Frequently Asked Questions/Help for Logon screens
- Why do I have to go through all these steps to get access to my payment information? It was so much easier on the old site.
- Why do I need an email address?
- What if I don't have an email address?
- How do I decide what to use as a Logon ID and Password?
- Why do I need a "Secret Question" and Answer?
- What is a KIDS Key and why do I need it?
- My spouse and I have separate child support accounts. I was able to set up a Logon ID account, but when my spouse tries, it just brings up my information. Why won't it work for both of us?
- I have tried "Account Recovery" but I still can't get it to work. What should I do?
- When I click the "Logon" button, I get a box that asks for "User Name" and "Password." What is "User Name"?
On the old site, anyone who knew your KIDS PIN or knew your birth date and Social Security number could access your information. With the new website, as long as you protect your Logon ID and password, only you will be able to view your account information. The new website contains more information than was available on the old site, so we needed to make it more secure in order to protect you and your private information.
If you forget your Logon ID and/or password, we will send you an email to help you recover your Logon ID account.
You can create a Logon ID account without an email address. However, if you don't provide an email address when you create the account, you will not be able to use the Account Recovery function to reactivate your account if you forget your Logon ID and/or password. Instead you will have to create a new Logon account and go through steps 2 and 3 to get access to your KIDS account again. There are some Internet sites that provide free email services. To find these providers, search the Internet for "free email."
Our experience so far is that some people are having trouble remembering the Logon ID and/or password they create, so our advice is that you make the Logon ID something simple and easy to remember. The Logon ID and password are case sensitive. This means that you must be careful about whether you capitalize the letters or not. You must always enter the Logon ID and password exactly as you did when you created them, or the system will not let you in. You might want to write your Logon ID and password on a piece of paper. If you do, keep it where other people can't see it (perhaps in your wallet), and don't write what the Logon ID and password are for (that is, don't write "Child Support" with the Logon ID and password.)
The secret question and answer is not a password hint. The secret question and answer will allow you to positively identify yourself in case you forget your Logon ID or password. Please read the "Secret Question and Answer Tips" link; it will help you to create a secure but easy-to-use secret question and answer.
The KIDS Key is a random series of letters and numbers that is used to connect the Logon ID and password you create in Step 1 to your account in KIDS. The KIDS Key will be mailed to you at the address we have on file for you in KIDS. When you receive the KIDS Key in the mail, return to the Logon page and click on Step 3, "Activate Account Access." After you have successfully completed Step 3, you will not need the KIDS Key again. Please note: The KIDS Key you receive in the mail will only work with the Logon ID and password you used when you requested the KIDS Key.
It will work for both of you, but if you are using the same computer, you need to close all browser windows (Internet Explorer or Netscape, for example) and open a new one before your spouse tries to set up an account. The Internet browser on your computer "remembers" your security information, even after you leave the website. To close the browsers, use the "X" in the upper right corner of the browser window. When you are done using the payments website, be sure to use the "Log Off" button to leave; this will close the browser window and ensure that the next person to use the computer can't access your child support account by using the "back" button.
Click the link to send an email to sdgen@dwd.wisconsin.gov, which will automatically insert "Child Support Payments" in the subject line. Describe in detail the problem you are having, including the text of any error message you received. It is also helpful if you can include a phone number where you can be reached during the day, in case the technician needs additional information.
“User Name" is another term for the DWD/Wisconsin “Logon ID" that you
created. The gray box that pops up when you click “Logon" is a built-in
feature of the Microsoft software, and at least for now, we cannot change
that term “User Name" to “Logon ID." We are actively looking for a solution
for this confusing situation.