If an account holder is unable to access their online account, follow the steps below to verify and resolve the issue.
- Ensure the account holder is using the Online Account link and not the registration link
- Note: Refer to Obtain Link to Online Account for Registrants for guidance
- Confirm the username for the account holder matches the email address on file
- Navigate to People tab
- Search and select appropriate account
- In the gray sidebar under Online Account Info, verify the email address
- Confirm the Online Account Info Status is set to Active
- Note: If the status is Invited, the invitation has been sent but not yet accepted or opened. The invitation can be canceled and re‑sent
