My username and password doesn't work anymore.
As part of the new system, we have increased security, which will require you to change your password and provide answers to security questions. If you have tried to log into your new portal and the system doesn't recognise you, please make sure you have registered your account and verified your email address with the email that is sent when you register. How to register your account.
I haven't received my verification email.
If you have checked your spam and junk folders and you haven't received any other email, please let us know and we will re issue the email. If you need help to find your spam or junk folders click here.
We are aware of gmail 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 have found it and click 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 will link your other accounts together. This will be done within 72 hours and we will email you to confirm this has been completed.
On a mobile device, to find your linked accounts, go to the Menu and select 'Linked memberships'. This will show any other linked accounts.
If you have not seen your other accounts please let us know at firstname.lastname@example.org and we will get straight on it.
How can I tell if my accounts are linked ?
When they have been linked you can find the linked account here
Use the drop down to see you other accounts.
Why can't I view my account or reset my password?
If you are using Google Chrome, there is a pop up blocker that is preventing access. If you look for the symbol in the top right hand corner, you will 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 will 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 therefore will continue to look for ways to keep it secure. We know this may cause additional burden for you but data security is important. We will support you through the process if you need help.