Can't log in or reset password? How to get support
This article explains steps you can take if you cannot log in or are unable to reset your password, and how to contact support if self-service guidance does not resolve the issue.
Summary
- Follow the relevant self‑help guides linked below. If those do not resolve the problem, submit a support request through the chat and a member of the support team will be contacted to assist.
Step 1 — Which help topics should I check first?
- Review the relevant help centre articles for common login and password issues:
- What do I do if I can't remember my login or need it changed?
- When will I receive my login details?
- My password won't work.
- My login hasn’t activated and isn’t working.
- I'm getting an error when trying to start the activation / reset password process
- I'm trying to create my password but get an error?
Step 2 — What should I do if the help topics do not resolve the issue?
- Use the chat to request support. The chat can:
- Offer the relevant help links.
- Create a support ticket and pass your details to the support team so they will contact you.
- When submitting a support request through chat, be prepared to provide:
- Your name
- Your work email address connected to the WebRater
- A brief summary of the issue (for example: unable to log in despite resetting password multiple times; password reset accepted but login still fails; unable to start activation)
What happens after I submit a support request through chat?
- The chat will forward your details to the support team.
- A member of the support team will be in touch directly to assist.
Troubleshooting notes observed in common reports
- If your password reset is accepted but you still cannot log in, your account may have been deactivated. Clear your browser cache and cookies, then try logging in again with your new password.
- If the problem persists after clearing your cache, contact the support team via chat or email so they can investigate and reactivate your account if needed.