Two-Way Verification is a quick code exchange at the start of a support call or chat that confirms you are the account holder and that the person helping you really is from Retired.com — this article explains how it works and where to find your code in the web portal and mobile app.
What you'll need
Your Retired.com login (web portal or mobile app)
Access to your account during the call or chat
How Two-Way Verification works
Most identity checks only work one way: a company confirms who you are. Two-Way Verification works in both directions. Your account shows two four-digit codes — Your code and the Support Agent's Code — and the Service Team member you're speaking with sees the same pair on their screen. You share your code to them; they share their code to you. When both match, you both know the conversation is genuine and the call or chat continues.
This is Retired.com's primary way of verifying you, and it's used on inbound and outbound calls and in chat. Because it relies on a code that only you can see by logging in, it's a strong defense against anyone impersonating you — and against anyone impersonating us.
Where to find your code
In the web portal
Log in at app.retired.com.
Select your name in the top-right corner to open your profile menu.
Under Settings, select Security (or select Account Settings, then the Security tab).
Find the Two-Way Call Verification card. Your code appears on the left, and the Support Agent's Code on the right.
In the mobile app
Open the app and tap the profile icon in the top-right corner.
Under Settings, tap Two-Way Call Verification.
Your code appears at the top of the screen, with the Support Agent's Code below it.
A countdown under the codes shows when they will refresh. A Service Team member can walk you to this screen during the call if you can't find it.
What happens on the call or in chat
The Service Team member greets you and lets you know they'll complete a quick two-way verification to protect your account.
They ask for your first name, last name, and, if you have it handy, your account number.
They ask you to log in and open Two-Way Call Verification, then read them Your code.
They read you the Support Agent's Code. Check that it matches the code on your screen.
Once both codes match, verification is complete and they can help with your account.
Codes refresh every 60 seconds
Both codes change every 60 seconds, on your screen and on the Service Team member's screen at the same time. If a code refreshes mid-exchange, just read the new one — there's no limit on how many times you can try. The countdown timer below the codes shows how long the current pair is valid.
If the codes don't match
If the code the Service Team member reads to you doesn't match the Support Agent's Code on your screen, or they're unable to share a code at all, hang up and call us directly at 1-800-RETIRED (1-800-738-4733). Don't share any other account details first. Codes not matching is very rare and would be investigated immediately, so please do call us back so we can look into it.
If you can't log in during the call
Two-Way Call Verification requires you to be logged in, so there are times it won't be practical — for example, if you're driving, or if a VPN or connection issue is keeping you from signing in. In those cases, the Service Team member can verify you another way by asking for details on file. If you'd rather use Two-Way Call Verification, you can also call back once you're able to log in.
Common questions
Is Two-Way Call Verification used on every call and chat?
Yes. It's our primary method of verification for inbound calls, outbound calls, and chat. The Service Team will always try to use it first, and will only fall back to another method if you're unable to log in.
Do I need to set anything up?
No. The codes are generated automatically for every account — there's nothing to enroll in or turn on. You only need to be able to log in to the web portal or mobile app.
Will Retired.com ever ask me for my code by email or text?
No. Your code is only ever exchanged live, during a call or chat you're part of. If you receive an email or text message asking for a verification code, don't reply — see our article on avoiding scams and safeguarding your account.
Is this the same as 2-Step Verification?
No. Two-Step Verification (also called multi-factor authentication, or MFA) protects your login with a one-time passcode. Two-Way Verification protects your support conversations by confirming identity in both directions. We recommend using both.
Need more support? Contact our Service team
Select "Start a Conversation" from the Chat menu or call us at 1-800-RETIRED