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If your account has been disabled or we can't find your records, an appropriate message will be displayed. 

Locating your account

To retrieve a persons records and send them a new password, the following conditions must be met;

  • The persons name & email combination matches
  • The person has an email address entered
  • The persons account is enabled
  • The status of the person is either 'Active' or 'On leave'
  • The group the person is assigned to needs to active
  • There must be only one record of the person found - we don't want to send a new password to the wrong person after all!

If any of these conditions aren't met, the system will display a message indicating their account couldn't be located, or their password isn't able to be sent at this time.