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Issue

Possible cause

Action

Error: “We couldn’t find an account with the Username and Password provided.”

Open

This triggers if the system cannot match the information you entered with an existing SurfGuard account.

• Re‑enter your username and password and check for typos

• Use the Forgot Username or Password option

• If the error continues, contact the Helpdesk for assistance

Error: “You have entered an incorrect password multiple times.”

Open

This triggers if the Username entered is valid but you have entered an incorrect password more than 4 times.

• Re‑enter password and check for typos

• Use the Forgot Username or Password option

• If the error continues, contact the Helpdesk for assistance

Error: “We couldn’t match your details with an active account in SurfGuard.”

Open

This triggers if the user account exists but is inactive

• SurfGuard user accounts are managed by each state office. Contact your state centre using the appropriate form here to request access for a new SurfGuard account or have your account expiry end date extended.