BC Hydro eInvoicing
User Guide
2
Table of Contents
Getting Started ........................................................................................... 4
Electronic invoicing for suppliers .................................................................................................................. 4
REGISTERING YOUR ACC OUNT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
SUPPLIER INFORMATI ON PORT AL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Account settings ............................................................................................................................................. 6
PURCH ASE ORDE R RO U TING AND NOTIF IC ATIO NS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
INVOICE NOTIF ICATIO N S . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
TAX ID NUMBER . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
REMITTANCE ADDRES S A ND N OTIF ICATIO N S . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
MAN AGIN G USERS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Orders and invoicing ................................................................................ 12
Inbox ............................................................................................................................................................... 12
ORDER DET AILS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
MENU BUTTON . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
ACTIO N BUTTON . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Searching for orders and invoices ............................................................................................................... 14
ORDERS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
INVOICES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
F INDING THE SHIP TO AD DRESS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
CONFIRMING A PU RC HAS E ORDER . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Submitting your invoice ................................................................................................................................ 18
CRE ATING THE INVOI CE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
INVOICE STATUS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Invoice cancellations and credits ................................................................................................................. 21
CANCELLATIO NS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
CREDITS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Contract Payment Authorization (CPA) ....................................................................................................... 22
INVOICING CP A’S WITH MULT IPLE PAGES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
CPA VERSI ON . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
3
Ariba Reporting ............................................................................................................................................. 23
Early Payment Offers (EPOs) .................................................................... 24
EPOs explained ............................................................................................................................................. 24
Viewing and accepting EPOs ........................................................................................................................ 25
ENABLING EPO NOTIF IC ATIONS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
VIEWING AN EPO . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
AC CEPTING AN EP O . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
SETTING UP EPO AUT O -ACCEPT ANCE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
VIEWING UPCOMING PAY MENTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
CAS H OPTIM IZER . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
EPO FAQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Quick Contact Guide ................................................................................. 32
4
Getting Started
Electronic invoicing for suppliers
Welcome to electronic invoicing at BC Hydro. Electronic invoicing (eInvoicing) is a safe, fast and environmentally responsible way for
us to do business with our suppliers. We partner with the SAP Ariba Network to provide suppliers with a cloud based solution to
manage orders and invoices centrally and use Early Payment Offers (EPO) to meet your changing cash flow needs.
You'll need an Ariba Network Account to do business with us. All transaction and account fees are waived so you can use your
account, the Ariba Help Center, and the Ariba Supplier Mobile App, all free of charge.
REGISTERING YOUR ACCOUNT
1. Go to the Ariba website
2. Click on Login
3. Click on Supplier
4. Click on Register Now
5. Enter the required Company information and
User account information
6. Review and accept the Terms of Use and
SAP Ariba Privacy Statements
7. Click on Register
o You will receive an Ariba
account activation email
Visit our Ariba Supplier Information Portal for announcements, contact information and user guides.
5
8. Open the email and click on the activation link
9. Back in Ariba, click on Complete my Company Profile Later
10. Click on Learn More to upgrade your account from Standard to Enterprise
o Ignore any fee-related messages as BC Hydro will pay for this mandatory Ariba upgrade
11. Click on Company Settings
12. Take note of your Company Name and ANID
(Ariba Network Account ID)
SUPPLIER INFORMATION PORTAL
1. Click on Company Setting
2. Click on Customer Relationships
3. Click on Supplier Information Portal
6
Account settings
PURCHASE ORDER ROUTING AND NOTIFICATIONS
1. Click on Company Settings
2. Click on Electronic Order Routing
3. We recommend that you select Email as
the routing option for every document type
in each section
4. If you select Email, enter up to three email
addresses (separated by a comma, no
spaces)
5. Click on a check box to include the order
details in the email notification
7
6. Review the Notifications section
7. Click on the check box beside the
notifications you would like to receive
8. Enter your email address for each
notification
9. Click on Save
INVOICE NOTIFICATIONS
1. Click on Company Settings
2. Click on Electronic Invoice Routing
3. Review the Notifications section
4. Click on the check box beside the
required notifications
5. Enter your email address for each
notification
6. Click on Save
8
SERVICE ENTRY SHEET (SES) NOTIFICATIONS
1. Click on Company Settings
2. Click on Network Notifications section
3. Click on Network Notifications section
4. Click on the check box beside the
required notifications
5. Enter your email address for each
notification
6. Click on Save
9
TAX ID NUMBER
1. Click on Company Settings
2. Click on Company Profile
3. Click on the Business tab
4. Review the Tax Information section
5. Enter your Tax ID number (do not include
spaces or hyphens in this field)
6. Click on Save
10
REMITTANCE ADDRESS AND NOTIFICATIONS
1. Click on Company Settings
2. Click on Remittances
3. Review the EFT/Check Remittances
section
4. Click on Create and input your remittance
address
5. Review the Notifications section
6. Click on the check box beside the
notifications you would like to receive
7. Enter your email address for each
notification
8. Click on Save
11
MANAGING USERS
With administrator access you can Manage Users and Manage User Roles for your Ariba Network account.
