Frequently Asked Questions

Accounts are created by an administrator managing your beneficiary record. The portal does not offer unrestricted self-registration, because access has to be tied to a verified beneficiary record. If you believe you should have access, contact the administrator who manages your file.

Use the "Forgot password" link on the sign-in page. You will receive a time-limited reset link by email. For security, the portal always shows the same confirmation message whether or not an account exists for the address you enter, so an attacker cannot use the form to discover who has an account.

Sessions expire after a period of inactivity and also have an absolute maximum lifetime. When your session expires you are returned to a page explaining what happened, and you can sign in again. If this is happening repeatedly, check that your browser is accepting cookies for this site.

Accounts are locked after repeated failed sign-in attempts, as a protection against brute-force attacks. The lock expires automatically after a short period. If your account remains locked, contact support.

Yes. In Account Settings you can enable an authenticator-app second factor. You will be given single-use recovery codes — store them somewhere private and offline, because they are the only way in if you lose your device.

Each value is labelled. An estimate is an administrative working figure recorded for administration purposes and is not an amount available for payment. A confirmed value is one that an administrator has checked and marked as verified.

A record is marked pending until an administrator has reviewed the supporting evidence and confirmed it. Until then, treat the record as unverified.

No. Asset records are administrative records and can only be maintained by authorised administrators. You can update your own profile details, and you can report an error through the secure message thread.

No. Access is strictly per record. Each beneficiary sees only their own beneficiary record, assets, documents and disbursements, even where records relate to the same arrangement.

PDF, JPEG, PNG, WebP, HEIC and plain text, up to the size limit shown on the upload form. Files are checked by content type, not just by the file extension.

No. Documents are stored outside the public web directory under randomly generated names. There is no public URL for any uploaded document; every access is brokered by the application after an authorisation check.

The reviewer records written feedback explaining the decision. Read that feedback, correct the issue, and upload a replacement. The replacement is linked to the same requirement so the review history stays complete.

The document appears in your Document Center immediately with a status of pending, and a notification is created. A document reviewer then records an outcome.

The portal shows you the current status of your record. It does not publish a guaranteed timeline, because actual processing depends on the relevant administrator and the procedures that apply to your file. If you need an update, ask through the secure message thread.

No. Status transitions are controlled on the server by authorised staff. A beneficiary cannot approve their own record, move it to processing, or mark a payment complete.

It means an authorised officer has recorded that the disbursement was completed and has entered an independently verified transaction reference. The portal will not show a record as completed on any other basis.

On Hold means processing is paused pending further information or review. Read the administrative note on the record, and check your Document Center and messages for any request.

Never. This portal does not connect to your bank and has no need for your banking credentials. It will never ask for your online banking password, card security code, PIN or one-time banking code. Treat any such request as fraudulent.

You, and staff whose role requires access to carry out the administration — for example a document reviewer reviewing your upload. Access is role-based and every access is recorded in the audit log.

Contact the operator using the published support details. Requests are handled in line with the privacy policy and applicable data protection law.