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Customer Service FAQs: Technical Support

Fidelity.com and mobile

  • What browsers work best with Fidelity.com?

    Fidelity's website is best viewed using the most recent versions of these browsers. Get free upgrades here:

    Note: Our latest site features will not work with older browser versions, specifically Internet Explorer 7, Safari 4 and 5, and Netscape. Internet Explorer 8, 9, and 10 provide a less than optimal experience.

    Safari no longer supports upgrades for Windows operating systems. If you are using a Windows operating system, please use one of the supported browsers above, other than Apple® Safari, for the best experience.

    How to upgrade Apple® Safari

    If you're using an older version of Safari on a Mac, you’ll need to first check your Apple operating system:

    1. From the Apple menu, choose "About This Mac."
    2. Determine if your OS X is Yosemite, Mavericks, Mountain Lion, or Lion.
    3. 3. If your OS X type is not clearly labeled, use your version number (located below the letters "OS X") to determine your OS X type using the chart Apple Support (Finding the OS X version and build information on your Mac).

    If you have OS X Yosemite, OS X Mavericks, OS X Mountain Lion or Lion, you should be able to upgrade your Safari browser through the Apple App Store.

    If you have a previous OS X version (OS X Snow Leopard and earlier) and are unable to upgrade your browser, an alternate non-Safari browser may be required, such as Chrome or Firefox. If these alternate browsers are not accessible, you may need to upgrade your Mac operating system.

    How to upgrade Microsoft® Internet Explorer (Windows XP)

    If you are using Microsoft® Windows Vista or XP, you will need to upgrade your operating system to get the latest version of Internet Explorer. Refer to the following options below to learn more:

    • Upgrade to a newer operating system – Microsoft has resources to help customers in the operating system upgrade process. You can access the free Upgrade Advisor to find out if your computer can run a newer Windows operating system.
    • Purchase a new computer – Buying a new computer and transferring over data can be difficult. Microsoft offers free access to Laplink® PCmover Express, which moves files, photos, user settings, and user profiles from your old computer directly to your new Windows computer to assist in the conversion process.

    If you prefer not to upgrade your operating system, you can always use the latest version of one of the following non-Internet Explorer browsers. Get free upgrades here:

  • What plug-ins work best with Fidelity.com?

    Fidelity's website is best viewed using the most recent versions of the following plug-ins (free download):

  • 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:

    • Click the Reload/Refresh button at the top of the browser. This will cause the information to be transferred to the browser again.
    • Try clearing the browser's cache.

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

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

    Please try the following steps if you experience difficulties accessing a PDF document on Fidelity.com:

    1. Install the current version of Adobe Reader on your computer.
      Note: If you are using a mobile device such as a smartphone or tablet, please use a desktop computer instead. Most mobile devices are not able to access PDF documents. Fidelity can also mail you a copy of the document 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 displaying or printing the form.
  • What kind of mobile devices can I use to access Fidelity Mobile®?

    Any Internet-enabled mobile device will allow access to Fidelity Mobile. Once enrolled in a data service plan, you can access Fidelity Mobile® from the browser of your device by bookmarking http://fidelity.mobi or https://fidelity.com. Or for workplace accounts, bookmark http://NetBenefits.com, http://fidelity.com/atwork, or http://401k.com.

    Note: To take full advantage of the Fidelity Mobile service, it's best to have a personal account or workplace account, along with the username and password you use to access your accounts online.

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