- Microsoft Edge: Click 3 dots in top right, select “New InPrivate Window”
- Google Chrome: Click 3 dots in top right, select “New Incognito Window”
- Safari: Double click bottom right box, select “Private”
- Then attempt to log in again or request a new authentication code.
2. I’ve received the following error message: “We cannot seem to find your account.” What should I do?
- To resolve this issue, simply register for a new account by clicking on the "Create Account" link on the log in page.
- If your email address has changed, or if you have never provided it to CST before, please contact our Customer Experience Team for further assistance.
3. I’ve received the following error message: “The verification code you have entered does not match our records. Please try again or request a new code.” How should I proceed?
- If you are using an Apple Safari browser, you will need to manually type in the code instead of using the autofill feature. Or you should switch your browser to Chrome or Edge.
- Ensure you are entering the code exactly as it appears with no extra spaces or characters.
- Verify that you are using the most recent code that’s been sent.
4. I’ve received the following error message: “You’ve exceeded the number of code requests”. How should I proceed?
- If you’ve entered an incorrect code 3 or more times, you will receive an error message, and you will need to wait 10 to 15 minutes to request a new code.
5. I haven’t received the MFA Code via phone or text – what should I do?
Text:
- Check for text message blocking or spam filters on your phone.
- Restart your phone and/or switch between your cellular data and Wi-Fi.
- Switch your method of communication from text to phone or vice versa
- Resend the verification code
Phone:
- Ensure that you are not using a virtual phone number, the Do Not Disturb is not turned on, and call control is not blocking the CST phone number.
- Confirm that the phone number you’ve entered matches CST’s records by calling our Customer Experience Team.
6. I haven’t received the email for the reset password – what should I do?
- Check your spam/junk folder, and make sure the email address provided is correct.
- The email verification code expires in 10 minutes; you will be able to request a new one after 10 minutes.
MFA (Multi-Factor Authentication) adds an extra layer of security to your account. It requires two different methods to verify your sign-in:
- Something you know, like a password.
- Something you have, like a phone.
By enroling in MFA, you reduce the risk of fraud and protect your credentials.
Even if your password is compromised, your data remains safe with MFA.
If you created your secure site account before Oct 27, 2024, you will need to enrol into MFA through the reset password process.
What you will need:
- the email address associated with your secure site account
- a phone number you can receive a text message or telephone call on
How to reset your password:
Step 1: On the Sign In page, click on the “Reset my password” link (shown in arrows in the picture below).
Step 2: Enter the email address associated with your secure site account and click on “Send verification code”.
Step 3: Check your email Inbox for a message from CST Savings containing a verification code. (Please Note: The One-Time Verification code expires in a few minutes, so please enter it as soon as possible to complete the verification process). If you don’t see it there, please check your junk or spam folder as well.
Step 4: Enter the verification code in the designated field and click "Verify code."
Step 5: If the code is correct, the username field becomes enabled. Once entered, Click Continue. If you forget your username, simply click ‘Forgot your username’ to retrieve it.
Setup with a text message
Step 1: Click “Send verification code” to receive a verification code via text message.
Step 2: Enter this code on the MFA setup page when prompted and click on “Verify Code”. (Please Note: The One-Time Verification code expires in a few minutes, so please enter it as soon as possible)
Setup with a telephone call
Step 1: Click “Call me” to receive an automated call from CST. (Please Note: the call will come from 1-800-461-7100 with “Microsoft” as the caller)
Step 2: Follow the prompts and press “#” to confirm your MFA setup.
Step 1: Enter your new password in the "New Password" and "Confirm New Password" fields, then click "Continue."
Step 2: You will receive a confirmation email that your password reset was successful.
Step 3: Simply click ‘Sign In’ to access your secure site account with the new password.
To set up your new secure site account after October 27, 2024, you can enrol into MFA with the following steps:
What you will need:
- your CST Savings plan number, your postal code and your date of birth
- your email address
- a phone number you can receive a text message or telephone call on
Create a username
Step 1: On the Sign In page, click the ‘Create Account’ link
Step 2: Begin the secure site account setup by entering your CST Savings plan number, your postal code and your date of birth, and click continue.
Step 3: To complete the setup of your secure site account, enter your email address and click ‘Send Verification Code’.
