HELP CENTER

Our highly qualified support staff is ready to assist you by answering questions and providing technical support.
This section will provide you with the most common questions and answers related to this system.
If you require additional assistance, simply contact us by email.

LOGIN PROBLEMS?
Q. I’m an employer/employee and I lost my password, what do I do?
A. Click the “forget your login?” link on the Login page, enter your User ID and click “continue”. You will be asked to answer the Identifying Question you selected when you originally set up your login. If you answer this question correctly, your password will automatically be reset back to the word “password”. Login immediately to set up your password again and keep it in a safe place. You may also contact technical support by using the “Contact Us” link to have your password reset. Be sure to provide your full name and employer’s info. Do not provide your User ID or other sensitive information. The system encrypts all password information and can only reset your password, not retrieve it. You may also contact your employer’s broker/administrator to reset your password within the system for you.
 
Q. I’m a broker and I lost my password, what do I do?
A. Click the “forget your login?” link on the Login page, enter your User ID and click “continue”. You will be asked to answer the Identifying Question you selected when you originally set up your login. If you answer this question correctly, your password will automatically be reset back to the word “password”. Login immediately to set up your password again and keep it in a safe place. You may also contact technical support by using the “Contact Us” link to have your password reset. Be sure to provide your full name and agency info. Do not provide your User ID or other sensitive information. The system encrypts all password information and can only reset your password, not retrieve it. A broker set up as an administrator in the system may also reset your password within the system for you.
 
Q. I forgot my User ID, what do I do?
A. Please contact your Human Resource Administrator. User IDs cannot be verified via technical support by using the “Contact Us” link for security purposes.
 
Q. The system says “Incorrect Password” when I try to log in.
A. Your password is Case Sensitive and will require you to enter it that way. Be sure your caps lock on your keyboard isn’t on, and if you still require assistance, you may need to have your password reset. In this case, see the section above addressing lost passwords and how you can get yours reset.
 
Q. The system says “User ID Does Not Exist” when I try to log in.
A. Your user ID is Case Sensitive and will require you to enter it that way. Be sure your caps lock on your keyboard isn’t on, and if you still require assistance, you will need to contact your administrator to be sure you were given the correct information. User IDs cannot be verified via technical support by using the “Contact Us” link for security purposes.
 
Q. I’m trying to complete my application and the system says my “Session Has Expired”, what do I do?
A. For security purposes, the system is set to log you out after 60 minutes of no activity. All of your data will be saved up to the last point you were working with. You will have to log in again and simply click “Continue” to get back to the section where you were before.
 
Q. I need help with an issue that has nothing to do with logging into the system. What do I do?
A. First log in, and then click the "help" link for further topics.