200 South College Street
Charlotte, NC 28202
Frequently Asked Questions
What can I expect to see when I log in?
If you are a returning visitor to Optlink®, you will be prompted through a series of quick and easy steps to complete the challenge questions.
Select 5 questions, one from each drop down field in the menu.
Type your answers in the corresponding fields provided.
Choose questions with answers that you can easily remember. (You will be asked these questions for
identification purposes should you require password assistance or choose to make changes to your personal information and account security information.
All questions must be answered.
If you are a first time visitor to Optlink®, you will be prompted to create a password for accessing your online account. Follow the instructions on the
"Create Password" screen. You will then be prompted to set up your challenge questions. You will be unable to access your account information without completing these steps.
Click on the "Forgot Password" link on the Log in page. Verify your identity with your username and personal identifier.
Answer your challenge questions. After answering correctly, a time sensitive reset code will be sent to you via email. Enter the reset code and reset your password.
You will receive an email notifying you of the Profile update.
What is a personal identifier?
The personal identifier is an identifying number generated by Optlink® when a social security number is not provided. It is located on the Profile Page,
Personal Information Tab. The personal identifier is required should you forget your password. A Password Reset Code will be forwarded to your email address.
If letters are used, they should be capitalized - Ex. PID-XX-XXXX. If you do not remember your personal identifier, contact Client Services for assistance at
(866) 678-2271 or firstname.lastname@example.org
What are challenge questions?
To increase security, Optcapital uses multi-factor authentication to identify Optlink® users. This is a security feature designed to protect the
privacy and security of your personal information. The challenge Questions/Answers are used to identify you and prevent unauthorized access to your account. You must
establish challenge questions when you log in to Optlink® as a first time visitor. You may update your challenge questions at any time by selecting the Account Security
tab on the Profile page.
What is a reset code and when should I expect to receive it?
This is a one-time, time sensitive password that will be sent to you via email if you have forgotten your password.
Select "Forgot Password" on the Log in page. Verify your identity with your username and personal identifier. Answer your challenge questions.
After answering correctly, a reset code will be sent to you via email. Enter the reset code and reset your password. If you do not have an email
address on file, contact Client Services for further assistance to access your Optlink® account at (866) 678-2271 or
What is your Audit Policy?
Optcapital periodically performs audits to ensure the accuracy of plan information. We rely on accurate and timely information from our clients and from external data providers.
We perform periodic reviews of processes that we have in place to ensure the quality of the services we provide. Balances are subject to adjustment based on audit results.
What is your schedule for system maintenance?
Periodic maintenance is necessary for the protection and improvement of our systems and services. We require scheduled downtime for security patches, hardware upgrades, software patches and upgrades, and availability testing.
Monthly Maintenance Plan
To minimize service interruptions to clients, we schedule monthly maintenance from 7:00 AM until 12:00 PM on the third Sunday of each month. Even though the maintenance period calls for several hours, interruptions to clients are typically brief. We often will use only a small portion of this maintenance window. Should we ever need to make emergency changes or apply critical security patches, we will notify plan administrators via email in advance of system down time. Prior to and during any scheduled maintenance, we display a notification on the Home page of the Optlink® application to inform clients of the maintenance event and expected system availability.
What are Optcapital's business hours and holiday schedule?
Our business hours are 8:00 AM to 5:30 PM ET Monday through Friday. We observe NYSE holidays including New Year's Day, Martin
Luther King, Jr. Day, Presidents' Day, Good Friday, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas
Day. We will post notices of any early closings or additional holiday dates in the "Alerts" section of your Home page.