If you're having trouble resetting your password, please follow the troubleshooting steps below, starting with ensuring you are submitting the password reset request 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
- Papua New Guinea
- Pacific Islands (Samoa, Tonga, Vanuatu, Solomon Islands, etc.)
Why am I not receiving the password reset email?
The first troubleshooting steps would be to confirm that you are on the correct portal site (see question above), and that the password reset email is not in your junk folder.
If you still cannot locate the email, please try submitting another password reset request, ensuring that the email address you type is spelled correctly and is also the email address associated with your portal login.
Get in touch with your Portal Administrator to confirm which email address you should use, or contact us for assistance.
Why does my password reset link return an error?
Password reset links will return the following error message if they are no longer valid:
'Your requested password key has been expired. Please try again.'
This error message will show if the password reset was requested more than 60 minutes ago, or if another password reset has since been requested.
To rectify, simply submit a new password reset request and follow the email prompts.
Please note that if you have sent yourself multiple password reset requests, you'll need to click the 'Click here to reset your password' link from the most recently received email.