1. Click on Company Settings
2. Click on Users
Manage User Roles – Create new user roles:
3. Click on Create Role
4. Enter a Name for the new role
5. Select the Permissions for the new role
6. Select if the role can access either Specific customers or All customers
7. Click on Save
Manage Users – Create and assign new users:
8. Click on Create User
9. Enter the user’s email address as their login ID
10. Enter the user’s first and last name
11. Enter the user’s email address
12. Assign the user to the required user Role
13. Click on Done
14. If the user’s email domain does not match the one associated with your account, you will receive a warning prompt:
o Click on Yes
o Click on Done
15. The user will receive an email allowing them to define their own password for the Ariba Network.
12
Orders and invoicing
Inbox
ORDER DETAILS
o Type
o Order Number
o Version number (use most recent)
o Customer Name
o Inquiries
o Ship To Address
o Ordering Address
o Order Amount
o Order Date
o Order Status
o Settlement
o Amount Invoiced
o Revision Type
MENU BUTTON
o Click on the Menu button to perform the
following;
o Show or hide inbox columns
o Group orders
o Export orders to Excel
o Change the date display
o Expand the number of
orders displayed
13
ACTION BUTTON
o Click on the Actions button to perform the
following;
o Confirm or reject the entire
order
o Update line items
o Create a standard invoice,
credit memo or debit memo
o Hide an order
We recommend that you review the purchase order before selecting Confirm Entire Order or Reject Entire Order
14
Searching for orders and invoices
ORDERS
1. Click on Inbox
2. Click on Search Filters
3. Enter the Order Number
o Must start with a capital C
(contract order) or capital P
(purchase order)
o Followed by two or three
zeroes
o Followed by the five or six
digit order number
o If applicable, followed by the
five digit release number
o Example: C00055849
(no release number)
o Example: C0005584900023
(with a release number)
4. Click on Exact number
5. Click on Search
o All matching orders will be displayed - click on the hyperlink of the most current version
INVOICES
1. Click on Outbox
2. Click on Search Filters
3. Enter the Invoice Number
4. Click on Exact number
5. Click on Search
An Order Number and/or Release Number are required to invoice in Ariba. Your order number will appear in the Ariba network
within 2-3 days upon completion of enablement. If you do not see your order after the timeframe provided, please contact your BC Hydro Representative.
15
FINDING THE SHIP TO ADDRESS
Check each line item for the ship to address:
1. Click on Inbox
2. Click on the Order Number
3. Scroll down to the Line Items section
4. Click on Details
5. Refer to the Ship To section
16
CONFIRMING A PURCHASE ORDER
Prior to submitting an invoice in Ariba, it is necessary to confirm your purchase order:
1. Click on Inbox
2. Click on the Order Number
3. Click on Create Order Confirmation
4. Select from the following options:
o Confirm Entire Order
o Update Line Items (partially
confirm the order)
o Reject Entire Order (please
discuss with your BC Hydro
representative prior to
rejecting the order)
If Update Line Items is selected
5. Click on Est. Delivery Date and select the
delivery date
17
6. For each line enter the quantity you would
like to:
o Confirm
o Backorder or
o Reject
7. If required, click on Details to edit the
following fields:
o Unit price
o Comments (to describe edits
made)
8. Click on OK
o The proposed changes will
now be displayed on the
order confirmation.
9. Click on Next
10. Complete a final review of your changes:
o Click on Previous if
corrections are required
o Click on Submit to send the
confirmation to BC Hydro
o Click on Exit to cancel all
changes
BC Hydro will review and accept or reject all changes made.
18
Submitting your invoice
CREATING THE INVOICE
Purchase orders must be confirmed prior to invoicing. Refer to the Confirming a purchase order section before invoicing.
