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 — Try the published help topics

• 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 — If the help topics do not resolve the issue, contact support via chat

• 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 to expect after you 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

• Some users report that they have successfully completed the password reset process but still cannot log in.
• Users may question whether an account has been deactivated if password resets are accepted but login fails.

Conclusion

• Start by reviewing the targeted help centre articles listed above. If those steps do not resolve the problem, use the chat to submit a support request with your name, contact email and a short description of the issue; the support team will follow up directly.