If you are trying to log in to the site and your credentials aren’t being recognised, there could be a few reasons why this could be the case. Try some of the suggestions below to see if they can solve your issue but if you are still having trouble, get in touch using the "new support ticket" option above this article.
- Wrong password - Most password errors come from small typos when entering your password. Passwords are case sensitive, so please make sure that the capitalisation in your password is correct and that the caps-lock key is off.
- Your browser’s cache needs to be cleared - Your browser saves the sites you view in a 'cache'. This enables the website to load faster in your browser the next time you view it. Sometimes your browser’s cache may save an incorrect login. To refresh your browser cache press Ctrl+F5 on a PC, Command-R on a Mac or find the option in your browser settings. If you don’t want to clear your cache, test if there’s an issue by logging in through an incognito or private browser window.
- Wrong user name - Your user name is usually your email address, but this isn’t always the case. If you can’t remember your user name, please get in touch and we’ll send it through for you. You can create a ticket to request help with your user name using the "new support ticket" option above this article.
- Forgotten password – You can reset your password using the 'Forgot Password' link on the main login page by entering your email address and we’ll send you a link to reset it. The link will be valid for 30 minutes. Don’t forget to check your spam folder if it doesn’t come straight through to you. If you don’t use an email address or you don’t receive the reset email after 15 minutes, please get in touch and we’ll help you reset your password. You can create a ticket to request help with your password using the "new support ticket" option above this article.
If you are still having problems logging in and the above suggestions don’t help, please get in touch and we’ll get right back to you.