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Forgot Username

Forgot Username

 Instructions

  1. Navigate to the SurfGuard Sign In page.

  2. Select “Forgot Password or Username”

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  1. Select the “Forgot Username” tab at the top

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  1. Enter your email and first name.

  2. Select “Send Reminder” to receive an email containing your username.

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  1. Open your inbox and look for an email with the subject line: Your SurfGuard account username. This email will include your SG account username.

  2. Enter your username and password on the SurfGuard Sign In page.

  3. Select “Sign In”

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Troubleshooting

Issue

Possible cause

Action

Error message: “We couldn’t verify your details”

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This triggers if the system cannot match the information you entered (first name and email address) with an existing SurfGuard account.

  • Re‑enter your email address and check for typos

  • Try any alternate email addresses you may have used

  • Enter your full first name exactly as it appears on your account

  • If the error continues, contact the Helpdesk for assistance

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

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This triggers if the user account exists but is inactive

No email received

  • Invalid email address or mobile number

  • Blocked by the receiving mail server

  • Check spam/junk folders

  • Contact the Helpdesk for assistance

 Related pages