I’m Having Login Issues – How Can I Resolve This? – IRA Central

Troubleshooting Login Issues for AET Accounts

If you're experiencing trouble logging into your account at American Estate & Trust (AET), here are a few steps you can take to resolve the most common login issues.

1. Check Your Username and Password

Clients are required to use their username and password to log into their account. Please keep the following in mind:

Username: Your username is chosen during account setup and may not be the same as your email address. If you can’t remember your username, use the Forgot Username feature on the login page to recover it. This process works similarly to resetting your password, and you'll be prompted to follow the steps to retrieve your username.
Password: If you’ve forgotten your password, you can easily reset it. Simply go to the login page and follow the Reset Password link to create a new password.

Note: Clients should not select the “Sign Up” option, as this is for opening a new account. Selecting “Sign Up” will create a new IRA, leading to confusion and additional issues.

2. Two-Factor Authentication (2FA)

For added security, AET uses two-factor authentication (2FA). If you've enabled 2FA, you will receive a verification code via:

Phone Number: If you added your phone number to your account, the code will be sent via text message.
Email Address: If you didn’t add a phone number, the 2FA code will be sent to the email address we have on file for you.

Make sure to check your phone or email for the 2FA code. If you don’t receive it, please double-check that your phone number or email address is correctly listed in your account.

3. Clear Cookies and Browser Issues

If you're still having trouble logging in, it could be related to your browser. While the portal works with most browsers, we recommend using Microsoft Edge or Google Chrome for the best experience. Safari may cause issues, so if you're using it, consider switching to one of the recommended browsers.

Additionally, clearing your browser’s cache and cookies can help resolve login problems. Follow these steps based on your browser:

Chrome: Go to the menu (three dots) → More Tools → Clear browsing data.
Edge: Go to the menu (three dots) → Settings → Privacy, Search, and Services → Choose what to clear.

4. Resetting Your Password

If you’ve forgotten your password, you can reset it directly from the login page. The Reset Password link will guide you through the steps to create a new password for your account. Unfortunately, the portal does not have a password recovery feature, so you’ll need to follow the reset process to regain access.

5. Forgot Username

If you’ve forgotten your username, you can use the Forgot Username feature on the login page. This process works similarly to the password reset. You'll be prompted to follow the steps to verify your identity, and you’ll receive your username once it’s confirmed.

6. Account Lockouts

If you’ve tried logging in several times with the wrong username or password, you might experience a temporary lockout. This is a security feature designed to protect your account from unauthorized access. If this happens, don’t worry! Just reach out to AET Support for assistance in unlocking your account.

7. Contact Support for Assistance

If you've tried all the steps above and are still having trouble logging in, or if your account is locked, please contact AET Support for further assistance.

Our team is here to help you regain access to your account quickly and securely.

8. Summary of Common Login Issues

Forgotten Username: Use the Forgot Username feature on the login page to recover your username.
Forgotten Password: Use the Reset Password option to create a new password.
2FA Issues: Ensure your phone number or email is up to date, and check for the 2FA code.
Browser Issues: Use Edge or Chrome for the best experience and clear your browser’s cache and cookies.
Account Lockout: Contact Support if you're temporarily locked out due to multiple failed login attempts.

We hope this guide helps you quickly resolve any login issues. If you need any additional help, don’t hesitate to reach out to our support team.