Your Question
I've tried to login, but keep getting the message 'The password entered does not match our records. Please ensure it is entered correctly or use the 'Forgotten Password' facility'.
This means that the password used doesn't match the one on our records. There could be several reasons for this. Please try the following:
- Retype your password, using the spelling you originally gave us.
- If your password is completed automatically by your software, delete the black dots and retype the password, using the spelling you originally gave us. If you see a message telling you that the retyped password doesn't match the one stored on your computer and asking if you'd like to update the stored password, click 'Yes' to update it.
- If you're not sure about the password you originally gave us, please use our 'Forgotten Password' service and we will send you a new temporary one.
Further advice on accessing your online account once we have sent you a new password can be found here.
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