If you are an account user and have entered your password incorrectly or forgotten it, you can request for your password to be reset or unlocked.
User account login locked
If you enter the incorrect password five times, your login will be automatically locked on the fifth attempt. Your account administrator can unlock your user login.
Unlocking the user login will automatically reset the password.
Dependent upon your PPSR account settings your new password notification may be emailed to you via an automated notification or it may display on screen to your account administrator who will provide it to you.
If there is more than one account administrator assigned to the PPSR account and the lock affects an account administrator another account administrator can unlock the user. Alternatively, PPSR accounts with only one account administrator can contact us to have their logins unlocked.
Reset your password
Go to account login.
Click forgot your password.
The forgotten password screen will appear. Enter your username and click continue to retrieve your secret questions.
Answer your secret questions
You will then have to answer your secret questions.
If you answer correctly, your password will be reset and a new system-generated password provided.
Account administrator password reset
Your account administrator can reset your password and unlock your user log in.
Go to account login.
If you are an account administrator, go to the account customers tab.
Go to the manage account customer screen.
Click on the user management button at the bottom of the page.
Select the relevant user and click retrieve.
Next, click the correct option based on your user’s request:
- Reset a password
- Unlock a user log in
Account administrator locking own account
If you are an account administrator and you have locked your account, another account administrator must unlock it.
If there is no other account administrator available, contact us for assistance.
Account administrator unavailable
If your account administrator is unavailable, the National Service Centre will require the following information to unlock a user account or reset a user password:
- User name
- Full name (Given name and Family name)
- Email address
- Answers to the users secret questions and answers (where available)
- Reason why the account administrator is unable to unlock the account
If any of the above cannot be supplied, alternative information may also be required:
- Account customer name
- Account customer number
- Account customer identifier (ABN, ACN, ARBN, ARSN) (if applicable)
- Mailing address
- Phone number