Account Locked

Is your account locked? There are three ways you can unlock your account.

  Tip: If you ever forget your password, you can use the Password Helper to get back in.

1. "Confirm your identity" security prompt

The fastest way to resolve this is to verify either your security question answer or to have a code sent to the mobile number or alternate email address you have on file with us. Check out the "'Confirm your identity' pop-up message" article for details on how to clear this prompt.

Confirm your identity verification box

2. "Invalid ID or password" error message

This error could be caused by a mistyped password or by a browser caching issue. For help with fixing this issue, see what to do if you're unable to sign in.

Invalid ID or Password Module

3. Account locked temporarily

The easiest fix is to contact Customer Support to get immediate assistance. Or wait 12 hours for the lock to clear, and then enter your correct username and password.

Account Locked Temporarily notification box

If you think someone is trying to access your account, see our help article about compromised accounts right away.

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