General Troubleshooting

CIRI shareholders who are at least 18 years old and who are not subject to guardianship or conservatorship orders are eligible to register for Qenek. You need to know your primary email address and your shareholder identification number to register. Click here to begin the registration process.
  • If you participate in the eNewsletter program, your "primary" email address is the email address to which your eNewsletters are sent.
  • ­If you don't receive eNewsletters but have communicated with Shareholder Relations by email or have otherwise provided your email address to Shareholder Relations, your email address would have been added to your stock records, and that is the email address you should use.
  • ­If you do not have an email address on file and would like to add one to your stock records, or if you have an email address on file but have forgotten it, please contact Shareholder Relations.
  • ­Your user name is the "primary" email address on your stock records (if you participate in the eNewsletter program, it is the email address to which your eNewsletters are sent).
  • ­You must have an email address on file with Shareholder Relations to set up a Qenek account, and that email address must be unique; it cannot be used by any other shareholder but you.
  • ­If you do not have an email address on file and would like to add one to your stock records, or if you already have a Qenek account but have forgotten your user name, please contact Shareholder Relations.
Your shareholder identification (ID) number can be found on your shareholder identification card. If you need a replacement card, please contact Shareholder Relations.
There are several possible reasons. For example, if you and another shareholder share an email address (e.g., if you and your spouse use the same email address) and that person has already created a Qenek account, you will not be able to complete the registration process until you update your email address with Shareholder Relations. The red text that appears on the registration screen when you press the Validate button should alert you to the exact issue(s). If you continue to experience problems, please contact Shareholder Relations.
It is possible that your password did not comply with the specified requirements, or that the password you typed in the Confirm Password field did not match the password you initially input. Another possibility is that you may have forgotten to check the box affirming that you read and understand the Qenek Terms of Use and agree to abide by them. The red text that appears on the registration screen when you press the Complete Registration button should alert you to the exact issue(s). If you continue to experience problems, please contact Shareholder Relations.
It may take some time for confirmation emails to appear. It is also possible that the email may have been routed to your junk mail or spam mail folder. If you have not received your confirmation email at the end of 24 hours and it is not in your junk or spam mail folder, please contact Shareholder Relations.

To prevent future delays, once you have received your confirmation email, please add the sending email address to your approved or safe senders list and to your contacts. If you are not sure how to do this, please contact your email provider or search for online instructions.
Please click here to reset it. An email will be sent to the email address you use to sign into Qenek. Open that email and follow the instructions to complete the password reset process.
To protect the confidentiality of your information Qenek forces re-login after 15 minutes of inactivity.
When you updated your mailing address, an email was sent to advise Shareholder Relations of the change and allow them an opportunity to resend the returned mail to your new address. The alert will be removed when the returned mail has been resent.
The company receives a discount on postage by ensuring shareholder mailing addresses comply with United States Postal Service (USPS) standards. Qenek was designed so that when a shareholder enters a mailing address, the USPS standardized address also displays. The shareholder is then given an option to submit the USPS version, to make changes and revalidate or to submit the original version. If you do not select the Submit USPS Version button, an email is sent to advise Shareholder Relations of the discrepancy. Once Shareholder Relations has verified the standardized address with the USPS, that address will be entered into your stock records and will display in Qenek.
The signature of the duly-authorized fiduciary (i.e., custodian, conservator or guardian) is required in connection with any changes made to a ward’s stock records.
Please immediately click here to reset your password and access your Qenek account to correct any unauthorized changes. If you remain concerned, you may also contact Shareholder Relations to request that your account be locked.
Your account has likely been updated to read-only access. This can occur for several reasons. For example, if all of the email addresses are deleted from your stock records by Shareholder Relations staff because of undeliverable emails, or if your stock records are placed on bad address hold because of returned mail. If you have questions or feel this has been done in error, please contact Shareholder Relations.
For our shareholders' protection, after a certain number of failed initial registration attempts, the account is locked and an advisory email is sent to the primary email address. For assistance, please contact Shareholder Relations.
For our shareholders' protection, Qenek accounts are temporarily locked after too many failed log-in attempts and an advisory email is sent to the primary email address. There are several other possibilities as well. For assistance, please contact Shareholder Relations.
First, log out (if you are able to) and close the browser window. Next, open a new browser window and try to log into Qenek again. If the problem persists, take a screen shot of the error message and email it to Shareholder Relations, along with your full name (as it appears on your stock records), a description of what you were doing at the time and a good contact number.

How to Contact Shareholder Relations

Shareholder Relations staff are available Monday through Friday from 8:00 a.m. to 5:00 p.m. Alaska time and may be reached at:
Phone:
(907) 263-5191
Toll-Free Phone:
(800) 764-2474
Email:
If you send an email, be sure to include your full name, as it appears on your stock records, along with a good contact number so that staff may follow-up with you by phone. Chin’an!

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