Frequently asked questions - Registration and user management

Problem

Answer

I haven’t received my activation email

Make sure you check your junk/spam folder as the email may have gone there.

I haven’t received my forgot password email

Make sure you check your junk/spam folder as the email may have gone there.

If you are sure you have registered before, check your email address has been entered correctly and try once again.

If you still don't receive the email will need to contact Grant Toolbox support. It may be that your account is using a different email address or has been de-activated.

I can’t remember my password

Follow the instructions for resetting a forgotten password.

I have registered an account for another Foundation that uses Grant Toolbox. Can I use the same account?

Unfortunately, you can’t use the same account between Foundations and will need to register again.

I need to change the organisation that my account is linked with

You will need to contact Grant Toolbox support to get assistance with changing your organisation.

What if I belong to 2 different organisations but use the same email address

It may be possible to link your account to multiple organisations. Contact Grant Toolbox support for assistance.

I get an 'Invalid session' error when I log in or try to access my application and I am then logged out

Grant Toolbox requires you to have a stable internet session. Sometimes your ISP (Internet provider) may switch your IP address too frequently for this to happen.

We have seen issues particularly with users that use Dodo for their Internet and some government departments.

A workaround is to turn Wi-Fi off from your phone and then hotspot to the phone connection. Wi-Fi must be turned of for this to work.

You will need to contact your ISP to see if they can resolve the issue for you.

When I log in I can’t see any applications

Check that you have logged into the correct foundation Grant Toolbox link. 

Eg. Depending on which foundation this has the format
https://<foundation>.granttoolbox.com.au/

https://portal.granttoolbox.com.au/welcome/<foundation>

You should also see the Foundation logo in the top left corner