Frequently asked questions


about using our site

Below are some of the questions we're often asked about using our website. If your question isn't answered here, you can always contact our Web manager.

If I set up my member access on, can I use the secure features immediately?

When you set up your member access, you will be given the choice of getting your password immediately or having a temporary password mailed to the address we have on file.

To get your password immediately, you will need to verify your identity using our online process. If you successfully complete the process, you can use all of's secure features right away.

Please note: You can only use the online confirmation process if you're 18 or older; if you're under 18, you'll receive a temporary password in the mail.

How does the online method for confirming my identity work?

When you use the online method to confirm your identity, you will be asked to answer security questions that are created by our third-party contractor using information about you in public databases. These may include personal questions, including those about addresses at which you've lived or people you are or have been related to.

How does the traditional mail confirmation method work?

Using the traditional mail method, we'll confirm your identity with the mailing address we have on file. We'll mail your temporary password to this address in about 3 to 7 business days. When it arrives, sign on with your temporary password to use all of's secure member features.

I got my temporary password several months ago and just tried to sign on for the first time. Why didn't my temporary password work?

If you don't sign on to with your temporary password within 90 days, your temporary password will expire, and you will need to request a new one from Member Services. This is an additional precaution we take to protect your personal information.

A message appeared on my computer screen saying that the website is not authenticated. Is this website safe for my computer?

Yes. Our website uses a security protocol to protect the information you send and receive. Information that you provide, such as your name, address, or credit card number, is encrypted so that other people can't read it. To protect the security of your personal information, you must have high (128-bit) security encryption installed and enabled on your browser in order to sign on to our site.

When I tried to log on to your website, my user ID and password were not accepted, even though I am certain I entered the information correctly.

There are several reasons why your user ID and password may not be recognized. To solve the problem, please try the following:

  • Check for correct capitalization (user IDs are not case-sensitive, but passwords are case-sensitive).
  • Make sure your computer's "Caps Lock" and "Num Lock" keys are off.
  • If you are using a computer that is shared by others, you may need to delete your browser's cookies or clear your browser's cache.