If you are not able to sign into an account which has already been created in the ID Vault, the site may have changed their log-in page, or the IP addresses of their servers. Follow these instructions:
- Click on the ID icon in the computer system tray (the row of icons, usually at the bottom of the screen), and select "Support."
- Click on "Check for updates."
- You should see, "Your computer software is up to date."
- If you receive a message that the "update failed," "Server failed," or similar message, then something is preventing our update servers from contacting your computer and delivering the updates to it - usually a firewall/anti-virus application, or a proxy server in a networked environment. Return to the Support page and read the help page for "I have a firewall/anti-virus issue." You should try disabling your anti-virus software, and try the update again.
- Recreate the account - if a bank has changed their log-on page, that change needs to be recorded in your stored ID Vault account. To recreate an account:
- Delete the original - go to the ID icon to ID Vault Control Center, highlight the account name, and click to Remove the account.
- Add the account to the ID Vault again - either by finding the site in the Add A Financial Account list of sites, or by browsing to the site using your web browser.
- After adding the site, try to access it again, using the ID Vault.
If you still cannot access the account, click the following link to report the site issue. If we find an issue with the site we will fix it in an update to the ID Vault trusted network database. Updates are made frequently, at least weekly, and more often as necessity dictates. After reporting the site, wait a day and try to access the account again. Make sure the information you provide is accurate, and includes a complete description of the issue you are experiencing.
Site Issue Report