Portal Access Troubleshooting

• Portal Access Troubleshooting
• • Joining the Customer Portal
  • Logging in to the Customer Portal

You may still have questions that others have asked before!

Joining the Customer Portal

I am a new customer. How do I sign up for the Customer Portal?

Welcome aboard! To set up the first Customer Portal account for a new customer, you need to contact your local Datamine Support Representative. They can make sure that the email address you intend to use to access the portal is registered and associated with your organisation. After that, you can Sign up for the Customer Portal, and after your registration is approved, Log into the Customer Portal as a Site Administrator.

As a customer Site Administrator, you can approve other users of your own site.

I would like to sign up but I do not have a company email account, only a generic account. Can I still sign up?

Yes, you can, but you will need to contact your local Datamine representative to ensure your email address is associated with an organisation with an active maintenance agreement in place. This must be done before you go through the Sign up for the Customer Portal process. After Datamine confirms your account is registered, you can sign up and log in either to an existing site or a new one. (If you are the first user of your organisation to sign up, see above.)

Logging in to the Customer Portal

My corporate email address has changed. How can I log in now?

A change of corporate email address should be notified to your local Datamine Support representative so our records can be updated. Once that is done, you will need to Sign up for the Customer Portal again with your new email address.

I cannot see my company name in the list when logging in for the first time. Why?

This commonly happens if the email address you used to sign up cannot be resolved to a particular organisation, or has not been used previously to sign up by other members of your organisation.

In this situation, contact Datamine to register your generic or unrecognised email address and associate it with the right company before you proceed.

I keep seeing "Thank you for signing up" instead of logging in. Why?

This message appears if you have successfully registered for the Customer Portal and an account has been created, but has not yet been approved by your site administrator. If you are signing up as the first person in your organisation, you will need to contact Datamine Support and request that your account is activated and promoted to Site Administrator level.

Note: Each customer must have at least one activated Site Administrator. This is because a Site Administrator is responsible for activating your account after you Sign up for the Customer Portal.

I am using a shared computer and I am automatically logged in with the wrong credentials. What can I do?

The Customer Portal stores credentials locally via a process called 'caching'. These cached credentials can be removed using your browser's cleanup routines (this differs between browsers, but typically appears in your browser's history options). Clear out cached passwords and form details and close the browser. Reopen it and you can provide your own credentials.

Note: If you share a computer with other users, we recommend that you use a private browser session to access the portal. Microsoft Edge browser offers an 'InPrivate' window when you right-click its icon on the taskbar. For Google Chrome, the feature is called an 'Incognito' window.

I am trying to log in and I see an "E1000" error. Why?

E1000 indicates that your sign-in email address is not recognised by Datamine. This is either because you are, as yet, an unregistered customer or are using a generic email address that has not been associated with a customer account. In either case, you will need to contact your local Datamine representative in the first instance.

I have just registered to use the system, and have been approved by my administrator, but I am seeing an "E1004" error. What does this mean?

This means that your account exists and has been approved, but has not been activated by Datamine. This can happen if you are the first person in your organisation to sign up to the Customer Portal. Commonly, this issue is resolved by refreshing your browser; however, if the problem persists, contact your local Datamine representative who will be able to complete the activation process and open up your account for signing in.