This page was last updated on Thursday 18 July 2024.

While many members have been able to access the new member portal, AFCA is aware of several remaining access and functionality issues. 

This page provides an overview of known issues impacting multiple members, their resolution status, and temporary workarounds or actions taken by AFCA.

Please note, this list is not exhaustive and includes issues impacting multiple members. It will be updated regularly. AFCA is working through a number of known defects, many of which have already been resolved. 

Where you have a unique issue that is not listed below – but have already alerted AFCA of it by email – please know we are aware of your issue and will provide a response as soon as possible.  Please avoid contacting us more than once about the same issue.   

Thank you for your continued patience and support. Resolving these issues is our top priority. 

Access issues

The issues below relate to members being unable to login to the member portal.

Issue Details Temporary workaround / actions taken by AFCA Resolution status
A user with the specified credentials cannot be found User attempts to login but receives ‘A user with the specified credentials cannot be found’ message.

This may be a user-error, where a user attempts to login to the new member portal without first creating a new account, or by using Secure Services credentials.
Our investigation has shown using Secure Services credentials creates this error. This can be overcome by creating a new account with new credentials. 

To create a new account, click ‘Sign up now’ and follow the prompts. You will need to create a new account using an email address unique to you and that is associated with your membership. Do not use Secure Services credentials.

Once an email address has been used to create a portal account, it cannot be used again by another user.

If you continue to experience this issue after attempting to create a new account, please email membership@afca.org.au with a screenshot of the error.
User error - resolved
Access denied User receives ‘Access denied’ message across different pages in the portal.

It may be that your role type does not give you permission to access certain parts of the portal. 

First, talk to the person in your organisation who administers your membership account to understand what role type you have been allocated.

If you need to change your role type and permissions, ask your admin contact. You can refer to the contacts and role types guide to learn more about role type access and permissions. 

If your admin contact has tried to change your role type and you continue to see ‘Access denied’, please email membership@afca.org.au with screenshots and details of what screen/page you are trying to view and why, and the email address used for the account. 

No defect found. Relates to role types and permissions.
We’re sorry but something went wrong (red text) User attempts to login but receives a ‘We’re sorry but something went wrong. Please try again, and if this persists, contact the website administrator’ message (red text).

This is an external provider (Microsoft Dynamics) issue. 

Microsoft has since deployed a fix, which was completed at 3pm on Wednesday 26 June 2024. This error should now be resolved. 

Since this fix, we have received isolated reports that this error reoccurs. If you do encounter this issue again, please email membership@afca.org.au and include: 

  • When the error occurred (log in, post log in, viewing cases, submitting a request)
  • Time of error
  • Hyperlinks of the page where the error is observed.
Resolved
Not receiving verification email User attempts to login to the portal but does not receive a verification code email to verify their email address.
If you still do not receive a verification code after creating a new account, check your spam folder, or click ‘send new code’. 

You may also need to check with your organisation’s IT security to release this email if it is caught in a security email filter. The email will come from msonlineservicesteam@microsoftonline.com.

If you still do not receive a verification code email, please email membership@afca.org.au with a screenshot.
No defect found. Relates to users' email security.
Multiple profiles User cannot login due to the user having multiple profiles on the same account or across different accounts.

This is a manual fix that required action from AFCA. 

Please email membership@afca.org.au if you’re aware you have multiple emails.

Let us know what email address you would like to use for a single login.

Resolved
Redirection on duplicate contacts User cannot login due to a redirection restriction on duplicate contacts. AFCA deployed a fix on Friday 21 June to avoid this issue occurring.  Resolved


Usability and functionality issues

The issues below relate to known bugs with certain features of the new member portal. Members may experience these issues if they are able to login to the member portal.

Issue

Details

Temporary workaround / actions taken by AFCA

Resolution status

Role and contact type permission issues

User cannot

  • see complaints
  • assign or re-assign complaints to other contacts
  • update or see contacts
  • view all memberships under a single profile

The new member portal introduces individual accounts and role types to give each person the level of access they need to do their job. 

Different roles have different levels of access to cases and other information. Roles such as Administrator, EDR Manager, and Team Manager have access to view all complaints and the ability to assign cases to case workers. Case workers can only view the cases assigned to them. 

It may be that your role type does not give you permission to access certain parts of the portal. 

First, talk to the person in your organisation who administers your membership account to understand what role type you have been allocated.

