Technology Manager Job Aids

 

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Technology Manager Frequently Asked Questions

The scenarios below are frequently asked Technology Manager questions. Answers to the questions are provided in the Solution column.

Click the link in the Scenario column for step-by-step instructions on resolving the issue.

 

 #

Scenario

Solution

1

I need to change my password. How do I change it?

 

Use the Reset My Password link.

 

See the Self-Serve Password Reset Process job aid for more details and step-by-step instructions.

 

Note: If your email address has a public email domain (e.g.,  Gmail, Yahoo, etc.) or if you’re set up to be administrator-managed then contact your administrator to have them reset your password on your behalf.  

 

2

I submitted my User ID to reset my password but I didn’t receive my passcode yet.  

  1. Confirm you entered the correct User ID.

  2. Confirm that the email address on your User Profile is the email that you’re checking. Check with your administrator to confirm the email address on your User Profile.

  3. If you haven’t received the passcode within 15 minutes of submitting your User ID please try again. There may be a technical glitch.

 

3

My administrator or Fannie Mae Support reset my password but I haven’t yet received an email with a reset link.

Typically the link will take 5 minutes to be delivered, however with various network response times, it could take up to 30 minutes.

 

Note: If after 30 minutes you still have not received the link, check your Spam folder and verify that your email address is correct in your profile.

 

4

I’m set up to have my password be self-managed, but I have a public email domain, how do I change my password?

Users with a public email domain (e.g.,  Gmail, Yahoo, etc.) will need to contact their administrator to have their password reset. If you change your email address to a non-public email domain, the self-serve procedure detailed in scenario #1 above, will work for you.  See the Edit My Profile job aid for instructions on how to update your email.

 

5

I reset my password but I cannot log into my application.

Try the password reset process again.  If you’re still not able to log into your application, contact Technology Support Center at 1-800-2FANNIE.

 

6

I’m unable to access the password reset URL.

Company firewalls can often times distort links. If you encounter issues with the reset link, we suggest you copy and paste the password reset URL directly into your browser.

 

If you see either of the following screens, please try again after 15-20 minutes, and if it persists contact the Fannie Mae Technology Support Center at 1-800-2FANNIE.

 

 

 

 

 

 

 

 

 

7

The Technology Manager screens not displaying as expected.

Check your Internet browser.  For the best experience we recommend using Microsoft Internet Explorer® 11.  Other browsers like Google ChromeTM and Mozilla Firefox® may have unexpected results.

 

8

Why do I need a PIN and a security question and answer if the password reset process doesn’t use them?

If you require password-reset assistance from Fannie Mae, these fields will be used to verify your identity.

 

 

9

Why is the answer to my security question not being accepted when I try to change my password on my User Profile?  

The answer that you originally submitted is case sensitive.

 

Example:In what city were you born? 

 

 

Original Answer

Non-successful answer

St. Paul

  st. paul - wrong case

  St Paul - missing period

  St.Paul - missing space

  Saint Paul - wrong spelling

 

10

I’m set up to have my password managed by my administrator. Can I also get Fannie Mae Technology Support Center to reset my password?

If you are set up to have your password managed by your administrator, Fannie Mae Technology Support Center cannot reset your password, however, we encourage you to reach out to your administrator to reset your password.
 

11

Why does it say my user ID is invalid when I try and reset my password?

Your ID may not actually be invalid, but it is probable that one of these reasons are true:
  1. You may have entered your ID incorrectly. Your User ID is all lower case, exactly 8 characters and always begins with a letter.
  2. Your company is set up to have your password managed by your Technology Manager Administrator. If this is the case, you need to follow your company’s security process. Fannie Mae is unable to reset passwords on user profiles that are managed by a company administrator.
  3. If you have not yet established a security question and answer on your profile, you will need to contact your company's Fannie Mae administrator to have your password reset.

 

12

Someone else created my PIN and I don’t know what it is.

If you are able to log in but don't know your PIN, you can log into Technology Manager and click the Show PIN link to see your 4-digit numeric PIN. You can also change the PIN at any time. View Edit My Profile for more information.

 Note: If you are not able to log in, contact your company's Fannie Mae administrator.

13

I reset my password and then tried to submit through my Loan Origination System (LOS) and it is telling me my Fannie Mae ID and/or password is invalid.

Your LOS and Credit Agency will have separate login credentials from Fannie Mae. To prevent this error, enter your Fannie Mae ID and new password in your LOS.

  • Contact your LOS vendor to find out where to enter these credentials.
  • Contact your credit agency to find out what login credentials to use when pulling or reissuing credit through Desktop Underwriter (DU) or Desktop Originator (DO).

 

 For additional assistance contact Technology Support Center, (1-800-2FANNIE).

 

 

 

 

 

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