| Question | Answer |
| I haven’t received my activation email |
Check your junk/spam folder as the email may have gone there. Check that you haven't made a mistake when entering your email address. |
| I haven’t received my forgot password email |
Check your junk/spam folder as the email may have gone there. If you are sure you have registered before, check your email address has been entered correctly and try once again. If you still don't receive the email will need to contact Grant Toolbox support. It may be that your account is using a different email address or has been de-activated. |
| I can’t remember my password | Follow the instructions for Resetting a forgotten password. |
| I have registered an account for another organisation that uses Grant Toolbox. Can I use the same account? | Unfortunately, you can’t use the same account between funding organisations and will need to register again. |
| I need to change the organisation that my account is linked with | You will need to contact Grant Toolbox support to get assistance with changing your organisation. |
| What if I belong to 2 different organisations but use the same email address | It may be possible to link your account to multiple organisations. Contact Grant Toolbox support for assistance. |
| I get an 'Invalid session' error when I log in or try to access my application and I am then logged out |
Grant Toolbox requires you to have a stable internet session. Sometimes your ISP (Internet provider) may switch your IP address too frequently for this to happen. We have seen issues particularly with users that use Dodo for their Internet and some government departments. A workaround is to turn Wi-Fi off from your phone and then hotspot to the phone connection. Wi-Fi must be turned of for this to work. You will need to contact your ISP to see if they can resolve the issue for you. |
| When I log in I can’t see any applications |
Check that you have logged into the correct Grant Toolbox link. Eg. This will be one of the following formats https://portal.granttoolbox.com.au/welcome/<organisation> You should also see the organisation logo in the top left corner |
| I am getting a captcha error | This usually occurs if you enter an incorrect password too many times. Ensure you are using the correct email and password for your account. |
Frequently asked questions - Registration and user management
