SMB Password Reset Frequently Asked Questions (FAQs) – HP Customers

1. I cannot log in using the password that I’ve been using for years and I get an error message saying that it’s invalid. What is going on with your system?

Since late February 2007, we increased our HP online store security to a level that exceeds standard requirements by:

1. Increasing security requirements of passwords to be a minimum of 6 characters and composed of at least 3 of the following alphanumeric combinations: lower case letters, upper case letters, numbers and/or special characters (@#$&*, etc).
2. Requiring a Secret Question
3. Requiring a Secret Answer
4. Disabling passwords that do not meet new password requirements
   • If you would like to place an order over the phone with an HP Sales representative, call 1-800-888-9909. A rep will generate an email with your temporary password, which is not needed for the transaction, and then take your order. After the call you may choose to go through the process yourself and retrieve the HP email with a temporary password and a link to allow you to create a new password.
   • Or after your order has been placed, you will have the option to be transferred to the eBusiness Support team for assistance with the password reset process.

Or at your convenience, you may contact the HP eBusiness Support team at 1-800-607-3567 or eBusinessSupport@hp.com.

2. I cannot remember complex passwords. Do you have any password suggestions?

Your password does not have to be complex. The easiest alphanumeric combination includes one upper case letter, lower case letters and numbers. Passw0rd, Smith1980, Smith90210, Smith408, Berkeley81, Company2007, etc..

3. I have not received the email from HP with the temporary password and the link to reset my password. What should I do?

Check your Junk E-Mail folder for the email since you may have an anti-spam filter activated.

• If you cannot find the email and would like to place an order over the phone with an HP Sales representative, call 1-800-888-9909. A rep will generate an email with your temporary password, which is not needed for the transaction, and then take your order. After the call you may choose to go through the process yourself and retrieve the HP email with a temporary password and a link to allow you to create a new password.
• Or after your order has been placed, you will have the option to be transferred to the eBusiness Support team for additional assistance with the password reset process.

Or at your convenience, you may contact the HP eBusiness Support team at 1-800-607-3567 or eBusinessSupport@hp.com.

4. Which browsers are supported by HP?

At this time, only Windows Internet Explorer versions 6 and 7 are supported by HP’s Small and Medium Business online store. In the future, we are planning to support more browsers. In the meantime, if you experience issues with Mozilla Firefox, Safari, Opera or any other browsers, please use Windows Internet Explorer versions 6 and 7 or you may contact us using the options below:

• If you would like to place an order over the phone with an HP Sales representative, call 1-800-888-9909. A rep will generate an email with your temporary password, which is not needed for the transaction, and then take your order. After the call you may choose to go through the process yourself and retrieve the HP email with a temporary password and a link to allow you to create a new password.
• Or after the order has been placed, you will have the option to be transferred to the eBusiness Support team for assistance with the password reset process.

Or at your convenience, you may contact the HP eBusiness Support team at 1-800-607-3567 or eBusinessSupport@hp.com.

5. When I go through the process of resetting my password I receive an email with a blank temporary password field using the Mozilla Firefox browser. What should I do?

The issue of receiving an email from HP with a blank temporary password field was resolved on 8/23/07.

• If you would like to place an order over the phone with an HP Sales representative, call 1-800-888-9909. A rep will generate an email with your temporary password, which is not needed for the transaction, and then take your order. After the call you may choose to go through the process yourself and retrieve the HP email with a temporary password and a link to allow you to create a new password.
• Or after your order has been placed, you will have the option to be transferred to the eBusiness Support team for additional assistance with the password reset process.
• Or at your convenience, you may contact the HP eBusiness Support team at 1-800-607-3567 or eBusinessSupport@hp.com.

If you continue to experience issues, you may want to use Windows Internet Explorer versions 6 or 7 to view our site.

6. When I go through the process of resetting my password using the Safari browser I receive an email with a blank temporary password. What should I do?

This is a known issue for Safari browser users and will be resolved in a future release.

• If you would like to place an order over the phone with an HP Sales representative, call 1-800-888-9909. A rep will generate an email with your temporary password, which is not needed for the transaction, and then take your order. After the call you may choose to go through the process yourself and retrieve the HP email with a temporary password and a link to allow you to create a new password.
• Or after your order has been placed, you will have the option to be transferred to the eBusiness Support team for assistance with the password reset process.
• Or at your convenience, you may contact the HP eBusiness Support team at 1-800-607-3567 or eBusinessSupport@hp.com.

If you continue to experience issues, you may want to use Windows Internet Explorer versions 6 or 7 to view our site.

7. As a new customer using the Mozilla Firefox browser, I was on the Login or Register page, typed in my email address, new password, re-typed my new password, selected a Secret Question, provided a Secret Answer, and clicked submit but the next screen that displayed is blank.

