Sign-in problems

Modified on Fri, 7 Aug at 8:56 PM

TroubleshootingTROUBLESHOOTING

Applicant · Contractor · Design-Professional

01	Sign-in problems

Symptom: you can't get into your account, or you're signed out as soon as you get in.

On this page

Most likely cause
Other causes
If you can't reach your registered email
What not to do
Still stuck

Most likely cause

The password is wrong, or you're using a different email than the one you registered with.

Reset the password — it's faster than working out which. See Reset your password. If no reset email arrives at the address you're trying, that address probably isn't registered.

Other causes

Cause	How to confirm	What to do
You have more than one account	You registered separately with a personal and a work address	Try each. Contact the office handling your application if projects are split across both — they may be able to help consolidate.
Saved data is stale	It works in a private window	See Clear your browser's saved data.
Your browser autofilled an old password	The field was pre-filled	Clear it, type the password manually.
Caps lock, or a copied trailing space	Password looks right but fails	Retype it rather than pasting.
You never finished registering	You never verified your email	Check for the verification email, or register again — see Create your account.
Your session keeps expiring	You're signed out after a short time	Normal on shared or public computers. Allow cookies for your portal.
Your organisation uses a single sign-on	You're staff at an agency, not an applicant	Sign in through your organisation's method, not with a portal password.

If you can't reach your registered email

This is the one you can't self-serve. Contact the office — you'll need to verify your identity before the address can be changed.

Have ready: your name as registered, any project or permit numbers, and the property address.

What not to do

Don't create a second account because you can't get into the first. It splits your projects across two logins and someone has to untangle it later. Reset the password or call instead.

Don't keep retrying a password that's failing. Some systems lock an account after repeated attempts, which turns a small problem into a bigger one.

Still stuck

Use the contact details on your portal to get in touch.

Tell them the email address you're trying, what happens when you try (the exact message, if there is one), and whether you've tried a password reset. That's usually enough to sort it on the first call.

If you're mid-application or facing a deadline, say so.

Reset your password · Clear your browser's saved data · Who to contact