Technical help

Many technical issues can be resolved by clearing your browser cache. To clear your browser cache, select 'Tools' or 'Settings' from the options menu, then select 'Options' or 'Preferences'. Some devices may display a different set of options for clearing your cache.

Slow application submission

When you submit your application it should load quickly, but will be slower if:

• you're applying close to or on a closing date
• you're applying during the peak usage period (4:00pm to 10:00pm, Sydney time)
• your internet connection speed is below 56kbps (dial-up).

Display of incorrect information

If someone else’s information is displaying on your screen, Auto-Complete may be enabled on your browser. Auto-Complete is a feature of Internet Explorer which is automatically turned on by default. You can choose whether to use Auto Complete for web addresses, forms and passwords, or not use it at all.

To clear Auto Complete visit your browser's individual support website to find a solution.

Application unavailable

You can apply online seven days a week except between 3:00am and 4:00am (Sydney time).

If you receive a message that your application is currently unavailable, there may be a programming or system error. Log in again, and complete your application or changes. If the problem re-occurs, use our enquiry form to contact us and provide the date, time and a description of the action you were performing before receiving the error.

Session timed out

If you receive an error message indicating 'Session timed out', this means your log-in session has expired. The maximum time permitted between keystrokes is 30 minutes. This is a security feature designed to protect you if you leave your application unfinished on a shared computer. Log in again, and complete your application or changes.

JavaScript error

If you receive an error message indicating a 'JavaScript error' or 'This website requires JavaScript', make sure you have JavaScript enabled in your browser.