Trouble Signing In

Here are some tips to try if you are having trouble signing into your web account.

Unable to sign in with a FMEP case & PIN

You can no longer use just a FMEP case and PIN numbers to sign in, you will need to create a web account to access your case. See Creating a Web Account.

Created a web account but didn’t receive a confirmation email

Check your junk/spam folder in your email account. If after 15 minutes there still is no email, it might be because you didn’t enter your email address correctly when creating your web account. Try creating your web account again.

Unable to sign in. Error message says the username or password is incorrect

The email address and password need to be the ones used when creating your web account.

Even if you think your password is the right one, maybe you entered it incorrectly or perhaps the caps lock key was on? Try again, and if it still doesn’t work, use the Forgot Password feature to re-set it.

Forgot your password

Use the Forgot Password feature to reset your password.

You will need to correctly answer one of your security questions. The answer is case sensitive, so you need to enter the answer the same way as when you first set up your security questions. You have 3 tries to answer your security questions correctly, after that your web account will be suspended.

If you can’t remember the answers to your security questions, try to answer them anyway. FMEP can’t tell you the answers to your security questions, but we can reactivate your web account if you do suspend it.

When changing your password the new one needs to have:

  • 8 to 50 characters
  • Both uppercase and lowercase letters
  • At least one number or special character (like ! @ # $ %)

Web account is suspended. Don’t know case and PIN

If you don’t know your FMEP case number and PIN you will need to contact your FMEP client office and ask to have your web account re-activated.

Don’t try to create a new web account with a different email address, as you won’t be able to add your FMEP case to that web account. Your FMEP case can only be linked to one email address at a time, and it is currently linked to your suspended web account.

Changed your email address

Sign into your web account using your old email address. Go to Change Email and follow the steps. See Updating Your Account Settings.

If you’re not able to use your old email address, call your FMEP client office, we can delete your old email address allowing you to create a new web account using your new email address.