You may contact Voya’s customer service associates directly toll-free at 1-833-734-0304 (1-833-REI-0304).

What information is needed to register for online account access?

To register, go to REI.voya.com and click the Register Now button. You will be asked to verify your identity by providing personal information.

If this is your first time registering for access with a Voya-affiliated website, the site will walk you through the online registration process. You will be asked to create a username and password and provide either an email address or cell phone number to verify your account. Refer to Logging in to your account for additional details.

What if I’ve already set up an account with Voya on a different Voya website?

If you’ve previously registered for access through another Voya-affiliated website, log in with those Voya credentials and we’ll send you a verification code using the mobile phone number or email address you provided previously. Once your identity is successfully verified, you can use the same username and password for any Voya-affiliated website going forward.

How will I verify my identity?

The identity verification methods presented are based on elections made by your employer and information you and/or your employer provided to Voya. If your mobile phone number or email address is on file with Voya, a verification code will be sent to your preferred recovery method. You can use the verification code to verify your identity. If your mobile phone number and email address are not on file, other verification options may be available to you. You may elect to answer a series of identity validation questions. Please note that these questions are drawn from verified public databases and do not reflect information that Voya maintains.

Can my username and recovery email be the same?

No. For security purposes, your username and recovery email address cannot be the same. The preferred recovery method is to use a mobile phone number for verification. Alternatively, you can use a different email address for verification.

What happens if I check “Remember me” on the login page?

Your username will be stored and displayed in the username field each time you visit the site. You will only need your password to log in.

Why should I register my computer/device and browser?

Registering your computer/device and browser saves you time in subsequent website visits. When your computer/device and browser are recognized, you will not be prompted for additional verification every time you log in.

Note: If you register your computer/device but use multiple browsers to access your account, each browser will need to be registered as well. If you clear your browser data, you may be prompted to register your computer/device again.

Are any of the fields case sensitive?

Yes, the password field is case sensitive. The username field is not case sensitive.

I’m having trouble logging in. How do I reset my password or look up my username?

If you forgot your username, select the Forgot Username? link. If you forgot your password, select the Forgot Password? link. You will be prompted for personal information to verify your identity. If your mobile phone number or email address is on file with Voya, a verification code will be sent to your preferred recovery method. You can use the verification code to either recover your username or reset your password.

If you’re still having trouble, call Voya toll-free at 1-833-734-0304 (1-833-REI-0304).

I didn’t receive the verification code. What should I do?

Make sure you check the email/phone number the code was sent to. Partial information to identify the email address or phone number is displayed on the screen.

If the code was sent by email, check your junk or spam folder. Do not close the page asking for your code to retrieve your email. If you need to use the internet to retrieve your email, open a new browser session or tab to log in to your email.

If the code was texted to your mobile phone, wait a minute or two. If you’ve previously opted out of receiving text messages from Voya, text “START” to 582-86 to begin receiving texts. If you still do not see the verification code, you can select Send me a new code.

If you’re still having trouble, call Voya toll-free at 1-833-734-0304 (1-833-REI-0304).

The verification code Voya sent me isn’t working. What’s wrong?

Be sure you’ve entered the correct six-digit verification code on the screen. If it’s correct and still not working, please request another verification code.

Voya sent a verification code to a phone number or email address I no longer use or have access to. What should I do?

Call Voya toll-free at 1-833-734-0304 (1-833-REI-0304). A customer service associate will verify your identity and assist you in updating your contact information.

How long does it take for me to receive a verification code via email or text?

The code should arrive within a few seconds. Sometimes it can take a minute or two, particularly if it’s being sent as an email rather than a text message.

When does the verification code expire?

The verification code expires after 15 minutes. You will need to request a new code if it expires.

Do I need to enter a verification code each time I log in?

You will not be asked to enter a verification code if you register your computer/device and browser.

You may start contributing 30 days after your date of hire.

You will be automatically enrolled after 90 days from your date of hire or rehire if you do not make an active election. REI will automatically deduct 3% of your eligible compensation every pay period and will increase the amount by 1% each year (up to 15%). You may opt out or change your contribution rate at any time through Voya.

You will receive an enrollment packet from Voya. Then, you may enroll through REI.voya.com or by contacting Voya directly at 1-833-734-0304.

You will be automatically enrolled after 90 days from your date of hire or rehire if you do not make an active election. REI will automatically deduct 3% of your eligible compensation every pay period and will increase the amount by 1% each year (up to 15%). You may opt out or change your contribution rate at any time.

You can contribute up to 75% of your eligible compensation, subject to certain contribution dollar limits by the Internal Revenue Service (IRS). You can increase, decrease or stop payroll contributions effective as of any future pay period.

