Technical Help

 
browser information  

What browser should I use?
How do I clear my browser's cache?
Why am I missing parts of the Web page?
What are cookies?
Why does this site use cookies?

 
 
computer settings   What display settings do I need on my computer?
Not all the text shows on the screen. Why do I have to scroll to see all of it?
Why does the text on my screen look so small?
 
connection information   Why am I sometimes disconnected from this Web site?
Why can I connect to this site at home, but not at work?
Why can't I access my account information?
  
 
account access information   Why doesn't my user name or password work?
What happens if my account is disabled?
 
contact information   What should I do before I call technical support?
What are the hours for technical support?
What information will I need to provide to technical support?
 
Q: What browser should I use?

A: While the site can be viewed by a wide variety of browsers, we recommend using one that's JavaScript-compatible, like Microsoft Internet Explorer® 6.0. If you're using a Windows PC, you can find out which version you're using by going to your browser's "Help" menu, and selecting "About ...". If you're using a Macintosh, you can find out which version you're using by going to the Apple icon in the upper left corner of the screen and selecting "About …"

Please note, WebTV is not compatible with our site.
 
Q: How do I clear my browser's cache?

A: Cache (pronounced CASH) is a location for temporary storage of information, such as recently visited Web pages. Your browser automatically stores recently visited Web pages in a cache directory on your local hard drive to save time and allow pages to load faster. Occasionally, some saved information can become corrupted and cause problems when a page is loading or the browser attempts to run a Web page application (plug-in). Clearing the cache replaces the corrupt information by reloading pages directly from the server.

To clear the cache:

In Microsoft Internet Explorer® 6.0 on your PC:
1. On the tool bar, select Tools > Internet Options
2. In the "Temporary Internet Files" section of the General tab, click "Delete Files"
OR
1. On the Start menu, select Settings > Control Panel > Internet Options
2. In the "Temporary Internet Files" section of the General tab, click "Delete Files.
 
Q: Why am I missing parts of the Web page?

A: Sometimes when a browser is downloading information, it doesn't receive all the data that's transferred from the server. This could leave empty spaces where the images should be. If a page doesn't load completely, click the reload or refresh button on your browser. If this doesn't work, you may need to clear the cache (memory) on your browser. If the images don't appear after trying these solutions, call SelectAccount at 1-800-859-2144.
 
Q: What are cookies?

A: A cookie is a small file that stores bits of information about visitors to a Web site and that maintains the security and continuity of your online session. A cookie is accessible only by the Web site that created it. This site uses session cookies, which are placed in the memory of your browser during each session and are automatically deleted when you end your session.
 
Q: Why does this site use cookies?

A: We use session cookies to maintain the continuity and security of your online session. Your browser is automatically set to accept cookies upon installation. If you've changed your browser settings to disable cookies, you'll be told that you need to accept cookies to use this site. To avoid repeatedly receiving these messages, we recommend setting your browser to accept cookies without notification or warning. If you've not altered your browser setting, no action is needed by you to use this site.

To change your browser settings:

In Internet Explorer® 6.0:
1. Select Tools > Internet Options > Privacy > "Sites" button.
2. In the "Address of Web site" box, type "www.selectaccount.com" without the quotes.
3. Click the "Allow" button and make sure the website appears in the "Managed WebSites" area.
4. Click OK, OK. Close you browser window and open a new one.

Please note, cookies are needed so we can provide you with information specific to your employer, coverage plan, and personal accounts.
 
Q: What display settings do I need on my computer?

A: The optimal display setting for viewing this site is 16-bit colors at 800-by-600 screen resolution.
 
Q: Not all the text shows on the screen. Why do I have to scroll see all of it?

A: Several things could cause this to happen:
  • Your computer monitor may be set to a display size of 640-by-480. Try changing your display setting to 800-by-600.

  • Your browser window may be open to a smaller size. Try enlarging your browser window to a full screen size. Once you do this, you may need to click on your browser's reload or refresh button in order to update the page to reflect the change.

