1. Click “forgot password” to receive new password.  

2. Ask your site admin to set you a new password.  

3. Reset your phone after downloading. (some phones require a “restart” after a new software 

download, much like a PC.  

4. Have you updated your phones software?  

5. Are your phone settings set to Australia? 

6. Are you in mobile data or wifi to login? You must be in mobile connecting range when first 

logging in.  

7. Check there is not a “space” after your mobile number or password.  

8.Is there a “+61” Infront of your phone number?  

1. Check there is not a “space” in their user login before, after or during the mobile number.  

2. Ensure there is a “+61” at the beginning of their number in the portal (this is an AWS 

requirement) and the “0” is removed after the “61.  

3. Manually change their password to something over 8 digits that is simple for them to enter.   

4. Ensure the expiry set has not passed.  

5. Are they in Wi-Fi or mobile data when logging in.