Frequently Asked Questions - Accounts

Have some questions about your account? We're here to help.

This article has been designed to provide users with some answers to some of the most common account queries that we receive. If your query isn't listed here, and you think it would benefit others, please let us know if you would like us to add a new question and solution to this page.

My account access should match my colleague's, but our accounts are showing different information or functions. Can you help?

In some instances when this happens, you both may be using different sites/apps.

SIV accounts can log into the Core Browser app and the SIV website, but both look completely different and have different functions.

1. In the first instance, check that you're both using Core Browser or SIV or if you're accessing different platforms.

2. If you have confirmed that you are both using the same platform (such as Core Browser) check the top of your Core Browser screen, this will tell you what profile group you have accessed:

If you have accessed the same profile group (e.g. 841) but your functions are different, please raise a ticket with MyServiceDesk and provide:

- The username of your account.
- The username of a colleague's account that has the correct access.

Once received, we will be able to check both of your accounts and amend your access so you can access the same functions. In the situation that we amend your access and the functions are still not the same, we may have to investigate further to see what has happened.

I can't log in - it says 'App version not recognised' or it says my password or username is incorrect but I know they are right. What should I do?

1. In very rare cases, you may be entering the wrong username.
   If you raise a ticket with MyServiceDesk and provide your email address and the username of your account, we can check if you're entering your username correctly or provide you with a password reset link to change your password.
   
   
2. If your username is correct, we will send you a password reset link.
   
   
3. Alternatively, wrong username/password errors can occur if you are trying to access the old decommissioned SIV desktop app (known as SIV2).
   If this is the case, either use Core Browser instead (if it's already on your device) or raise a ticket with MyServiceDesk. We can provide download information so your local IT can download Core Browser for you.

I can't see a certain menu option or function - can you help?

1. If you are unsure where a function is, we will provide instructions or screenshots on how to find the desired tool.
   
   
2. If you know where the tool is, but it isn't available on your account you may not have access to it.
   Raise a ticket with MyServiceDesk and provide:

• Your account username.
• The account username of a colleague with the same access.

We will be able to mirror their access so you can access the tool.

If all of the above are attempted and the desired option is still not available for you, we will investigate further with insight from our developers to diagnose the problem and provide a solution.