Every so often, a contact will struggle to login to their online account – here are some quick fixes:
Common Login Issues:
Question: I have created a password but have not received the email that contains the link
to activate my password.
Answer: Please check your spam folder – sometimes, our initial emails will get caught here.
Question: I have created a password and tried to use it, but I still cannot login.
Answer: Ensure you have checked to see if you have received the email to activate your
password and that you have clicked the activation link within the email before attempting to login.
Question: The username and password fields have been pre-populated by your browser but
when you try and login, the system displays 'Invalid username / password. Please retry.'
Answer: To resolve this issue, please delete the pre-populated information and re-type your
username (this will be your email address) and password.
Question: I have checked I am using the correct username and password and have clicked the password activation link, but I still cannot login.
Answer: Please contact the organisation you are associated with. There is a chance you may have ‘Inactive Contact’ status, in which case, you will not be able to login using your details.
If none of the above fixes have helped you resolve your login issue, please contact us via one of the methods below and we will be pleased to help!