What to do if you've forgotten your password or locked your logon

Passwords are case sensitive so it is important to remember what case you used when you first chose your password. 

If you have forgotten your password

If you have forgotten your password, you can reset it online.  Due to security reasons we cannot give passwords out over the phone.  We will email the new password to the email address set up for your User ID.  It will not be displayed on the screen.

1. Select the Logon button to display the Logon screen.
2. Select the Forgot My Password button to display the 'Forgot My Password' screen.
3. Enter your User ID.  You must enter a valid User ID.
4. Select Continue and we will email your new password directly to the email address already recorded against your User ID.
5. Once you have received your new password and have logged on, you can change your password to one of your own choice.

Notes

If you have reset your password you might like to change it to something you will find easier to remember.  The next time you log on please go to My Tools - User Administration - User Details - Modify User and change your password.

Passwords must contain seven alphanumeric characters, including at least one alphabetic and one numeric character, with no spaces or punctuation.  To change your password logon then choose My Tools - User Administration - User Details - Modify User from the left hand menu.

FAQ | I used the 'forgot my password' service but did not get the email 

If the email address recorded against your Registered User details is out of date you will not be able to use the 'Forgot my Password' service.  Instead call our freephone number 0508 633 222 during business hours 8:30am - 5:00pm Monday to Friday (except public holidays). 

For security reasons we cannot change your email address over the phone, but we can advise you of what steps can be taken to correct the error. 

Please have your User ID ready when you call.

Note | For large organisations who have an Administrator - please contact your Administrator.  This is a person within your organisation who has additional privileges including changing user passwords. 

• Read more about Administrator options

To unlock your User ID

If you have entered an incorrect password three times your User ID will be locked.  Even if you attempt to enter the correct password or use the Forgot My Password option after this point access will be denied until your User ID is unlocked.

To unlock your User ID call our Freephone number 0508 633 222 during business hours 8:30am - 5:00pm Monday to Friday (except public holidays).  Please have your User ID ready when you call.  Our staff will unlock your User ID:

• If you know what your correct password is, you will be able to log on immediately.
• If you are unsure what your correct password is you will need to use the Forgot My Password option to reset your password.

Note | For large organisations who have an Administrator - please contact your Administrator.  This is a person within your organisation who has additional privileges including unlocking User IDs and changing user’s passwords. 

• Read more about Administrator options