Login & Access Troubleshooter
Login
From the Login page, you can log in to your Supporter or Non-profit account, using your Email address and Password.
Tick the Keep me logged in box to remain logged in when returning in a new browser session. Leave this box un-ticked for increased security, particularly if you are using a less secure or shared device.
If you have 2-step verification enabled, you will be prompted to enter a one-time passcode from your Authenticator App or sent to you by Email.
I can't log in with my email address
When attempting to log in, the system will display This account does not exist if the email provided does not have an account.
- Check the spelling of the email.
- If your email address has changed recently, try using the old one.
- If any of your team members have an Admin user account, contact them to check your account exists and to confirm your login email.
Failing this, and you believe that you have an account, please contact us and we will try to help.
Forgot password
Use the Reset Password facility from the Login page if you have forgotten your password. This procedure also applies if a password change link has expired from one of our emails.
- Click Reset Password
- Enter your Login email.
- Click Continue.
- Check your email inbox (Subject: Password reset) and click on the button/link Change my Password.
- Enter a strong New password; retype in Confirm password.
- Click Continue
- Log in with your new credentials.
I can't access my authenticator app
When you originally set up your authenticator app, we provided a backup code to be stored securely. You can use this code instead of a one-time passcode to authenticate.
If you have permanently lost access to your authenticator app, we strongly recommend that you Remove this method and go through the setup procedure again from My Account.
If you cannot access your backup code and someone in your team has an Admin user account, please contact them to Remove the Authenticator app method from your user account.
Still having problems? Please contact us.
I'm not receiving emails from Visufund
When an email is triggered to be sent from our systems, it will typically be sent within 10 seconds. However, beyond our control, recipient email systems can delay, quarantine or reject emails before it gets to your inbox. Please check the following if you are consistently having delivery problems:
- Make sure the email address we are sending to is correct.
- Check your email client spam/junk folder.
- If using an organisation email account, check with your IT team to verify that our emails are not getting quarantined or rejected. If they are, please ask them to whitelist our domain (visufund.com).