AOL OnePoint™ Support


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We are pleased to provide Live Chat and e-mail responses from 5am Pacific to 9pm Pacific, 7 days/week.

E-mail support is available 24 hours/day and any e-mail requests are responded to within 4 hours during our normal support hours.

Why should I use AOL OnePoint when I already have other software that stores my passwords?

AOL OnePoint provides the safest and easiest way for you to access your online accounts. AOL recommends using AOL OnePoint because it provides protection from phishing websites and malicious software that attacks your browser - security that you don’t get from Internet Explorer, Firefox or Antivirus protection.

Plus, AOL OnePoint is your one-stop shop for unlocking all the value of your AOL Advantage Plan benefits, which are worth up to $1,560 a year!*

My computer already has software which stores my UID, PWD – what’s different about AOL OnePoint?

Some software will remember your user names and passwords, but only the AOL OnePoint offers the following important safety features:

  1. Keystroke encryption: Whenever you type information online, the AOL OnePoint encrypts your keystrokes to hide them from password stealing malware.
  2. Secure Browser: The AOL OnePoint opens a opens a secure connection (known as “Secure View” to financial websites and submits credentials automatically to protect you from a variety of network, key logging, screen scraping and Trojan-based attacks. SecureView also blocks malicious browser plug-ins that may compromise system security.
  3. Anti-Phishing: The AOL OnePoint maintains a listing of thousands of Financial Institutions’ IP Addresses. When connecting you to these web sites, the AOL OnePoint verifies that you are connecting directly to the IP address. This prevents you from connecting to a hijacked web site.
  4. Easy Access to AOL Advantage Plan Benefits: AOL OnePoint is your one-stop-shop for unlocking all the value of your AOL Advantage Plan benefits, which are up to $1,560 a year!*

I’m using Internet Explorer 9 and OnePoint is not asking me if I want to save my accounts when I browse. Why not?

If you are using IE9, you need to make sure that the OnePoint add-on for Internet Explorer is enabled. Once you are running the software, the easiest way to enable IE9 for OnePoint is to open Internet Explorer and click on the ‘Tools’ icon in the upper right hand corner. Then select ‘Manage Add-ons’ from the drop-down menu as shown below.

You will be presented with a list of add-ons. Select the add-on named AOL OnePoint.

An ‘Enable’ button will appear in the lower right corner of the window. Click ‘Enable’ then ‘Close’.

Log into one of your online accounts using Internet Explorer, to see if this corrects the problem. If you are still experience difficulty, create a Support Request using the link at the bottom of this page.

How do I add my online accounts to my AOL OnePoint?

The Online Account Protection service of AOL OnePoint protects your online identity from phishing, pharming, and bank Trojans, among other online threats. You must add your online accounts to AOL OnePoint to protect them.

Almost any Web site that requires a password can be added to AOL OnePoint. Just follow these steps:

  • Using Internet Explorer or Firefox, browse to the Web site where you have an account
  • Browse to the login page and log in to your account
  • Your AOL OnePoint will ask your permission to add the account either when you land on the page or after you submit your user name and password, depending on whether the account is classified as Financial or Other. AOL OnePoint provides additional security for Financial accounts, including opening your accounts in the Secure View browser instead of your regular browser
  • Confirm that you are logged in correctly then click 'Yes' or 'Add Now' to securely add this account to your AOL OnePoint

How many accounts can I protect with my AOL OnePoint?

You can store an unlimited number of accounts and credit cards, including your AOL account with your AOL OnePoint.

Can I add two different accounts at the same financial institution or website to my AOL OnePoint?

Yes. Your AOL OnePoint will automatically assign a numeric suffix so that a second account added for the same Website is added as 'Bank of America 2' or 'Google 2'. You can always change the name of a saved account by right clicking on the account name in the list and selecting 'Rename' from the menu.

I am unable to sign in to my Financial Account. The sign-in process involves multiple pages and security questions.

There are many financial sites where usernames and passwords are entered on separate pages, and additional security questions or steps are required. Bank of America, ING Direct, Bank of the West and Vanguard Financial are examples of such Web sites.

These sites make use of "cookies" for security purposes. For your AOL OnePoint to work properly with these financial sites, it is necessary to store these cookies in your browser. (A "cookie" is information that a Web site puts on your computer so that it can remember something about you at a later date) Some financial sites use cookies to verify your identity. If your computer is not storing cookies for your financial institution(s) correctly, storing the log-on information in your AOL OnePoint could fail.

