If you’re unable to move forward with your application, don’t worry! This is usually easy to resolve. Below are the most common reasons this happens and what you can do next.
The application won’t move forward or keeps reloading
Sometimes technical or connectivity issues can cause the application to stall, reload the same page, or appear “stuck” when you try to move to the next step.
What to check first
- Look for error messages on the screen. If something in your information needs attention, we’ll display a message explaining what needs to be corrected.
- Make sure your internet connection is stable, and try refreshing the page once.
If you don’t see an error message and can’t proceed, the issue is often temporary.
What to do next
- Close your browser and try again after a short break.
- If the problem continues, contact our Support team and include:
- What step you’re on
- Any error messages you see
- The device and browser you’re using
This helps us troubleshoot faster and get you moving again.
My SSN is already associated with another profile
We allow one user profile per person. If you’ve applied with us before, even if you didn’t finish the process or open an account, your original profile may still exist.
This can cause an error if you try to start a new application with the same Social Security number.
How to access your existing account
When this happens, you’ll see a hint showing part of the email address connected to your existing profile. That email address is your username.
Try this first
- Go to the login page.
- Enter the email address shown in the hint.
- If you remember your password, you should be able to sign in and continue from there.
Forgot your password?
If you don’t remember your password or it’s not saved on your device:
- Click “I forgot my password” on the login page.
- Enter the email address or phone number associated with your account.
- Follow the instructions to reset your password.
Don’t have access to your old email or phone number?
If you no longer have access to the contact information on your account, we can help.
What to do
- Contact our Support team and let them know you need help accessing an existing account.
- For your security, we’ll verify your information before updating your contact details.
Once that’s done, you’ll be able to continue your application.
We’re here to help
If you get stuck at any point, reach out to our Support team! We’re happy to help you get back on track.