|  | | End User | I don’t know what I am doing wrong I keep getting "The password could not be changed. The password-answer supplied is wrong". I know the answer to my password recovery question but it doesn't work whether I capitalised the first letter or not. I tried putting in 6 character password as instructed. Am I missing something? | User may have two different accounts, both are activate. If message says that no account could be found with this address ask user to sign in via the NU Account/REACH Laptop link | 1. If user has two accounts get them to double check password matches the right account.
2. If user has a REACH Laptop they do not need to sign in with username and password > use the link 'Sign in using NU Account/REACH Laptop Link. | 04/08/2020 |
| | | End User | The link for COI Cooperation portal in the mail doesn't work anymore? Can you send new like so I can Register? | After 2 months all invitations expire. Contact Your site Owner/admin team asking to register. | 1.User to contact Local Site administration Team to verify and send out a new invitation
2. Can take up to 24 hours for new accounts to be activated | 23/06/2020 |
| | | End User | Can you please tell me why my registration has been denied? | Your request to the COI Cooperation Portal was rejected on your email address. | New Users to only register with Official Military/Government email address
Public email services [Gmail/AOL/Home Internet Provider etc.] will not be accepted. | 16/06/2020 |
| | | End User | I forgot my password and now my account is locked out. Can you please activate it? | Email the COI Support Team | Email the COI Support team requesting your account to be unlocked | 12/06/2020 |
| | | End User | I want to login to the COI portal, but I have forgotten my username | Your username is your official email address or Sign via NU account/Reach laptop Link | Type in ONLY email address & Password or click on the NU account/REACH Laptop link | 29/05/2020 |
| | | End User | Seems that I already have an account but if so, forgot password and security question comes always back wrong. | If users have an NU account/REACH Laptop: click "Sign in here with NU account/REACH laptop" | 1. User to click "Sign in here with NU account/REACH laptop" | 28/05/2020 |
| | | End User | I have put user name/email address and password but the system reply “Invalid user name or password." | Check you are entering the correct email address.
NOTE: copy & paste introduces new errors, after data is copied it’s usually modified to suits its new location.
| 1. Close website & reopen to reset/clear field boxes
2. Type in email address & Password 3. Contact COI Support Team, with the error message you are displayed with to help resolve your issue | 27/05/2020 |
| | | End User | I am attempting access Portal which I have registered for. All links are requesting me to send a page access request. Is this normal or is there an issue? | Yes, it is normal as a NATO/NATO Nations user all have access to the COI Cooperation Portal. To access a each sites Users are requested to add short description to activate the Access request button to site. Each Site Owner will either accept/decline your request | 1. User to navigate to a site
2. Add overview for their access to the site
3. The access request button will then become activate
4. Your request will be pending on Site Owner to accept/decline. | 27/05/2020 |