Frequently Asked Questions

What do I do if I forget my password?
You can simply use the request password feature on the main login page.

What do I do if I want to change my password?
You can simply use the change password facility on the main login page.

Can more than one person be logged in with my user name at the same time?

I have clicked run report and the report does not run.
To enable reports to run on your browser please ensure that the pop up blocker has been disabled. Click here for details on how to do this.

I have clicked download and nothing happens.
Ensure your browser has not disabled the ability to download files from the internet.

What do I do after clicking download?
You will have the option of Opening, Saving or Canceling the download. We advise you to click save and then save the file to a place on your hard drive.

What format are the downloaded reports in?
The files available for download are in Adobe Acrobat PDF format.

I click run reports and the page is blank?
The report you have chosen is currently not populated. Please try again and a later time.

Can I submit a query online?
All queries can be emailed to

I have submitted invoicing/remittance/journal/credit note but it does not appear on the report?
Due to the reports being run in real time, the only reason for this could be that the data has not yet been captured.

Can I download more then one report at a time?
No, you can only select one report at a time and then click download. While one file is in the process of being downloaded another file can be selected.

Can I have more then one session open at a time?

What browser must I use?
This website is supports Internet Explorer 8+, Mozilla FireFox 3 and latest Chrome.

What versions of Acrobat Reader must I have installed on my machine to open the reports?
Any version above Adobe Acrobat Version 6.