What is a OnePass account?
A OnePass account is a username and password, created by the user, that provides better security and can be used across multiple Thomson Reuters websites and applications, such as Westlaw, lawschool.westlaw.com, and My Account.
Even though OnePass currently exists, customers who use it will need to update their username and password to meet our new, stronger security requirements. Customers who currently use a West-provided password will need to create a new OnePass username and password.
Why do I have to create a OnePass account to access West applications?
By asking our users to create their own passwords rather than using West-assigned passwords, we will be able to provide better security.
If I have already created my own username and password, why do I need to update it?
If you created your own username and password prior to November 1, 2009, and they don't meet the new OnePass requirements, you must re-register. Our new requirements are stronger and provide our users with a higher level of security.
When do I have to do change my OnePass username and password?
The new OnePass requirements will be rolled out to our customers in phases, starting November 1, 2009 and will continue through the next 12 months. During your phase, you will be notified of the date you need to create (or update) your OnePass after you sign-on to your account using your current username and password.
However, all customers are free to make changes as early as November 1, 2009, regardless of when their roll-out phase may be.
There may be the chance that you do not sign-in until AFTER your roll-out period. If this happens, upon your first log-in after this date, you will be required to create (or update) your OnePass username and password immediately in order to access the websites and applications you wish to use.
What websites/applications use OnePass?
Please refer to the OnePass Applications document found on the web page.
Can I use the same OnePass account for multiple websites?
Yes, with your OnePass log-in, you will be able to access multiple products, applications, and websites that currently require different passwords.
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User Name and Password Requirements What are the requirements for usernames?
Username
- At least 8 characters in length and include at least 2 of the following 4 characters:
- uppercase letters
- lowercase letters
- numerals
- special characters: period ( . ), at ( @ ), hyphen ( – ), or underscore ( _ )
- Email addresses are valid usernames
- Must be unique from all other OnePass users
- Can be saved as a cookie
- Forgotten username can be emailed to user with validation of email address and answer to security question.
What are the requirements for passwords?
Password:
- Passwords must be at least 8 characters in length and include at least 3 of the following 4 characters:
- uppercase letters
- lowercase letters
- numerals
- special characters: period ( . ), at ( @ ), hyphen ( – ), or underscore ( _ )
- Can be saved as a cookie. Please note that if you save both your username and password, and you access sensitive public records content, you will be asked to enter your password again. This re-authentication process will only be required once per session.
- We do NOT recommend using an email address as a password
- Forgotten password can be reset with validation of username, email address, and answer to security question.
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What do I need to do if I forget my username?
There are two locations you can go to if you have forgotten your Username:
- The "Forgot OnePass Password/Username" link on the sign-on screen.
- The "Forgot your username or password?" link on the Manage My OnePass Account page.
Clicking on either of these links will bring you to Step 1 in the Forgot Username or Password process.
- In Step 1, select "I forgot my username."
- In Step 2, enter your email address. If the email address matches an account, the system will display Step 3 with a security question.
- Enter the answer to the security question. If the answer to the security question is correct, you will receive a message in Step 4 that the username has been sent to your email address.
If you answer the security question incorrectly, you will receive the message "Answer entered does not match." If you incorrectly answer the security question multiple times, you will need to contact Customer Service 1-800-WESTLAW.
What do I need to do if I forget my password?
There are two locations you can go to if you have forgotten your Password:
- The "Forgot OnePass Password/Username" link on the sign-on screen.
- The "Forgot your username or password?" link on the Manage My OnePass Account page.
Clicking on either of these links will bring you to Step 1 in the Forgot Username or Password process
- In Step 1, select "I forgot my password." You will then be required to enter your username and email address in Step 2.
- If the username and email address matches an account, the system will display Step 3 with a security question.
- Enter the answer to the security question. If your answer matches what the system has recorded, you will receive a message in Step 4 that a temporary password has been sent to your email address.
- Log on using your username and temporary password. You will be immediately be asked to create a new password.
