21 August 2024
Who does this notice affect?
Approved arrangements operators, customs brokers, importers, manned depots, and freight forwarders who reset their password through the Biosecurity Portal using the ‘Sign in with your email address to access’ (‘Other User’) login method.
Information
This is a notice for users of the Biosecurity Portal ‘Sign in with your email address to access’ (‘Other User’) pathway attempting to reset their password.
Users attempting to reset their password will normally be able to receive and use a password reset verification code to successfully complete the password reset process.
Some users attempting to input the password reset verification code may receive an error message advising that ‘A user with the specified credential could not be found.’
Action
Users who receive this error message are advised to return to the ‘Sign in with your email address to access’ (‘Other User’) login screen, and follow the instructions to ‘Sign up’ for an account (this will create a new account).
Important:
Users must ensure they create a new account using the same email address and same name details and spelling as were used for their previous account. This will ensure that the users previous account and past booking history merges with their new account (only a single account will exist).
Users who create a new account using a different email address and/or use different name details or spelling will create a duplicate account and will not have their booking history automatically merged.
Users who create an account with different credentials and/or cannot view their past booking history should contact the department via email at Biosecurityportal@aff.gov.au.
The department apologises for any inconvenience caused.