Q: An error message “no known record” appears when I try to register for mySFERS. What does this mean?
A: The error message “no known record” indicates that our system is unable to identify you as a current SFERS member. If you are a member with “vested” status you do not have access to mySFERS at this time. If you are an active or retired member, or a survivor of a deceased member who is receiving a continuation benefit, please check that you have entered your personal information correctly. You must enter your name exactly as it appears in the City’s payroll/pension records. Include surname with your last name (e.g. Jones Jr.) and hyphen or apostrophe (e.g. Williams-Smith or O’Brien)
Q: I can’t remember my password. How can I reset it?
A: From the top navigation menu on the Home page, select Resources. Under the dropdown navigation on the left side of the page, select Member-Only Portal. On the left side of the screen, look inside of the blue Log In box and click on “Forgot your password?” An email will be sent to you with instructions on how to reset your password.
Q: I can’t remember my username. How can I retrieve it?
A: From the top navigation menu on the Home page, select Resources. Under the dropdown navigation on the left side of the page, select Member-Only Portal. On the left side of the screen, look inside of the blue Log In box and click on “Forgot your username?” An email will be sent to you with instructions on how to retrieve your username.
Q: Will my browser support mySFERS?
A: The SFERS website is built to work best in the latest desktop browsers. Older browsers might display differently, but should offer full functionality for most components. We support the latest versions of the following browsers and platforms:
|Mac OS X||Supported||Supported||Supported||Supported|
Chromium and Chrome for Linux, Firefox for Linux, and Internet Explorer 8 may work, but are not officially supported.
Q: Documents printed from mySFERS do not look as they appear on the screen. Why?
A: If you are experiencing a printing issue from mySFERS, it may be related to your browser settings.
Q: I am having trouble registering for mySFERS. What should I do?
A: If you are having trouble registering for mySFERS, try the following:
- Check the spelling of your name. Your name must be entered into mySFERS exactly as it is in your official payroll record (see your check stub)
- Confirm that you are currently an active or retired SFERS member. Vested members are not able to access mySFERS at this time.
If the problem persists, you can contact SFERS at email@example.com
Q: Am I required to accept the disclaimer and privacy disclosures before I can register for mySFERS?
A: Yes. You must certify that you agree with the SFERS disclaimers and privacy disclosures related to the member-only portal before you are allowed access.
Q: I can’t remember which email address I used when I registered for mySFERS. Where can I find my email address for my mySFERS account?
A: A record of your email address is located on the Dashboard screen of your mySFERS account. You can update it anytime.
Q: How do I change my address?
A: If you are an active member, you must update your address with the City’s Human Resources Department (DHR) or your department Payroll Officer. The address information SFERS collects for member communications comes directly from each department’s payroll division.
If you are a retired member, download the Change of Address Form , complete and submit the form to SFERS. You can find the form on the SFERS website by selecting the Resources link, then Forms.
Q: I plan to retire and move to another country. Will I still have access to mySFERS?
A: As long as you have access to the internet, you should be able to access your mySFERS account. Please make sure to update your address with the Retirement System.
Q: I recently retired from the City. Why am I no longer able to access my mySFERS account?
A: When you retire from SFERS, there is a period of about 4 – 6 weeks during which you transition from an active member to a retired member. During this transition period (from “active” status to “retired” status), you will either remain in the system as an active member, or you will not have access to mySFERS. Once you attain retired status (receive your first retirement allowance) you will be able to register for mySFERS as a retired member.
Q: My service credit does not appear to be accurate. How can I verify my service credit?
A: When calculating service credit, keep these factors in mind:
- You begin earning service credit as of your membership date (located on the dashboard screen)
- Service is credited to you according to the number of hours worked and paid on a fiscal year basis (July 1 – June 30)
See your “Summary of Key Plan Provisions” (SPP) for SFERS’ service credit formula. If you have additional questions concerning service credit, you can write to the Retirement System, or visit our office in person at 1145 Market Street, 5th Floor, San Francisco, CA 94103
Q: My annual compensation for the current year does not appear to be accurate. How is it calculated?
A: Your annual compensation for the current year is the amount you have earned as of the fiscal year-to-date. Annual compensation is updated bi-weekly according to payroll records. Please note that your compensation displayed in mySFERS is lagged by one pay period, so it does not reflect earnings from the pay period immediately prior to the “as of” date. If you have questions concerning annual compensation, you can write to the Retirement System, or visit our office in person at 1145 Market Street, 5th Floor, San Francisco, CA 94103
Q: I am logged into mySFERS, but I cannot find records of my documents for years prior to 2014. Are they available in mySFERS?
A: We are providing member documents for the most current year only including annual statements for active members, and 1099R forms and advice notices for retired members. Each member will accumulate an archive of documents as they are generated going forward.