To check whether cookies are being stored for an online financial account:

Sign in to the site manually, using your default browser - not with the AOL OnePoint. If you are asked a security question such as your mother's maiden name or the name of your first pet, then cookies are not being stored properly on your computer for this account.

To modify your browser settings so that cookies are properly stored for our financial institution:

  • Open your browser and select Tools then Internet Options.
  • Under the Privacy tab, click on the "Sites" button.
  • In "Per Site Privacy Actions" window, look for the name of your financial institution's Web site URL in the "Managed websites" list. If it is not there, your computer is not set to save cookies for this site.
  • Add the Web address, or URL, for your financial institution into the "Address of website:" field. Click "Allow."
  • Click "OK" to close the "Internet Options" window.
  • Close your browser to ensure the changes will take effect. Cookies for this Web site will be stored regardless of your other Internet security settings.

Once you have verified that the cookie settings are correct, log into your account once manually, without using AOL OnePoint, to ensure that the site cookies will be stored on your computer. When logging in manually, pay attention to the page with the security question, as this page may prompt you to identify your computer as Private (one that you use regularly) or Public (one that you will not use regularly). Select "Private," so that the Web site knows to place the cookie on your computer.

Once you have successfully signed in to the web site, sign out of the web site. Create the account again using AOL OnePoint.

If you are still unable to sign in to your financial account after setting cookies for your financial institution, check to see whether your login information is completed automatically, or "auto-filled" from previous visits. If there is a check box on the site to save login information automatically, make sure that it is unchecked. For example, Bank of America has the "Save this Online ID" check box that must be unchecked when logging in manually so that cookies are saved correctly. If nothing else works, delete the cookies stored for your sites:

  • Open the Internet Options Control Panel.
  • Click the "General," tab - Browsing History - Delete.
  • Click on "Delete cookies..."
  • After the cookies have been delete, Click on Close.
  • Click on "Apply," then "OK" to close out the Internet Options window.
  • Close the browser window for the changes to take effect. Log into the site again, using your browser and without using the AOL OnePoint. Log out. Log into the site again, and when prompted by your AOL OnePoint to add the site, choose, "Yes."

How do I edit an online account?

To edit a Financial account, right click on the account name in the list and select edit. The Secure View browser will open and you will be prompted to log in to your account again with your new user name and password. Your AOL OnePoint will automatically update your account with new information.

For Other accounts, right click on the account name in the list and select delete. Browse to the login page of the Web site and log into your account again. Your AOL OnePoint will prompt you to save the account and it will reappear in your account list with the updated username and password.

How do I uninstall my AOL OnePoint software?

To Uninstall your AOL OnePoint software follow these steps:

  • Click on "Start," (Windows XP) or the Windows flag (Windows Vista/7) in the lower, left corner of the computer screen;
  • Click on Control Panel;
  • Click "Add or Remove Software," (XP), or "Programs and Features," (Vista/Windows 7);
  • In the Programs list, find the AOL OnePoint software, highlight it, and click to Uninstall.
  • If you plan to re-install your AOL OnePoint, select 'Yes' when you see the screen that says "Save secure password file?" If you don't plan to re-install your AOL OnePoint, click 'No'.
  • An optional "Uninstall Survey" will open.
  • Restart your computer - shutting down and restarting the computer finishes the removal process.
  • To reinstall, browse to http://onepoint.aol.com, click on the “Download Now” button, and follow the installation instructions.
  • If you are having problems removing your software, click on the chat link at the bottom of the page to chat with a support technician.

Some of my "Other Accounts" allow me to edit them directly from the AOL OnePoint dashboard while some do not provide me that option. Why are they different?

At a high level, AOL OnePoint refers to online accounts as one of two types: “financial” and “other.” “Financial” accounts include banks, brokerages, and other financial institutions. “Other” accounts include online accounts, social network sites, and online retailers.

OnePoint also has a secured database, called the Trusted Network, which contains a list of fully documented trusted website login paths, within specific domains. This database maps websites to a clear login path, preventing phishing and other fraudulent website login credential capture methods. By default, all “Financial” accounts are within the Trusted Network. In addition, some “Other” accounts are contained within the Trusted Network, providing them additional security. For example, AOL.com, Facebook.com, LinkedIn, and high-use online retailers like Wal-Mart and Amazon.com are included.

For Trusted Network-listed accounts, when you right-click an account name from the one point, the “Edit” account option is actionable. When the “Edit” option is clicked the site login page is loaded into SecureView and the new login credentials can be updated.

For accounts not in the Trusted Network the “Edit” account option is disabled and grayed out. This is by design for security reasons because OnePoint is unable to verify the login URL is current and accurate.