If you incorrectly answer the security question, you will receive a message "Answer entered does not match." If you incorrectly answer the security question multiple times, you will need to contact Customer Service 1-800-WESTLAW.
Can I use the same OnePass account to access multiple websites?
Yes, with your OnePass log-in, you will be able to access multiple websites, applications, and products that currently require different passwords.
OnePass usernames and passwords can be used for multiple applications just as your Westlaw password can be used across various applications. OnePass will also allow users that have access to multiple products that currently require different passwords to register these different passwords with their OnePass username and password. This way, their OnePass log-in information can be used across all products (i.e. Westlaw and Westlaw Business).
You can set up your OnePass account from any application. Simply log-on to the application of your choice, then follow the prompts to create your OnePass account. If you choose to create your OnePass account via Westlaw (or any application that currently uses your Westlaw password), you will be asked for your Westlaw password during the registration. If you choose to create your OnePass account from Westlaw Business, you will be asked for your Westlaw Business password.
To register your OnePass account for a second (or third) application, simply access your OnePass account from that application and you will be prompted to enter that application password.
I saved my OnePass username, so at sign on, it would remember it and I wouldn't have to type it in. However, I recently noticed that it is no longer saved on the sign on screen – what happened?
This may be because you have recently deleted your cookies. You will want to re access Westlaw to set the cookie to save your username at sign on and also a cookie to set your preferred sign on page (OnePass rather than the previous Westlaw password). With regards to a cookie being set to save the OnePass sign on screen, this will last only until all users are migrated over to OnePass. After that, everyone's sign on screen will be OnePass.
How do I change my password?
You can change your password at any time. Click on "Register/Edit Username and Password." Enter your current name and password to access your account, then make any desired modifications.
How do I change my username?
You can change your username at any time. Click on "Register/Edit Username and Password." Enter your current name and password to access your account, then make any desired modifications.
OnePass is telling me I'm locked out – what should I do?
If you are unable to reset your contact information through the OnePass Forgot Username/Password flow, Contact Customer Support at 1-800-WESTLAW
I use transparent authentication to access various West applications. How will this now work with OnePass?
Since these passwords are not entered at sign on (they have already authenticated into your own system), nothing changes with these types of access. So, there is no impact – nothing changes.
I access Westlaw through a custom user interface. How will this now work with OnePass?
There is no impact – nothing changes.
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Will West customer support groups have access to OnePass usernames and passwords?
Customer support groups will have access to OnePass usernames, and will have the ability to reset passwords. After a password is reset, a temporary password will be emailed to the user. Once logged in using the temporary password, the user will be prompted to create a new password. For security purposes, customer support groups will not have access to OnePass passwords.
How can I change my security question and answer?
At any time you can access your OnePass account and change your security question and answer. OnePass is accessible from the sign-on pages of all applications. You are required to enter your username and password to access your account and can then make modifications to any of your data.
Will I get a card by email or mail with my username and password?
No. Once you register with OnePass, you will receive a confirmation email. This email however, will NOT contain your username/password.
My wallet/briefcase/planner was stolen and I had my username/password written down there – what should I do?
You can access your OnePass account at any time and change all information within your account. OnePass is accessible from the sign-on pages of all applications. You are required to enter your username and password to access your account and can then make modifications to any of your data.
I was asked to provide a phone number to the call centers recently – what is this about?
In preparation for the OnePass implementation, all call centers are collecting direct dial phone numbers from our customers. Currently when customers dial 1-800-WESTLAW or 1-800-REF-ATTY for assistance, they are asked to enter their Westlaw password for identification and routing purposes.
Within the next several months, as part of an initiative to further ensure the security and confidentiality of our customer's Westlaw passwords, our phone systems will migrate to use of a direct dial phone number as the unique numeric identifier. An added advantage to customers is that they can easily remember their own phone number, while remembering a Westlaw password is sometimes tricky.
How often can I change my password?
You have control over how often you want to change it, so it is up to you.
My email address is changing – what should I do?
At any time you can access your OnePass account and change your email address. OnePass is accessible from the sign-on pages of all applications. You are required to enter your username and password to access your account and can then make modifications to any of your data.
