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Troubleshooting Registration Issues
Login URL
My Profile
e-Docs
How to Delete Cookies in Internet Explorer (IE)
How to Delete Cookies in Google Chrome


Troubleshooting Registration Issues:
  • Verify Registration URL is correct:
    https://annuityclientservice.prudential.com/registration/LoadClientRegistration.do

  • If you are unable to register or receiving errors, try deleting your cookies.
    Delete the cookies and then try with two or three different unique usernames as instructed on the screen during registration. Also, verify you have entered your date of birth and social security number correctly and you have only entered one contract number.

    To clear cookies from Internet Explorer Click Here
Login URL:
https://annuityclientservice.prudential.com

My Profile:
  • If you are unable to update your username, try the following:
    Delete the cookies and try with two or three different unique usernames which follow to the username rules as instructed on the screen.

    To clear cookies from Internet Explorer Click Here
e-Docs:
  • If you receive an email notification, but no documents are available in Service Online (SOL).
    Go to Documents->e-Documents Search->click Only New e-Documents>Check the box next to the statement you would like to view and download the PDF.

  • If you receive a blank email notification in MS Outlook:
    As the emails contents are sent in HTML format, there is a setting change required to ensure all format will be received and viewed as plain text.

    Follow the below steps in MS Outlook:
    Step 1: Go to File->Options->click on Trust Center>Click on Trust Center Settings->Click on E-mail Security.
    Step 2: Under "Read as plain text" check the box "read all standard mail in plain text" and click on OK. Now all emails will be converted to plain text and viewed.


  • Note: Please contact your Email Service Provider (ESP) for instructions on how to change the settings to “Read as plain text” if other than MS Outlook.
How to Delete Cookies in Internet Explorer (IE):
    All Internet Explorer browsers must be closed, then launch a new browser once you have closed them all. Then follow the steps below (Instructions may vary based on the version of IE you have).

    Step 1: On the menu bar at the top, click Tools -> Internet Options.
    Step 2: In the resulting dialog box, check the box ‘Delete browser history on exit’ and click on Delete button.
    Step 3: In the Delete Browsing History dialog box, ensure the top four boxes are selected. The remaining boxes can be checked or unchecked.
    Step 4: At the bottom, click Delete.
    Step 5: Click OK on Internet options box.
    Step 6: Close your browser, and then launch Internet Explorer again.
    Step 7: Choose File -> New Session.
    Step 8: Then type in the URL in the new browser session. Do not use a “Favorite” link.
How to Delete Cookies in Google Chrome:
    Step 1: At the top right side of your browser toolbar, click on the Chrome icon.
    Step 2: Click on Settings.
    Step 3: Scroll to the bottom and click 'Show advanced settings'.
    Step 4: Under 'Privacy', click on 'Content Settings'.
    Step 5: Under 'Cookies', click on 'All cookies and site data'. Please note that you can block cookies altogether from being set on your browser by clicking 'Block sites from setting any data.' Unfortunately, many websites you browse will stop working if you do this. It is better if you just periodically clear your cookies manually instead of preventing them from being set by your browser.
    Step 6: You will see a full listing of all your cookies. You can click REMOVE ALL to clear all your cookies or you can pick a particular website and clear your cookies from that site.