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Forgot your personal key

A personal key is a 16-character code that encrypts your personal information with your account. Your personal key is the only way to access your information if you lose or forget your password.

Keep in mind:

  • You’ll need to verify your identity again if you reset your password without your personal key.
  • Personal keys can only be used one time. If you’ve used a personal key to reset your password before, you have a new personal key.
  • You can find your current personal key on your account page.

You get your personal key when you verify your identity. Save and keep your personal key in a safe place. You can copy, download, or print it.

Changing or resetting your password

If you have a personal key

When you reset your password, you’ll need your personal key to access your information.

  1. Once you have reset your password, sign in using your new password.
  2. You will see a message on your account page alerting you that your account was recently deactivated due to a password reset.
  3. Select “Reactivate your profile now.”
  4. Select “I have my key”
  5. Enter your most recent personal key. If you’ve reset your password in the past, you may have a new personal key.
  6. Re-enter your password.
  7. Be sure to save your new personal key after you reset your password.

If you don’t have a personal key

If you reset your password without your personal key, you’ll need to verify your identity again.

  1. Once you have reset your password, sign in using your new password.
  2. You will see a message on your account page alerting you that your account was recently deactivated due to a password reset.
  3. Select “Reactivate your profile now.”
  4. Select “I don’t have my key.”
  5. Select “Continue” to start the identity verification process again.

Forgot your password
Change your password
How to verify your identity

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