Forgot Username or Password

Resetting Your Password

If you cannot remember your password, you must reset it. To do so:

  1. From the login page, click Forgot Username or Password. The Forgot username/Password page opens.
  2. Enter your username in the field provided and the CAPTCHA text displayed in the fields provided.

Tip: If you do not remember your username, click Forgot Username? For more information, see Recovering Your Username below.

  1. Click Next.
  2. When prompted to Please select how would you like to reset your password?, select either Text or Email Link.
  3. Enter your phone number or email address at which you will receive a link to reset your password. If the phone number or email address matches what is on file for your account, the reset link is sent via the method chosen.
  4. Click Next. A confirmation message appears that reads:

“If information is found matching what you provided, a reset link will be sent to you. For email please check your Inbox, Junk and Spam folders.

For additional help please contact Technical Support.

You may close this browser window.”

  1. Using the link sent to you via text or email, unlock and reset your password.

The reset link is valid for 10 minutes.

Password Requirements

  • The passwords entered in the New Password and Retype New Password fields must match.
  • The new password can not be the same as your username.
  • The new password must include at least:
    • One letter and one number
    • One upper case letter
    • One of the following special characters: @ # $ % ^ & + = !
  • The new password must be different from the current password.
  • The password must be between eight and 16 characters in length.
  • You can not reuse your current password, any of the previous 12 passwords, or one used within the last 90 days.

Passwords expire every ninety (90) days.

Recovering Your Username

  1. From the login page, click Forgot Username or Password. The Forgot username/Password page opens.
  2. Click Forgot Username?
  3. Enter the email address associated with your account and the CAPTCHA text in the fields provided.
  4. Click Next.

If your email address matches one on file, an email with your username is sent to that address.