Help with Login

  • How do I log in?
  • What if I forgot my User ID?
  • What if my Password is not working?
  • What if I don't recognize the User ID on my computer?
  • How do I reset my Password?
  • Why do I have to answer personal challenge questions?
  • How do I reset my personal challenge questions?

How do I log in?

To log in:

  • Enter your User ID. Once you do, you may be asked to answer the personal challenge questions you chose when you created your User ID. When logging in from a trusted computer (such as a home computer or office computer), you can check Remember my User ID on this computer. Doing so will simplify future logins.
  • Once you've completed these steps, you'll be asked to enter your Password.
Back to top

What if I forgot my User ID?

Select Forgot your User ID? You can then retrieve your User ID by entering the email address associated with that User ID. Your User ID will be sent to the email address you provided.

Back to top

What if my Password isn't working?

Make sure you've typed in your Password correctly. Remember, it is case sensitive.

If you have forgotten your Password:

  • Select Forgot your Password?
  • Enter your User ID in the Forgot Password section of the page and select Reset Password.
  • Confirm your identity. Be sure to answer the personal challenge questions exactly as you entered them when you first selected the questions.
  • Enter and confirm your new Password. It must be 6 to 12 characters, using letters and numbers and no special characters (?, *). Your Password should be unique to you and difficult for others to guess.
Back to top

What if the User ID on my computer isn't correct?

If you don't recognize the User ID on the login page, you can clear it by clicking on the box and using the Backspace or Delete key. Once the User ID has been cleared, you can then enter your User ID in the box to continue logging in. If you're using a trusted computer (such as a home computer or office computer), you can click Remember my User ID on this computer to simplify your future logins.

Back to top

How do I reset my Password?

  • Select Password on the Forgot your User ID or Password link on the login page.
  • Enter your User ID in the Forgot Password section of the page and click Reset Password.
  • Confirm your identity. Be sure to answer the Security Questions EXACTLY as you entered them when you first selected the questions.
  • Enter and confirm your new Password. It must be 6 to 12 characters, using letters and numbers and no special characters (such as *). Your Password should be unique to you and difficult for others to guess. Also, remember your Password is case sensitive.
Back to top

Why do I have to answer personal challenge questions?

You're asked these questions because we need to confirm your identity.

You may be asked to answer personal challenge questions during login if you:

  • Are logging in from a new computer for the first time.
  • Have not previously selected Remember my User ID on this computer.
  • Have recently cleared cookies or reset settings on this computer.

Be sure to answer the questions exactly as you entered them when you first chose the questions. Any punctuation used during the setup process must be included in your responses to these questions. For example, if you answered St. Mary's, you should enter St. Mary's, not StMarys. If you have forgotten your answers, please contact us. Answers to the personal challenge questions are not case sensitive.

Back to top

How do I reset my personal challenge questions?

If you cannot log in and need to change your personal challenge questions, please contact us.

If you're logged in and want to change your security questions, select Security Center from the Help & Support menu. After you've confirmed your identity by entering your Password, select personal challenge questions to make changes.

Back to top