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08/10/2026

Our systems are down as we are investigating a recent cybersecurity attack. We apologize for any inconvenience. Teams are working on a resolution and activating business resiliency plans. Learn more

Retirement Solutions: outage update

TruStage® continues to make progress in its recovery and restoration efforts following the cybersecurity attack identified on July 11. Given the broad impact across our network and systems, we are rebuilding portions of our infrastructure to ensure services are restored safely and securely. This deliberate approach helps protect employees, partners, members, customers, and the organization as we bring systems and applications back online.

As a result of the cybersecurity attack, some systems and services have been restricted since Monday, July 13, 2026, the first business day following the outage. Due to the unexpected nature of this event, the typical 30 days advance notice was not possible.

Current status

Status: Investigating
Last Updated: August 7, 2026 | 11:42 AM CT

Customers may experience difficulty accessing account information, completing transactions or submitting requests online.

Our commitment

  • We take the security of our systems and the information entrusted to us seriously.
  • Our priority is to restore systems in a safe, secure and responsible manner.
  • As we learn more, we will provide additional updates as appropriate.

We're here for you

We understand you may have questions about this service disruption. At this time, customer service representatives cannot access policy or account information and are unable to process transactions or submit requests. Please review the latest updates and FAQs, which address many common questions. If you would still like to speak with us, please call 844.958.8910. Our hours are Monday through Friday, 8:00 AM – 5:30 PM CT, Saturday, 9:00 AM – 4:00 PM CT. Wait times may be longer than usual.

Participant FAQs

  • There has been no impact on your account balance or plan benefits. The systems that allow you to view your account and transact in the plan are unavailable while we work to safely bring our systems back online.

  • Because this was a particularly broad attack on our network and systems, we rebuilt parts of our infrastructure. We are now bringing systems and applications back online and anticipate that the majority of key processes will be operational by mid-August.

  • At this stage, it would be premature to draw conclusions about the scope or impact of the incident, including whether any data may have been accessed. We do not want to speculate or get ahead of the facts and will provide additional information as we can.

  • Currently, BenefitsForYou is offline. As a result, we are unable to provide you with your account balance or plan benefit information. In addition, we cannot accept contribution or investment election changes, investment trade requests or beneficiary election updates.

    TruStage will be introducing temporary processes while system recovery efforts continue, and we are communicating with plan sponsors as solutions for their plans become available.

Information for Plan Sponsors/Admins

Payroll files are being processed as usual when submitted by a third-party aggregator, while processing other payroll files remains unavailable.

  • Payroll files in good order and submitted for 360 processing, for example through PayKonnect or Payroll Integrations third-party providers, are being processed.
  • We are working on an interim solution to allow other payroll files to be processed while our systems are offline. We’ll share news with plan sponsors as solutions for their plans become available.
  • Continue your normal payroll operations, including withholding participant deferrals and loan repayments, unless directed otherwise by your counsel.
  • You have additional time to submit payroll files since your delay is due to your service provider’s outage, according to Department of Labor guidance.
  • Maintain documentation including records of payroll processing dates, when you were prepared to submit files, and outage-related communications.

Plan Sponsor/Admin FAQs

  • TruStage has been working diligently to restore services and will be introducing temporary processes while system recovery efforts continue. We are communicating with plan sponsors as solutions for their plans become available.

  • At this stage, it would be premature to draw conclusions about the scope or impact of the incident, including whether any data may have been accessed. We do not want to speculate or get ahead of the facts and will provide additional information as we can.

  • Previously scheduled installment and annuity distributions are being processed.

  • We are processing and mailing quarterly participant benefit statements on our normal schedule. Statements have been mailed to participants who typically receive a benefit statement in the mail for the quarter that ended June 30, 2026.

    Participants who elected to receive e-statements will instead receive a paper statement for the quarter that ended June 30, 2026. Those are in process and expected to be mailed the week of August 10, 2026. Note: Some participants who signed up for paper statements may receive a duplicate paper copy in the mail.

  • Yes, if your custodian or directed trustee is Matrix Trust Company (Matrix) and you’ve already registered your account, you can log in to view or download your plan’s quarterly or monthly transaction statements and quarterly and annual certified trust reports details anytime using the following link: Matrix | Broadridge.

    If you haven’t registered your account with Matrix and want to do so now, call your retirement specialist for assistance. We’ll work with Matrix to set up your account. Once established, we’ll notify you and provide you with instructions to log in.

    Note: This option is not applicable to Choice Group Variable Annuity plans.

Contacting us

You can submit your questions and concerns using this webpage.