  • Your browser may be set to display text in a larger size. To change this setting in

    - Internet Explorer® — choose "View" from the top of your browser window, then select "Text Size." You can select a smaller text size here.
 
Q: Why does the text on my screen look so small?

A: Several things could cause this to happen:
  • Your computer monitor may be set to a display size of 1024-by-768 or higher. Try changing your display setting to 800-by-600.

  • Your browser may be set to display text in a smaller size. To change this setting in

    - Internet Explorer® — choose "View" from the top of your browser window, then select "Text Size." You can select a larger text size here.
 
Q: Why am I sometimes disconnected from this Web site?

A: You could be disconnected either because your visit to this site (your session) has been automatically terminated or because your connection to the Internet has been lost.

If your session is inactive (no keystrokes) for more than 30 minutes, your session will be automatically ended as a security safeguard.

If for any reason you're disconnected from the Internet, your connection with this Web site will also end. If you find that you're repeatedly losing your connection to the Internet, contact your Internet Service Provider (ISP).
 
Q: Why can I connect to this site at home, but not at work?

A: You could be hitting your company's firewall, which is a security measure set up to protect your company's network from unauthorized Internet activity. Check with your network administrator to see if your company has access restrictions, and if they can be modified so you can visit this Web site from work.
 
Q: Why can't I access my account information?

A: There are several things that could prevent you from opening your account information:
  • You may have bookmarked your sign-in session. You can't return to a session without signing in. For security reasons, you must sign in every time you use the service center.

  • On Tuesday, Thursday and Sunday nights after midnight Central Time, SelectAccount takes some systems offline to perform maintenance. If you're trying to view your account information during this time, try again later.

  • Heavy Internet traffic may prevent you from opening this Web site. In this case, try again later.

  • Your Internet Service Provider (ISP) may be experiencing problems. If this is the case, you may have problems accessing other sites as well. Please contact your ISP for help.

  • Your browser's cache (memory) may need to be cleared.
 
Q: Why doesn't my user name or password work?

A: Your user name must be 6 to 14 characters. If you're having trouble remembering your user name, please select the "Forgot your user name and password?" link on the Sign In Page and follow the instructions. If you attempt to sign in with the wrong user name too many times, your account will be disabled.
 
Q: What happens if my account is disabled?

A: If your account is disabled due to invalid sign-in attempts, we'll mail you your sign-in information. This letter will be addressed to you and mailed to the address that's on our records. We'll also reactivate your account so that by the time you receive this letter you'll be able to sign in.

For your security, we cannot reactivate accounts or provide sign-in information by phone.
 
Q: What should I do before I call technical support?

A: Most problems can be resolved in a few simple steps. Try these things before calling:
  • Click on the Reload or Refresh button on the Web page you're viewing
  • Clear the browser cache on your computer
  • Make sure the problem isn't browser-related. You can do this by trying to connect to a different Web site using your current browser and Internet settings
  • Terminate your session by signing out, and then sign back in to the service center
  • Terminate your Internet connection, re-establish the connection, and then sign back in to the service center.
  • Close all of your applications, shut down your computer, restart your computer, and then sign back in to the service center.
 
 
Q: What are the hours for technical support?

A: The SelectAccount technical support team is available to help during your normal customer service hours. Call customer service at 1-800-859-2144.
 
Q: What information will I need to provide to technical support?

A: In order to help you as quickly as possible, we need to know:
  • Any and all error messages that you received
  • What you were trying to do when you received an error message
  • The URL (address) of the page(s) you were viewing when problem occurred
  • The name and version of the browser you're using
  • The method you're using to connect to the Internet (LAN, dial-up, DSL, cable)
When you call, we'll also ask you to provide the following identifying information:
  • User name
  • First and last name
  • E-mail address OR phone number
If your problem cannot be resolved with one call, we'll contact you by phone or e-mail when we have a solution. We'll also assign a tracking number for you to reference if additional calls to technical support are needed.