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Technical Help and Information

Account Access/Logging in

I forgot my password, PIN and/or user ID. What should I do?

It's pretty easy to create a new password or PIN, or to retrieve your user ID. Get started by following the steps on the Trouble Accessing Your Account page.

Why can't I log in?

You must first sign up for access before you can log in. During the sign up process, you will create a User ID to use when logging in.

If you've received an error message stating "Account access has not been activated for the SSN you entered", then the SSN you entered has not been signed up for access. You must complete the sign up process to view account information online, even if you've logged in previously with your SSN.

If you have already signed up, use your User ID and password to log in from now on. The sign up process is a one-time requirement. To log in after signing up:

  • Enter your User ID on the homepage and click Log In.
  • Provide your personal identification number (PIN) if your computer is not recognized.
  • Verify your Identity Image and enter your password.

If you can't log in because of an incorrect or forgotten password, follow the steps on the Trouble Accessing Your Account page to choose a new password.

What's my password?

You must sign up for account access on mygreatlakes.org in order to view or manage your account online. Choosing a password is part of the sign up process.

If you forgot your password, follow the steps on the Trouble Accessing Your Account page to choose a new password.

What's my personal identification number (PIN)?

You must sign up for account access on mygreatlakes.org in order to view or manage your account online. Choosing a PIN is part of the sign up process.

If you forgot your PIN, follow the steps on the Trouble Accessing Your Account page to choose a new PIN.

Why can't I sign up?

If you receive an error stating that the Social Security number you entered is associated with an existing User ID, be sure to log in with that User ID and password you created during the sign up process. To keep your identity safe, you cannot log in using your SSN. If you believe that you have forgotten your User ID, follow the steps on the Trouble Accessing Your Account page to display it.

How do I change my password?

If you have not yet logged in, you can change your password by following the steps on the Trouble Accessing Your Account page.

If you are logged in, select Edit Profile to change your password.

When I try to create a User ID and password I get looped back to the same page.

If the same page appears after clicking Continue, there is a problem with the information you entered. You must address the problem to continue. Error messages at the top of the page let you know what needs correction.

A common problem is password complexity; your password must contain at least 1 number and 1 letter. Here are the requirements for creating a User ID and password:

User IDs:

  • must be between 5 and 30 characters
  • cannot be 9 consecutive numbers
  • cannot contain special characters (such as @ $ * & / , %)

Passwords:

  • must contain at least 1 number and 1 letter
  • must be at least 7 characters
  • cannot contain more than 2 repeating characters
  • cannot be the same as your User ID
  • are case-sensitive (will need to match later when you log in)

If you are returned to the same page or homepage without error messages, please ensure that your browser privacy and security settings are not preventing you from viewing sections of our website. This issue may also be related to your Internet browser settings or Internet service provider. Try accessing our website using a different internet browser, from a trusted computer other than your own, or a computer that is not on the same network/system as the one that is causing issues.

I don't like being asked for my personal identification number (PIN) every time I log in.

You can skip the PIN by requesting that our website recognize your computer for future logins. Using a recognized computer, you automatically bypass the PIN when you log in. Computer recognition should only be requested on a computer you trust, such as your own on a secure network, not a computer in a lab or other public place.

To request that your computer be recognized, log in and select "Yes" after entering your PIN.

I'm not comfortable with the information you ask during the sign up process.

The second step in the sign up process requires you to verify information we already have on record for you, most likely from your loan application. This step is important because it ensures that you are who you say you are, not somebody else trying to register your Social Security number. It also connects your User ID to your Social Security number, so you will be able to see your loans when you log in.

I signed up the wrong SSN. What do I do now?

Go back and complete the sign up process using your correct SSN. Note that you will not be able to use the same User ID you used to sign up the wrong SSN.

Please contact us with the User ID and password you used for the wrong SSN, so we can delete the incorrect information. We can contact you when that has been done if you'd like to use the same User ID.

Errors

I'm getting an error when trying to log in or sign up.

There are a few different error messages you may receive while signing up or logging in:

  • The information you entered does not match our records. Usually, this means that the personal information you entered is inconsistent with the information that is on our system. Please try to complete the sign up process one more time but if you receive the same error message, you will need to contact us for assistance.
  • The Social Security number you entered is associated with an existing User ID. You must log in with the User ID and password you created during the sign up process. To keep your identity safe, you cannot log in using your SSN. If you believe that you have forgotten your User ID, follow the steps on the Trouble Accessing Your Account page to display it.
  • Account access has not been activated for the SSN you entered. If you are attempting to retrieve your user ID and you receive this message, you need to sign up for access. You must complete the sign up process to view account information online.

Web Browsers

What software do I need to use this site?

We recommend using the latest versions of the most common browsers for the best experience. View our Browser Support page for more information.

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