If you forget your Password or Memorable Information and are locked out of your account, you should click the ‘Forgot Password?’ button on the welcome page. You will then be taken through the on-screen process for resetting your details. We recommend that you enter a different Password and Memorable Information to those that you chose originally. After clicking the ‘Reset Password’ button, you will receive an email containing an Activation Key, which will enable you to unlock your account. Your User ID (‘Username’) will not change. Please note, you must reactivate your account within 21 days of receiving your Activation Key.

The following points might help you log in:

• Check if you have inputted correctly your User ID number, which you’ll find in the letter that was sent to you when you first registered for the online service
• When creating your Password and Memorable Information, please remember that the system is case sensitive
• If you used spaces in your Memorable Information, these will be counted as characters
• The Activation Key will only be required when you first log on and you will only be asked to enter it after you have successfully entered your User ID, Password and Memorable Information
• The Activation Key is not your Password
• If you find your Password or Memorable Information hard to remember, you can change them at any time. To do this, log in to your online account and click on your name where it appears at the top of the left-hand menu. From here, you can change your login details by selecting ‘Security Details’ and choosing the appropriate option.