Frequently Asked Questions

Signing in

Forgotten Password.

As a first step, here are some things you might check:

  1. Double-check the username you're entering is correct.
  2. Make sure Caps Lock isn't enabled on your keyboard.
  3. Close and reopen your web browser before attempting to sign in again.

If this doesn't resolve the problem, you can reset your password by clicking the "Forgot your password? Click here" link on the sign in page.

Incorrect username and password errors.

In order to successfully sign in, you must provide the exact username and password you created when you registered.

As a first step, here are some things you might check:

  1. Double-check the username you're entering is correct.
  2. Make sure Caps Lock isn't enabled on your keyboard.
  3. Close and reopen your web browser before attempting to sign in again.

If this doesn't resolve the problem, you can reset your password by clicking the "Forgot your password? Click here" link on the sign in page. This will require that your provide the username and email address you used to create your account.

If you have forgotten your username, password, and/or email address you must contact support for additional assistance.

Change my password.

You can make changes to your account by signing in and clicking "Settings".

Registration

How do I register?

In order to request an invitation, you must first enter your certificate number. Once your certificate number has been validated, an invitation will be sent to the email address supplied by your employer. Please click on the link provided in that message in order to begin the registration process. If you experience difficulty and require assistance, please contact us.

I am receiving an error message during registration when I enter my surname, date of birth, and certificate number.

The registration process will not complete successfully if the requested information is entered incorrectly. This is a security measure to confirm your identity and protect your information. Please double-check the information and make certain you are entering it correctly. If you continue to experience difficulty with registration, please contact customer support, and we will be happy to assist.

I have previously registered but am unable to log in via the link provided in my original email invitation.

The link provided in the original email invitation is only useful for the initial registration process. If you have already registered, please delete the invitation email message and log in to the site with the username and password you created during registration.

Please note that the email invitation is unique to you. You cannot forward or otherwise share the invitation with others, as it can only be used to register your own individual account.

The link in the invitation message has expired and will not allow me to register.

The link in the invitation message will expire after 14 days if you do not register during that period. Please request another invitation to be sent to you via email.

Verifying your email address.

You must supply an email address during the registration process in order to create an account. Each time you add or change your email address you will receive a verification email at the provided email account. You need to click the link in that verification email to verify your address.

If you already clicked the link the request a verification email but you haven't received it, check your email Spam or Bulk Mail. It's possible your email system considered the email junk and moved it out of your inbox.

If you do not see an answer to your question, please contact us.