How will I maintain passwords for my company/firm, once OnePass is in place?
My Account will continue to be available to add/deactivate/edit or reset Westlaw Access.
Will West customer support groups have access to OnePass usernames and passwords?
Customer support groups will have access to OnePass usernames, and will have the ability to reset passwords. After a password is reset, a temporary password will be emailed to the user. Once logged in using the temporary password, the user will be prompted to create a new password. For security purposes, customer support groups will not have access to OnePass passwords.
Will we have access to all of our users' OnePass username and password information?
All current MyAccount password management administrators will have the ability to look up OnePass usernames and passwords. (Please note: OnePass information will display in MyAccount according to your designated roll-out phase. For example, if you are scheduled to make the switch between March 9 and April 8, 2010, the OnePass information will begin to appear in My Account on March 9, as users create their OnePass usernames and passwords.)
When I used to call the Reference Attorneys or Customer Support, I gave the agent the numeric portion of my Westlaw password. What information will I give the agent now?
Earlier this year, the call centers (Reference Attorneys, Customer Service, and Technical Support) underwent a campaign to collect users' direct-dial phone numbers for identification and routing purposes.
Customers can enter their direct dial number (if they have provided that information) or their Westlaw password.
Additionally, the phone agent can look them up by name, by direct dial phone number, by OnePass username, by Westlaw password (if they still remember it), or another method. If customers do not remember their Westlaw password, they will have access to it from the westlaw.com Site Map (referenced as "Online ID").
How will the customer support groups (Reference Attorneys, Customer Support, Technical Support) handle calls from customers?
All customer support groups have been trained on OnePass and are prepared to help customers make the transition.
When customers call 1-800-WESTLAW, the system will prompt them, "Are you calling for OnePass assistance?" When this option is selected, customers are sent through a series of menus that provide step-by-step instructions and answer specific questions about OnePass. Because all agents are trained to handle OnePass questions, there are no menu options that transfer callers to a "OnePass team." Any of our agents can answer any of your OnePass questions-whether that agent is a Reference Attorney, Customer Support Specialist, or Technical Support Specialist.
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How does this affect My Account?
As an application that currently uses OnePass, My Account users will be required to update their OnePass Username and Password to follow the new criteria during the initial window starting November 1, 2009.
You will continue to be able to add/deactivate/edit information and reset user access. My Account for administrators will not change until your account starts the transition period (unless the account is a new location or organization).
When the account is transitioned to OnePass, My Account will allow administrators who currently have editing permissions to add or delete Westlaw user access and edit user information (including last name, position, and end date). When done, these changes will reset the OnePass user's account. Instead of "Westlaw Password," it will now be referred to as the "Registration Key/Online ID." The Registration Key/Online ID will be sent to the end user in order to register to use OnePass. Once the end user has registered, the online ID will continue to display. If the Firm Password Administrator has authorization (My Account permissions required), he or she will be able to view the user's OnePass username and password.
Will I still be able to get Password List reports?
Once your account has migrated to OnePass with strong requirements, the Password List report will become a User List and will display the current user status with Online ID.
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Does the OnePass username and password change QuickView+?
Initially the QuickView+ users will have the option to log on to QuickView+ using their OnePass username and password or their Westlaw Password. Eventually all QuickView+ users will log on with only their OnePass username and password.
What will I see as the Westlaw user number in QuickView+?
All Westlaw usage will be identified as it is today with the numeric part of the Westlaw password. Going forward West will refer to that number as the Registration Online I.D.
Can I get a list of the OnePass usernames and passwords for my organization?
The goal is to ensure the integrity and the security of the Westlaw user. QuickView+ will not provide any way to display, print or download the list of users with their personal One Pass information.
My firm uploads Westlaw usage information into our accounting system. Will there be any changes that will prevent up loading to our accounting system?
There is no change to how the usage is identified by user in QuickView+ or on detailed billing reports. Customers will not need to make any changes.
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Need further assistance?
To learn more about OnePass, visit west.thomson.com/onepass or call 1-800-WESTLAW.
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