Please attempt these troubleshooting options before submitting a ticket.
If an investor is having trouble accessing the portal, please ask them to try the following:
- Encourage them to use Google Chrome. This is our recommended browser. (We do also support Internet Explorer, Microsoft Edge & Firefox as long as the release is still supported by the corporate e.g. Microsoft.)
- Reactivate their 'Web Access'. Remind the client to only take 30 seconds in between entering the password and memorable phrase. For security reasons the temporary session is open for a short time between entering the username and password successfully and then entering the security characters. If they take too long, or enter the incorrect details then the session will be void.
- Suggest they type the web address rather than use the link provided in the reset email.
If your investor is still unable to gain access, please provide their IP address (Google - what is my IP address) and a screenshot of screen where the login is failing, via a Freshdesk ticket.
Providing the actual date and time of their attempted login will help our Web Team to investigate the issue further.
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