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| If you are looking for answers to your
Countrywide online questions, you're in the right spot! Following is a list of
our most frequently asked questions that click through to the answer.
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What Web browsers are fully supported by
the Countrywide Financial website? |
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I keep cookies and
javascript turned off on my machine; can I still use the site? |
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How can I see the entire page in my
browser window? |
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What kind of security do you provide for
my information? |
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What information do I need to provide
when registering? |
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I am trying to register but it says
it can’t find me |
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Do I need to be an existing
Countrywide customer to register? |
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Earlier, I completed an online
application to open a new bank account. However, when I later tried to register
it asked me for my account number. I do not have my account number yet. What
can I do? |
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I tried to register on the site with
a newly opened account but the system could not find me. Why? |
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I am trying to provide an email
address but am told it is invalid, why? |
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What are the rules for username and
password creation for Your Accounts (not using login information from an
existing Countrywide product site)? |
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Is a password the same as a PIN? |
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Will my password expire automatically? |
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Can I configure the site to auto-populate
my username and password? |
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Can I have more than one username? |
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Can I change my password once it's created? |
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Can I change my username once it's created? |
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What is Site ID? |
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Why do I need enhanced security? |
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What is Phishing? |
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How does Site ID work? |
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Why am I asked a secret question when I try
to log in? |
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I share my computer with someone who has
separate accounts with Countrywide. Can both of us still log in from the same
computer? |
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Can I change my Site ID image and phrase? |
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What happens if I do not see my personal
Site ID image or phrase? |
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How do you know I am logging in from my own
computer? |
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If someone steals my password, how will
Site ID prevent an identity thief from accessing my account? |
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Is there a fee for using the Site ID
enhancement? |
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Will Countrywide's new Enhanced Security
impact external aggregators that access my Countrywide accounts online to
gather account information to either pay my bills or display my accounts? |
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I forgot my password – how do I find out
what it was? |
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What if I forget my username? |
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What if I can't answer my hint question
correctly? |
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How do I log in to the Countrywide Financial
web site? |
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Can I use my existing Countrywide Financial
login? |
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Can I still use my account number to log in
to the Countrywide Financial website?
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Can I use my existing login information from
other Countrywide sites to access Your Accounts? |
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Can I still login directly to the other
Countrywide sites where I have existing access? |
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I have a brokerage account with Countrywide
Investments, why can I not login using that? |
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I successfully registered for a new login
and selected the Manage Your Bank Accounts option. I was prompted to open a new
account. Why?
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I successfully registered for a new login
and selected the Customer Service option. It told me I did not have access to
this area. Why? |
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How is it that I am able to use my Home Loans
login and can now see my bank account, insurance policies, etc.? |
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I don't see all my Countrywide accounts - why
not? |
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How often is data updated in the Your
Accounts area? |
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I can only see the last 5 transactions for my
Checking Account in the Your Accounts area. How do I find more information? |
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Where can I find a payment history for my
Home Loan? |
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Can I change my insurance coverage on-line? |
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Can I sign-up for a new account on-line? |
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How do I access the home loan site features
like MortgagePay (or other product site features)? |
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Can I print a summary containing detail
information from all my accounts? |
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| What Web browsers are fully supported by the
Countrywide Financial website? |
| For security and an enhanced user experience
on the Countrywide Financial website, we recommend the use of Microsoft
Internet Explorer 6.0 and above or Mozilla Firefox 1.5 and above. For AOL
users, versions 8.0 and above are preferred. We highly recommend that you
enable JavaScript in your browser as some portions of the website will not be
viewable without it. Cookies are required to securely access your online
account. |
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| I keep cookies turned off on my
machine; can I still use the site? |
| You must have cookies turned on and javascript
enabled to access portions of our website.
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| How can I see the entire page
in my browser window? |
| Our pages are designed to properly display in
all supported browsers at a monitor resolution of 800 by 600 pixels. If your
monitor is set to this resolution (or larger), and you cannot see the entire
page without scrolling horizontally, then you should maximize your browser. If
your monitor is set to a smaller resolution, such as 640 by 480 pixels, the
page may not display fully and scrolling will be required.
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| What kind of security do you
provide for my information? |
| We utilize industry standard encryption and
security technology to protect your information. For more information on our
security policy, please visit our Privacy and Security
page.
