Impossible to Log InSomehow Empower has an email from a job I had 5 years ago they are using for dual verification on my account. I called their customer service line, took the please call me back option, got a call back 2 hours later, was told they would send me an email with a form I would need to send back to them to update my info so I’d be able to log in. Then the representative said they can’t actually help me and to contact my HR department. I didn’t get a form emailed to me - (I gave them a current email address.) I called back hoping to get a different representative that might just remove the old email address - which I don’t even know how they got, stayed on hold for 20 minutes and gave up. Called back hoping to use the - please call me back feature - it wasn’t offered. I don’t see any other way to contact them so hoping someone at Empower reads this review and fixes this odd system..AskingforaFriend0100Version: 2.5.0

Buggy within seconds of using it for the first timeI just downloaded the app because it was the only option I had to access my account on my phone, so there’s a downside. Once I got the app, it asked me to add beneficiaries since I didn’t have one on file. Two bugs occurred in that process when selecting a date of birth. It only allowed me to choose the month and year and defaulted to the current day. As a result, both of my beneficiaries have incorrect birthdates because I can’t actually select the day; I can only select the year and the month. When trying to add a contingent beneficiary's address, no matter how hard I try, I cannot get it to populate with "United States of America" from the drop-down list. Therefore, my contingent beneficiary was never saved, as it is a required field that cannot be filled in from the drop-down. This was my experience with the app. I have no desire to use this app..PoontillyVersion: 2.8.1

So many technical issues and zero fixesI started using this app 5 months ago to try and track finances and spending. I had high hopes at first. However frankly there are so many technical issues it’s rather useless. It stopped connecting to my bank account almost 3 months ago and despite emailing their support people multiple times there is no fix. Pretty impossible to use this app if it won’t connect to my bank. It also isn’t updating deposits to my retirement account. Again emailed support a month ago and again zero fixes. So in theory this app would be great. If it would actually connect to my financial accounts. But all I get from support is “we have sent this information to our third party aggregate service”. I will definitely be looking for new budgeting and financial tracking software..AdhoffmasterVersion: 2025.05.21(2505.21.2)

Terrible user experience for those who used to use the Personal Capital dashboardMy experience has been nothing short of maddening for this app (as well as the website). What started with randomly missing transactions from Chase accounts has gotten even worse with the this app apparently being unable to support two logins to a single provider (in my case, Chase). Where this was once a seamless process I now need to “Edit Login Info” any time I want to refresh the data from one login and then do the same to get back to the other login. I have a number of Empower cash accounts and I am seriously considering just moving my money elsewhere - if this dashboard can’t reliably aggregate data and pull on all transactions, it’s pretty much worthless. Such a shame for a piece of technology that worked so seamlessly when it was under Personal Capital..Tali1939Version: 2025.07.30 (2507.30)

Visually appealing, lacking general informationI was happy when my company moved our 401k from Transamerica to Empower - the last app was horrendous. Gave Transamerica one star and Empower gets two from me. This one is easier to navigate and to see the details of my investments. However, it doesn’t get a better review due to it’s lack of a helpful resource for app questions and the inability to see the $ invested in different types of retirement accounts (Roth vs 401k vs employer match..) in the app. I have clicked every button on this app to see my investment contribution categories. Upon not finding the answer, I contacted the email listed as the help email on the app. They gave me browser instructions and told me to call in. I called in and they gave me browser instructions too. How sad that for a simple thing, I have to log into the browser. Defeats the purpose of having the app..MM. .Version: 1.5.1

Fire App Designers & Developers - Move Your $The designers and the developers of this app should be fired-the removal of the total balance of all of my accounts, as well as the removal of the balance over time graph are irritating enough that I am seriously considering moving my entire balances to Fidelity, who provides a much better app experience and lower fees. The way that the developers have degrade this app is absolutely pathetic – it’s not giving me the summary dashboard information that I need including the horrible My Money section that cannot be easily edited from the app. If you’re dissatisfied rate this app at one, not a three as the Apple Store method of compiling ratings is corrupt and the user community will never impact the near perfect rating despite all the true negative comments due to the way rating is calculated. Developers – save your canned comments-don’t waste my time..---Swekman---Version: 2026.03.25(2603.25)

Can’t Access Self-Directed Brokerage AccountI cannot get access to my self-directed brokerage account on any of my mobile devices now. This is a huge step backwards. If I’m out in the field and have no access to a computer how am I supposed to access this? I can see my balance but am told to visit the website using a desktop to do trades. Up until a week ago I could trade in the field using my iPad. Called for help but was told I can not trade using mobile devices and will need to use a desktop. The app for mobile devices does not give access to the self directed account. Please get this fixed ASAP. You also should have notified customers of this issue when you knew of the problem as I spent hours trying to figure out the problem and find a way around it. In a mobile first world this is a huge step backwards. Please fix this soon guys..Jfraught23Version: 1.9.7

App is fine, staff? Not so muchI had an issue with a loan that is supposedly pending approval from my employer. I called three different times to confirm they received my documents, and each time they said they hadn’t. I confirmed that I’d sent them and got the email that the document was received and was just wondering if everything was okay because it was taking forever. They recited from a script and didn’t even explain which document I was missing. So I sent more documents. Looking in the app, it says it’s still pending approval from my employer but the WEBSITE says something was wrong with the documents. The staff are unhelpful and confusing. I need this to close on a house, and no one is telling me which document is missing! One lady interrupted my sentence when called, put me on hold, came back for five seconds and put me on hold again for about thirty minutes! She was just waiting for me to hang up. To top it off, this company will not accept Docusign pdf files. When loading from the app, it says nothing about it being an incorrect format. I don’t know what files are Docusign vs adobe! I’m terrified that my company put THIS company in charge of my retirement. It’s been nothing but trouble, and no one over the phone can communicate..SeredetiaVersion: 2026.02.18(2602.18)

