A. Getting Started About e-access Enrolling in e-access: Authenticating your account Login... 5

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2 Contents A. Getting Started About e-access Enrolling in e-access: Authenticating your account Login... 5 B. Fix a Problem Provided the wrong address during enrollment Provided the wrong contact information during enrollment Your account has not yet been activated. You will receive an message when your account is ready error message The User / Password combination you entered was not found. Please re-enter your password. error message We are unable to validate your user name error message... 6 C. FAQ Where is my invoice number? Where is my customer number? What if I don t have an invoice from the last 90 days? What are the user name requirements What are the password requirements? How often do I have to change my password? What if I forget my user name? What if I forget my password? How do I reset a failed login account lock? If I lost my authentication s, can I still activate my account? What does it mean when my session has timed out? How many past invoices can I view? Can I pay my invoice(s) online? Where can I find the privacy policy? Where can I find the Site Availability?

3 A. Getting Started 1. About e-access e-access is an electronic invoicing service that allows you to view your invoices online 24/7. 2. Enrolling in e-access: Using an invoice from the last 90 days locate the invoice and customer number. Select Enroll or Enroll Now on the e-access home page. Or Input your invoice and customer number then select Continue. If you have additional customer numbers select Add More. After you have added all your customer and invoice numbers select Continue. 3

4 Input your contact information. For User Name requirements see FAQ: What are the user name requirements? Agree to the e-access terms then select Continue. Confirm your information. If you need to change your information select Edit Info. 4

5 After reviewing your information select Enroll. You ll receive an confirmation that your account request was received. It may take up to two business days for your request to be processed. 3. Authenticating your account You ll receive two confirmations after your e-access account has been approved. The first will contain your user name and activation link. The second contains your temporary password. Click the activation link to verify your address. Using your temporary password log in to your new account. The first time you login you will be prompted to change your password. 4. Login To login enter your user name and password on the home page then click Enter. 5

6 B. Fix a Problem 1. Provided the wrong address during enrollment If you provided the wrong address during enrollment contact your customer service representative at (866) Provided the wrong contact information during enrollment If you provided the wrong contact information during enrollment contact your customer service representative at (866) Your account has not yet been activated. You will receive an message when your account is ready error message There are 2 scenarios that cause this error message: 1. Your account request has not been processed. It may take up to 2 business days for your account to be activated. If you submitted a request more than two business days ago contact your customer service representative at (866) to resolve your activation request. 2. When you change your address your account automatically deactivates until your new address is verified. If you attempt to login before re-authenticating your you ll receive this error message. If you lost your authentication s contact your company s national admin or contact your customer service representative at (866) This user name is already logged in. Please use your active session error message Your account is already open in another browser tab or window. e-access does not allow concurrent logins. To access your account you will need to use the original session. If you were timed out or closed your original session and are still receiving this error message contact your customer service representative at (866) to unlock your account. 5. The User / Password combination you entered was not found. Please re-enter your password. error message The combination of your user name and password together are not valid. Verify both your user name and password are typed correctly, and then attempt to login again. e-access allows for three login attempts before your account locks. If you are locked out of your account see FAQ : How do I reset a failed login account lock? 6. We are unable to validate your user name error message e-access was unable to authorize your login information. Contact your customer service representative at (866) for account assistance. 6

7 C. FAQ 1. Where is my invoice number? Your invoice number can be found in the upper right corner of your invoice. 2. Where is my customer number? Your customer number can be found in the upper right corner of your invoice. 3. What if I don t have an invoice from the last 90 days? Contact your customer service representative at (866) for enrollment assistance. 4. What are the user name requirements Your user name must be a minimum of 4 characters and may contain no spaces. 5. What are the password requirements? Your password must be a minimum of 12 characters containing alphabetic and numeric characters. Passwords are case sensitive and may contain no spaces. You may not repeat your 3 previous passwords or change your password more than once on the same day. Passwords may not be the same as the user name. 6. How often do I have to change my password? You may change your password at any time, but passwords must be changed a minimum of once every 90 days. e-access will remind you 10 days before your password expires. If you forget to change your password during that time, you will be immediately directed upon login to change your password. 7. What if I forget my user name? Contact your customer service representative at (866) to retrieve your user name. 7

8 8. What if I forget my password? To reset your password select Forgot Password. Or Then input your user name and address. Then select Retrieve Password. After your request has been processed you ll receive a confirmation with a temporary password. Follow the link back to e-access to input your temporary password. You will immediately be prompted to change your password. 9. How do I reset a failed login account lock? On the Home page select Forgot Password. Or Then input your user name and address. Then select Retrieve Password. 8

9 After your request has been processed you ll receive a confirmation with a temporary password. Follow the link back to e-access to input your temporary password. You will immediately be prompted to change your password. 10. If I lost my authentication s, can I still activate my account? Contact your customer service representative at (866) to resend your activation s. 11. What does it mean when my session has timed out? When your session remains inactive for more than fifteen minutes you are automatically logged off. To log back in to e-access simply follow the link on the timed out page. 12. How many past invoices can I view? Starting January 1, 2012 invoices will be uploaded to e-access and will remain viewable for one year. To retrieve invoices older than one year contact your customer service representative at (866) for assistance. 13. Can I pay my invoice(s) online? No, this feature is not currently offered in e-access. 14. Where can I find the privacy policy? You can find the privacy policy in the footer on the website. 15. Where can I find the Site Availability? You can find the Site Availability in the footer on the website. If site maintenance is required, the implementation date and times will be listed here 1 to 10 days ahead of time. Every effort will be made to do all maintenance outside the support hours of 6AM 9PM EST. 9