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Troubleshooting

 

MyST account is locked

For security reasons, our system may automatically lock the accounts of MyST users who have met certain criteria. If your MyST account is locked, you will be prevented from signing in and accessing your account. Account locks do not affect the operation of your sites with us in any way (i.e. transactions will continue to be processed as normal). Nor do they effect the ability of other users in your organisation from accessing their accounts.

Common reasons for why your account may have been locked:

 

To unlock your account

Some account locks are temporary. If you are unable to sign in due to a locked account, we first recommend waiting for at least half an hour and trying again. However, if you are still unable to sign in, or you need immediate access to your MyST account, please contact your administrator and they will be able to unlock it for you.

If you are an administrator for your organisation and you are unable to access your account, please contact our Support team for assistance.

 


 

Display issues in Internet Explorer

If some elements on the page are not displayed correctly (e.g. icons, images, print previews, etc.), your browser’s security preferences may have been intentionally set to a stricter level than normal, blocking content that doesn’t pose a risk to your computer’s security. The following instructions are for resetting the security preferences back to their default configuration.

Warning
By resetting these preferences, you will lose all custom changes previously made. Please check with your system administrator before proceeding, in case making these changes invalidates your organisation’s security policies.

 

 

Click the cog icon in the upper-right corner of the browser window, then from the drop-down click “Internet options”. A window will be displayed.

1. Click the “Security” tab at the top of the window.

2. Select the “Internet” zone from the panel near the top of the window.

3. Reset the security level by clicking “Default level”.

Repeat steps 2 and 3 with the “Trusted sites” zone.

4. Click “OK”.

 

If this doesn’t resolve the issue:

1. Restart your PC and re-open Internet Explorer.

2. Install and use an alternative supported browser (such as Google Chrome or Mozilla Firefox).