Lock-Out FAQs
Q: Why are there two different ways to login to icon@home?
A: The U.S. Government requires businesses to double verify consumers accessing their personal information online. Icon does this in one of two ways:
- You will correctly answer the three challenge questions (previously chosen by you) and enter your PIN, or
- Your computer will have a token in place (from the last time you logged in and correctly answered the challenge questions and selected personal/business computer) and enter your PIN.
Note: These tokens can be placed on more than one computer. If "Public Computer" is selected, a token will not be placed, and you will have to answer the challenge questions each time you log in.
Q: What are the requirements for the password?
A: Passwords must be between 4 and 12 characters long and contain a combination of numbers and letters. This password is case sensitive.
Q: Why do I have to answer the challenge questions so often?
A: If your computer has protective software that periodically erases cookies and tokens, you will have to answer to challenge questions to have a new token placed on your computer. In Firefox, make sure that "Always clear my private data when closing Firefox" is NOT checked (located in "Tools," then "Options").
Q: I know the answer to my challenge question is right, why does it say it's wrong?
A: The answers to challenge questions must be entered exactly how you typed them in originally - including punctuation and spaces.
Q: Why is it telling me that my email address is wrong?
A: You entered it wrong when you signed up, you are keying it in wrong now, or you registered a different email address. Icon employees that unlock members can verify the email address we have on file for your account.
Q: What are the requirements my computer needs to use icon@home?
A: The computer needs to have Internet Explorer version 5 or higher. To view checks it must be using JavaScript 1.5 or higher.
Q: I was logged in, and viewing my account history. When I tried to select another menu option, I had to sign in again, why?
A: There is an "Inactive Logoff Time" of 15 minutes. If you stay on one screen for longer than that amount of time, you will be automatically logged off, however your current screen will still appear. Scrolling on the same page does not count as activity.
Q: How do I tell my PC to allow cookies?
A: For Internet Explorer, on the tool bar:
- Select "Tools"
- Select "Internet Options"
- Select the "Privacy" tab
- Click on the Advanced button
- Select "Override automatic cookie handling"
- Make sure that both columns are se to "Accept"
- Select "Always allow session cookies
- Click on "OK" in "Advanced Privacy Setting" window
- Click on "OK" in "Internet Options" window
For Firefox, on the tool bar:
- Select "Tools"
- Select "Options"
- Verify that "Accept cookies from sites" is checked and "Until they expire" is chosen from the drop down box
Need more information on enabling cookies? Visit LexisNexis for assistance.
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