Portal FAQ

Welcome to the FAQ page. Here we will try to answer your most common questions about this feature.  If you cannot find your question from the list provided, please leave a comment at the bottom of the page in the ‘Comment’ section with your relevant question and we will update the list if applicable.

Forgot your password?

If you have forgotten your password click on the link below in the Login Page 

Follow the prompts.

You will need to have access to your email and mobile.

Forgot your email or can’t find it in your inbox? Changed your mobile phone number?  Contact your Portal Administrator.

License Expiry

In the event of your license lapsing or expiring due to non-payment, access to Wisenet will be suspended.  In this case your Wisenet Portal settings may be lost and require resetting when your account is settled and access restored

We will store your data as usual.  We will not delete your data except by arrangement, in accordance with our policies, or where your organisation’s contract with Wisenet has been terminated and completed.

What is the process for User Authentication in Wisenet?

A person (or persons) at each organisation with a Wisenet Portal security level of “Principal User” is responsible for the initial creation of each user account and then sending each user an invitation email which they must accept via a 2-factor authentication process in order to access any applications. The Principal User also determines the level of access a user will have within the application. The two authentication factors are:

  1. the user’s email address and
  2. mobile telephone number.

During the authentication process, the new user must confirm their email address and mobile telephone number to ensure it matches the information set by the Portal Administrator. A one-time security code is sent via SMS to the user’s mobile telephone number which must be input during the authentication process. Should any of these pieces of information be incorrect or not available, access will not be granted.

I want to invite someone who doesn’t have a mobile number

You will still need to specify a mobile number of someone that the user can easily contact. When they are going through the invitation process they just need to be on the phone with the owner of that mobile phone to get the code that will come through on that other mobile number. You’ll probably want to tell the invitee about all this in advance of sending the invitation.

A User has changed their mobile number and now can’t receive their 6 digit pin to login.

Mobile phone numbers and emails cannot be modified by the Portal Administrator and can only be edited by the User or by Wisenet.

  • Portal Administrator will need to log a support ticket with Wisenet and provide details of the User include Username, email and new mobile number.
I have sent a New User invitation but they haven’t received an email.

Please check the junk mail and if your organisation has any firewalls that may prevent the email from going through. Try again. If this still does not work send the invite to another email address and the User can change their email address once they have logged in.

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