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If you are having trouble logging in, one of the following solutions should help.

My login details are incorrect or invalid

If you provide incorrect or invalid details, you receive an error message. Check your details and try again.

My password has expired

If your password has expired, when you try to log in you are prompted to reset your password. For information about resetting your password, see How do I reset my password?.

I have forgotten my password or my account is locked

• If you have forgotten your password, click Forgot your password? on the VCC Admin Portal login screen or the question mark icon in the Password field in ContactPad. Provide your username and email details in the Forgot your password? form, and click Email Password Reset Link. You will receive a Password Reset email. The link in the email is valid for 72 hours.

  Note
  If you are an agent, you can alternatively contact your supervisor who can request a Password Reset email for you.

  
  

• If you have locked your account after five or more failed login attempts, and then provide your correct login details, you receive an Account Locked email.

  Note
  You can alternatively ask your supervisor to unlock your account.

  
  

When you receive the email, follow the instructions to visit the Reset your password form.

For information about resetting your password, see How do I set or reset my password?.

My password has been compromised

If your password has been compromised, when you try to log in you are prompted to reset your password. For information about resetting your password, see How do I reset my password?.