Once assigned a Username and password, you agree to be responsible for the consequences that result from the disclosure or use of the password. To avoid compromising the password, you agree that you will:

  • Not make the password known to anyone or put it in written form unsecured
  • Prevent others from watching password entry
  • Prevent others from guessing the password by not using the names of persons, places, or things that are identified with you as part of the password
  • Sign off of the system whenever your computer is unattended
  • If you feel that your password has been compromised, you must change it immediately and report it to Customer Service at 1-800-624-1373 or 216-579-2112
  • Unauthorized use must immediately be reported to Customer Service at 1-800-624-1373 or 216-579-2112
  • Ensure profile contact information is current at all times


The application allows you to reset your own password using a Secret Question/Answer, which is established by you during account creation or initial logon. The secret answer must be protected in the same manner as your password. The Secret Question and Secret Answer should be easy for you to remember but difficult for others to know.

CHALLENGE QUESTION AND ANSWER: requires that you set up a Challenge Question/ Answer which is established during account creation or initial logon. This Challenge Question/Answer will allow Customer Service to access the Challenge Question/Answer information in order to validate your identity before assisting you with password resets. The challenge question/answer should be different than the Secret Question/Answer and must be protected in the same manner as your password. The Challenge Question/Answer should be easy to remember but difficult for others to know.



Passwords must conform to the following:

  • contain a minimum of eight characters
  • contain at least 1 uppercase alpha character, 1 lowercase alpha character, 1 numeric character, and 1 special character
  • not contain a common word, your name, or your email address
  • cannot be a previously used password

Passwords expire after 13 months (395 days) and the system will automatically prompt you to reset your password.


After 16 months (480 days) of non-use the account can be deleted.


If at any time during the login process an account becomes locked, the account will remain locked for fifteen (15) minutes. The account will then unlock and the system will allow additional attempts to logon with the correct password before re-locking the account.

If you do not know or cannot remember your password, please reset your password by selecting the "Forgot Your Password" link on the login page.

If you require assistance with the login process or need your password reset as you are unable to answer the Secret Question/Answer, please contact Customer Service at 1-800-624-1373 or 216-579-2112.

However, if you do not remember your password and are unable to answer the secret or challenge questions in order to reset your password, you may need to have a new user account created.


I have read the User Responsibility Statement, agree to its terms, and understand my responsibilities for the use and protection of my Username and password. Further, I understand the consequences that may result from disclosure or inappropriate use. If I fail to adhere to any of the terms in this statement, the Agent may revoke my Username and take other appropriate action.

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