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I'm being asked for extra characters which are not in my password?

If the service has asked for an extra character that is not in your password, you may be entering your Customer Number incorrectly. For example: If you have been asked for the 9th character when you know your password only has 8 characters.

Simply restart your log in and enter your Customer Number again carefully. If you enter your Customer Number correctly then you can enter the characters from your own password and log in successfully.

Please remember your password has between 6 and 20 characters, and contains both letters and numbers. You may have added a number to the end of your password to meet our password criteria.