Problems with Usernames & Passwords

Problems with your username

Your username is the email address that you signed up to when you created your account. The most common reason why you might not be able to log in to your account is that our system cannot find an account registered to the email address you gave us.

Check whether:

  • You have misspelled your email address
  • You used a different email address when registering your account.

Try again, making sure you are using the correct email address and that it is correctly spelled.

If you no longer have access to the email account or have forgotten which email account you used to register, you may need to update your username. To update your username you will need to Contact Us so that we can verify who you are and provide you with access to your online account.

Problems with your password

If you have an online account and have forgotten your password you should be able to reset this yourself, if you still have access to the email account you used to register:

  1. Choose ‘Forgotten Your Password?
  2. Enter the email address that you used to set up your online account 
  3. You will receive an email asking you to reset your password.
  4. Follow the instructions in this email to regain access to your online account.

If you do not receive an email from us, please check your junk or spam folders. If it is not there then it is likely we cannot find that email address and you should register for an account.

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Please note, this form is anonymous, we can't reply directly to your feedback. If you would like to report an issue, make a complaint or suggestion, please Contact Us.