Need Help?

Please login to see all FAQs and help videos.

• I'm not receiving email notifications from the platform

  The platform will be sending you notification emails. The issue will be that the email is either being blocked by a firewall or a mail filter. If you are using a corporate/business email address, you will need to contact your IT department and ask them to safelist the platform email address, rcseng@onpld.com.

  If you are using a personal email address, such as Gmail, you will need to add the platform email address to your address book, and that should resolve the issue.

• I'm not receiving my password reset email from the platform

  The platform will be sending you notification emails. The issue will be that the email is either being blocked by a firewall or a mail filter. If you are using a corporate/business email address, you will need to contact your IT department and ask them to safelist the platform email address, rcseng@onpld.com.

  If you are using a personal email address, such as Gmail, you will need to add the platform email address to your address book, and that should resolve the issue.

• I'm not receiving the one-time access code

  The platform will be sending you the one-time code emails. The issue will be that the email is either being blocked by a firewall or a mail filter. If you are using a corporate/business email address, you will need to contact your IT department and ask them to whitelist the platform email address, rcseng@onpld.com.

  If you are using a personal email address, such as Gmail, you will need to add the platform email address to your address book, and that should resolve the issue.

• Why can't I log in without having to use the one-time code?

  The platform provider holds and maintains the Government-backed cyber-security certification Cyber Essentials Plus, and one of the requirements of this is that your platform must provide multi-factor authentication (MFA or 2FA) for end users.

  This has been implemented as an additional layer of security to help prevent any potential data breaches. We take data security very seriously and want to ensure the data within our platforms is kept as safe as possible.

• I am experiencing delays in receiving the one-time codes - what can I do?

  The codes are sent out straight away by the platform. If any delays do occur, it is usually when they reach the recipient's server. The email containing the code may end up in a queue or quarantine, resulting in a delay. This can result in the code expiring before delivery.

  If you are using a corporate/business email address you will need to contact your IT department and ask them to safelist the platform email address, rcseng@onpld.com. Once this has been safely listed, emails should then be delivered.

  If you are using a personal email address, such as Gmail, you will need to add the platform email address to your address book. This should resolve the issue.

• How can I avoid being asked for the one-time code each time I log-in?

  You can tick “Keep me signed in” during log in, then you will not have to log in or enter a code until you select log out. This should include if you close your browser or restart your device without logging out.

  Please be aware that if you decide to follow this option and bypass having to input a one-time code every time you use the platform, you could compromise the security of your data.

  
• How can I change/retrieve my password?

  On the home screen, select Forgotten password? at the bottom of the Account Login panel and follow the instructions to reset your password.

  If you are already logged into your account, then please log out first.