If you need to change your role type and permissions, ask your admin contact. You can refer to the contacts and role types guide to learn more about role type access and permissions. 

If your admin contact has tried to change your role type and you continue to have an issue, please email membership@afca.org.au with screenshots and details of what screen/page you are trying to view and why, and the email address used for the account. 

No defect found. Relates to role types and permissions.

Cannot upload documents

User cannot upload document(s) using the document upload feature and are receiving an error message.

It may be that the document name includes a special character not supported by the portal.

Try to convert the document(s) you wish to upload to a .zip file. Then, attempt to upload the .zip file to the portal. 

If this does not work, you can email documents to AFCA. If the complaint is at the Registration stage, you can email info@afca.org.au. If the complaint is at Case Management or beyond, you can email your AFCA case worker directly. 

Investigation complete. AFCA will fix this in an early August release.

Uploading multiple documents User unable to load more than one document to the portal at a time

Hold down “control” on the keyboard and select multiple documents. The portal will upload all highlighted/selected documents.

If you want to edit the properties/descriptions of the documents, you can do this by clicking the drop down arrow on the right-hand-side and select “edit”. This will allow you to edit the properties for each document and change the name and classify the documents.

No defect found.

Incorrect due dates

User sees different due dates on referrals in PDF and portal.

Please refer to the due date listed in the portal – either in the list of Case Requests or the specific view of requests within a case. 

Do not refer to due dates in PDFs. Due dates in some PDFs are incorrect.

Investigation complete.

AFCA will fix this in an early August release.

Member can’t view case as contact switches member contact to complainant ‘Point of Contact’ 

The complainant and member contact details swap issue occurs when a complaint is re-assigned to another contact from the single complaint page view. 

For those impacted by this issue, AFCA has manually fixed this.

Resolved

Sensitive documents not viewable in portal

User cannot see sensitive documents after uploading them to the portal.

Consider if the document requires the 'sensitive' flag before submitting.

Investigation complete.

AFCA will fix this in an early August release.

Cannot download reports

Users cannot download .csv files and reporting information from the portal.

For further information on exporting financial complaint data, you can refer to this guide. Please note, you can only export three months of data at a time by case stage.

Investigation complete.

Admin roles unable to remove other admin roles Admin roles are unable to remove other admin roles in the portal. Admin roles should have this ability however this is not currently available.  

Please contact AFCA should you require further support.

Investigation complete.

Reporting contact cannot see 'Contacts' menu

If the Reporting role type is added to a user's profile, the user loses the 'Contacts' button from the top menu bar.

AFCA is aware of this defect and working to resolve it. 

In the meantime, to access the 'Contacts' section of the portal, scroll to the bottom of the page (blue banner section) and click 'Contact management'.

Investigation complete. AFCA will fix this in a future release.

Duplicate cases

Duplicate cases appear in the portal because multiple financial firm contacts are assigned to the same case.

To avoid this issue, do not assign cases to contacts from multiple internal browser tabs/windows.

You should also refresh the page to show any changes made by other users.

If multiple contacts have permission to assign cases, make sure to coordinate this internally with these users.

Where this has already occurred, impacted members cannot amend this from the portal. Please raise a 'Membership request' in the portal, and AFCA will amend each case manually.

Investigation complete. AFCA will fix this in an early August release.

Downloading membership certificates User is experiencing access issues when trying to download their membership certificate in the portal.

To download your AFCA membership certificate, log in to the member portal.

You need select the applicable membership from the landing page before you can access any membership functions, including certificates. If you try to locate or download a certificate from the landing page, it will appear as “access denied”. 

Once you have clicked through to the membership page, select ‘Certificates’ on the right-hand side of the navigation bar. Then select “Download Certificate”.

No defect found. Relates to access permissions.
Direct number of case contact not viewable in portal Users are unable to view the direct number of the case contact in the portal. User can review other correspondence from their AFCA case worker to access direct contact details.  Defect found. Under investigation.
Receiving unnecessary portal notifications

Users are receiving multiple portal notifications at various stages of the process.  

We have identified a bug where notifications are triggered by case activity that were not intended, such as when the request status is changed. 

Notifications should only be sent when a response is submitted. 

Please contact AFCA should you require further support.

AFCA will fix the identified bug in an early August release.

We are investigating any other circumstances where portal notifications are sent unnecessarily during the complaint resolution process.

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