Knowledge Quest

What can I do if something isn’t working correctly?

Last Updated: Jan 15, 2019 04:39PM AEST
If you are having issues accessing your JacPLUS online products, try some of our common JacPLUS troubleshooting tips for both login and product issues:

For login issues:
  • Double check that you are entering the correct username and/or password. Your JacPLUS username is the email address that you registered with your account.
  • If you have multiple JacPLUS accounts, you might be mixing up the username and passwords.
  • Type in your username and password manually, instead of using copy and paste or letting your browser auto-fill the username or password fields.
  • Make sure there are no blank spaces at the start or the end of your username or password.
  • Passwords are case-sensitive so if you have any capital letters in your password, remember to enter these capitals.
  • Do not use the Remember me function if you are having trouble logging in - it might be remembering the incorrect details previously entered.
  • If you have forgotten your JacPLUS password, use the Forgotten password? feature from the JacPLUS homepage; JacPLUS will then email you with a link to reset your password.
    • For more information and step-by-step guidance on changing a forgotten password, please click here.

For digital product issues (after logging in):
  • Try logging out of your JacPLUS account and logging back in
  • Close your browser and re-open your browser.
  • Close all extra browser tabs.
  • Clear your cache / temporary internet files & cookies – this can often help any loading issues by refreshing your browser
    • For more information and step-by-step guidance on clearing your cache, please click here.
  • Try a different browser.
    • For more information on JacPLUS system requirements and recommended browsers, please click here.

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