This is an unusable appIt is very disappointing that Empower has forced us to use the app if on a mobile device, which is all I’m ever on. Even though my password is correct, when Face ID is used, it says it’s not correct. I then get locked out for trying to login a couple of times. If I’m ever able to get in the app, it does not have near the features you get by being on the website. After calling and emailing, the only response I received was “oh well, that’s all we can do.” The mailed letter stated that this was the new, better way and that it wasn’t going to be changed. So unfortunate that the company can’t let us decide how we want to view our money and from what device. It’s also unfortunate that they don’t really seem to care what their customers think either, especially after seeing so many poor reviews for the app..GadaboutcatgirlVersion: 1.9.9

Not the best appThis app is very basic and lacking critical information and visualization needed to tell how your 401k is performing. It’s basically only good for showing your balance and your current contribution rate. It doesn’t show returns over time (no graph) and doesn’t even show returns as a dollar amount at all (only % for a selected period). Other 401k / investment apps show the total $ contributions overlayed on the balance graph so you can see how much of your balance is actually earnings. I requested this years ago and the app hasn’t added that or any significant features in over 5 years. Also, it has a section that is supposed to tell you how much you’re on track to contribute for the year, but it has been wrong for years. It’s always off by 1 paycheck (presumably because it doesn’t have my correct paycheck schedule), so it tells you you can contribute more when you actually can’t and if anyone used that info, as-is, they would over-contribute and have a huge mess of problems with taxes and possibly end up having to pay IRS penalties or worse. For a financial institution, these problems are unacceptable and frankly kind of appalling..ShucjdjebxjckfjcxbdjsosscVersion: 2025.10.23(2510.23)

No customer serviceI’m not sure that this is the place to put your money but it’s the the company that my employer has for 401k, I just wanted to start a new retirement account so down loaded the app enter tons of personal information then it said for me to call customer service, stayed on hold for some time then was given option for a call back from them and they did , afte again given more information the guy OK you can have from 1%to100% with held and asked what is the 401k invested in? Is it a aggressive plan? How much does my company match? He said that he wasn’t allowed to discuss that but he would transfer my call and 20 minutes later….. nothing. I would hate to try to speck with someone about issues with my 401k if they show no interest in a new customer.Ni nickbameVersion: 2.1.7

Broken login update, no support- negative stars if I couldI’ve been emailing support for over a week with no reply. Like others, I have a 401k on this app and a personal dashboard that was on the “Empower Per” app that was retired during the update. The update supposedly moved the dashboard to this app, but I can only see my 401k. While still waiting for a reply, I discovered on my laptop browser that there are two URLs- one for this app and one for the retired Empower Per app. That is the only way that I have been able to see my dashboard after the change- which isn’t convenient since I am rarely on my laptop. Also, the browser version claims you can link all of your accounts- so that you can see everything, including 401k, in one place, but it crashes whenever you try to add a new account. However, on mobile, you’re forced to use this non-functioning app with no browser option- so everything is just all over the place and no one is addressing it. A few weeks ago, I had a portfolio overview with one of their FAs and was seriously considering hiring him but as a Product Manager myself, the company’s lack of response to customer technical issues has changed my mind..Madam ManeaterVersion: 2025.10.23(2510.23)

UnprofessionalI have been trying to request a hardship for almost 2 weeks and the staff keeps saying section B of my form is missing or incomplete and IT IS not. Rather than calling me they keep sending emails after normal business hours therefore preventing me to be able to speak to a live agent. Section B asked the reason for my hardship request and I completed the section that PERTAINS TO MY NEEDS. The other options in section B DO NOT APPLY TO ME therefore they were left BLANK. After submitting my documents I call and the person tells me YES everything was received and completed only to receive an email at the next day at 9:40 pm stating WE ARE sorry… we couldn’t complete your request because SECTION B is blank or missing AND it is NOT!!! The untrained and unprofessional staff and mishandling of my request as cause more stress than it should.Disappointed Consumer2019Version: 2.8.6

Useless in CanadaTo sign up you need a US Zip Code and a Social Security Number. I never got further than that, but I suspect it won’t deal with Canadian Banks or GST or HST. Don’t waste your time if you’re Canadian!.Jaross60Version: 2.8.3

Can’t put in canadian postal codeI went to create an account on my phone and it would not let me put letters into the postal code spot. so i didn’t even get past the login screen.Peyton.stuchVersion: 2.5.2

I’ll go f myselfDon’t bother downloading doesn’t work.XxxX_coolcat_XxxXVersion: 2025.12.22(2512.22)

Didn’t let me get past the set up pageApp doesn’t work. Tried 16 different combinations of usernames and passwords and it just wouldn’t accept any versions. Deleting it after trying for 30 mins.Peerman82Version: 2025.12.22(2512.22)

Doesn’t workDo you want to work and give your financial data to a co/app that doesn’t spec at the outset what country they don’t work in? I don’t. Spent half an hour trying to set this up. Also, why do you need a social security number strictly for financial budgeting. I would strongly caution individuals giving too much very critical data. If someone has your details AND SSN/SIN, you will have a copy of yourself somewhere getting a mortgage. Beware..TotallydvdVersion: 2025.07.16 (2507.16)

Not canadianNot canadian.Lisa YazjiVersion: 2.8.9

Very slowThe app is very slow.Boring_CanadianVersion: 2.4.3

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