If you receive a 'Details not recognised' message, please double-check your login details. If the issue persists, please follow the steps below to resolve it.
Recover your username
To receive your username via email, complete the following:
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Select Log In.
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Select Username
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Enter your date of birth and the email address registered to your account followed by Get username.
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If you have not received your email, please check your junk or spam folder.
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If the notification is not received, or you are unable to access your registered email address, Contact Us so that we can assist you further.
Resetting your password
To reset your password:
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Select Log In.
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Select Password.
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Enter your username, this could be your email address, and select Next.
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Enter your details in the Send me a reset code form. You can choose to receive your code via SMS or email.
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Select Get a reset code.
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Enter the reset code and select Next to create your new password.
Be mindful that, your password cannot contain your username, name, email address or year of birth.
Your password is also case sensitive and in order to keep your account secure it will become locked after three consecutive failed login attempts. You can unlock your account by following the instructions in Resetting your password below.
Important Tip
Your password must be a minimum of 8 characters long, use letters, numbers and accepted symbols only, with no spaces.
Clearing your cache
You can also clear your cache and cookies to potentially help with the issue.
For instructions on how to do this, please click here.
Recovery email or SMS is not received
If you have not received your email, please check your junk or spam folder.
Good to know
It can take up to 20 minutes to receive the username recovery email.
Select Resend for another recovery email or SMS to be sent.
If the notification is not received, or you are unable to access your registered email address, Contact Us so that we can assist you further.
LL01 Error message
If you receive error LL01 when attempting to use the Having trouble logging in? form, you will need to Contact Us to resolve this.
What is Strong Authentication?
Strong Authentication is an additional security measure that requires you to enter a unique six-digit authentication code sent to you via SMS. When enabled, Strong Authentication will prompt you to enter a code every time you log in.
You can enable and disable Strong Authentication in your account settings. To enable, select 
If network issues prevent Strong Authentication codes being sent via SMS, they will sent via email to your registered email address.
