FAQ

What do I do if I forget my User ID?

Your User ID is typically your email address. If you do not remember the e-mail address used for this site, please contact your Client Service team at 1-800-510-2050 between the hours of 8:00AM and 5:00PM ET or use the Contact Us facility to submit a request for assistance.

What do I do if I forget my password?

Return to the login screen and click on the text which reads "Forgot Your Password?" You will be asked to enter your email address and provide the answer to one of your previously established security questions. A temporary password will be sent to your email address.

I followed the steps for "Forgot Your Password?" Why didn't I receive an email with a temporary password?

An email should have been sent to the address on file with Newport Group. If you have not received it after 3 minutes, please contact our Client Service team at 1-800-510-2050 between the hours of 8:00AM and 5:00PM ET or use the Contact Us facility to submit a request for assistance.

Why do I see ***** when I type in my password?

This is a security feature of the Client Portal. The password is masked with * to keep others from seeing your information.

Why is my password case sensitive?

In order to prevent unauthorized access to your account, all passwords must be at least 8 characters long and contain at least one upper case letter, one lower case letter, a special character and a number. When entering your password, make sure that your "Caps Lock" setting is off.

Are the answers to my security questions the same as my password?

No, they can and should be different.

Once my temporary password has been changed, when does it become effective?

Your new password will be effective immediately.

What if I don't remember either my User ID or my email address on file?

Please contact our Client Service team at 1-800-510-2050 between the hours of 8:00AM and 5:00PM ET or use the Contact Us facility to submit a request for assistance.

I encountered the following error message: "The login information you provided is invalid. Please try again."

You may have entered an incorrect User ID and/or password. Please try again. Note that you are allowed only three (3) login attempts. After the third attempt, your web access will be locked.

What if I received a message saying, "The maximum number of login attempts has been exceeded"?

An invalid password was entered three or more times. You must contact the Newport Service team at 1-800-510-2050 between the hours of 8:00AM and 5:00PM ET to request that your account be unlocked.

Who can access my password?

Passwords are encrypted within the Newport Group database and no one can access them but you. Sharing your password with others will only defeat the security measures that have been built into the system for your protection. If you forget your password, please return to the login page and click on the text which reads "Forgot Your Password?"