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Help Section - Account Registration and Access

Last updated 30th August 2021

Unlock Your Account

This section will show you how to unlock your account if you have entered your username and/or passphrase incorrectly.

The Registration System will automatically lock you out if you enter your user details incorrect five times in a row. This is done as a security precaution.

A warning message will appear on screen showing you how many login attempts you have remaining after each failed attempt. See Figure 1 below:

Figure 1: Login attempts remaining message

Screenshot of the login attempts remaining message

Once all five attempts have expired, you will see the message shown in Figure 2 below on your screen:

Figure 2: User locked out message

Screenshot of the user locked out message

You will then also receive an email like the one shown in Figure 3 below to the email address recorded in your account in the system:

Figure 3: Email notification: Account locked out

Screenshot of the email notification when account locked out

To unlock your account:

  1. Contact the Energy Rating Team to request your account to be unlocked. Please include the email address your account is registered to, as well as your username.
    The Energy Rating Team reserves the right to request additional information to confirm your identity as the legal owner of the account, so please be prepared to provide additional information.
  2. Once the Energy Rating Team is satisfied that no suspicious or malicious activity has occurred, your account will be reactivated, and you will receive an auto-generated email letting you know it has been reactivated, as shown in Figure 4 below.

    Figure 4: Email notification – Account reactivated

    Screenshot of the email notification when account reactivated
  3. Reset your passphrase to log back in to your account.