Client Online FAQs

You don’t need to make any changes to your username, however for security reasons we have added some new criteria in relation to passwords (see below). If your current password fits within the new criteria, you won’t need to change it.

Password security rules will be as follows:

• Password length requirements (internal & external users) will now be between 8 and 32 characters, rather than the current 8 and 10
• Maximum number of unsuccessful login attempts will be increased from 3 to 7
• Number of days to password expiry will remain at 90
• Number of days for password expiry notifications will remain at 5
• Number of duplicate characters allowed in consecutive characters in the password will be reduced from 8 to 4 (so AAAAA in the password will no longer be allowed)
• Number of recently used passwords that a new password cannot match will be reduced from 32 to 5
• Password must now contain one upper case character, one lower case character and one number
• The username is no longer allowed to be part of the password
• A new password cannot contain the previous password (e.g. hello123 cannot change to newhello123)

No, although as with all web based systems, an up to date browser such as Chrome or Edge is recommended.

No, nothing has changed in the way that you configure your files for upload, you can carry on as before. If you select "Clear Custom Format" you will need to configure your uploads again. Only click this button if you intend to change formats.

No, the way your reports look will not change, the changes we have made relate to what you see within the system.

No, you won't have to get used to any new reports as the changes we have made relate to what you see within the system, although you can now download information into Excel or CSV formats.

No, the process hasn’t changed. You may still want to take a look at the guides we’ve created as they may help as you get used to the new look and feel.

No, the process itself hasn’t changes – although you can now handily ‘drag and drop’ files which you may find quicker and easier. You can do this for both debtor and schedule uploads.

Yes, users can reset their own passwords now. The email address used needs to be associated with the Client Online login for it to work. It’s worth noting that this email address is not necessarily the same as the agreement contact email address.

No, we haven’t made any changes to agreements, therefore all auto processing of payments and schedules remain the same as before.

No, there are no changes to Terms and Conditions as a result of the upgrade to this system.

No, you’ll be able to continue to use the same file formats as before.

Yes, you can now download this information into either Adobe PDF, Microsoft CSV or Microsoft Excel formats.

Yes, one of the key features of this change is that it allows you to customise what you see and where. Therefore any view with columns can be customised to what suits you best.

Yes, one of the key features of this change is that it allows you to customise what you see and where. With this upgrade, widgets can be configured or moved and you can select a specific sub agreement or screen as your default.

Your home screen settings are specific to your username. Any changes made on one device will show on another.

Two Factor Authentication is not part of this upgrade.

Yes, you no longer need to delete messages one by one, you can now select multiple messages and delete in one go.

The colours of the graphs are set to provide the highest possible visibility to make them distinguishable, therefore there is not an option to change the colours.

Yes, you now have the option to see all debtors in a picklist, or you can search for debtors by name or unique information.

For security reasons there is a 90 minute session time limit. You can log straight back in again if your session time expires.