Who this is for

This tutorial is for anyone who encounters problems when signing in to the mobile app, website portal or admin portal.

If you forget your password

• Reset your password by yourself: you can reset your password by clicking the "Forgot your password?" link on the login page of the website portal or the mobile app. If you have trouble with the password reset, please read the I did not receive my password reset email tutorial first.

• Ask your association to reset your password: if you still cannot reset your password, please contact your association and ask them to create a new password for you.

If your account was imported from PlayFootball Australia or other resources

If your account was imported from PlayFootball Australia or other resources, your email address is the one you used in your PlayFootball Australia account and your password follows this pattern: first 2 letters of your first name, day and month of birthdate, and last 2 letters of your last name. Example: John Citizen, 05/11/2000 -> jo0511en

If you forget which email address you used to create the account

• Try to search the keywords like the association name, club name, email address, etc. in your email box. If you find a related email, it is likely that your email address is correct and that is the email address you used to create the account.

• If you still cannot find the email address you used to create the account, you can submit a recovery request to retrieve your account.

I always get an error message "These credentials do not match our records" when signing in

If you are sure your email address is correct, it is likely that your account has been deleted. This could happen when the association merges the deplicated accounts.

For security reasons, we don't show if the email address is correct or exists in the system or the password is incorrect.

To verify, you can try to reset your password using the email address.

Otherwise, you can contact association to help to address the issue.

Common causes

• The email address was typed incorrectly. We see a lot of instances where users' email addresses are typed incorrectly. Please make sure you are using the correct email address.

• The account has been deactivated / deleted. This could happen when the association merges the deplicated accounts or accidentally deleted your account.

• You have multiple accounts with the same email address. Please refer to the multiple accounts share the same email address tutorial for more details.

You can use REG ID to login instead of email

As indicated in the login page, you can use REG ID to login instead of email. If your account was imported from PlayFootball Australia, the REG ID is the FFA number issued by PlayFootball Australia.