You can contribute post-tax pay to a Roth 401(k) account in the Plan. Distributions of Roth 401(k) contributions are tax-free. Distributions of earnings are also tax-free, provided that the distribution is qualified—your Roth 401(k) account is held for at least five years and withdrawn after reaching age 59½, or because of disability or death.

You can also convert pre-tax balances that you have contributed to your Plan account to Roth through an in-Plan Roth conversion. IRS rules allow you to make in-Plan Roth conversions of your vested account balance regardless of withdrawal or distribution rights. However, they do not allow you to convert required minimum distributions.

Once you have met your one-year of service with REI, you’re eligible to receive the annual REI-guaranteed contribution in any calendar year following your original year of hire if you also meet the following requirements:

• You complete at least 1,000 hours of service for pay periods that end within the calendar year, and
• You’re employed on December 31 of that year.

Your contribution is based on eligible compensation that is paid within the calendar year.

You’re not required to contribute from your own pay, so when you meet the annual eligibility requirements, your retirement fund grows—thanks to the guaranteed annual company contribution of 5% of your eligible base compensation. Your REI guaranteed contribution is deposited into your retirement account in March of the following year.

Vesting refers to a portion of your account that you own when you leave REI. Depending on how long you worked for REI, you may be partially or fully vested in your Plan accounts. Years of service are counted from your original date of hire.

You are always 100% vested in your contributions from your eligible compensation.

For the REI guaranteed contributions contributed beginning 2022, you gradually become vested based on a three-year schedule.

For the REI-guaranteed contributions contributed to your account before 2022, you gradually become vested based on a five-year schedule.

Employees who meet any of the following become immediately 100% vested: reach age 60, become fully disabled, or die while employed at REI.

Yes. The Plan offers a point-in-time advice service to help you with savings and investment planning. The service is provided by Voya Retirement Advisors powered by Morningstar®. This service is free to REI employees, but you may also sign up for managed account service for a fee.

Call 1-833-734-0304 and ask to speak to an Investment Advisor Representative.

Any contributions from payroll will be deposited into your PCRA account, but you must activate your Schwab PCRA account to place trades.

How do I activate my Schwab PCRA?

Sign in to Schwab.com/pcraopen by entering the Retirement Plan ID 724876, the Plan Code/Password 3301 and your Social Security number (SSN).

• You may be prompted to accept the “TERMS AND CONDITIONS FOR USING THE SCHWAB PERSONAL CHOICE RETIREMENT ACCOUNT® (PCRA) WEBSITE.” Click I accept on the bottom right of the screen to continue.
• Under Complete LPOA for Account Number, enter your account number (eight-digit account number received in the mail from Schwab) and click Submit, then follow the prompts. Limited Power of Attorney (LPOA) is necessary to give you the authority to place orders in your Schwab PCRA.
  • You will be asked to complete your PCRA profile application and verify the information you entered.
  • You will be asked to confirm and acknowledge the terms for using the PCRA.
  • You will be asked to submit your application.
• After completing the LPOA, go to Schwab.com, click First Time Users (under LOG IN) to set up your PCRA for online access. You’ll need to input your PCRA account number, date of birth, phone number and SSN for this step.

How do I place trades and manage my PCRA?

Place trades and manage your account through Schwab’s electronic channels, such as Schwab.com, mobile applications and automated phone services. (Certain trading fees and commissions may apply depending on how you trade.)

• From Schwab.com, log in and select your PCRA number to manage your account. Select Research to narrow down your choices, then click on Trade to place trade orders.
• Call 1-888-393-PCRA (7272) to speak to a dedicated PCRA Call Center representative, to access TeleBroker® touch-tone service, to use Schwab by Phone™ voice recognition service or to enroll in voice ID.
• Once we are live at Voya, you can also access your PCRA account through your Voya account by clicking on More Resources at the top right, then clicking Go to Self-Directed Brokerage Account.

Have questions about your Schwab PCRA?

Call 1-888-393-PCRA (7272) to speak to a dedicated PCRA Call Center representative, to access TeleBroker® touch-tone service, to use Schwab by Phone™ voice recognition service or to enroll in voice ID. PCRA Registered Representatives are available Monday through Friday, 9am to 7:30pm (ET). Outside of these hours, Schwab Investor Service Center representatives are available 24 hours a day, seven days a week.

Online access to your old Schwab Plan account will be available for six months after November 18, 2024. If you would like copies of your statements, you should go into the Schwab Workplace site to print or save any prior statements.

Click here to see frequently asked questions about the transition to Voya.