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Troubleshooting Guide

If you're having trouble accessing your online account, here's help.

Recover username

If you can't remember your username, take these steps to recover it.

Step Action
Step 1: Go to the "I forgot my username" page.
Step 2: Enter your account number or SSN, last name, and date of birth.
Step 3: Confirm the email address for your username to be sent.
Step 4: Check your email for your username.

Reset password

If you forgot your password, take these steps to reset it.

Step Action
Step 1: Go to the "I forgot my password" page.
Step 2: Enter your account number or SSN, last name, and date of birth.
Step 3: Confirm the email address for your password to be sent.
Step 4: Check your email for your temporary password.

Unlock account

If you are locked out of your account because you entered the wrong password too many times, take these steps to unlock it. If you are locked out of your account because you forgot your security question, contact us.

Step Action
Step 1: Go to the "I forgot my password" page
Step 2: Enter your account number or SSN, last name, and date of birth.
Step 3: Confirm the email address for your password to be sent.
Step 2: Check your email for your temporary password.

Browser Recommendations

  • Internet Explorer 11 (this is the latest version of IE - Microsoft no longer supports prior versions as of Jan 2016)
  • Microsoft Edge (this is the replacement browser for IE) - Latest Version
  • Mozilla Firefox - Latest Version
  • Google Chrome - Latest Version
  • Apple Safari - Latest Version

Need More Help?
Contact us if you continue to have problems signing in to your account or if you are having difficulty using the website.

NOTE: If you are at work, your employer's firewalls, privacy software, and other heightened layers of security may hinder our website's functionality. Try using a non-work computer before you report the problem.