1. Click on Inbox
2. Click on the Order Number
3. Review your order for accuracy
4. Click on Create Invoice
5. Enter the Invoice #
o Limited to 16 characters
o Capital letters and numbers
only
o No special characters or
spaces
6. Invoice Date will auto-populate
o BC Hydro pays 30 days from
date of receipt
7. Supplier Tax ID will auto-populate if this
has been inputted into your company
profile
19
8. Scroll down to the Line Items section
9. Ensure the Include button is green
10. Update Quantity to match what is
confirmed for the order
o Enter “1” for contract orders
11. Unit Price will auto-populate
o Change to the pre-tax
subtotal for contract orders
12. Click on Update to auto-populate the taxes
13. Click on Add to Header
14. Click on Attachment to attach backup
documentation for contract orders
15. Click on Browse
16. Select your backup document
17. Click on Add Attachment
18. Click on Next
19. Review your invoice
20
o Ensure it is accurate, and
matches the values in your
backup documentation
20. Click on Submit
INVOICE STATUS
Refer to your Outbox at any time to check your Invoice Status.
Status Description
Sent BC Hydro has RECEIVED and is processing the invoice
Approved BC Hydro has APPROVED the invoice
Paid BC Hydro has PAID the invoice
Rejected BC Hydro has CANCELLED the invoice
Failed The Ariba Network experienced a problem routing the invoice
TIPS FOR PURCHASE ORDERS
o When invoicing on a multi-line partial shipment
o Click on Include to deselect any lines that you are not shipping
o Taxes, freight and special charges
o Show on lines 100 (GST), 200 (PST) and 300 (freight or special charges)
o Make sure the freight and tax charges on these lines match your invoice
o Contact your BC Hydro representative if the purchase order does not include these charges
o These lines must be billed at the same time you bill your product
21
Invoice cancellations and credits
CANCELLATIONS
If an invoice is cancelled by BC Hydro, the status will change to Rejected in your outbox
o You will receive a system notification from Ariba
o BC Hydro will email you with the reason within 3-5 business days
o Do not re-invoice BC Hydro until you have been advised of the reason
CREDITS
Follow these steps to issue a credit against an order:
1. Enter a negative value in Quantity
o It is always negative one (-1)
for contract orders
2. Enter a positive Unit Price
3. Click on Update
o The Unit Price from the
order and the Tax Amount
are auto-populated
If an error is made while you are submitting an invoice, please contact BC Hydro Accounts Payable to have it cancelled:
o Phone: 604 663 3572
o Email: [email protected] (include ‘eInvoicing Cancellation Request’ in the subject line)
22
Contract Payment Authorization (CPA)
INVOICING CPA’S WITH MULTIPLE PAGES
1. Click on the select all check box
2. Scroll to the bottom of the page
3. Click on Line Item Actions
4. Click on Edit
o A list of CPA’s that have not
been invoiced will be
displayed
5. Uncheck the CPA’s you do not want to invoice
6. Click on Done
7. Click on Next
8. Review your invoice summary
9. Click on Submit
CPA VERSION
Please select the newest version under Orders and Releases.
Ariba has a size restriction that limits the number of lines that can be stored under one contract order or blanket order release. If
you are unable to see new CPAs this may be the reason. For assistance, please contact [email protected]
23
Ariba Reporting
Reports can be created by Administrators and other users with the appropriate reporting permissions:
1. Click on Reports
2. Click on Create
3. Enter the report Title and Description
4. Select your Report Type (for example):
o Failed Invoice - Useful for
troubleshooting failed or
rejected invoices
o Invoice - Useful for tracking
invoices and monitoring
invoice volumes
5. Click on Next
6. Set the parameters for your report
7. Click on Submit
Reports can be downloaded in CSV format when the status is Processed.
24
Early Payment Offers (EPOs)
EPOs explained
Our EPO program allows suppliers to take early payment in exchange for a discount.
All approved invoices are eligible. EPOs are easy to use, completely optional and can be accepted on an invoice-by-invoice basis.
Payment discounts are applied only to the EPOs you accept; if you don't want to accept the EPO, simply ignore the offer and your
invoice will be paid on your usual scheduled payment date.
o EPO discounts are based on the difference between the scheduled payment date and the early payment date selected. The
calculation takes into account the appropriate dollar discount rate and the number of day’s difference.
The earliest a discount can be taken is day 2 (due to the required processing time).
o EPOs can provide the following benefits to suppliers:
o Improved cash-flow control
o Typically lower rates than many alternatives (e.g., P-Card, asset-based lending, bank lines of credit)
o EPOs have no impact on the payment terms in your contract
o EPOs become available when invoices are approved in Ariba, and are communicated via:
o Email notification (see Enabling Notifications below)
o The Early Payments tab in Ariba (see the Viewing EPOs section below)
o Once an EPO payment is completed, Ariba will send a Notice of Payment Plan Cancellation email
o Please note that this is simply an auto-notification of the completion of the EPO
o Your actual payment has not been cancelled
25
Viewing and accepting EPOs
ENABLING EPO NOTIFICATIONS
In order to receive EPO email notifications you must ensure it is enabled in Ariba.