To securely update an "Other" account with a disabled "Edit" option:

  1. Open the AOL OnePoint dashboard
  2. Right-click the “Other Account” you want to update
  3. Select “Delete” and confirm that you want to delete the account.
  4. Click the “Add Other Account…” dashboard link
  5. Add the URL of the site you wish to update in the address bar
  6. Login to the account
  7. When prompted by AOL OnePoint, “Add” the account

I can't access an account stored in my AOL OnePoint.

Banks, and other Web sites periodically change their sign-on web pages-to offer a promotion, during mergers, or to change their log-on procedures. Usually, these changes don't affect the log-on by your AOL OnePoint, but if the change affects a link, or a field associated with the stored AOL OnePoint account, the account may not open using the AOL OnePoint. If this occurs, delete the account stored in the AOL OnePoint, by right clicking on the account and selecting 'Delete'. Once the account has been removed from the AOL OnePoint list of accounts, add it again by logging into the account and allowing AOL OnePoint to add it your list of accounts.

How do I resolve a Communication Error or check my Internet connection?

If you receive a "Communication Error" message, the likely cause is that your AOL OnePoint cannot find an internet connection, your computer has lost the internet connection, or your AOL OnePoint application may have been launched before the host computer had connected to the internet. Test by checking to see if you can successfully launch your web browser. If you are unsure of your connection, click the link on the right side of the page to download the Diagnostic Tool.

I'm getting the message, "user is already logged in" and I can't access my AOL OnePoint.

If you login to multiple Windows accounts on a shared computer, and receive this message, then AOL OnePoint cannot start because it is already active under another Windows account. To resolve this issue, log off from any other open Windows accounts, leaving the account where AOL OnePoint is running open.

Where do I find my License code?

After you have installed AOL OnePoint, you can find your license code by clicking on the help icon and selecting Subscription info.

I can't open my financial accounts or receive software updates.

If you have problems accessing a financial site, or receiving update information, your AOL OnePoint services is probably being blocked by a firewall or anti-virus application. In order to remedy this, the three AOL OnePoint executables (.exe files) need to be listed as 'safe' in whichever security application you use. Those three executables are:

  • IDVault.exe
  • IDVaultUpdate.exe
  • GIDD.exe

In all cases it is best to check with the application manufacturer, read the manual or search the on-line help to see how to add AOL OnePoint, or any other application to the list of safe software and/or sites.

If you are unable to resolve your issue, submit a support request and we will help you resolve your issue. Submit a support request by clicking on the button at the bottom of this page.

I just changed my browser and now receive an error and can't access my accounts.

Your AOL OnePoint software is integrated with your web browser. If you change your default browser, including updating it, your AOL OnePoint software may no longer function correctly. In these instances, your AOL OnePoint software needs to be removed, and reinstalled after the browser installation or update.

  • Create a backup of your AOL OnePoint by clicking on the Options tab and selecting 'Backup'.
  • Remove the existing AOL OnePoint software from your computer using the Add/Remove Programs and Features on your control panel.
  • Select 'Yes' when you see the screen that says "Save secure password file?"
  • To reinstall, go to http://onepoint.aol.com, click on the “Download Now” button, and follow the installation instructions.

Can I access my online accounts if I cancel my AOL subscription?

Once you cancel your AOL subscription, you will have 30 days to transfer the information from your AOL OnePoint. After 30 days, you will no longer be able to access your accounts and other security software from your AOL OnePoint.

How do I backup the information in my AOL OnePoint?

We recommend that you regularly backup your AOL OnePoint so that if anything happens to your computer, you can re-install AOL OnePoint on a new computer and restore all your personal information in one step. To create a backup follow these steps:

  • Click on the Options tab on your dashboard
  • Click on the Backup icon
  • Select a location to save the backup file. A removable storage device, such as a flash drive, is perfect. The backup file will be PIN protected so make sure to remember the PIN you are
       using at the time you create the backup.

To restore your AOL OnePoint follow these steps:

  • Browse to http://onepoint.aol.com, click on the “Download Now” button, and follow the installation instructions
  • Launch AOL OnePoint by double-clicking on the OnePoint icon on your desktop
  • Click on the Options tab on your dashboard
  • Click on the Restore icon
  • Enter the PIN you used to create the backup and your information will be restored into your
       AOL OnePoint on this computer

How do I change my Master PIN?

  • Click on the Options tab in AOL OnePoint
  • Click on the link that says 'Change Master PIN'
  • Enter your current AOL OnePoint PIN;
  • In the pop-up window, enter your new PIN and re-type to confirm
  • Click 'OK' to accept the change.

