Troubleshooting

Solutions to common issues you might encounter while using DSX.

Login Issues

Can't log in

• Check your email address - Make sure you're using the same email you registered with
• Reset your password - Click "Forgot Password" on the login page
• Clear browser cache - Old cookies can cause login issues
• Try a different browser - Some browser extensions can interfere with login

Account locked

Accounts are temporarily locked after multiple failed login attempts. Wait 15 minutes and try again, or contact support for immediate unlock.

Session expired

For security, sessions expire after 24 hours of inactivity. Simply log in again to continue.

Email Issues

Not receiving verification email

1. Check your spam/junk folder
2. Add noreply@dsx.org.au to your contacts
3. Wait 5 minutes and check again
4. Request a new verification email from the login page

Email bouncing

If your email is bouncing:

• Verify the email address in your profile is correct
• Check your mailbox isn't full
• Contact your email provider if issues persist

Profile Issues

Can't find my organisation

• Try different search terms (trading name vs legal name)
• Search by ABN or NDIS registration number
• Contact support to have your organisation added

Profile claim rejected

Common reasons for rejection:

• Email domain doesn't match organisation
• ABN verification failed
• Profile already claimed by someone else

Check your rejection email for specific details and next steps.

Can't edit my profile

• Ensure you're logged in with the account that claimed the profile
• Check if previous edits are pending review
• Verify your profile claim is approved

Search Issues

No results found

• Broaden your search terms
• Remove some filters
• Check spelling of search terms
• Try searching by location only

Results seem wrong

• Clear all filters and start fresh
• Check that filters match what you're looking for
• Report incorrect provider information using the Report button

Technical Issues

Page not loading

1. Refresh the page (Ctrl+R or Cmd+R)
2. Clear browser cache and cookies
3. Try a different browser
4. Check your internet connection
5. Check if DSX is having service issues

Features not working

• Ensure JavaScript is enabled
• Disable browser extensions temporarily
• Try incognito/private browsing mode

Mobile display issues

• Rotate your device to landscape mode
• Ensure your browser is up to date
• Try the desktop version if issues persist

Still Need Help?

If you've tried the solutions above and still need assistance:

1. Check the FAQ
2. Contact our support team

When contacting support, please include:

• Description of the problem
• Steps to reproduce the issue
• Browser and device you're using
• Screenshots if applicable