I have tried to reset my password but did not receive the email?

The password reset email should only take a few seconds to arrive in your inbox. If, after waiting 5-10 minutes, the email has still not arrived, please check the following:

You are checking the correct email account.

Only the username (account number) needs to be correct for the password reset email to be sent, it will be directed to whichever email address is registered to the account regardless of the email address you enter in 'Forgotten Details', this is for security purposes.

You are entering the correct username. (account number)

It is a common error to enter a username (account number) you use for an account elsewhere. You will still receive the message 'Thank you. We've sent an email with instructions on how to reset your password.' if you enter someone else's username (account number) by mistake, however, you will be unable to reset their password.

You have checked your Junk/Spam folder.

Our emails may go to your junk/spam folders depending on how you have set your email preferences. Please ensure you check these folders before attempting to reset your password again.

If you have checked these details, and you have still not received the password reset email, you can ask us anytime by opening Live Chat, emailing us - [email protected] or by requesting a Call Back (In English Only).

Account Glossary

I have sent in my verification. When will my account be re-opened?

Why can't I log in?

How can I check if I already have an account?

How do I change my password?