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I can't sign up or log in using my email

Common email sign-up and log-in problems, and how to resolve them

This article helps if you're having trouble signing up or logging in with your email on .id (Informed Decisions) tools – Community Profile, Economic Profile, Population Forecast, Social Atlas, Community Views and Housing Monitor. It covers the most common email-related issues and how to fix them.

Symptoms

You're seeing one of these:

  • The sign-up or log-in form tells you your email address isn't recognised.
  • You completed the form, but the expected email never arrived.
  • You clicked the log-in link in the email but nothing happened, or you saw an error.

Find your symptom below and follow the steps.

How to resolve

My email address isn't recognised

This usually means you haven't created an account with that email yet. The log-in form only works for accounts that already exist.

screenshot showing the "email not recognised" error on the .id log-in form.

To fix this:

  1. On the Log in form, click 'Sign up' below the 'Continue with email' button.
  2. Enter your email and complete the sign-up process.
  3. Once your account is created, you can log in with the same email next time.

If you've signed up before, double-check that you're using the same email address you used originally.

I didn't receive the email

After clicking 'Continue with email' on the sign-up or log-in form, the email should arrive within a minute or two. If it doesn't:

  1. Refresh your inbox to make sure new messages have loaded.
  2. Check your junk or spam folder. The email comes from .id.
  3. Confirm you entered your email address correctly.
  4. If the email still hasn't arrived, try the sign-up or log-in process again. The previous code or link may have expired.

If none of these work, contact .id support at support@id.com.au.

My log-in link doesn't work

The log-in email contains a single-use link – sometimes called a 'magic link' – that signs you in when you click it.

Two things can stop this link from working:

  • The link has expired. For security, log-in links are valid only for a short time. If too much time has passed since the email was sent, the link won't work.
  • An extra confirmation step is required. If you see a screen titled 'Confirmation required' after clicking the link, press 'Continue' to complete the log-in.

To resolve:

  1. Return to the .id tool you were trying to use and start the log-in process again to get a fresh link.
  2. Open the new email and click the log-in link as soon as it arrives.
  3. If you see the 'Confirmation required' screen, press 'Continue'.

If this doesn't resolve the issue

If the solutions in this article haven't resolved your issue, contact us at support@id.com.au to help resolve it.