The password reset email should only takes a few seconds to arrive in your inbox. If, after waiting 5-10 minutes the email has still not arrived please check the following:
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​You are checking the correct email account.

Only the username needs to be correct for the password reset email to be sent, it will be directed to whichever email address is registered to the account regardless of the email address you enter in 'Forgotten Details', this is for security purposes.

You are entering the correct username. (account number)

It is a common error to enter a username (account number) you use for an account elsewhere. You will still receive the message 'Thank you. We've sent an email with instructions on how to reset your password.​' if you enter someone else's username by mistake, however you will be unable to reset their password.

You have checked your Junk/Spam folder.

Our emails may go to your junk/spam folders depending on how you have set your email preferences. Please ensure you check these folders before attempting to reset your password again.

If you have checked these details and you have still not received the password reset email, you can ask us anytime on our contact us page.