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| What information do I need
to provide when registering? |
| During the registration process, you will
first be asked to supply an active account type. Depending on the account type
you may be asked to enter any of the following: social security number,
property ZIP code (for home loan or property related insurance policy), date of
birth, drivers license number, policy start date, or premium. This information
will be used to identify you. Once this step is completed, you can then create
a username and password. You will also be able to enroll in Countrywide's Enhanced Security program. |
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| I am trying to register
but it says it can’t find me |
| We use a comprehensive matching algorithm to
find you in our database based on any of your account numbers and some personal
information. In some cases, we may not have enough information on file, or the
information may not be unique enough, for us to match on 100% of the criteria.
Check your statement details and try entering your name and address exactly as
it appears on the statement. Alternatively, try a different account if you have
one. If you still can’t register, please telephone us at the numbers listed on
the Contact Us page. |
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| Do I need to be an
existing Countrywide customer to register? |
| At this time, you must have an existing
account relationship with Countrywide in order to register for the site. |
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| Earlier, I completed an
online application to open a new bank account. However, when I later tried to
register it asked me for my account number. I do not have my account number
yet. What can I do? |
| You will need your account number to
register/use the Forgot Password feature. Your account details will be sent to
you by US Postal Service. If you require your account number sooner, please
contact Countrywide Bank Customer Care on 1-877-CWBANKS. |
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| I tried to register on the
site with a newly opened account but the system could not find me. Why? |
| If you have just opened a new account online -
or in a Finance Center - with Countrywide Bank, you will need to wait 24 hours
for our system to be updated with your new account details. If you have any
other account with Countrywide Bank, Countrywide Home Loans or Countrywide
Insurance Services, you may use that to register. |
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| I am trying to provide an
email address but am told it is invalid, why? |
The email address associated with your Countrywide accounts must comply with
the following ARPA standards:
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The first character must be alpha-numeric.
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The only special characters allowed are - (hyphen), + (plus), . (period), _
(underscore).
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The domain name following the “@” symbol can only contain alpha-numeric
characters and the special characters mentioned above, and must end with an
extension such as .com, .net, .org, etc...
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The maximum length is 40 characters.
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| What are the rules for username
and password creation ? |
Your username must be 6 to 32 characters in
length and may include letters, numbers and any of the following four symbols:
@(at sign), _ (underscore), - (hyphen), or . (period). Spaces are not allowed.
Your password must be 6 to 32 characters in length and must include at least
one letter and one number; all keyboard characters are allowed. Passwords are
case-sensitive. |
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| Is a password the same as a PIN? |
| Yes, in principle. If you are a customer of
Countrywide Bank and previously registered on the Countrywide Bank website, you
will have been assigned a 6-digit PIN. As part of our recent improvements, we
now require that you re-register and provide a new username and password that
meet our more stringent security requirements.
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| Will my password expire
automatically? |
| No. However, you may change your password as
often as you like. |
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| Can I configure the site to
auto-populate my username and password? |
| No. We have deliberately disabled this
functionality in Internet Explorer to increase the security of your accounts.
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| Can I have more than one
username? |
| No, only one username is allowed per customer.
If you can't remember your username, you can retrieve it using the "forgot
username" link on the homepage. Joint account holders can create unique
usernames and passwords which will enable them to access accounts associated
with their personal information.
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| Can I change my password once
it's created? |
| Yes. Once you create your password, you can
change it at any time by logging into the site, clicking the "Edit Profile"
button and selecting the "Change Password" link under the "My Profile"
section of the left-hand navigation bar.
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| Can I change my username once
it's created? |
| Yes. You can change your username at any time
by logging into the site and selecting the "Change Username" link under the "My
Profile" section of the left navigation bar. |
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| What is Site ID? |
| Your Site ID is an image and phrase that is a
shared secret between you and Countrywide. The Site ID provides you with added
security by making it more difficult for unauthorized people to access your
account information. Once you have setup your Site ID, be sure to verify the
image and phrase that you have selected appear before entering your password. |
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| Why do I need Enhanced Security? |
| Countrywide takes the security of its
customers seriously, protecting your account information and identity is our
priority. Phishing and pretexting are on the rise and we are committed to
proactively protect you against identity theft attempts. |
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| What is Phishing? |
| Phishing is a scam that involves Internet
thieves trying to steal your personal information (bank, home loans or
insurance account information, social security number, username, passwords and
other personal or account information). Phishing scams are usually performed
via an email or pop-up messages that appear to come from Countrywide, asking
you to perform some action to "verify" your identify. Some phishing emails even
warn you that if you don’t respond, your account(s) will be suspended or
closed. These messages will direct you to a website that looks just like a
Countrywide’s website, when in fact it is a counterfeit website that collects
and sends your personal information to thieves. To learn more about fraudulent
emails and scams, click here. |
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| How does Site ID work? |
| During the Site ID enrollment process, you
will be required to select an image and phrase known only to you. You will also
answer a few secret questions. Upon subsequent log in visits, we will show you
this image and the phrase. The presence of the correct image and phrase will
verify a legitimate Countrywide website and not a spoofing site.
