1. How do I log in to the web site?
2. What do I do if I am a First Time User?
3. What if my password is not working?
4. What do I do if I forgot my User Name?
5. What if I forgot my answer to the Security Question?
6. What if I do not recognize my Security Image and Caption?
7. How Do I log in with Extra Security?

Q: How do I log in to the web site?

A: In order to log in to the web site, you must enter your Username and Password.

1. Begin by entering your User Name on the Login page.
2. Next, you may be asked to answer one of your security questions.
   Note: When you are logging in from a trusted computer (e.g. home computer), select "Yes" to remember this computer. This will simplify future logins.
3. Next, your Security Image and Caption will be displayed and you will be asked to enter your Password. If you do not recognize your Security Image or Caption, do NOT type your Password and contact Customer Service immediately.

Note: If you have not registered for access to the web site, you will need to register as a "First Time User".

Q: What do I do if I am a First Time User?

A: For First Time Users:

1. You will need to register to the website to get access to your My Account information.
2. Complete the registration page by entering in all required fields (including Contract Number and Social Security Number).
3. Once you have completed the registration page, you will receive an email with a link to complete the registration process.
4. Next, you will be taken to the Login Page. Enter your User Name and click "Login".
5. Complete the process to select a Security Image, Caption and Security Questions. This is a one-time setup for your enhanced security. You will create a secure password to be used in future logins.
6. Click here to register for account access as a first time user.

Q: What if my password is not working?

A: First, make sure you are typing your Password correctly. Remember it is case sensitive and is between 8-25 characters long with at least one capital letter, one lower case letter, and one number. (Special characters such as, @!$%^&*()-+/>< are allowed, but are not required)

Note: We recently updated our password rules to allow for up to 25 characters. If you do not remember your password, click here to go to "Forgot My Password".

If you have forgotten your password:

1. Enter your User Name and select "Login".
2. On the next page you may be asked one of your security questions. Type in the answer and select "Continue" or if enrolled in Extra Security, enter your verification code.
3. The next page will contain a link for "Forgot My Password", select the link.
4. Once you are on the next page, enter your User Name and click "Submit". You will then be prompted to answer a security question or verification code, if enrolled in Extra Security. An email containing instructions to reset your password will be sent to the email address on file.
5. You will be prompted to enter a new password.
6. Confirm new password by entering it a second time in the corresponding field.
7. Once you have entered the new password twice, select "Update Password".
8. Click here to go to "Forgot My Password."
   Note: You must be registered with security questions and an image before using the "Forgot My Password" link.

Q: What do I do if I forgot my User Name?

A: To retrieve your User Name:

1. Select the "Forgot My User Name" link.
2. Enter your Social Security Number and select "Submit".
3. Answer one of your security questions and select "Continue" or if you are enrolled in Extra Security, enter your verification code.
4. Once the security question is answered correctly, or verification code has been verified, your User Name will be displayed.
5. Click here to go to "Forgot My User Name."

Reminder: Once the User Name is designated, it cannot be changed.

Q: What if I forgot my answer to the Security Question?

A: Please call Customer Service at (800) 722-4448 for help with your Security Question.

Q: What if I do not recognize my Security Image and Caption?

A: Please call Customer Service at (800) 722-4448 for help with your Security Image.

Q: How Do I log in with Extra Security?

A: In order to log in to the web site using Extra Security, you must first enter your User Name, then enter a Verification Code, then enter your Password.

1. Begin by entering your User Name on the Login page.
2. Next, a one-time use Verification Code will be sent to your mobile phone via SMS Text Message.
3. Enter the Verification Code in the entry field onscreen and select Continue.
4. Next, your Security Image will be displayed along with an entry field for your Password.
5. Enter your Password and select Login.

Note: To use Extra Security, you must have a valid, verified mobile phone number saved in your Account Profile and have the Extra Security feature enabled in the 'Manage Extra Security' section.