1. Click on the Company Settings
2. Click on Accelerated Payments
o If this option is not available,
contact your account
administrator to provide you
with access
3. Ensure the two notifications are enabled
o Your organization will now
receive offers from BC
Hydro and other buyers you
connect with via Ariba
4. Enter up to three email addresses to
receive notifications (separated by a
comma, no spaces)
5. Click on Save
6. Click on Close
26
VIEWING AN EPO
When an EPO becomes available, the designated contact(s) will receive a message in their Ariba Inbox.
1. Click on Inbox
2. Click on Early Payments
o This provides detailed
information on all available
BC Hydro EPOs
3. Click on the Payment ID number
4. A detailed schedule of payment dates and
the applicable discounts will be displayed:
o Payment Date: the selected
payment date by the
supplier
o Settlement Date: the actual
date of payment
o Scheduled Payment Date:
the original payment date (in
accordance with your
standard terms with BC
Hydro)
o Discount %: early payment
discount percentage
o Discount Amount: early
payment discount amount
o Settlement Amount: actual
payment amount
27
ACCEPTING AN EPO
1. Select a Payment Date
2. Click on Accept Early Payment Offer
o An error message will
display if a Payment Date is
not selected
3. Review the details on the confirmation
page
4. Click on Done to return to the list of
available EPOs
BC Hydro will begin processing an EPO as soon as it’s accepted by a supplier.
28
SETTING UP EPO AUTO-ACCEPTANCE
You can configure Ariba to allow for automatic acceptance of EPOs based on a set of parameters. If an EPO does not meet the
parameters, it can still be reviewed and manually accepted.
1. Click on Company Settings
2. Select Accelerated Payments
3. Click on Settlement
4. Click on Create in the Supplier Auto
Acceptance Rule section
29
5. Define the parameters for EPO auto-
acceptance
o These rules will apply to all
your clients in Ariba
6. Enter a Name and Description
7. Enter the Effective Date and Rule End
Date
8. Enter the Amount (low) and Amount
(high) for the transaction amount
9. Enter the APR (low) and APR (high) for
the transaction APR amount
10. Click on Yes for Active?
11. Click on OK
VIEWING UPCOMING PAYMENTS
1. Click on Inbox
2. Click on Scheduled Payments
3. Click on Payment Proposal
o Detailed information for each
payment will be listed
30
CASH OPTIMIZER
Use the Cash Optimizer tool to efficiently manage your EPOs to meet working capital requirements.
1. Click on Inbox
2. Click on Early Payments
3. Click on Use Cash Optimizer
4. Enter the required amount into Working
Capital Needed
5. Enter the Need by Date
6. Click on Recommend
A list of invoices recommended for early payment will be displayed – providing you the required working capital with the least
amount of discount.
31
EPO FAQ
Question Answer
I have contractual terms with BC Hydro, reflected in my invoices. Will EPOs affect my
individual payment terms? No, they will not.
Do I need to change the way I invoice to take advantage of EPOs?
Not if you are already submitting your invoices through Ariba.
Which invoices are eligible for a discount?
All approved invoices are eligible for discount
The last date a discount can be taken is on the 27th day of your net 30 payment term
Is the discount rate fixed? Once you accept an EPO, the discount rate will not change
I don’t want to manually review every EPO. Is there an easier way to accept EPOs?
You can set up auto-acceptance rules in Ariba based on the APR you are willing to accept
It also allows you to define limits to dates and values
32
Quick Contact Guide
Query Contact
Do you have questions related to:
o Invoicing
o Payments
o Early Payment Offers (EPO)
o eInvoicing setup and training
BC Hydro Accounts Payable Helpdesk
o 604 663 3572
Where can I find information about electronic invoicing?
BCHydro.com o Go to Electronic invoicing for suppliers
Ariba Supplier Information Portal o Click on Company Settings on the Ariba home page
o Click on Customer Relationships
o Click on Supplier Information Portal in the Current Relationships tab
Do you have business process issues, including:
o Cancelled invoices
o Orders not in Ariba
o Invoices not paid
o Work inspections required
Your BC Hydro representative
o The person who ordered the work
o The invoice approver, or
o Your BC Hydro representative
Do you have Ariba account Issues?
Ariba Helpdesk
o Click on Help Center on the Supplier Login page
o Click on Support
o From the Support Center you can request a phone call or email, or
participate in a live chat with an Ariba representative
Have you forgotten your Ariba account user name or password?
Supplier Login page o Click on Having trouble logging in?
o Follow the directions to reset your user name or password