Frequently Asked Questions

How do I keep my password secure?

Your password must:

•       Be 8 characters in length.

•       Contain both upper and lower case alphabetic characters (e.g., A-Z, a-z).

•       Have at least one numerical character.

Do not share your password with anyone for any reason.
Passwords should not be shared, even for the purpose of computer repair.  An alternative to doing this is to request authorisation from the appropriate source within your company to create a new account with an appropriate level of access for the repair technician.

Change your password periodically.
Changing your password regularly is recommended, and will be enforced every 90 days.  You may choose to change your password before this time by selecting Change Password from the Administration tab and completing the fields.  This prevents someone, who may have obtained your password through some means, from continuing to have access.  If you suspect that someone has compromised your account, change your password immediately.

Do not write your password down or store it in an insecure manner.
In cases where it is necessary to write down a password, store it in a secure location and destroy it when it is no longer needed.  Using a password manager to store a password is not recommended unless it features strong encryption and requires authentication prior to use.

Avoid reusing a password.
If a user account was previously compromised, either knowingly or unknowingly, reusing the password could allow the user account to become compromised again.  Our system will not let you reuse a predetermined number of passwords.

Avoid using the same password for multiple accounts.
While using the same password for multiple accounts makes it easier to remember your passwords, it can also have a chain effect in allowing an attacker to gain unauthorised access to multiple systems.  This is particularly important when dealing with more sensitive accounts dealing with financial transactions.  These passwords should differ from the password you use for instant messaging, webmail, and other web-based accounts.

What should I do if I have forgotten my password?

If you have forgotten your password, click on the 'Forgot your password?' link on the Login screen. 

After you have entered your email address, you will be issued with a one-time password.  This password can only be used only once and must be changed when logging in.

What should I do if I am locked out of my account?

There is a limit to the number of times that you can enter an incorrect password before the system will lock you out.

If you reach this limit, please contact your system administrator, whose contact details are available when you click the Contact link at the bottom of any site screen.  Your access will be reset, and you will be issued with a one-time password.  This password can only be used only once and must be changed when you log in to the site again.