FAQs about legacy login system

This article is applicable only if you have an old login like NL123421341, SG234124123, US523453454, DE245344254, CDN1010101010 or alike!

 

Contents

How do I know if I am a legacy user? 

You used the Customer Portal before April 2016 with a username like 'NL123421341, SG234124123, US523453454, DE245344254, CDN1010101010'. 

Our Customer Care Representative's can find out for you if the account is still a legacy user.

I am logging to the new system for the first time. Which credentials should I enter?

If you are logging in for the first time, it means that you have not yet registered a user email address for your customer account. In the login screen, please enter your Customer ID and the current password. 

You can then follow the instructions for registering your email as your user login.

When entering Customer ID, prefix it with the entity. For example, if your entity is NL and Customer ID is 1010101010, you must enter NL1010101010.


I already registered my email address the first time I logged in. In future, do I need to enter my Customer ID again to login?

If you have already registered your user email address, you do not need to enter your Customer ID to login. You just need to enter the registered email address and the password you have set. 


I already have a Customer ID. Why do I need to create a new user profile?

Using the Customer ID, you can access only one customer account at a time. By creating a user profile and linking all customer accounts to a single user email address, you can view/manage all your customer accounts from a single login. It also creates the platform to introduce new features in the future. 


I have multiple Customer IDs. Do I need to create user profiles for each of them?

No, you don't need to create separate user profiles for each customer account. You can link all your customer accounts to one user email address and then access/manage them all from a single login. Please make sure you use the same user email address for each of your customer accounts, and all of them will automatically be linked.

 

Can I keep using the current password to login?

Yes, you can enter your current password. However, the password must contain at least:

  • 8 characters
  • 1 lower case character
  • 1 upper case character
  • 1 numeric character
  • 1 special character

I forgot my password and entered my email address to get the new password. Why didn't I receive any email?

If you haven't registered your email address yet, please specify the old login (eg: NL132424324) in the "Forget Password" form. A password reset confirmation will be sent to the email address known in our system.

If you have entered a customer ID and have still not received the reset password link, please check your Spam folder or try again. 


I have multiple customer accounts (Customer IDs). How do I link them to a single user email address?

Log in to each of your customer accounts with your old Customer ID and password and then follow the instructions. You will be asked to select an email as your user login for each customer account. Please make sure you use the same user email address for each of your customer accounts, and all of them will automatically be linked.


How do I change my user details and registered email address?

From the Customer Portal, click the "User Management" link to view/manage your user profile.

For detailed instructions on how to change user details, see: Updating your user profile


I am not able to set a new password. Am I not meeting any password requirement?

The password you enter must contain at least:

  • 8 characters
  • 1 lower case character
  • 1 upper case character
  • 1 numeric character 
  • 1 special character

Also, you cannot use any password that you have used before. 


Why can't I see one of my customer accounts listed after logging in?

It could be because of one of the following reasons:

  • You have not yet linked this customer account to the user email address that you are currently using
  • You have received a confirmation email but you haven't yet clicked the "Confirm" link
  • You have linked this customer account to a different user email address than the one you are logged into currently
  • If you are logged into the website, it will only show the customer accounts for the entity from which you are purchasing a product

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