Step 4: Once the code is verified, you will be able to choose a username and password. Review and accept the website use agreement before clicking continue. You can then choose to set up MFA with a text message or a telephone call.
Setup with a text message
Step 1: Click “Send verification code” to receive a verification code via text message
Step 2: Enter this code on the MFA setup page when prompted and click on “Verify Code”. (Please Note: The One-Time Verification code expires in a few minutes, so please enter it as soon as possible)
Step 3: When the code is entered correctly, you will receive a confirmation message indicating MFA has been set up successfully.
Step 4: Click “Sign In” to access your secure site account.
Setup with a telephone call
Step 1: Click “Call me” to receive an automated call from CST (Please Note: the call will come from 1-800-461-7100 with “Microsoft” as the caller)
Step 2: Follow the prompts and press ‘#’ to confirm your MFA setup.
Step 3: Click “Sign In” to access your secure site account.
Verify via a text message
Step 1: Sign in with your username and password.
Step 2: Click “Send verification code” to receive a verification code via text message.
Step 3: Enter this code when prompted. (Please Note: The One-Time Verification code expires in a few minutes, so please enter it as soon as possible)
Step 4: When the code is entered correctly, you are signed into your secure site account.
Verify via a telephone call
Step 1: Sign in with your username and password.
Step 2: Click “Call me” to receive an automated call from CST. (Please Note: the call will come from 1-800-461-7100 with “Microsoft” as the caller)
Step 3: Follow the prompts and press ‘#’ to confirm it’s you accessing your account.
Step 4: Once verified, you are signed into your secure site account.
1. What do I do if I forget my password?
If you forget your password, you can follow the steps below:
a. On the Sign In page, click on the “Reset my password” link.
b. Enter the email address associated with your secure site account and click on “Send verification code”.
c. Check your Inbox for an email from CST Savings containing a verification code. (Please Note: The One-Time Verification code expires in a few minutes, so please enter it as soon as possible to complete the verification process) If you don’t see it there, please check your junk or spam folder as well.
d. Enter the verification code in the designated field and click "Verify code."(Please Note: The One-Time Verification code expires in a few minutes, so please enter it as soon as possible)
e. If the code is correct, the username field becomes enabled. Once entered, Click Continue.
f. You will then get an MFA prompt, choose either ‘Send verification code’ or ‘Call me’ to confirm your identity.
g. Enter your new password in the "New Password" and "Confirm New Password" fields, then click "Continue."You will receive a confirmation that your password reset was successful.
h. Simply click ‘Sign In’ to access your secure site account using your new password.
2. What do I do if I forget my username?
If you forgot your username, you can follow the below steps to retrieve:
a. On the Sign In page, click ‘Forgot your username?’
b. Enter your date of birth and email address used to sign in with CST and click ‘Submit’
c. You will receive an email containing your username that you can use to sign in.
3. I am an existing customer with secure site accounts with CST before Oct 27, 2024, why isn’t my existing username working anymore?
If you tried to reset your password and received an error message “We can’t seem to find your account.”, there are two possible reasons why your existing username may not be working:
a. Your plan balance is zero
b. Your email address is not recognized in our system, possibly due to an invalid email address on file.
To resolve this issue, you will need to register for a new username to access and view your account details. If you continue to experience problems, we recommend contacting our customer support team for further assistance.
1. Why do I need to enrol in MFA?
Enroling in Multi-Factor Authentication (MFA) is essential for protecting your personal and financial information from various types of fraud. It adds an extra layer of security, making it more difficult for cybercriminals to access your account. Setting up MFA is a crucial step towards enhancing the safety of your accounts.
2. Do I need a mobile phone to use MFA?
No, you don’t need a mobile phone to use MFA. You can simply use a landline and receive the verification telephone call.
3. How often will I be prompted to use MFA?
For security purposes, each time you sign in, you will be asked to provide your username, and password and confirm your identity via a text or call.
4. Why can’t I receive the one-time verification code by email for MFA?
Receiving a one-time verification code via text or telephone call provides a higher level of security for your secure site account information compared to receiving an email.
5. What do I do if I’m not receiving my one-time verification code?
Your one-time verification code may take a moment to arrive, but if your verification code doesn't arrive, you can request a new one. Once a new verification code is sent, the previous one becomes invalid.
For any other help with setting up MFA, please contact us at [email protected]