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Troubleshooting Account Sign-Up Issues

Having trouble creating an account, don’t worry—these quick steps usually fix the problem.

Updated this week

If you’re having technical trouble creating an account, don’t worry—these quick steps usually fix the problem. Try them in order, and check if you can sign up after each one.

How to Resolve Technical Issues when Creating an Account

Step 1. Clear Your Browser History (Cache and Cookies)

Refreshing your browser by clearing cache and cookies can often fix issues. The steps required vary according to which browser you're using. We've outlined instructions below for the desktop versions of Chrome, Microsoft Edge and Firefox.

Chrome

Edge

Firefox

  1. Click the three dots in the top right corner.
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  2. Select More tools > Clear browsing data.
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  3. Set the time range to All time.
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  4. Tick Cookies and other site data and Cached images and files.

  5. Click Clear data.

  6. Restart your browser and try signing up again.

  1. Click the three horizontal dots in the top right corner.
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  2. Choose Settings > Privacy, search, and services.
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  3. Under Clear browsing data, click Choose what to clear.
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  4. Tick Cookies and other site data and Cached images and files.
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  5. Choose All time and click Clear now.

  6. Restart your browser and try signing up again.

  1. Click the three lines in the top right corner and choose Settings.

  2. Go to Privacy & Security.

  3. Under Cookies and Site Data, click Clear Data.

  4. Tick both options and click Clear.

  5. Restart your browser and try signing up again.

Step 2. Open a Private or Incognito Window

Using a private or “incognito” window keeps browsing separate from your saved history and extensions.

Chrome

Edge

Firefox

  1. Click the three dots (top right).

  2. Select New Incognito Window.

  3. A dark window will open

  4. Try signing up again in the incognito window.

  1. Click the three dots (top right).

  2. Select New InPrivate Window.

  3. You’ll see a window marked “InPrivate”

  4. Try signing up again in the InPrivate window.

  1. Click the three lines (top right).

  2. Select New Private Window.

  3. A purple mask icon appears

  4. Try signing up again in the New Private window.

Step 3. Clear DNS Cache if Using Chrome

If you're using Chrome, clearing the DNS cache forces your browser to forget old records and fetch fresh website information.

Chrome

The following step applies only if using Chrome.

  1. Type chrome://net-internals/#dns in the address bar.

  2. In the Domain box, enter atdw-online.com.au.

  3. Click Clear host cache.

Step 4. Turn off Browser Extensions

Browser extensions can sometimes interfere with websites and cause unexpected errors. Extensions are small add-ons that customise how browsers work, but they can lead to buttons not working, pages failing to display, login trouble, or other glitches.

Chrome

Edge

Firefox

  1. Click the three dots in the top right corner.

  2. Go to More tools > Extensions.

  3. Find the extension you wish to turn off.

  4. Toggle its switch to the left—the oval turns grey, showing it’s disabled.

  5. After turning off extensions, refresh your browser and try signing up again.

  1. Click the three dots in the top right corner.

  2. Select Extensions, then Manage extensions.

  3. Toggle the switch next to any extension you want to turn off—the oval turns grey if disabled.

  4. After turning off extensions, refresh your browser and try signing up again.

  1. Click the three horizontal lines in the top right corner

  2. Choose Add-ons and themes.

  3. In the left sidebar, select Extensions.

  4. Toggle the switch beside the extension you want to turn off—the switch turns grey when disabled.

  5. After turning off extensions, refresh your browser and try signing up again.

Step 5. Try a Different Internet Connection

Some workplace networks may block certain services or websites, or have security/firewall settings that interfere with online forms and account creation. So try switching from say, office WiFi to mobile data—or using any different network—and try signing up again.

Step 6. Check your computer’s date and time

Our platform relies on accurate time—if your device’s clock is wrong, you might get errors or be unable to sign up.

Windows 11

MacOS (Ventura or later)

  1. Click the Start menu and open Settings.

  2. Select Time & language, then go to Date & time.

  3. To set automatically, turn on Set time automatically.

  4. To set manually, turn off Set time automatically, then click Change beside “Set the date and time manually” and enter the correct date and time.

  5. Refresh your browser and try signing up again.

  1. Click the Apple menu in the top left corner, then choose System Settings (or System Preferences on older versions).

  2. Scroll down and click General, then Date & Time.

  3. To set automatically, turn on Set time and date automatically.

  4. To set manually, turn this option off (and unlock settings if prompted), then set the date and time fields as needed.

  5. Refresh your browser and try signing up again.

Step 7. Turn off VPN or Proxy

If you use a VPN or proxy, turn it off temporarily if possible.

Step 8. Ask for help

After trying these steps, if you still can’t sign up, contact your IT team or reach out to us for further help.

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