In addition, when you log in to a Countrywide website we check the identity of
your computer or device used to access the website. Typically, you will access
the website from one or two computers, such as your work and home. Should you
need to log in from a non-registered computer, such as an internet kiosk, we
will take additional steps to verify your identity.
Your computer is identified by assigning a unique identifier to each computer.
No personal or private data is stored at any time.
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| Why am I asked a secret question
when I try to log in? |
| The secret question is prompted when we detect
that you are logging in from a computer from which you have not previously
enrolled. You will be asked to answer a secret question when you log in
for the first time from a new computer or after deleting cookies from your computer. After you answer the secret question,
you will be asked whether we should remember this computer for future log ins.
Please select No when accessing your accounts from a public or shared computer. |
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| I share my computer with someone
who has separate accounts with Countrywide. Can both of us still log in from
the same computer? |
| Yes, both of you can still log in to your
individual accounts. There is no limit on how many people can log in from the
same computer. |
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| Can I change my Site ID image and
phrase? |
| Yes, you can change your Site ID image and
phrase at any time. Please log in and click on the “edit profile” link to
select a different Site ID image and phrase. |
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| What happens if I do not see my
personal Site ID image or phrase? |
| Your Site ID image and phrase verify the
authenticity of our website. It ensures that you are logging in to a legitimate
Countrywide website and not a spoofing site. Please do not enter any
information (personal or non-personal) if the Site ID and phrase are not
correct. If they are not correct, please type in www.countrywide.com in a new
browser window and try accessing your accounts again. If you are still seeing
the wrong Site ID image and phrase, please contact us immediately. You can find
options to contact us here. |
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| How do you know I am logging in
from my own computer? |
| When you log in for the first time from a new
computer and agree to enroll it during the log in process, we put a secure
(encrypted) cookie on your computer. The cookie is visible only to our websites
and does not contain any of your personal information. When you log in after
that, your web browser sends us the cookie, which lets us know that this is
your computer. |
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| If someone steals my password,
how will Site ID prevent an identity thief from accessing my account? |
| When an identity thief tries to access your
Countrywide accounts from his or her computer, our system will detect the
unknown computer and challenge them with one of your secret questions. |
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| Is there a fee for using the
Site ID enhancement? |
| No, there are no fees for using Site ID. It is
a way for Countrywide to safeguard your accounts and information at no charge
to you. |
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| Will Countrywide's new Enhanced
Security impact external aggregators that access my Countrywide accounts online
to gather account information to either pay my bills or display my accounts? |
| Yes, the new enhanced security login process
will impact these companies' ability to access your accounts because they use
an "unidentified" computer and thus are required to answer one of your security
questions during login. This question may not be same every time so there is no
automated way to access your account. The extra security question step is to
protect your account and personal information. |
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| I forgot my password – how do I
find out what it was? |
| From the Enter Password page (after you enter your Username and click LOG IN), click on 'forgot password' and you will be taken to a similar screen to what you saw when you registered for site access. After entering your account and personal information, and answering one of your security questions, you will be given the opportunity to provide a new password. If you are unable to answer the security question you can have a temporary password sent to you via email or postal mail. |
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| What if I forget my username? |
| If you can't remember your username, you can
retrieve it by clicking on the "forgot username" link on the homepage. |
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| What if I can't answer my hint
question correctly? |
| If you are unable to answer your hint question
correctly, you can request that Countrywide Financial reset your password and we
will either mail it to you via U.S. Postal Service or email it
to you. As a security precaution, no one at Countrywide can provide you with
your password or hint question and answer. Please note that it may take up to
10 business days to receive your new password if we have to mail it. Do not
request to have your password reset and mailed to you again until this time
period has elapsed as any additional requests will delay your ability to access
the site. |
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| How do I log in to the
Countrywide Financial web site? |
| You will need to register and create a
username and password to access your online account information. |
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| Can I use my existing Countrywide
