Login Help

Before contacting our Customer Support Team, please take a moment to read through the following list of common problems.

Click a question below to view the answer.

1. Can't logon. The Web site responds "Please confirm your account information is correct and try again."

Translation: The email address you submitted could not be found.

Are you absolutely sure that you have correctly input your email address? It may sound silly, but 90% of our users who complain that they can't logon have simply made a typographical error in inputting their email address.

Are you using an "auto-complete" feature? If you are accustomed to inputting only the first few letters of your email address, your computer may have "remembered" a past mistake. Take the time to enter your email address and password completely, without using this feature. Once you have successfully logged on once, the "auto-complete" feature on your computer will "remember" the correct information and have it available for you in the future.

Did you change your password? If you have changed your password from the default, your customer ID will no longer work. To have your password sent to your email address, click here.

2. Can't logon. The Web site response "Please confirm your password and try again."

Translation: Your email address is valid. But, your password is not.

Are you using an "auto-complete" feature? If you are accustomed to inputting only the first few letters of your email address, your computer may have "remembered" a past mistake. Take the time to enter your email address and password completely, without using this feature. Once you have successfully logged on once, the "auto-complete" feature on your computer will "remember" the correct information and have it available for you in the future.

Did you change your password? If you have changed your password from the default, your customer ID will no longer work. To have your password sent to your email address, click here.

3. Can't logon. The Web site response "Your default password is your 7-digit Customer ID. Please confirm that your password is correct."

Translation: Your TDF password must be a minimum of 4-characters in length.

Are you using an "auto-complete" feature? If you are accustomed to inputting only the first few letters of your email address, your computer may have "remembered" a past mistake. Take the time to enter your email address and password completely, without using this feature. Once you have successfully logged on once, the "auto-complete" feature on your computer will "remember" the correct information and have it available for you in the future.

Did you change your password? If you have changed your password from the default, your customer ID will no longer work. To have your password sent to your email address, click here.

4. I successfully logon, but immediately get sent back to the logon page.

Our network didn't recognize you!

If you can successfully logon, but return to the logon page when you attempt to view our current online offers, you probably don't have "cookies" enabled in your browser. "Cookies" are little bits of data that are sent to your browser in order to securely identify you as you move about our Web site. Normally, your browser will forward this information back to our server each time you make a request. "Cookies" do not contain any private information, and are used only to securely and safely identify your account. In most cases, "cookies" are enabled by default.

To enable "cookies", follow the instructions below for your specific Internet browser. On some platforms, the location of your cookie settings may differ. Please see your browser specific documentation/help for additional assistance.

Microsoft's Internet Explorer 6.0, and higher
  1. Open Internet Explorer and click Tools from the menu and select Internet Options.
  2. Open the Privacy tab.
  3. Click the Advanced button.
  4. Check Override automatic cookie handling.
  5. Set First-Party Cookies to Accept.
  6. Set Third-Party Cookies to Accept.
  7. Click OK.
  8. Click OK, again.

Google Chrome
  1. Click the wrench icon on the browser toolbar.
  2. Click Settings.
  3. Click Show advanced settings.
  4. Under Privacy, click the Content settings button.
  5. Under Cookies, confirm that Allow local data to be set is checked.
  6. Click OK.

Mozilla Firefox
  1. Click Options in the Tools menu, located on the menubar.
  2. Click the Privacy tab.
  3. Confirm that the Accept cookies from sites option is checked.
  4. Click OK.

Safari
  1. Select and open Preferences from the menu.
  2. Open the Security tab.
  3. Confirm that the Accept cookies from sites you navigate to option is checked.
  4. Click OK.

For your security, TDF highly suggests that you upgrade your browser to the most recent version of your preferred browser software. However, if you are unable to upgrade your software, follow the instructions below to enable "cookies" on your browser. Please note that some features of TDF's Online Offers may not be available to you. For assistance in upgrading, please contact your Internet Service Provider.

5. I cannot view the current list of available offers. The page appears to be loading, but is never displayed.

Translation: there is a compatability issue.

TDF has discovered a compatibility problem with AOL for Broadband for the Macintosh. This is the only browser affected by this incompatibility. If you are experiencing this problem, please use the most recent version of Microsoft's Internet Explorer for the Macintosh, or Safari.

If you are using an alternate browser, but experience a similar problem, please report this issue to TDF's Technical Support Team.