If you do not know the correct password for your screen name, we can help you.
Here's what to do:
Web users: Click the I forgot my password link on the Screen Name Service sign-in screen. Enter your screen name and the letters/numbers you see in the image, then click Next. Soon after submitting your screen name you will receive an email from the Screen Name Service asking you to confirm your request to reset your password. Enter your new password in the fields provided and click submit.
Broadband Members: If you use our broadband connection, including DSL, cable, or satellite, you need to call Member Services to reset your password.
To reset your password if you connect to our broadband service with a dial-up modem
1. Start the software and on the sign-on screen then choose the screen name for which you have forgotten your password from the Select Screen Name list.
2. Click Forgot Password.
3. Click Yes to confirm that you have the information listed on the Verifying Your Account window, and then click Continue.
4. Type information requested to verify you are an authorised account user, and then click OK.
5. Type your new password twice in the spaces provided, and then click OK.
Notes:
- This password reset feature is currently available only to members who connect with a dial-up modem. If you use our broadband connection, which includes DSL, cable and satellite, the billing contact for your account needs to call Member Services. The billing contact for your account is the person whose name appears on the method of payment.
- You have two opportunities to provide the correct information to verify that you are an authorised account user.
- If you have set the software to remember your password, you need to remove the stored password so you can sign on with your new password.
