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 Q: I have forgotten my password, how do I reset my password?
  • on the applicant login screen click on the 'Forgotten your password?' link

  • enter the e-mail address username you registered with and click on the reset button

  • an e-mail will be sent to the registered e-mail address. Follow the instructions and click on the link provided. This will take you to a page where you can enter your new password.

  • Enter your new password and confirm the new password and click on the Reset Password button. You can now login in using your new password.

 Q: Change my account details or password

You can change the name, organisation and password for your account by going to My Submissions and clicking on Update My Details. To change the email address associated with your account please email

For more detailed instructions refer to the following help Update your account details or password

 Q: I tried to use the reset password and....

Option 1 - I did not get the email

Step 1:  If you did not get the email check your spam and junk mail – although it could also be that your organisation spam filter is blocking the email.

Step 2:  Please CHECK THAT YOU ENTERED YOUR EMAIL CORRECTLY.  Typos are quite common for applicants either when filling out the forgotten password or when registering their email address as the username.
Step 3:  Make sure you are using a registered email address. It is quite common for users to try and access the system using an unregistered email address - you can check this at your end by looking at the application online via the manage site.

Option 2:  I reset my password but I was asked to update my details
The user has taken the extra unrequired step after changing their log in details of clicking into the update details link. This asks then to change the account password and provide the old password. This step is unnecessary. Simply click out of this area into the my submissions area.
 Q: How often should I save my application form? Is there a timeout limit?

It is highly recommended that you click Save Progress every 10 to 15 minutes when you are filling out a form.
For security reasons you will be logged out of your application if 30 minutes has elapsed and you have not saved your progress or navigated between pages. When you are logged out of the system you will lose any changes you have made to that page that have not been saved. To avoid this happening, simply click Save Progress periodically if you are spending a long time working on one page of the form.

 Q: Unable to submit?

Applicants and Staff can reference Help Guide for Applicants. This walks applicants through submitting.  The most common reasons an applicant won't be able to submit their applications include:

  • not filled in a mandatory/required field, this can include file upload question and budget grid
  • have used alpha characters in a number question field,
  • has gone over the word limit on a question,  

All of these errors are highlighted in red on the review page which sits at the very end of the application.  Sometimes the applicant has filled in the whole form but has not gone to the review page so does not see the submit button. The submit button sits on the review page.

 Q: The round has closed, and I can't submit my applications for reason xxxxxx?
Unfortunately we cannot help as the Grantmaker (Funder) are the only ones that can grant an extension of time for you. The funders contact details are generally found on the first page of your application or on their website. If the grantmaker does not provide contact details you can do a google search for the funding organisation and use the organisation general contacts.
 Q: When I Iog in I do not see my application.

You will find any submissions on the grantmakers applicant site under the 'my submissions' link at the top of the screen.  If your submission is not there, the most likely answers for this are: 

Answer 1:  Most likely you have created two accounts both with an application and are looking in the wrong account for the wrong application. Is there possibly an alternate email address you may also have registered. Do you know the correct application ID?

Answer 2:  It is also possible that you had left it too long between saves when working on the application and the last save was not successful. Typically you have at least 60 minutes to save your work,  however, your browser can also time you out after typically 15-20 minutes.  Sometimes also your internet connection may be disrupted for some reason which will also disrupt the form access. Unfortunately there is nothing we can do to retrieve your work, we can only recommend you click 'Save Progress' approximately every 10 minutes to ensure you do not lose data.  Saved data is saved, unsaved data is always vulnerable. 

 Q: The date I am trying to enter is not being accepted?

The date must be in the format of dd/mm/yyyy, you either use the date picker to choose a date or manually type it in, but it must be in the format dd/mm/yyyy

 Q: When registering for an account I don't have a organisation name?

Don't worry, you can just put in N/A or your own name. This filed is mandatory so you need to have some content in there, however it doesn't really matter what it is.



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