am being told that my User Name and/or Password is not valid.
should I do if I forget my User Name?
should I do if I forget my Password?
do I change my password?
am having trouble accessing Member Self Service on
1. I am being told that my User Name and/or Password is
not valid. Why?
A. This is because the User Name and/or Password you entered does
not match our records. You may want to try logging in again, making
sure your Caps Lock is not on (your Password is case sensitive), or
that you didn't accidentally add spaces or an extra character.
If you continue to experience problems, please call Member
Services toll-free at 866-822-0570, anytime between 8:00 AM and 9:00
PM ET, Monday through Friday.
2. What should I do if I forget my User
A. Forgetting your User Name is not a problem. By answering a few
questions based on information you gave us when you registered, you
can have your User Name delivered to you on screen. Start
3. What should I do if I forget my
A. You created your password when you registered for Member Self
Service. If you've forgotten your Password and need to create
a new one, click on the "Forgot your Password?" link. We'll ask
you to re-enter your User Name* and answer your Password hint
*If you've forgotten your User Name, refer to question 2.
4. How do I change my password?
A. Changing your password is easy: First, log in to Member Self Service with your current Password. Once inside Member Self Service, select "Update Your Profile" on the left-hand side of your screen and click on "Click here to change your Password." If you experience any problems, call Member Service at 866-822-0570, between 8:00 AM and 9:00 PM ET, Monday through Friday, and we'll be happy to assist you. For security purposes, we'll ask you to answer a few questions in order to verify your identity.
5. I am having trouble accessing Member Self Service on
A. It's important that you know we update our system daily. While the update is being conducted, you may not be able to access your account. Access to your account, and other Member Self Service features, is available during the following hours:
6:30 AM ET - 1:00 AM ET Monday through Friday
7:00 AM ET Saturday - 1:00 AM ET Sunday
7:00 AM ET Sunday - 5:00 PM ET Sunday