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Following are some common reasons as to why you may be having trouble accessing e-statements:
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I can't remember my password
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You have a total of three attempts to login with an incorrect password before you will be suspended for a period of 12 hours. If you forget your password after the first two attempts, please use the forgotten password feature and a new password will be emailed to the email address you provided us. Entering a third incorrect password will cause your account to be suspended for a 12 hour period.
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My account is suspended. What do I do now?
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Your account has been suspended because you either entered an incorrect password three times, tried to log in during the 12 hour suspension period, or you entered an incorrect password again after the 12 hour suspension period. We recommend you reset your password using the forgotten password feature and wait 12 hours before logging in again. Alternatively, call us on 1300 13 22 77 to have your account un-suspended over the phone.
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I am a first time user and the default password I was given is not working
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If you are entering your default password for the first time, triple check that you are entering the default password in the exact same format given, as passwords are case sensitive. Some other things you can check include:
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- Check your Caps Lock button on your keyboard is not on
- Check your Num Lock button on your keyboard is on
- Triple check your Member number and password are correct
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I reset my password using the forgotten password feature but I still can't login
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If your account has been suspended and you received a new password via email using the forgotten password feature, you must wait until the 12 hour suspension period has finished before you can enter in your new password. If you enter in a correct password within the suspension period, your account will remain suspended as you are not able to log in during this 12 hour period. We recommend you either enter your reset password after the suspension period has ended, or call us on 1300 13 22 77 to have your account un-suspended over the phone.
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I suspended my account and waited until the 12 hour suspension period was over but I still can't login
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If your account has been suspended and you enter an incorrect password after the 12 hour suspension period, this will be recorded as a 4th incorrect attempt and your account will be automatically suspended again. You can either reset your password using the forgotten password feature and log in again after the 12 hour suspension period has passed, or contact us directly on 1300 13 22 77 to have your account un-suspended over the phone.
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I’ve tried the recommended solutions but still can't seem to login
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It sounds like there may be a technical problem so let’s get it sorted. Please call us as soon as possible on 1300 13 22 77 or email us.
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We will attempt to resolve the issue as quickly as possible and we apologise for any inconvenience caused.
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Our product Conditions of Use are available on this website. You should read and consider these Terms and Conditions when deciding to use any product.
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