1. Close any additional Mozilla Firefox browser windows, leaving only one window open for the HP Small and Business online store.
2. Close any Windows Internet Explorer browser windows
3. On the Login or Register page, enter your email address, password, Secret Question, Secret Answer and click submit.
4. You may have to repeat this several times before the Billing Address page displays.
   • If you would like to place an order over the phone with an HP Sales representative, call 1-800-888-9909. The rep will set up your account and generate an email with your temporary password, which is not needed for the transaction, and then take your order. After the call you may choose to go through the process yourself and retrieve the HP email with a temporary password and a link to allow you to create a new password.
   • Or after your order has been placed, you will have the option to be transferred to the eBusiness Support team for assistance with the password reset process.
   • Or at your convenience, you may contact the HP eBusiness Support team at 1-800-607-3567 or eBusinessSupport@hp.com.

You may want to use Windows Internet Explorer versions 6 or 7 to view our site.

8. I am a returning customer but my email address is not being accepted by your system. Why is this happening?

As long as you have an existing account with the HP Small and Medium Business online store, your email address should be accepted by our system. You may have to set up a new account if you do not have one in our system or you can contact HP.

• If your email address does not work and you would like to place an order over the phone with an HP Sales representative, call 1-800-888-9909. The rep will set up your new account if needed and generate an email with your temporary password, which is not needed for the transaction, and then take your order. After the call you may choose to go through the process yourself and retrieve the HP email with a temporary password and a link to allow you to create a new password.
• Or after your order has been placed, you will have the option to be transferred to the eBusiness Support team for additional assistance with the password reset process.

Or at your convenience, you may contact the HP eBusiness Support team at 1-800-607-3567 or eBusinessSupport@hp.com.

9. I am a new customer. How do I set up my new account and password?

With your items in your Shopping Cart, click on the checkout button and the Login or Register page will display. On the Login or Register page, in the new customer section enter your email address, password, re-enter your password, enter Secret Question and Secret Answer and click submit. Enter your information on the Billing Address, Shipping Address, Shipping Options, Choose Your Payment Options pages that display next.

• If you would like to place an order over the phone with an HP Sales representative, call 1-800-888-9909. The rep will set up your new account and generate an email with your temporary password, which is not needed for the transaction, and then take your order. After the call you may choose to go through the process yourself and retrieve the HP email with a temporary password and a link to allow you to create a new password.
• Or after your order has been placed, you will have the option to be transferred to the eBusiness Support team for additional assistance with the password reset process.

Or at your convenience, you may contact the HP eBusiness Support team at 1-800-607-3567 or eBusinessSupport@hp.com.

10. I am a returning customer. How do I reset my password when I know my current password?

If you would like to change your current password use the Change password link in the left navigation bar. You will be asked to enter your email address and prompted to provide your current password. Then you will be able to enter a new password. You will also have the option to reset your secret question and answer.

• If you would like to place an order over the phone and need assistance with resetting your password, you may contact an HP Sales representative at 1-800-888-9909. A rep will generate an email with your temporary password, which is not needed for the transaction, and then take your order. After the call you may choose to go through the process yourself and retrieve the HP email with a temporary password and a link to allow you to create a new password.
• Or after your order has been placed, you will have the option to be transferred to the eBusiness Support team for additional assistance with resetting your password.

Or at your convenience, you may contact the HP eBusiness Support team at 1-800-607-3567 or eBusinessSupport@hp.com.

11. I am a returning customer and I forgot my password. How do I reset it?

If you have forgotten your password or the password you are attempting to use is not working, use the Forgot your password link at the bottom of the Login or Register page. You will be asked to enter your email address and prompted to provide your secret answer. Then, an email will be sent to you with a temporary password and a link to allow you to create a new password.

• If you would like to place an order over the phone and need assistance with resetting your password, you may contact an HP Sales representative at 1-800-888-9909. A rep will generate an email with your temporary password, which is not needed for the transaction, and then take your order. After the call you may choose to go through the process yourself and retrieve the HP email with a temporary password and a link to allow you to create a new password.
• Or after your order has been placed, you will have the option to be transferred to the eBusiness Support team for additional assistance with resetting your password.

Or at your convenience, you may contact the HP eBusiness Support team at 1-800-607-3567 or eBusinessSupport@hp.com.

12. Your password reset process is frustrating!

Since April 2007, we have been making changes to streamline the password reset process and have increased the visibility of the phone number and email address of our eBusiness Support team for additional assistance.

• If you would like to place an order over the phone with an HP Sales representative, call 1-800-888-9909. A rep will generate an email with your temporary password, which is not needed for the transaction, and then take your order. After the call you may choose to go through the process yourself and retrieve the HP email with a temporary password and a link to allow you to create a new password.
• Or after your order has been placed, you will have the option to be transferred to the eBusiness Support team for additional assistance with the password reset process.
• Or at your convenience, you may contact the HP eBusiness Support team at 1-800-607-3567 or eBusinessSupport@hp.com.