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08/19/2026

The organization continues to restore systems following a recent cybersecurity attack. While significant progress has been made, some services remain unavailable as we work to restore operations safely and securely. Thank you for your patience. 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 19, 2026 | 9:17 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 have limited access to account information and limited transaction capabilities. Please review the latest updates and FAQs, which address many common questions.

If you would like to speak with us:

  • Plan sponsors, advisors and third-party administrators may call our Retirement Service Center at 844.999.2677.
  • Plan participants may call our Participant Service Center at 800.999.8786.

Agents are available Monday through Friday, 8:00 AM – 5:00 PM CT.

Wait times may be longer than usual. We appreciate your patience and understanding.

Participant FAQs

  • There has been no impact to retirement account balances or benefits as a result of the cybersecurity attack. We continue to restore systems in a controlled and secure manner and will provide updates as additional functionality becomes available. Some retirement plan participants may be able to request withdrawals and loans, if permitted under their plan, and obtain account balance updates by phone.

  • Because this was a particularly broad attack on our network and systems, we rebuilt parts of our infrastructure. We are bringing systems and applications back online through a deliberate, phased recovery approach and continue to make progress restoring key processes safely and securely.

  • While retirement plan assets are not impacted and remain invested during this outage, for security reasons we intentionally took down BenefitsForYou.com. As a result, participants cannot log in to view their account or request transactions.

    Interim processes are in place, allowing some participants to call and obtain balance information, request a withdrawal or loan form, and request investment or allocation changes. Participants who can use these interim processes received a communication (from TruStage or their employer) detailing the new process.

    We continue working on interim solutions for all plans and will share information as soon as it becomes 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. We are conducting a comprehensive forensic and data-impact analysis with the assistance of external cybersecurity experts. Because of the complexity of this process, it may take time to complete the analysis and determine what, if any, information may have been impacted. If we determine that notifications are required, we will communicate through the appropriate channels.

  • We are working diligently to restore systems, network functionality and key processes through a deliberate, phased recovery process. At this time, access to 401(k)/retirement account details will be restored as part of that phased recovery. We will share updates as more specific timing is available.

    In the meantime, participants can call the Participant Service Center at 800.999.8786 to obtain certain account details.

  • Scheduled annuity and periodic benefit payments are being processed as usual. To access distributions and loans for most defined contribution retirement plans, including 401(k), 403(b), governmental 457(b), and tax-exempt 457(b), participants should reach out to participantservicecenter@benefitsforyou.com to determine whether withdrawals are available. 

    For additional assistance, please contact the Participant Service Center at 800.999.8786.

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.
  • An interim process is now available to submit payroll. This applies to defined contribution plans not using our Choice Group Variable Annuity. Plans that can use this process received a separate communication from us.
  • 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 continue to make progress restoring key processes through a phased recovery approach. 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. We are conducting a comprehensive forensic and data-impact analysis with the assistance of external cybersecurity experts. Because of the complexity of this process, it may take time to complete the analysis and determine what, if any, information may have been impacted. If we determine that notifications are required, we will communicate through the appropriate channels.

  • 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.

  • Yes. We continue to work closely with Mandiant, a leading cybersecurity firm, as part of its ongoing investigation and recovery efforts. Please review Mandiant’s most recent Investigation Memo.