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Login Difficulties FAQs
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How do I find out what my login details are for the webiste? 
I am using the correct login but still experiencing problems, what could be causing this? 
I am still having trouble logging in, what can I do? 
 
Q: How do I find out what my login details are for the webiste? 
 
A: If you're having difficulty logging in to the secure website, you can use our password reminder service to rectify either of the following problems;  
 

  • Forgot your password: try entering your member or candidate number and the email address you registered in your profile and your password will be re-issued to you
    •  
  • Forgot your username: try entering your Customer ID, Member Number or Candidate Number as your username.
 
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Q: I am using the correct login but still experiencing problems, what could be causing this? 
 
A: If you believe the login you are using is correct but you're unable to get into the secure site, it could be for one of the following reasons: 
 
  • Browser incompatibility;  
  • Active scripting has been disabled in your browser;  
  • Cookies have been disabled;  
  • Service Pack 1 or later not installed in your browser;  
  • Firewall Settings on your end;  
  • The Institute may have an incorrect profile record. 
 
 
The below information will take you through the above options and provide you with general tips. Please note, we are unable to provide technical assistance and we would stress that if you are conducting changes on a network or in a business environment, you will need to speak with your I.T department in the first instance.  
 
Upgrading your browser: 
 
There are many different versions of internet browsers in the marketplace and sometimes old versions may prove incompatible with the ICAA website. While we do try to cater for the majority of users and conduct numerous background test in terms of browser functionality, we are unable to completely support all browser types in the marketplace. It would be advisable for you to upgrade your current browser software as we find this usually resolves the issue.  
 
If you are using Netscape you can find the latest release at www.netscape.com or if you are using Internet Explorer you can find the latest release at www.microsoft.com 
 
Enable Active Scripting: 
 
Active scripting is a browser preference that needs to be enabled. To activate these setting in Internet Explorer please follow the steps below, however, if you have a different browser type, please refer to your browsers help menu regarding active scripting:  
  1. Click on the "Tools" Menu and select "Internet Options";
    2.  
  2. Select the "Security" Tab;
    3.  
  3. Click on the "Customer Level" button;
    4.  
  4. Scroll down until you reach the heading "Scripting";
    5.  
  5. Under the "Active Scripting" subheading, select the radio button next to "Enable";
    6.  
  6. Click the "OK" button to save the security settings;
    7.  
  7. Click on the "OK" button to save the changes to your Internet Options.
 
 
Enable your Cookies: 
 
The website you are trying to access is a secure area and as such, you will require cookies to be activated in your browser settings. Essentially, cookies are used to collect information chiefly by websites to identify users who have previously registered or visited the site. If this setting has been disabled, our secure area will not be able to identfy you and is thus unable to log you into the system.  
 
To activate this setting in Internet Explorer please follow the steps below, however, if you have a different browser type, please refer to your browsers help menu regarding cookies. 
 
  1. Click on the "Tools" Menu and select "Internet Options";
    2.  
  2. Select the "Privacy" Tab;
    3.  
  3. Click on the "Customer Level" button;
    4.  
  4. Move the "slider" down to medium-low;
    5.  
  5. Click the "OK" button to save the settings.
 
 
Install Service Pack 1: 
 
If you use Internet Explorer, check whether your browser has Service Pack 1 installed by clicking on the "Help" menu and select "About Internet Explorer". You will be presented with a dialogue box. If you have Service Pack 1 or greater installed, the text next to the field "Update Versions" should read "SP1" or "SP2". If you do not have the minimum of Service Pack 1 installed you will need to upgrade by following the steps below:  
 
  1. Click on the "Tools" menu;
    2.  
  2. Select "Windows Update" from the drop-down menu and  
    You will be diverted to the Microsoft Windows Update window where you can follow the instructions provided.
 
 
Firewall Settings: 
 
There are some networks that have a high security access and this requires an adjustment from the server end. Please contact your organisations IT helpdesk as they may be able to adjust your settings for approved websites. If you have a personal firewall using off-the-shelf software, you will need to lower your security levels or consult the software provider.  
 
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Q: I am still having trouble logging in, what can I do? 
 
 
A: If you are still experiencing problems, contact the National Customer Service Centre on 1300 137 322 or International +61 2 9290 5660. Alternatively you may email service@charteredaccountants.com.au. 
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