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Help Centre what do you need help with?

I can’t sign in to my account. What should I do?

If you’re having trouble signing in, try these common fixes

  • make sure you’re using the most recent version of a supported browser like Internet Explorer, Safari, Chrome or Firefox
  • don’t use a favourite link or bookmark
  • delete any saved favourite links or bookmarks
  • close your browser and then
    • reopen the browser and clear your browser cache
    • close the browser again
    • reopen the browser and try to log in to your account

If you still can’t sign in to your account, let us know through our Web form

  • under Enquiry, choose Technical difficulties in the drop-down menu
  • include this information in the text box
    • if you log out of your account after each session
    • if you share an office/home with other account users
    • how you’re connected to the network (through a broadband router, VPN, etc.)
  • upload screenshots from your account that show us
    • the page(s) where you’re having problems
    • the error message(s) you get

If you need to upload many images, find out how to combine them into 1 document.

We’ll try to respond to you within 2 to 5 business days. Please don’t send your question more than once. It could delay our answer.

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