Financial login? |
| Yes. You may login anywhere using your
existing Countrywide Bank, Customer Services, or Countrywide Insurance login. |
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| Can I still use my account number
to log in to the Countrywide Financial website? |
| No. You will need to log in with your username
and password. Your account number is required to register, to retrieve your
username, or to reset your password. |
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| Can I use my existing login
information from other Countrywide sites to access Your Accounts? |
| Yes. We designed the Your Accounts section to
allow you to register and log in using the same identifying information as you
use for an individual product site. You can register using your home loan, bank
or insurance account information. |
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| Can I still login directly to the
other Countrywide sites where I have existing access? |
| Absolutely. Direct access to the secure
sections of our product sites is still available, and your login information
will still work. This is one of the main objectives of our Single Sign-On
initiative. |
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| I have a brokerage account with
Countrywide Investments, why can I not login using that? |
| At this time, accounts with Countrywide
Investments may only be used within that site. You can gain access to this by
navigating to the Investments
area of the website
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| I successfully registered for a
new login and selected the Manage Your Bank Accounts option. I was prompted to
open a new account. Why? |
| Even though you have registered with us,
certain parts of our website are only available to you depending on the type of
accounts you have.
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| I successfully registered for a
new login and selected the Customer Service option. It told me I did not have
access to this area. Why? |
| This area of the site is a secure area
restricted to current home loan account holders only. You have been presented
with this message because you do not hold any home loan accounts.
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| How is it that I am able to use my
Home Loans login and can now see my bank account, insurance policies, etc.? |
| To make our site even more convenient for you,
Countrywide Financial is implementing a Single Sign-On initiative so you can
gain access to the full site, no matter where you have logged on. If you had
more than one username, we've eliminated the older or least used ones in order
to further improve security. You can use the "forgot username" link on the home
page to find the username that was chosen for you. |
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| I don't see all my Countrywide
accounts - why not? |
| We show up to three accounts on the Your
Accounts Summary page. Click on view more accounts... on the Your
Accounts Summary to view the remaining active accounts. |
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| How often is data updated in the Your
Accounts area? |
| Home Loan, Bank Account and Insurance Policy payments are updated in near real-time. |
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| I can only see the last 5
transactions for my Checking Account in the Your Accounts area. How do I
find more information? |
| Click on Your Bank Accounts under
the Banking pulldown menu for up to the minute account status of your Banking
accounts. |
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| Where can I find a payment history
for my Home Loan? |
| Please click on the transaction history Express Link next to your Home Loan information. |
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| Can I change my insurance coverage
on-line? |
| Not at the current time. Please click on the
Contact Us link for telephone numbers. |
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| Can I sign-up for a new account
on-line? |
| From the homepage, use the GET STARTED ONLINE dropdown in the left tools panel. Alternatively, click on the appropriate selection in the Home Loans, Banking or Insurance dropdowns at the top of the screen. |
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| How do I access the home loan
site features like MortgagePay (or other product site features)? |
| There are multiple ways to access online
account features. When you log in to Your Accounts, you will see tabs
for account detail pages for each Countrywide product category, such as Home
Loans or Insurance. On these detail pages are links to specific account
features. Also, if you move your mouse over the product category buttons in the
top navigation, a list of features and sections will drop down. Click on the
feature you want to access. |
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| Can I print a summary containing
detail information from all my accounts? |
| No. You can use your browser’s Print feature
to print the summary accounts page and any other pages individually. |
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Equal Housing Lenders. ©
2008
Countrywide Financial Corporation. Trade/service marks are the property of Countrywide Financial Corporation,
Countrywide Bank, FSB, or their respective affiliates and/or its subsidiaries. Some products may not be available
in all states. This is not a commitment to lend. Restrictions apply. All rights reserved. *Countrywide Financial offers these products through our family of companies: Home Loans provided by Countrywide Bank, FSB, Countrywide Home Loans Division, member FDIC; Banking services provided by Countrywide Bank, FSB, member FDIC; Insurance services provided by Countrywide Insurance Services; Investment Services provided by Countrywide Investment Services.
