Customer Service FAQs: Technical Support

Fidelity.com

• What browsers work best with Fidelity.com?

  Fidelity.com is designed to provide customers with a secure, optimal digital experience and is built to support the latest web browsers. We support current releases for the following desktop and mobile devices:

  • Desktop: Microsoft^® Internet Explorer^®, Google Chrome^TM, Mozilla^® Firefox^®, Apple^® Safari^®, and Microsoft^® Edge
  • Mobile Devices: Apple Safari, Google Chrome, and Android^TM

  Please keep in mind that all older versions of these browsers may not be fully compatible with Fidelity.com. Using the latest browsers may provide better encryption and privacy support, which can protect you from vulnerability to viruses, spyware, malware, and other security issues.

  Get free upgrades and guidance here:

  • Microsoft Internet Explorer
  • Microsoft Edge
  • Google Chrome
  • Mozilla Firefox
  • Apple Safari (Mac^® operating systems only)
• What plug-ins work best with Fidelity.com?

  Fidelity.com is best viewed using the most recent versions of the following plug-ins (free download):

  • Microsoft^® Silverlight^®
  • Adobe Flash Player
  • Adobe Acrobat Reader
• When are balances and certain features unavailable on Fidelity.com?

  Balances and certain features are not available on Saturday mornings from 4 a.m. to 5 a.m. ET, and on Sunday mornings from 3 a.m. to 7 a.m. ET.

• What should I do when images on a page don't display?

  Sometimes a browser doesn't receive all the data transferred from the server, which can cause spaces where the images should be. To solve the problem, try one of the following:

  • Select the Reload/Refresh icon at the top of the browser. This will cause the information to be transferred to the browser again.
  • Try clearing the browser's cache. (The procedure for doing this will vary depending on your browser. Perform a basic Internet search for instructions.)

  Note: If the links to the images are no longer active, you will not be able to download the images.

• What steps should I try if I experience difficulty in viewing or printing Adobe PDF forms?

  Try the following steps if you experience difficulties accessing a PDF form on Fidelity.com:

  1. Be sure the current version of Adobe Reader is installed on your computer.
     Note: If you are using a mobile device such as a smartphone or tablet, you may want to use a desktop computer instead. Some mobile devices are not able to access PDF documents. Fidelity can also mail you a copy of the form you need.
  2. Verify that your browser is using Adobe Reader correctly.
  3. If you're still experiencing issues after following these steps, please see Adobe's advanced troubleshooting guide for help with viewing or printing the form.