Trouble Logging In?

If you are having difficulty logging into your account, please try the following steps in order.

  1. Check the email address you are using

    • Please make sure the email address you are entering is the same email address registered on your account in our system.
    • If you use a different email address, the login may not work even if the password is correct.
    • If you contact us for assistance, please tell us the exact email address you are trying to log in with so we can check it against the email registered on your account.

  2. Reset your password

    • Use the Forgot Password option on the website.
    • Follow the instructions in the email sent to you and use the newly generated password.

  3. Contact us if the reset password does not work

    • Please call or email us and provide the email address you are trying to use.
    • We can check that it matches the email registered in our system and, if required, reset your account and provide a new temporary password.

  4. Log out and log back in

    • If you are already logged in or partly logged in, log out completely.
    • Close your browser, reopen it and try again using the latest password issued.

  5. Try another browser
    If possible, try logging in using a different browser, such as:

    • Google Chrome
    • Safari
    • Microsoft Edge
    • Mozilla Firefox
    • Bing

  6. Try another device
    You can also try logging in from another device, such as a mobile phone, tablet, laptop or desktop computer.

  7. Review cookies and cache
    Sometimes saved browser data can interfere with login.

    If you are comfortable managing your browser settings, you may wish to review or clear the cookies and cache relating to our website, then try logging in again. The issue may relate to the settings or saved data on the device being used.

    If you are unsure how to do this, we recommend asking someone familiar with your device for assistance rather than changing settings yourself.

  8. Still unable to log in?

    If:

  • the email address has been confirmed as correct,
  • the latest password is correct,
  • the account has been reset if required,
  • and you have tried logging in using a different browser and/or device,

but you are still unable to log in, please contact us again.

 

At this stage, there may be an issue with the website or the way your account is communicating with our system, and we will need to investigate further.