HELP & ADVISE CENTRE FAQ
2. Why can’t I log into My Account?
Share this article:
Unfortunately there could be numerous reasons why you are unable to log into your account.
1. Have you reset your password recently and received an email containing your new password?
IF YES, lets proceed in clearing your browser cache and cookies before attempting to log in again.
Google Chrome
º Open Google Chrome;
º Click on the 3 vertical dots in the top right corner of the window aka Customize and control Google Chrome;
º Settings;
º Privacy and security;
º Clear Browsing Data;
º Advanced;
º Tick Cookies and Other site data as well as Cached images and files;
º Clear data.
º Close Google Chrome completely and re-open;
º Proceed to My Account and attempt to log in again.
IF you are still unable to log in, proceed to point 2
2. What username are you using?
º You can use 1 of 2 usernames:
• The email account associated with your account OR
• The ‘nickname’ you chose when you created your account.
3. Still unable to log in?
Please head on over to the live chat feature on the bottom left of the page to speak to a consultant.