It says my account is closed, what should I do?
If you are getting a message that the account is closed, and you are sure you are getting the username correct, please contact our Customer Support Team for more details.
I have forgotten my username, what should I do?
Click 'Forgot Login Details?' from the Home page and then enter your registered email address in the 'Forgotten Username?' section and we will send you a reminder of your username to this email account. The password is not saved on our systems so we cannot send your password to you.
I have forgotten my password, what should I do?
To reset your password, you can select ‘Forgot Login Details?’ from the Home page and then the 'Forgotten Password?' option and enter your security details. If you are unsure of your security answer, you can contact Customer Support from your registered email address to request this.
Alternatively, you can contact via our Free Phone number or on Live Chat and answer the alternative security questions where an advisor will let you know what the correct answer is so that you continue with the reset.
I'm on a Cool Off and I'm not sure when it will end?
A Cool Off can't be overridden, so once it is set you will need to wait for the end date. If you try to log in before it's over, the login page will tell you the time and date that it ends.
I know my username and password are correct, but I still get an error, what should I do?
We recommend checking that your device's auto-correct feature does not change any of the details or add any spaces after the information you have entered. If a space is entered after the username or password, they would not be accepted. If this doesn't work at all, we recommend following the steps above to change the password just in case of a case-sensitivity or space that you're not aware of.