Access issues, account set up, and passwords

How do I access the member portal? 

To access the member portal, visit the member homepage on the AFCA website (afca.org.au/members) and click “Login to the member portal”. When you arrive on the member portal homepage, click the ‘Sign in’ button in the top right-hand corner.

What login credentials do I use? Should I use Secure Services credentials?

Secure Services credentials will not work in the new member portal. You will need to create a new account using the email address associated with your membership. 

How do I reset my password? 

  1. Visit the member portal from the member homepage of the AFCA website (afca.org.au/members)
  2. Click the ‘forgot your password’ link below the email address field.
  3. Enter your email address and click ‘send verification code’.
  4. You will receive a verification code by email. Enter this code into the ‘verification code’ field and click ‘verify code’.
  5. Click ‘continue’. Do not click “change email’.
  6. You will be prompted to reset your password.
  7. Enter a password that is 8-16 alphanumerical characters, and with at least one uppercase letter, a digit, and a symbol.
  8. Click ‘continue’ to change the password.
  9. You will be sent back to the login page of the member portal.
  10. Enter your email address and new password to login. You may need to enter a new verification code (follow steps 2-3).

How do I create a member portal account? 

  1. Visit the member portal from the member homepage of the AFCA website (afca.org.au/members)
  2. Click ‘sign up now’ below the ‘sign in’ button.
  3. Enter your email address and click ‘send verification code’. Note, once an email address has been used to create a portal account, it cannot be used again by another user.
  4. You will receive a verification code by email. Enter this code into the ‘verification code’ field and click ‘verify code’. If you do not receive a verification code, check your spam folder, or click ‘send new code’.
  5. Enter a password that is 8-16 alphanumerical characters, and with at least one uppercase letter, a digit, and a symbol. Confirm new password by entering it again.
  6. Enter your given name and surname, and click ‘create’.

I didn’t receive an email from AFCA asking me to create an account and/or reset my password, what do I do?

Check your spam folder. You should also check if an email from AFCA was caught in your organisations security email filters.

If you still can’t find our email, it may be that we did not have your correct email address or your contact record did not migrate during transition. If this is the case, you will not have received an email from AFCA.

If you are not an Admin contact, you should speak to the Admin contact associated with your membership about creating a new contact record. The Admin contact can push a new portal invitation to your desired email address.

If you are still unable to resolve the issue, you can email membership@afca.org.au and they will log a ticket with our portal support team.

I am a contact for multiple memberships, but after logging in and/or resetting my password, I can only see one membership in my account. How do I view all memberships in my account?

If you are a contact on multiple memberships (for example, a dispute contact for one organisation as well as its subsidiaries), you may not see all memberships in your portal after resetting your password/creating your account for the first time.

If this is the case, you should speak to your Admin contact about adding you as a contact record for the additional memberships.

If the Admin contact can’t action this, you can email membership@afca.org.au and they will log a ticket with our portal support team.

I tried to log in and/or reset my password, but when I used my unique email address, there was an error. What do I do?

If you tried to reset your password using the unique email address provided to AFCA, and it does not work, you can try to create an account by clicking ‘sign up now’ on the login page and following the prompts.

If this does not work, it may be that your contact information did not migrate during the transition.

If this is the case, speak to your Admin contact. The Admin contact can search for your contact record in their portal by clicking ‘Contacts’. This will show a list of all contacts associated with a membership. They can select your name and send a new portal invitation to you.

If your name appears in the list more than once, it’s because you are a contact for multiple memberships. If this is the case, your Admin contact should deactivate each of your contact records except for one – and push a new portal invitation to the remaining contact record. Once you login to the portal, the Admin contact can associate you with other memberships if needed.

If you continue to experience issues, you can email membership@afca.org.au and they will log a ticket with our portal support team.

System navigation / functionality

How do I create a new contact record to invite my colleague to the member portal?

Only Admin contacts can create new contact records. If you are an Admin contact:

  1. Click ‘Contacts’ in the top menu bar.
  2. Click ‘Create a new contact’, enter the new user's details and save. Once added, the new user will receive an invitation to join.

How do I assign complaints to team members?

Only Admin, EDR Manager and Team Manager contacts can assign complaints to other team members.

  1. Navigate to the ‘Financial Complaints’ tab.
  2. All open complaints will appear under ‘Active’.
  3. Click the down arrow on the complaint you wish to assign or reassign.
  4. Select the contact you wish you assign the complaint to. Click ‘Save’.

How do I change the role type of a team member?

Only Admin contacts can change the role type of another team member.

  1. From the ‘Contacts’ page, click the edit icon next to the contact’s name.
  2. Scroll down to ‘Roles’ and click the edit icon.
  3. Change the contact’s role in the ‘Related Contact Role’ field by using the search function. Then click ‘Submit’ to save changes.

How do I change my email address?

To change your email address, navigate to the profile settings and click ‘Update email address’.

How do I change my first and last name?

Names cannot be updated within the member portal once the profile is created. You may change the name associated with a portal account by contacting AFCA directly. AFCA can manually make changes to account profile details however may have limited capacity to do so in the weeks following the launch of the new member portal. 

In the new portal, each firm’s IDR contact details are pulled from the contact details listed in ‘Organisation Details’. The Admin contact can update and amend the ‘Organisation Details’ at any time. If a personal email address and/or phone number is showing on the ‘Find a Financial Firm Search’, the Admin contact should change the contact details in ‘Organisation Details’ to a generic email address and/or phone number.

Performance issues

The member portal won’t load

Ensure that you have a stable internet connection and that your browser is up to date. If you continue to experience issues, let us know by emailing membership@afca.org.au or calling 1300 56 55 62. We may be experiencing a high number of calls, so we ask for your patience in responding to you.

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