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How do I request my username or password?

If you need both the username (e-mail address) and password for your account, or upon login you receive the following error message: "We do not have this Username in our files," please see below.


  1. Please use our online Identification Information Request Form. You will be asked to answer several questions to verify your identity, and once your submission is received, a Customer Service Representative will send your username and a temporary password to the valid, e-mail address you specify on the form. If you do not have a valid, e-mail address, or for some other reason are not able to use the above form, please see step 2.
  2. If you cannot use the option above, please phone Customer Service toll-free at 1 (866) 543-0243 in the United States or (650) 724-0627 international, between the hours of 8:00 am - 5:00 pm Pacific time Monday through Friday.


  • Your username is the beginning part of your e-mail address. For example, if your e-mail address is, your username would be jsmith.
  • Remember that the password you created in the past contains at least one number.
  • Please note that a temporary password is valid until 11:59 pm (Pacific time) tomorrow. Once you log in with your username and temporary password, you will be prompted to enter a permanent password of 5-14 characters, where one character must be a number.