Frequently Asked Questions

Who can I call for assistance?

For assistance, please contact your Chevy Chase Trust Senior Trust Officer or call 1-888-940-2282 during our regular business hours, 8:30 a.m. – 5:00 p.m. EST Monday through Friday. If you need assistance with login after business hours, please call 1-800-461-0237. (Use PIN #0633).

What browsers can I use?

Chevy Chase Trust Online is compatible with most browsers including Internet Explorer, Chrome, Firefox and Safari. This program was developed to be compatible with most versions of these browsers.

When can I access my account information?

You can access your account information online 24 hours a day, 7 days a week, with the exception of Sunday morning between the hours of 7:00 a.m. and 10:00 a.m. due to regularly scheduled system maintenance.

Who can view my account information using this service?

Only authorized Chevy Chase Trust personnel, you, and those individuals authorized by you may access your account information.

How can I add to or change the accounts I can access?

To make changes or additions to the accounts you can access, contact your Senior Trust Officer.  Your request, once verified with the Senior Trust Officer, will be processed within two (2) business days.   If we are unable to process your request you will be contacted by your Senior Trust Officer.

What do I do if I get locked out?

If you enter the wrong password three times, your account will be locked out.  Contact your Senior Trust Officer to have your account unlocked or you can contact the Help Desk at 1-800-461-0237. (Use PIN #0633) after normal business hours.

How can I change my password?

  • After entering the User ID and typing in the current password, click the “Update Your Profile” button at the bottom of the screen.
  • Click on the “Password” button.
  • Once the password change is complete, click the “Update Information” button to return to the login screen.
  • Click the “Continue Login Process” button.

The following rules apply to Passwords:

  • They must be between 8 and 20 characters.
  • They must contain at least one number; one upper-case character; and one lower-case character.
  • They may have no more than two repeating characters.
  • They must not match any of the user’s last five passwords.

Can I download my account information?

You can download your holdings detail, taxlot detail and transaction history from the Navigation menu.  Open the Navigation menu and select “Export.

Why doesn’t the Navigation Menu stay at the top of the page?

Our existing infrastructure does not lock the Navigation Menu in a static position within Chevy Chase Trust Online.  This enhancement will be a consideration for future system updates.

How do I sign up for e-Statements?

From the Navigation Menu select “My Documents.”  Click on the green “Go Paperless” icon on the right side of the screen.  Change the “Delivery Preference” option to E-Statement, enter the email address where you would like to receive your statement and click the “Submit” button.

How do I export data?

You can export data from each page within Chevy Chase Trust Online.  From the Navigation Menu select “Export.”  A message will appear at the bottom of the page where you can Open the data in Excel or Save the data to your computer or device.

How do I Download to Quicken?

From the Navigation Menu select “Download to Quicken.”  Select the transaction date range and accounts you would like to download and click on the “Download to Quicken” button.

Can I download to TurboTax?

At this time, we do not have the capability to download to TurboTax directly from the website.


How much transaction history is available online?

The Transaction History page allows you to review up to 17 months of account information including the current month.  At the top of the page, you can select the type of activity from a drop-down menu.  For each specific type of activity, you may view 17 months of information.

Can I look only at specific types of transactions?

Yes. On the Transaction History page, you can customize how you view your transactions.  Click the “All Transactions” button at the top right corner of the screen, select the transaction types you wish to view, then click the “Go” button.  You can also select a date range by clicking the “Last 30 Days” button.

How can I view a different account?

If you have more than one account, you will see an Accounts drop-down list at the top right corner of the screen. From this list you can select the account you wish to view.


How can I view my portfolio by percentage of asset types?

This information is available on the Asset Allocation pie chart which can be viewed on the My Accounts page in the top right quadrant, as well as on the Account Summary and Holdings Detail pages. It is displayed both numerically and in a pie chart. If you are viewing from a desktop computer, you can also hover over each pie section for the dollar amount.

How do I know how much I have invested in a specific investment type?

This information is shown on the Holdings Detail page.  You can select the “All Holdings” button located on the left side of the page directly above the Description column to customize your view.

Can I see gain or loss information for each investment?

Yes. The gain/loss information is available on the Account Summary page.  You can also view gain/loss information by asset on the Holdings Detail and Taxlot Detail pages.

How do I know the last date an asset was priced?

This information is displayed on the Holdings Detail page under the asset name.

How do I know if there are any pending trades in my account?

You can view all pending activity on the Account Summary page. The current pending trades will be displayed under the Pending Activity section.

How can I view a different account?

Use the drop down window located at the top right corner of each page to select the Account List page.  From there you may select the account you wish to view.

How do I create a favorite group of accounts?

From the My Accounts Page select “Show All” in the Market Value section.  Select the accounts you want to appear in your favorites by clicking on the stars to the left of the account name.   Save this list by clicking the “Save” button under the Navigation Menu.


Where can I find additional information? You can call your Senior Trust Officer for more assistance.  In addition, a detailed User Guide is available on our link below.

Chevy Chase Trust Online User Guide.