For the first-time login to the new platform, this typically indicates that the username is not found in the system. This could be because of the following:
The username was entered incorrectly. Double check to ensure the username has been entered correctly.
The username was inactive on our previous platform and had not logged in in over 12 months. You can re-register and create a new profile..
The profile is a secondary user profile. If you are the secondary user on a business profile, the primary/master business user must log in first and reset the credentials for any secondary users. If this is a secondary user for a personal profile, the new must profile must be created by the primary user as a ‘Shared Access’ user. If the secondary user is a People’s member who would like to access their own accounts online, we would recommend they register for their own profile.t