FAQs for PFA Home Office

Commonly/Frequently asked questions and how to get answers

Be sure to INCLUDE YOUR PFA ID# in any of your email correspondence. This will enable us to more quickly and efficiently assist you!

CUSTOMER SUPPORT:

If you have the following types of issues/questions, please contact our Customer Support Team at support@pfaoffice.com:

I didn’t get my Welcome Emails.
I forgot my password.
I can’t log in to Ptrac. (see article "Ptrac Password Troubleshooting" first)
How can I change my name in my profile?
I misspelled my email when I registered.
I want to resign from PFA.
I’m not seeing my new recruit in my downline.
I accidentally registered twice.
I entered the wrong upline PFA ID when I registered.
I tried to register and now it says my email already exists.
I want to reset my password.
I have a duplicate order or credit card charge.

RECOGNITION:

If you have the following types of issues/questions, please contact our Recognition Team at recognition@pfaoffice.com:

How can I check the status of my CFT application?
How do I submit my CFT application?
Questions about rings, watches, and jackets.
I have questions about my scoreboards, leaderboards, or points.
I want to update my recognition headshot.
I have questions about deferred compensation.
I have questions about 52 rolling week reports.

EVENTS:

If you have the following types of issues/questions, please contact our Events Department at hello@pfaevents.com.

I have questions about Super/Elite trips.
I have questions about upcoming meetings/conventions.
I have questions about convention awards.

LICENSING:

If you have the following types of issues/questions, please contact our Licensing Department at licensing@pfaoffice.com:

I want to transfer to a different upline/hierarchy (corrections should be directed to Customer
How can I purchase E&O insurance?
Where do I get my E&O certificate?
How often do I have to purchase E&O insurance?
How do I get appointed/reappointed?
What is PFA’s agency number for appointments?
I have questions about CAP increases.

COMMISSIONS:

If you have the following types of issues/questions, please contact our Commissions Department at commissions@pfaoffice.com:

When does PFA pay out commissions?
Where can I get my 1099?
Who do I speak with to change my bank information if PFA pays me commissions? (If you are only paid commissions from NLG, please contact NLG directly.)
Where can I find my PFA statement or pay stub?
I have questions about EquiTrust and F&G.
I have questions about LSW Annuity business.
All NLG Life (New York only) business requests (policy # that starts with NL only.)
I have questions about PFA chargebacks and/or PFA debt.

UNDERWRITING & COMPLIANCE:

If you have the following types of issues/questions, please contact our Underwriting Department at underwriting@pfaoffice.com:

I have questions about policies starting with LS.
I have concerns about another agent not being compliant.

Account Security:

We at PFA value our agents and want to continue to protect their personal information. Therefore, we are implementing stronger measures to further ensure the privacy and security of our agents' account information.

While we applaud your efforts to assist your fellow agents, we will only accept account corrections/changes directly from the account holder. You can only request changes to your own account and you should request them by emailing support@pfaoffice.com.

Once you are able to log in, changes to passwords, emails, addresses, and phone numbers can be made by the agent by logging into Ptrac and going to MY PROFILE, EDIT PROFILE. (See the article "Making changes to your profile" here in our Knowledge Base).

NOTE: Agents should NEVER share their account password nor their credit card information with anyone including their uplines or team members.

Address:

1300 Peachtree Industrial Blvd Suite 4210 Suwanee, GA 30024 Main Number: (770) 271-0443

Press option 1 for Underwriting Press option 2 for Licensing Press option 3 for Commissions Press option 0 for general support

Our Customer Support/office hours are as follows:

Monday - Thursday, 8:30 am EST - 5:30 pm EST Friday, 8:30 am EST - 4:00 pm EST