Top Technical Frequently Asked Questions

Why am I getting the error "Your Account Access session has timed out"?

If your session timed out unexpectedly, please log in again. For security reasons, your session is automatically logged off after 15 minutes of inactivity.

If this issue persists, close all of your browser windows. Then, re-open your browser, clear your browser cache, delete your cookies, and attempt to log in again. Please call us at 1-800-359-3379 if you need further assistance.

How do I set my browser to accept cookies?

Cookies are pieces of data given to the browser on your computer. This piece of data is sent back to the server each time you access a new page.

The purpose of enabling cookies is to help websites identify returning users to provide them with customized pages. You will not be able to access any secured pages if you set your privacy setting to Block All Cookies. Follow the steps below to enable the cookies:

Internet Explorer 6.0—11.x

For AOL users, minimize your AOL browser, open Microsoft Internet Explorer and follow the steps above for your version. To verify your version, click on Help at the top of the browser, then About Internet Explorer.

How do I clear my browser cache?

Your browser stores previous versions of website pages in order to load those pages more quickly. These previous versions are stored in the browser's "cache". Sometimes, you may need to clear your cache in order to improve your browser's performance or to view the most recent version of a web page. Follow these instructions to clear your cache:

+Internet Explorer 8.x—11.x
+Internet Explorer 6.0 and 7.x
+Firefox 3

My browser is Internet Explorer 9 and I can't log in to Online Account Access.

If you're having difficulties accessing secure pages on our website in IE9, please take the following steps:
  • At the top of your browser click Tools, then Internet Options.
  • Click on the Advanced tab.
  • Scroll down to the Security section and make sure "Use TLS 1.2" is unchecked.

Need further assistance? Send us an email.

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