If you're having trouble, follow the troubleshooting steps below.


Where's the email for me to reset my password?

Step 1.

Ensure you're requesting a password reset on the correct portal site.

How do I know which portal site to use?

Oceania / Asia

This site is for the Oceania and Asia regions, including:

  • New Zealand
  • Australia
  • Papua New Guinea
  • Pacific Islands (Samoa, Tonga, Vanuatu, Solomon Islands, etc.)

Rest of World

This site is for all remaining regions (Europe, North America, South America, Africa, Antartica), including:

  • The United Kingdom
  • South Africa
  • Canada

Why have I still not received a password reset email?

Step 2.

Ensure you enter your email address correctly.

If you can't locate the reset password email, try submitting another password reset request, ensuring you carefully enter the correct email address associated with your portal login.

Step 3.

Check your junk folder for the password reset email.

Step 4.

Ask your Portal Administrator to confirm your email address.

They can check which email address is associated with your portal login via the Manage Users tab. You can only reset your password with this email. You can also contact us for assistance.

'Your requested password key has been expired. Please try again.'

Step 5.

The reset link will have expired if it was requested more than 60 minutes ago, or another password reset has since been requested.

To rectify, simply submit a new password reset request and be sure to click the 'Click here to reset your password' link from the most recently received email.

I am still having trouble logging in...

No worries, simply reach out to us via our Contact Us page and we will happily assist.