Customer cannot log in or is not receiving a login code

How customer login works

1. They go to the Navigator portal and enter their email address
2. Navigator sends a 6-digit login code to that email
3. They enter the code on the login screen
4. They're in

Code valid for 15 minutes. If they don't enter in time, or enter wrong 3 times, the code is cancelled and they need a new one.

Step 1 — Confirm the exact email address

Most common cause. The email on the login screen must exactly match the email on their profile.

• Ask which email they're using
• Open their profile and check the email on record
• Compare — look for typos, different domains (gmail.com vs hotmail.com), different address

If they don't match: update the email in Navigator (if wrong), or tell the customer which to use.

Step 2 — Check the customer's account status

Open their profile. Status should be Active. Inactive or Prospect customers can't access the portal or receive onboarding invitations.

Step 3 — Check onboarding is complete

Before a customer can log in, they need to have completed onboarding — received an invitation and set up their access.

Check their Onboarding status. If Welcome email sent or Pending service agreement, they've been invited but haven't finished. Use Resend onboarding email on their profile.

Step 4 — Check spam or junk folder

Login codes come from the Navigator platform address. Some providers filter these to spam, especially first time.

• Check spam, junk, or promotions folder for an email with a 6-digit code
• If older than 15 minutes, it won't work — request a new one
• Suggest marking the sender as safe

Step 5 — Request a new code

Two situations invalidate a code:

• Expired — codes valid for 15 minutes only
• Too many wrong attempts — 3 wrong attempts cancels the code

Fix: request a fresh code from the login page. Notes:

• Enter the new code within 15 minutes
• 60-second wait before requesting another code — normal, not an error
• Codes only contain letters A–Z and numbers 2–9. No zeros, ones, or lowercase letters.

Step 6 — Check for temporary block

If a customer (or someone on the same internet connection) made many attempts in a short time, Navigator temporarily blocks further attempts from that connection.

• Triggered after 10 login requests within 10 minutes from the same IP
• Block lasts 24 hours
• During the block, no codes are sent no matter how many times they try

Let them know they'll need to wait. Switching to different internet (mobile data vs home Wi-Fi) may resolve it — block is per connection.

Step 7 — Check whether other customers are affected

If multiple customers report the same issue at the same time, may be a temporary email delivery service problem. Ask your team lead or check internal status channels.

Still stuck? Escalate

If you've worked through the steps, escalate to your team lead with:

• Full name and NDIS number
• Email address being used to log in
• Current status and onboarding status
• Which steps you've checked
• What the customer sees — "no code received", "code expired", specific error message

Quick reference: common causes and fixes