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Tips for resetting your password and unlocking your account

Published on November 19, 2014

If you try to reset your password and don’t get an email from the Marketplace, you may be using the wrong username. To make sure you’re using the right username and to log back in, follow 2 steps:

  • Retrieve your username
  • Reset your password

Be sure you’re using the right username and retrieve it

  • If you created your Marketplace account before February 2014, your username probably isn’t your email address. Read the requirements for creating usernames. This may remind you of the username you created.
  • If you can’t remember your username, click on "Forgot your username?"
  • You’ll need to answer your 3 security questions correctly to recover your username.
  • After you answer the questions correctly, you’ll get an email at the address you provided when you set up your account. (That may not be the email account you use regularly. If you don’t get an email, check your spam or email folder, or check any other email account you may have used.)
  • The email will tell you what your username is.
  • Use that username to log into your Marketplace account.
  • Now you can change your password.

Change your password

  • If you’ve forgotten your password or want to change it, click on “Forgot your password?” You’ll get an email at the address you provided when you set up your account. (That may not be the email account you use regularly. If you don’t get an email, check your spam or email folder, or check any other email account you may have used.)
  • Once you get the email, click the link in the email, follow the directions, and choose a new password. If that doesn’t work, cut and paste the link into your web browser.
  • Use your correct username and new password to log into your Marketplace account.

If these tips don’t work, contact the Marketplace Call Center. Customer service representatives can reset your password or unlock your account.

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