Client Portal Trouble Shooting

Frequently Asked Questions:

What are the prerequisites to have access to the Client Portal?

• You must be a current client and have completed a Client Portal Application. Please contact the Portal Manager for an application form.
• You must have read and agreed to our Security & Privacy Statement and Online Terms and Condition of Use
• Our Portal can only be used with Microsoft's Internet Explorer Version 5.5 and above.
• You cannot use the Portal with Apple's Safari or Firefox.
• We have experienced problems with IE Version 8 released in April 2009 however this issue will be resolved in the near future.

When I first log in I'm asked to install a Plugin called iManFile.cab. Is this necessary and OK?

• The software we use to deliver our Portal requires the once only installation of the iManFile.cab plugin. The plugin is harmless. Without the plugin the Portal will not function.
• If you have any questions regarding the plugin please contact our Portal Manager.

I've forgotten my password, what can I do?

• Our Portal login page has a link called Forgot Password. Click on this link and you will be asked to enter your email address and submit it for validation.
• The address you enter must match the address we have on our system.
• If the address matches our records we will send you an email that contains your User Name and a new temporary password.
• When you next login you should change your password to something you will remember.
• If the email you enter does not match our records you will be advised that the match failed.
• Where the match failed you must contact our Portal Manager to have your password reset manually.

When I try to login, I get the message Access Denied. Why am I getting this message?

• As a security measure, access is denied where more than three login attempts have been made on a valid User Name but using the wrong password.
• Access may have also be denied where we have closed the user account under the conditions of our Online Terms of Use.
• When access is denied and you wish access be reinstated you must contact the Portal Manager for your account to be reset.
• Where access has been denied, our Forgotten Password tool will not allow you to login in even where the password is valid. 

Who do I call for help if I make the Portal work?

• Portal Manager can help you with all your enquiries regarding log in and use of the Portal.

If I want to see more documents, who do I contact?

 

• You can contact your the Portal Manager to discuss the documents that can be loaded onto the Portal

Why doesn't the Portal Log In Screen does not load to my Browser?

• Our Portal is down for maintenance, we will contact you when access is available.
• If you have a need for urgent access to documents, please contact the Portal Manager and document copies can be emailled to you.

Go to our Client Portal

Always Growing & Continuous Improvement

Our Portal is leading edge technology that provides a unique opportunity to clients to have 24/7 access to important information and to also help save our environment. This is green technology that saves trees and reduces consumption harmful chemicals.

As this is leading technology we are keen to ensure we provide a great service and subsequently would be grateful for your feedback and ideas on how this tool can be enhanced.