Frequently asked questions

No, all you need is a computer with internet access.

Our site is best viewed with the latest versions of Microsoft Edge, Mozilla Firefox, Apple® Safari® or Google Chrome^TM browser. For the most recent updates, click these links:

• Microsoft Edge
• Firefox
• Safari
• Chrome

Yes, the site will perform best if JavaScript is enabled on your browser. JavaScript is a non-invasive programming feature that runs on your browser and does not interact with your computer’s operating system. Most browsers enable JavaScript as a default. If you need to turn on JavaScript, follow the directions below:

Microsoft Edge (Windows)

• Go to the Edge menu and select Settings.
• Click Cookies and site permissions in the menu on the left-hand side of the page.
• Click JavaScript under the All permissions section, then select Allowed (recommended).
• Close the Settings tab.

Firefox (Windows, Mac® and Linux®)

To verify that JavaScript is enabled on your computer, follow these steps:

• In the address bar, type about:config and press the Enter key on your keyboard.
• Click the “Accept the Risk and Continue” button on the warranty warning message window.
• In the Search bar, type javascript.enabled and press the Enter key on your keyboard.
• Find the line where where javascript.enabled appears on your screen.
• If true appears in the Value column, then JavaScript is enabled. Close the about:config tab.
  • If false appears in the Value column, then JavaScript is disabled.
  • To enable JavaScript, right-click the line where javascript.enabled appears and click Toggle or Reset.
  • Confirm that true appears in the Value column. Close the about:config tab.

Safari (Mac)

• Go to the Safari menu and select Preferences.
• Click the Security icon at the top.
• Click the box next to Enable JavaScript.
• Close the window.
   

Chrome (Windows, Mac, Linux and Chrome OS^TM)

• On the right edge of the page in the browser toolbar, click the Chrome menu.
• Select Settings.
• Click Privacy and security in the menu on the left-hand side of the page.
• Click Site settings.
• Click JavaScript under the Content heading, then select Sites can use Javascript.
• Close the Settings tab.

Due to technical limitations, we recommend saving an Excel file as a CSV (comma separated values) file before importing.

In order to upload an Excel file, you must make sure that our URL is added to a list of trusted sites in your browser’s internet options.

Browsers temporarily store internet files in a cache folder which enables you to quickly access websites you have recently visited. When this folder becomes full, your browser may become significantly slower or it may crash. It’s commonly recommended that you clear the contents of the cache folder regularly. You can delete the files in this folder manually, or you can follow the directions below to have your browser do it automatically.

• Microsoft Edge (Windows)
• Firefox (Windows)
  
• Safari (Mac)
• Chrome (Windows)

For further assistance, refer to your browser’s help content.

Microsoft Edge (Windows)

• Using the Settings and more menu at the top of your browser, select Settings.
• Click on Privacy, search, and services in the left-hand menu.
• Find the Clear browsing data now tab under the Clear browsing data heading and click the Choose what to clear button.
• Ensure the Time range is set to All time, and that all boxes are checked.
• Click Clear now.

Firefox (Windows)

• From the Tools drop-down menu at the top of the browser, click History and select Clear Recent History...
• In the Time range, select Everything to clear the drop-down list.
• Under History, check the box to select Cache.
• Click OK.

Safari (Mac)

• From the Safari drop-down menu at the top of the browser, click on Settings or Preferences and go to the Privacy tab.
• Click on Manage Website Data... and choose Remove All.
• A pop-up message asking “Are you sure you want to empty the cache?” will appear.
• Click Empty.

Chrome (Windows)

• Click on the Chrome menu at the top of the browser, hover over History and choose History from the top of the menu.
• Click Clear browsing data in the menu on the left-hand side of the page.
• Set the time range in the drop-down menu to All time and check all of the boxes.
• Click Clear data.

If you’re using a password manager browser extension, please disable the extension. Then, reopen a new browser and try to log in. Contact us if this issue persists after disabling the password manager extension.

Online access to your plan is designed to be as secure as reasonably possible. While we can’t guarantee the security of a worldwide network, we use current encryption technology and best security practices to protect your account. However, by using this system, you assume all associated risks and responsibilities. You agree to indemnify Capital Group, its affiliates and funds against any losses, costs or damages that arise from accessing your plan via the internet.

The most important thing you can do is to never reveal your password to anyone. Also, make sure to always close your browser when you’re finished viewing your account information — even if you’re just going to a different website. You may be logged in to your plan even after you’ve gone to another website.

If you need to send Capital Group documents containing sensitive information such as participant names, addresses, SSNs and birth dates, we ask that you encrypt Excel and Word files for security before emailing them to us.

How to encrypt a file with Microsoft Office

• Open the Excel or Word file.
• Click on File, then click on Info in the menu on the left-hand side.
• Click on Protect Document, then select Encrypt with Password.
• Create a password to open this file. Secure passwords will contain a mix of 10 or more letters, numbers and symbols and will not include accessible information, such as names, account and ID numbers, or common words. Click on OK.
• Re-enter the password in the Confirm Password pop-up and click on OK.
• Save and close the file. To reopen the file, you’ll have to enter the password.

When you’re ready to send the encrypted file, please contact us to provide the password.

If you don’t contact us, we won’t be able to open and process the file.

Capital Group offers a free service that allows you to transmit sensitive data to and from us using a secure messaging connection. There is no software to download and the service has been tested to meet our rigorous service and security standards. Messages sent to the secure email messenger will remain available for retrieval for 5 calendar days. To initiate sending a file using this service or to have an expired message resent, please contact us.

Capital Group uses the Modified Dietz method to calculate personal rate of return. This time-weighted analysis takes into account not only the returns of the funds the participant owns, but also when and how much he or she contributed or withdrew. Expenses and fees paid by the participant or the plan affect the return as well. In addition, the personal rate of return for a participant’s overall portfolio also takes into account any funds previously owned that are no longer in the participant’s portfolio.

The Modified Dietz formula can be expressed this way:

Return = ((Ending value – Beginning value – (Contributions – Withdrawals)) / (Beginning value + Day-weighted flows)) × 100

Here’s an example that illustrates how a personal rate of return would be calculated at the end of the year. Let’s assume the following:

• Balance at the beginning of the year: $15,000
• Balance at the end of the year: $15,500
• $200 contribution made on June 30
• (The contribution on June 30 would be assigned a weighting of one-half, because half the year remained. So a $200 contribution would add $100 to the day-weighted flows.)

(($15,500 – $15,000 – ($200 – 0)) / ($15,000 + $100)) × 100 = 1.99% return

A participant’s personal rate of return is calculated quarterly and when any statement is generated for the account. For more information, talk to your plan’s financial professional.

A participant’s personal rate of return is based not only on the rates of return for the funds he or she owns, but also on the timing of share purchases and any withdrawals and exchanges. Fees and expenses paid by the participant or the plan are also taken into account.