If you can't login to the Portal, the first thing you should do is press the forgot your password? button in red text underneath the email address and password fields on our login page. It will take you to this screen:
You should see a green box stating an email has been sent to you after you enter your email address and press next. If you encounter an error or you haven't received an email to reset your password, please get in touch with the Community Support Team via the Portal Contact Us form. They'll be able to manually reset your account and send over a password reset link.
This email will contain a link that’ll take you through to a screen where you can set a new password and a new security question/answer. When changing your password, note that it must be at least 8 characters long and contain at least 1 numeric character. The answer to your security question must be at least 8 characters long. Both of these must be new and not something used previously.
Please ensure your security question answer doesn't feature anything used in your password/email address. We're finding AWAL members are getting locked out due to not-to-spec security answers.