Answers to common questions about logging in

Username questions

Q: What is my username?

A: You can use either the e-mail address you enrolled with, or your Member ID. Your Member ID should be 10 digits and may begin with zeros "0".

Q: I no longer use the e-mail address I gave you.

A: You can still log in using your old address, but please update your member profile after logging in.

Q: I don't remember what e-mail address I gave.

A: Use your Member ID shown on your card. If you cannot find the number, call customer service at 1-800-527-9711, M-F 8am-8pm and Sat. from 8am-2pm CST.

Password questions

Q: Are passwords case-sensitive?

A: Yes. If you requested a password reset you'll need to enter it in lowercase, and be sure to include the hyphen.

Q: I used the password reset feature but did not receive a new password.

A: Passwords are sent immediately, but your e-mail provider might delay its delivery. You might also want to check your junk mail folder, to see if it was misdirected.

NOTE: If you do not receive a new password, call customer service at 1-800-527-9711, M-F 8am-8pm and Sat. from 8am-2pm CST and they will help you reset your password. Your problem should be resolved within one business day.

Password reset issues

Q: I tried to reset my password but I got an error that my e-mail address could not be found.

A: You must use the e-mail address that is associated with your membership. It may be the one you gave us when you joined, the one you used when you first registered or any updated address you may have entered when you were logged in to your account. If you have multiple e-mail addresses, you may want to try another to see if a different address is associated with your account. If you still have problems, call customer service at 1-800-527-9711, M-F 8am-8pm and Sat. from 8am-2pm CST and they will help you reset your password. Your problem should be resolved within one business day.

Need additional help?

Q: My question is not answered here.

A: Call customer service at 1-800-527-9711, M-F 8am-8pm and Sat. from 8am-2pm (CST) to get assistance logging in. You can also contact us by e-mail.

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