Frequently Asked Questions

Retrieving your Customer Login information

Last Updated: August 21, 2007 9:39 AM

To log in to your account you need to have your customer number and password. If you cannot remember your customer number or password, you can use our Account Retrieval System to obtain the information necessary to access your account.

To Recover Your Customer Number

  1. Open your Account Manager.
  2. Click Retrieve My Password.
  3. From the Retrieve Customer Number panel, from the My list, select a product you purchased.
  4. In the is field, type the information for the product.
  5. In the Enter the security access code field, type the appropriate numbers and letters.
  6. Click Continue.
  7. Verify your email address. A message containing your Customer Number will be sent to the email address on file for this account.
  8. NOTE: The name on the email address is masked with **** for security purposes. The number of * corresponds to the number of characters in the name of the email address. For example, john@email.com is ****@email.com, while jennifer@email.com is ********@email.com.

  9. If this email address is valid, click Continue.
  10. If you believe the email address is not valid, click Email Change Form and complete the form. Fax it to us with the necessary documentation to change the email address.

To Retrieve Your Password Hint

  1. Open your Account Manager.
  2. Next to Forgot your password?, click the Click Here hyperlink.
  3. Click Retrieve Password Hint.
  4. From the Retrieve Password Hint panel, in the Customer Number field, type your customer number.
  5. In the Street Address field, type your street address.
  6. In the Enter the security access code field, type the appropriate numbers and letters.
  7. Click Continue to return to the Account Login page.
    Your password hint displays above the Password field.

To Reset Your Password

  1. Open your Account Manager.
  2. Next to Forgot your password?, click the Click Here hyperlink.
  3. Click Reset Password.
  4. From the Reset Password Authorization panel, in the Customer Number field, type your customer number.
  5. In the Enter the security access code field, type the appropriate numbers and letters.
  6. Click Continue.
  7. Verify your email address. A message containing your authorization code will be sent to the email address on file for this account.
  8. NOTE: The name on the email address is masked with **** for security purposes. The number of * corresponds to the number of characters in the name of the email address. For example, john@email.com is ****@email.com, while jennifer@email.com is ********@email.com.

  9. If this email address is valid, click Continue.
    We will send an email message to you with your account information. Follow the instructions in the email message to use the authorization code to reset your password.

NOTE: The authorization code received in this email message is valid for only one reset and only for 2 hours from the time it was sent. If the authorization code expires or if you use it and the reset fails for some reason, you must obtain a new authorization code email to attempt the password reset again.