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Frequently asked questions

FAQ
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  • Q: What security measures protect My Account information?

  • We take great care to handle your personal details using up-to-date security technology. My Account's security features include:

    • encryption of all transactional information
    • multiple unique user identification and password to enter the system
    • ongoing security checks and registration verification
    • secure server protection, indicated by a small padlock symbol in the status bar of your web browser

  • Q: What security precautions can I take?

  • It is sensible to be security conscious when using My Account, and take a few precautions such as:

    • keeping your username and password in safe, but separate places
    • not disclosing your username or password to anyone
    • preventing other people seeing you type your username or password

  • Q: What if my username or password is lost or stolen?

  • You should contact us immediately if this happens, or you notice any suspicious activity in My Account.

  • Q: What if I forget my password?

  • Just click on the 'Forgotten username or password?' link under the My Account log-in. Then enter your username and when prompted choose one of these options:

    • 'Send my password hint' - your password hint will be emailed to you

    or

    • 'Send a new temporary password' - a new password will be emailed to you immediately. You can then log-in to the system and will be asked to change your password.

  • Q: What should I do if I forget my username?

  • Click on the 'Forgotten username or password?' link under the My Account log-in window. Enter your email address when prompted and click the 'Send usrename' button. Your username will be emailed to you.

  • Q: Can I choose any username and password?

  • Your username is not case-sensitive, so it doesn't matter if you type letters in capitals or lower case, but it must be between 6 and 16 characters long.

    Passwords must be between 6 and 32 characters long, and are case-sensitive. This means you must type each letter correctly in upper or lower case when you enter your password in the future. Passwords also need to contain 3 out of 4 of the following types of characters:

    • Alphabetic lower case (a-z)
    • Alphabetic upper case (A-Z)
    • Numbers (0-9)
    • Symbol characters (for example #$%!-)

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