Account Troubleshooting


Problem: The Username and Password sent by Texas Home Base are not working. 
Answer: Please make sure that if you are highlighting your information to copy and paste, that there is not an extra space also highlighted. See pictures below for an example. If you are manually inputting your Username and Password remember that they are case sensitive. 


test password incorrect


test password

If you are still experiencing problems using the Username and Password sent by Texas Home Base, please email Dru at [email protected] 

Problem: The Change Password, Forwarding Address, Update Address and download functions do not work. 
Answer: There are two reasons this may be happening: 

1. You are using Internet Explorer 11 or under. Certain key functions on the THB Account webpage do not work on Internet Explorer 11 or under. The JavaScript that Internet Explorer 11 or under runs is not compatible with the JavaScript used to upgrade our website. We are looking into also supporting Internet Explorer 11 and may update this in the future. Until that time, please use one of the following browsers: Microsoft Edge, Google Chrome, Safari, Firefox or Opera. 

2. The JavaScript on your browser is not enabled. You will find your JavaScript settings in the settings options on your browser.

Problem: Do I have to download each individual document? 
Answer: Yes, at this time you must download each individual document to your PC to view them. 

Problem: What do the numbers at the beginning and end of the document’s name mean?
Answer: The first number on the document name is the month’s number, ex. Jan = 01, Feb = 02, March = 03, April = 04, etc. The numbers at the end of the document is not the day of the month the piece is received, but rather the number we have given the document.  

Problem: I did not receive any documents this week? What has happened to my mail? 
Answer: It is common for our clients to have several weeks throughout the year that they do not receive any mail. Please check your account next Friday to check for new mail. 

Problem: When I select either Hold, Shred or Forward on each document and select Submit Options, nothing happens to my documents. Did Texas Home Base receive my requests? 
Answer: As long as the MAIL SORTING OPTIONS SUBMITTED note appeared at the bottom of your screen Texas Home Base will receive your requests. Your documents will be moved to the correct folder at the end of each business day. Ex: If you select 05may-01, 05may-02 & 05may-03 to be shredded, we will move these documents to your Shred folder at the end of that day. The Forward and Shred folders will be emptied at the end of each month and the Hold folder will be emptied when we are told to forward your held documents. 

Problem: Why did I receive a blank “THB Mail Sorting Summary” email? 
Answer: Each time you select the “Submit Options” button your account will automatically send you a THB Mail Sorting Summary email. If you do not also select at least one Hold, Shred or Forward option then the email sent will be blank.

Problem: Each time I try to log in to the THB Account webpage I get this message – 

“Opppss looks like you entered an incorrect password too many times and your IP has been blocked. In order to remove your IP block contact Texas Home Base.”

Answer: Please contact Dru at [email protected] or (866) 766-2095 to have this message removed. 

Problem: I am not receiving any update emails from my account including the THB Mail Sorting Summary and Forgotten Password (when needed). 
Answer: First, please check your Spam folder within your email. Second, please double check that the email listed on your account in the “Forwarding Address” window is correct. If it is incorrect or you need to update this email, please contact Dru at [email protected] 


*Please contact Dru at [email protected] with any other troubleshooting issues you may be having with the THB Account webpage.