I forgot my Master PIN.

If you incorrectly type your PIN number four consecutive times, you will be locked out of your AOL OnePoint. If you do not have your PIN, there is no way to unlock your AOL OnePoint software and access your personal information.

No third party has a record of your PIN, or any way to unlock your Suite once it has been locked. Although you may be locked out of your AOL OnePoint, so is everyone else. Your information cannot be accessed by anyone without the correct PIN.

After a final failed attempt to enter the PIN number, you will be brought to the Master PIN Entry page where you can create a new PIN. Your AOL OnePoint will remain intact, however, you cannot access any of the accounts which were attached to your old log-on/PIN. You will need to start over and go through the process of adding all of your online accounts again.

Why should I use AOL OnePoint when I already have other software that stores my passwords?

AOL OnePoint provides the safest and easiest way for you to access your online accounts. AOL recommends using AOL OnePoint because it provides protection from phishing websites and malicious software that attacks your browser - security that you don’t get from Internet Explorer, Firefox or Antivirus protection.

Plus, AOL OnePoint is your one-stop shop for unlocking all the value of your AOL Advantage Plan benefits, which are worth up to $1,560 a year!*

My computer already has software which stores my UID, PWD – what’s different about AOL OnePoint?

Some software will remember your user names and passwords, but only the AOL OnePoint offers the following important safety features:

  1. Secure Browser: The AOL OnePoint opens a opens a secure connection (known as “Secure View” to financial websites and submits credentials automatically to protect you from a variety of network, key logging, screen scraping and Trojan-based attacks. SecureView also blocks malicious browser plug-ins that may compromise system security.
  2. Anti-Phishing: The AOL OnePoint maintains a listing of thousands of Financial Institutions’ IP Addresses. When connecting you to these web sites, the AOL OnePoint verifies that you are connecting directly to the IP address. This prevents you from connecting to a hijacked web site.
  3. Easy Access to AOL Advantage Plan Benefits: AOL OnePoint is your one-stop-shop for unlocking all the value of your AOL Advantage Plan benefits, which are up to $1,560 a year!*

What is AOL OnePoint?

AOL OnePoint is a desktop application that protects your online account passwords, provides one-click secure login to online accounts and creates a single access point for other AOL Advantage Plan products and services like LifeLock Identity Theft Protection, Norton Online Backup, and McAfee Security Suite, among many others.

Online Account Protection provides secure storage and convenient single-click access to your online accounts plus protection from phishing, pharming, spyware, keystroke loggers and other online fraud schemes designed to steal your personal information. Secure credit card storage and auto-fill feature protects your sensitive information when you shop online.

Single-click access to other AOL Advantage Plan products and services like LifeLock Identity Theft Protection, Norton Online Backup, and McAfee Security Suite is provided on the right hand side of the dashboard. Get more information, download and enroll directly from AOL OnePoint.

How does my AOL OnePoint protect my personal information?

Your AOL OnePoint uses two-factor authentication to protect your information with a PIN that you choose. Without your PIN, no one can access your account information because your PIN is required to get the key that unlocks your encrypted account information. Further, your information is only accessible from your PC - it is not stored remotely on external servers. Since your AOL OnePoint automatically signs you in to your online accounts without you having to type anything, your information is always safe from keystroke-logging malware designed to capture your sign-in credentials.

How does my AOL OnePoint protect me from spyware?

Your AOL OnePoint automatically signs you in to your online accounts, keeping you from typing in - and, therefore, potentially revealing - your usernames and passwords. What's more, your AOL OnePoint's Secure View blocks malicious plug-ins and other browser-based threats that you may have unknowingly downloaded to your PC.

How does my AOL OnePoint protect me from phishing?

"Phishing" is used by identity thieves to capture your personal information - account numbers, usernames, passwords, etc. - by getting you to click on a link in an official-looking email that actually takes you to a malicious imposter Web site. You can feel secure knowing that the Online Account Protection services in your AOL OnePoint will put up a warning if you try and enter your financial account password into an unrecognized site. Your AOL OnePoint is constantly monitoring, verifying and validating the IP addresses and sign-in procedures for more than 8,000 financial sites. That means you'll always be signing into a legitimate Web site, not a fake one.

I'm having trouble downloading and installing my software. Who should I contact?

For help installing the AOL OnePoint software, click on the chat link on the bottom of the page to chat with a technician.

What are the system requirements for AOL OnePoint?

