FAQs


What is a User Name?
A User Name is any combination of at least 8 and no more than 24 letters, numbers, and/or special characters. It should be something that you can easily remember, since you will be asked to enter it every time that you log in to AccessHMEPS.

What is my Password?
HMEPS will mail you your Password upon validating your registration. Upon receiving your Password, you can log in immediately to AccessHMEPS and change your Password on the “My Personal Information” page. You can use this service at any time to change your Password. Your Password must not contain spaces or special characters (i.e., #, %, &, etc.), and must be between 8 and 15 characters, with at least one number and one upper case letter and one lower case letter.

How can I get a new Password?
If you’d like to create a new Password, use the Change User Profile service. You can use this service at any time to change your Password. Go to the ”My Personal Information” page to “Change Your Password”. You can make up your own Password, as long as it does not contain spaces or special characters (i.e., #, %, &, etc.), is between 8 and 15 characters, and contains at least one number and one upper case letter and one lower case letter.

What do I do if I get locked out because I didn’t enter my Password or Personal Challenge Answers correctly?
If you did not enter your Password or Personal Challenge Answers correctly in the available number of attempts, you’re locked out and will need to either select the “Request New Password” button or contact us to request a new Password. If you select the “Request New Password” button or contact us to request a new Password, your Password will be immediately reset and you will not be able to use the AccessHMEPS services until you receive the new Password in the mail. You can then log in to AccessHMEPS .

Why do I have to agree to the Security Agreement Terms and Conditions?
This is a requirement of the program. It ensures that you understand your role in protecting your personal information.

Are you sure my HMEPS member information is secure? Can anyone else access it?
No one can access your member information unless they know both your User Name and your Password. You also need to carefully safeguard your Password. Don’t share it with anyone, and prevent others from viewing your information on your computer screen.

What does encryption mean?
Encryption is the electronic “scrambling” of information to prevent it from being intercepted by a third party. HMEPS encrypts your Password and Personal Challenge Answers in our computer system, and encrypts your personal information as it passes through the Internet.

I’m having trouble registering for online access. What can I do?
First, make sure that you are using the right Internet browser. AccessHMEPS requires your browser to support 128-bit encryption. You should also make sure that your browser has “cookies” enabled. These session cookies are used only while you are actively using AccessHMEPS so that our system can recognize you and return the information you are requesting to your computer. Once you end your session, the cookies are deleted. Finally, make sure you are identifying yourself as we have you in our computer system. You should review your latest annual pension statement or Pension Press newsletter to see exactly how we have your name and address. If you continue to have difficulty, contact us at 713-595-0103.

I viewed my DROP balance last week, and this week the amount is the same. How often is the information updated?
For DROP participants, your DROP information is updated once each month, generally around the beginning of the month. Therefore, information will not vary from day to day.



Dated: 7/10/2013


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