My EmailFAQs

I can't log in to the "My Account" page

If you are experiencing problems logging into "My Account," please try the following:

A. Check your email address and password

  1. Make sure you are entering the correct email address.
  2. Check to see that the Caps Lock key is not set while entering your password.

If you are sure that you are entering the correct email address and password, but the logon screen keeps looping back each time, try the following:

B. Adjust your system clock

  1. Check your system's clock by double-clicking the time, which is usually found in the lower right-hand corner of the screen.
  2. Make sure the time is set to the correct date and local time. If not, you will need to adjust it using the arrow buttons.
  3. Check the Time Zone to ensure it is set to your proper location.
  4. Click OK when finished.
  5. Click the Start button and select Shut Down.
  6. Restart Windows.
  7. Login again to the emailMyName My Account page.

If the above steps do not solve the problem, try the following:

C. Delete cookies and temporary Internet files

For Internet Explorer 7.x users:

  1. Open Internet Explorer.
  2. From the Tools menu, select Internet Options.
  3. Select the General tab.
  4. Under Browsing history, click Delete.
  5. Click Delete cookies button under Cookies.
  6. Click OK to confirm.
  7. Click Delete files button under Temporary Internet Files.
    Note: Check the box Delete all offline content to delete the offline files saved on your system.
  8. Click OK to confirm.
  9. Click Close.
  10. Click OK to exit.

For Internet Explorer 6.x and 5.x users:

  1. Click on the Windows Start button, point to Settings and select Control Panel.
  2. Double-click on the Internet Options icon.
  3. Select the General tab.
  4. Under Temporary Internet Files, click on Delete Cookies.
  5. Click OK to confirm.
  6. Under Temporary Internet Files, click on Delete Files.
  7. Ensure that Delete all offline content is checked.
  8. Click OK and OK again to exit Internet Options.

For Netscape users:

  1. Open Netscape.
  2. From the Edit menu, select Preferences.
  3. Under Category, click on Advanced.
  4. Ensure that Enable JavaScript is checked.
  5. Under Cookies, ensure that Accept all cookies is checked.
  6. Click on the + next to Advanced.
  7. Under Advanced, click on Cache.
  8. Click on Clear Memory Cache.
  9. Click OK.
  10. Click on Clear Disk Cache.
  11. Click OK.
  12. Click OK to exit Netscape Preferences.

D. Adjust your browser's security settings

For Internet Explorer:

  1. Open Internet Explorer
  2. Go to the Tools menu.
  3. Select Internet Options.
  4. Click on the Security tab.
  5. Change the security slider to the Medium setting.
  6. Click OK.

    Note: You may need to restart your browser for the changes to go into effect.

For Netscape Navigator or Communicator:

  1. Open Netscape
  2. Go to the Edit menu.
  3. Select Preferences...
  4. Click the Advanced option on the left.
  5. Make sure that Enable Java is checked.
  6. Make sure that Enable JavaScript is checked.
  7. Make sure that Enable style sheets is checked.
  8. Under Cookies, make sure that Accept all cookies is selected.
  9. Click OK.

    Note: You may need to restart your browser for the changes to go into effect.

E. Internet Explorer users: Repair IE

If you are using Internet Explorer, you may want to attempt to repair your browser.

  1. Click on the Start button.
  2. Click on Settings.
  3. Select Control Panel.
  4. Click on the Add/Remove Programs icon.
  5. Scroll down to Microsoft Internet Explorer and click the Add/Remove button.
  6. Select the Repair Internet Explorer option and click OK.

F. Upgrade your browser to "128-bit high encryption."

You can check your browser's encryption settings by doing the following:

  1. Open your browser.
  2. Click on the Help menu.
  3. Click on About Navigator for Netscape, or About Internet Explorer for IE.
  4. Look under Encryption or Cipher strength to find the details for your browser.

If you use Internet Explorer and need to upgrade to 128-bit encryption, click here.

If you still cannot access your Account page and have a billing-related question, click here to fill out a personal assistance ticket. Your request will be handled by a customer service representative within one business day.

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