Password Recovery/Unlock Account

If you have forgotten your login or PIN as well as your password you will need to contact your contract commissioner(s) or local account administrator for a reminder or new account.

If you know your login or PIN and have registered your email address with us, you can enter your login then click the ‘Reset my Password’ link. We will then send a temporary password to your email address which you may use to login and reset your password or unlock your account.

If you know your login/pin and have set up a secret question and answer with us, you can telephone our helpdesk on 0845 123 6441. If you can quote your login/pin, your name and provide the answer to your secret question, one of our technicians will reset your password or unlock your account which will allow you to log in. Please only do this if you haven’t registered your email address.

In the interest of security and to protect sensitive information, if you have forgotten your password and have not registered an email address, or secret question and answer, we will not be able to verify that you are an authorised user of the service and will not be able to confirm or reset your password. In this case you will need to inform your commissioner or local account adminstrator as they will need to validate your request and email us in order to reset your password.

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