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Accessing My Account

What if I forgot my Username, Password, or cannot sign in?

If you forget your Username or Password, you can quickly reset them on our website. Simply select the Forgot Username or Forgot Password link. You will be asked for a few pieces of information to verify your identity. Then choose to have a one-time authentication code sent to you by text or phone. The authentication code will be active for 10 minutes. If you are still unable to sign into your account, please call us at 888-201-6505.

What are your Username and Password requirements?

Usernames at Citizens Access must be between 8 and 20 characters in length (including letters, numbers and special characters). To protect your account, we recommend you use long multi-word phrases that are not easy to guess. The strongest passwords are over 15 characters. Citizens Access passwords are case sensitive and do allow for the use of spaces. 

Why do I need a Personal PIN?

Your Personal PIN will help us verify your identity when you call us for assistance.

Does your call center support Telecommunication Device for the Deaf?

We support Telecommunication Device for the Deaf (TDD).  Any time you need assistance, please call the Relay service at 711 and connect with us toll free at 888-201-6505 Monday - Friday 8AM - 10PM ET, Saturday 9AM - 3PM ET and Sunday 10AM - 3PM ET.