My Member Online username and password don't work anymore.
If you're an existing member with a Member Online account, you'll need to change your password and answer some security questions to access the Member Portal. This is part of the Portal's increased security measures.
If you've tried to log into the Portal and the system doesn't recognise you, please make sure you've registered your account and verified your email address with the email sent to you when you registered. If you need help, click here.
I haven't received my verification email.
If you've checked your spam and junk folders and you haven't received any other email, please let us know and we'll reissue the email. If you need help to find your spam or junk folders click here.
We're aware that gmail is taking over 24 hours for the email to be accepted and is being sent to spam and junk folders due to their security protocols. Once you've found the email and clicked on the link, the email address will become a known or trusted address for future correspondence. If you add email@example.com to your gmail contact list before you register, it should stop the spam filter.
My accounts aren't linked anymore.
If you have more than one account with us, you only need to register the one account. Once this is done we'll link your other accounts within 72 hours. We'll email you to confirm this has been completed.
To find your linked accounts on a mobile device, go to the Menu and select 'Linked memberships'. This will show any other linked accounts.
If you still can't see your other accounts please let us know at firstname.lastname@example.org and we'll get straight on it.
How can I tell if my accounts are linked?
When your accounts have been linked, you'll find them here:
Use the drop down to see your other accounts.
Why can't I view my account or reset my password?
If you're using Google Chrome, there's a pop-up blocker that's preventing access. If you look for the symbol in the top right hand corner, you'll see a box with a red cross, as highlighted in the display below:
Click on this and select to allow pop-ups from this site. You'll be able to view from then on.
I don't know the answers to the security questions.
The answers to the security questions will be used to confirm certain actions in your online account, such as changing your password.
The system does not verify the answers you provide when you first set them up during registration, so feel free to use any answers you wish. We know how important it is to keep your account safe and we'll continue to look for ways to keep it secure. We know this may create an additional burden for you, but data security is important. We'll support you through the process if you need help.