If You Forgot Your Password

After you click the Forgot your Password? link on the Sign-On page, either Troubleshooting information or the Forgot Your Password – Retrieve Step 1 page displays as described below:

1. On the Forgot Your Password – Retrieve Step 1 page:

   1. Type your ID in the Sign-On ID field.

   Note: If you cannot remember your ID, click Forgot your Sign-On ID? for further instructions.

   2. Type the personal Email Address you entered during the enrollment process or your work email address if you can’t remember your personal address. (You may have changed either address on your My Profile page.)

   3. Click Continue.

   An email containing a one-time password is sent to the email address you have saved in the system. If you enter an email address that is not saved in the system, the "We cannot process your request at this time. Please contact your financial institution" message displays.

2. On the Forgot Your Password – Retrieve Step 2 page:

   1. Enter the one-time password you received via email.

   Note: The one-time password must be entered within the time interval specified in the email. If the time period elapses prior to using the password, click Regenerate OTP to receive a different one-time password via email.

   2. Click Enter to complete this process.

3. If the one-time password is entered correctly in step 2, the Password Retrieve Succeeded page displays. Click the Return to Sign-On page link to return to the Sign On page.

A second email is sent to the email address you have saved in the system with a temporary-generated password.

4. On the Sign On page:

   1. Type your ID in the Sign On ID field.

   2. Click Enter.

5. When the next Sign-On page displays with your ID at the top:

   1. Type temporary-generated password you received in the second email.

   2. Click Sign-On.

The New Password Required page displays, prompting you to reset your password. Refer to the Changing Your Password topic in this section for details about resetting your password.