Frequently Asked Questions
Username and Password
Certificate Errors
Log-in Errors
Consumer Privacy
Minimum System Requirements
Username and Password
Q: I don't remember my username or password, can you tell me what they are?
A: Please send an e-mail to customercare@e-markets.com requesting this information. Your request must contain your first and last name and your current e-mail address. We will send back an e-mail with your current username along with a new password (for security reasons, we are unable to access your password so we will assign you a new password).
Q: Can I change my password to something that is easier to remember?
A: Yes, after you log in using your current password, click on the Utilities button in the main menu and then click on Change My Password.
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Certificate Errors
Q: When I click on "Log in," I get an error message telling me that I do not have authority to enter this secured site.
A: The problem you are experiencing with the security certificate can be solved by accessing the web site http://www.thawte.com/ucgi/browsercheck.exe. Our site is a secured site; therefore some users will come across this message. This free download will allow you access to our systems.
Q: When I click on "Log in" I get an error message: "The certificate authority that issued this site's certificate has expired. Check your system date and time."
A: The following should resolve this certificate error:
- From our homepage, click on the security link at the top of your browser page. This will be in the same row as your "Back" and "Forward" buttons.
- Click on the "Signers" link under "Certificates" on the left side of the screen.
- Scroll down through the list of certificates until you find "Thawte Server CA" (there will be others from Thawte, so be sure you select this specific one).
- Select "Thawte Server CA" and then choose "Delete."
- On the next screen, you should see two certificates listed. One that has either already expired or will yet this year and one that is good for several more years.
- Select the certificate that has already expired or will very soon and delete it. After this you should be able to log in to our system.
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Log-in Errors
Q: I can't reach the Log-in page.
A: If you are not able to reach our Log-in page, be sure that your browser is an updated version. Our system requires either a version of Netscape Navigator 4.7 or greater, or version 5.0 or greater of Internet Explorer. To check what version you are running, go to "Help" in the menu bar and select either "About Explorer" or "About Navigator."
To update your browser, go to:
If you currently have a version of a browser that should be compatible and are still having trouble, please contact us by phoning 1-877-674-7419 or by writing to customercare@e-markets.com.
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