Your PPSR account password and secret questions

When you create an account, you will be asked to create a password and complete questions only you can answer. If you later can’t remember your password and need to reset it, the system will ask for your answers to these questions.

Password requirements

• Your password must have 9 – 50 characters/digits
• Your password must include:
  • At least one lowercase letter (a-z)
  • At least one uppercase letter (A-Z)
  • At least one number (0-9)
  • At least one symbol/ special character (? . , ! _ - ~ $ % + =)
• You cannot use any of your previous 8 passwords
• Your password must be reset/changed at least every year to meet security requirements

If you are an account administrator and need assistance, see the help for administrators section below.

If you enter the wrong password five times, your account access will be locked.

Forgot your PPSR account password

If you forget your password, you can use your secret questions to reset it. You’ll need your username to do this.

To reset your password, click on the Log in button on the PPSR Home page, then:

1. Click forgot your password?
2. Enter your user details including your user name, email address and family name and press the Continue button
3. Enter the answers to your secret questions and press the Continue button.

You will receive an email with a link to reset your password.

Forgot your username or secret question answers

If you've forgotten your username or the answers to your secret questions, you need to contact your account administrator.

If that isn’t possible, you'll need to contact our  Service Centre on 1300 007 777. Please do not email us these details. You’ll need to provide us with your:

• username
• email address
• secret question answers, if you remember them.

If you don’t have all of these, you’ll also need the:

• account customer name and number
• account customer identifier ( ABN , ACN  , ARBN , ARSN, ARFN ) (if applicable)
• mailing address
• phone number.

An individual must be listed on the account. If no individual is listed or if the account is registered under a generic name such as 'sales' or 'support,' you need to contact your account administrator.

Locked out of your PPSR account

If your account is locked as a result of 5 incorrect password attempts or you have answered a secret question incorrectly, you can contact your account administrator to unlock it. Provide them with:

• your username
• your full name
• your email address
• the answers to your secret questions.

Your password will automatically reset when the account is unlocked.

If that isn’t possible, you'll need to contact us on 1300 007 777. You’ll need to provide us with the above information. Please do not email us with these details.

An individual must be listed on the account. If no individual is listed or if the account is registered under a generic name such as 'sales' or 'support,' you will need to contact your account administrator.

Suspended out of your PPSR account

If your account is suspended as a result of 5 incorrect one-time passcode attempts, you will need to wait for the time of the suspension to finish. Your account administrator or the AFSA Service Centre cannot assist you with access during the suspension.

Changing your PPSR account password

If you need to change your password at any time, log in to your PPSR account and select View my user profile. You can then click the Change password button at the bottom of the page.

Update your secret questions and answers

If you need to change your secret questions and answers at any time, log in to your PPSR account and select View my user profile. You can then click the Change secret questions and answers button at the bottom of the page. You will need to enter your password before you can access the secret questions and answers.

As a PPSR account administrator, you are responsible for managing the users on your account. This includes:

• resetting a user's password if they can't remember the answers to their secret questions
• unlocking a user's account if they have locked it by entering their password incorrectly too many times or answering a secret question incorrectly
• providing users with their username if they've forgotten it.

Unlocking a user's account or resetting their password

Log into your PPSR account, then:

1. Select manage account customer from the PPSR account customers tab.
2. Go to the manage account customer screen.
3. Click the user management button at the bottom of the page.
4. Select the relevant user and click retrieve.
5. If the user is locked, click the unlock button at the bottom of the page. The password is automatically reset. 
6. If the user is not locked, click the reset password button at the bottom of the page.
    

Retrieve a user's username if they've forgotten it

Log into your PPSR account, then:

1. Select manage account customer from the account customers menu.
2. Click the user management button at the bottom of the page.
3. Locate the user's username.
4. You can also search for users by going to Users and choosing the find user option.

Unlock your own account or reset your own password

You will need to ask another administrator to unlock your account. If that isn’t possible, you'll need to contact us on 1300 007 777. Please do not email us with these details. You’ll need to provide us with your:

• your username
• your full name
• your email address
• the answers to your secret questions (if you remember)
• the reason why another administrator can't unlock the account.

If you don’t have all of these, you’ll also need the:

• account customer name and number
• account customer identifier (ABN, ACN, ARBN, ARSN, ARFN) (if applicable)
• mailing address
• phone number.

An individual must be listed on the account. If no individual is listed or if the account is registered under a generic name such as 'sales' or 'support,' you need to contact your account administrator.