forgotten password frequently asked questions

Q: Where is the forgotten password retrieval service?

A: It is available from the "forgotten your password?" links below the login boxes on our website home page , and from our toolbox home page. You can also go there directly by clicking this link.

Q: What do I need in order to retrieve my forgotten password ?

A: You require your full e-mail address that is used by the service that you have forgotten your password for, along with a secondary piece of information (a valid invoice number, or the credit card number you use to make payments for this service).

Q: What happens if I exceed the limit of unsuccessful attempts to retrieve my forgotten password ?

A: If you exceed the limit of unsuccessful attempts, you will have to wait until the 24-hour window closes for that particular username.

Q: It says I've exceeded the limit of unsuccessful attempts, but I haven't even used it yet - why?

A: For security reasons and to prevent misuse of the system, we have had to limit the number of attempts by username as well as by requesting computer. If you are using this from work or from a non-iiNet internet connection, you may be behind a firewall. This can mean our system confuses your computer with that of someone else who is also behind the same firewall. It doesn't mean that someone has retrieved your password, but unfortunately it does mean that you can't use the service until later.

Q: My password has been sent to my e-mail address, however my e-mail client (eg. Microsoft Outlook) does not remember my password, so I am unable to log in successfully. What should I do ?

A: If this happens to you, please give us a call on 13 22 58 in order to retrieve your forgotten password.

Q: Should I be worried about entering my credit card number on this web page ?

A: Our toolbox web page uses 128-bit encryption, in order to keep your details safe and secure, so you have no reason to worry !