  • Windows XP (SP 2 or later), Vista or Windows 7
  • Internet Explorer version 7 or higher, or Firefox 3.6 or higher
  • 600 MHz processor (minimum)
  • 512 MB RAM (minimum)
  • 40 MB free disk space (minimum)

Some of my "Other Accounts" allow me to edit them directly from the AOL OnePoint dashboard while some do not provide me that option. Why are they different?

At a high level, AOL OnePoint refers to online accounts as one of two types: “financial” and “other.” “Financial” accounts include banks, brokerages, and other financial institutions. “Other” accounts include online accounts, social network sites, and online retailers.

OnePoint also has a secured database, called the Trusted Network, which contains a list of fully documented trusted website login paths, within specific domains. This database maps websites to a clear login path, preventing phishing and other fraudulent website login credential capture methods. By default, all “Financial” accounts are within the Trusted Network. In addition, some “Other” accounts are contained within the Trusted Network, providing them additional security. For example, AOL.com, Facebook.com, LinkedIn, and high-use online retailers like Wal-Mart and Amazon.com are included.

For Trusted Network-listed accounts, when you right-click an account name from the one point, the “Edit” account option is actionable. When the “Edit” option is clicked the site login page is loaded into SecureView and the new login credentials can be updated.

For accounts not in the Trusted Network the “Edit” account option is disabled and grayed out. This is by design for security reasons because OnePoint is unable to verify the login URL is current and accurate.

To securely update an "Other" account with a disabled "Edit" option:

  1. Open the AOL OnePoint dashboard
  2. Right-click the “Other Account” you want to update
  3. Select “Delete” and confirm that you want to delete the account.
  4. Click the “Add Other Account…” dashboard link
  5. Add the URL of the site you wish to update in the address bar
  6. Login to the account
  7. When prompted by AOL OnePoint, “Add” the account

How will I know if I'm using the latest AOL OnePoint software?

From your AOL OnePoint, click the help icon, then select "Check for Updates" from the menu. The software will check to see if you are up-to-date. If a more recent version of the AOL OnePoint software is available, it will be installed automatically.

Can I back up the information in my AOL OnePoint?

We recommend that you regularly backup your AOL OnePoint so that if anything happens to your computer, you can re-install AOL OnePoint on a new computer and restore all your personal information in one step.

To create a backup follow these steps:

  • Click on the Options tab on your dashboard
  • Click on the Backup icon
  • Select a location to save the backup file. A removable storage device, such as a flash drive, is perfect. The backup file will be PIN protected so make sure to remember the PIN you are using at the time you create the backup.

To restore your AOL OnePoint follow these steps:

  • Download and install AOL OnePoint on a new or re-imaged computer
  • You can access the download link at any time from the Comcast Security home page
  • Click on the Options tab on your dashboard
  • Click on the Restore icon and locate the saved file on your flash drive or computer
  • Enter your PIN and your information will be restored into your AOL OnePoint on this   computer

What if I get a new computer?

If you get a new computer or have to re-image your existing computer, you'll need to re-install AOL OnePoint. If you have access to your old computer or have AOL OnePoint installed on another machine, we recommend that you create a back-up of your AOL OnePoint to a removable storage device as described in the FAQ 'Can I back up the information in my AOL OnePoint?'

You can download and install AOL OnePoint on up to five devices per AOL account. To download additional copies of the software, browse to http://onepoint.aol.com and click on the “Download Now” button.

The software is compatible with PC Windows Operating systems (not Mac compatible).

Once the software is installed, plug in the removable storage device that you backed up to. In your AOL OnePoint, click on the Options tab on the left side of your dashboard, then click on the Restore icon and select the backup file. Enter the Master PIN that you set on your old computer and your accounts will automatically be added to your online accounts list.

What if I forget my PIN?

If you incorrectly type your PIN number four consecutive times, you will be locked out of your AOL OnePoint. If you do not have your PIN, there is no way to unlock the AOL OnePoint software and access your personal information.

AOL does not have a record of your PIN, or any way to unlock your subscription once it has been locked. Although you are locked out of your AOL OnePoint, so is everyone else. Your information cannot be accessed without the PIN.

After a final failed attempt to enter the PIN number, you will be brought to the Master PIN Entry page where you can create a new PIN. Your AOL OnePoint will remain intact, however, you cannot access any of the accounts which were attached to your old PIN. You will need to re-add any accounts which were tied to the previous PIN.

Can I run AOL OnePoint on more than one computer?

Yes. You can install OnePoint on up to 5 devices.

Where do I go to download the AOL OnePoint?

Go to http://onepoint.aol.com and click on the “Download Now” button.



If you need help with one of the following AOL Advantage Plan benefits, please click the relevant button listed below.

Email support
Billing Issues

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