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We have just collected some error info.

Oops - Something went wrong

There are a few common reasons you see this message.

I can't Log In


Forgotten your Password? Recover your Password here: Forgot Password? 

If you have trouble logging into your Ask-An-Agent account with your username or password, here are some things you can try.

  • Check your formatting. Usernames and passwords are case-sensitive. Be sure to use the correct capitalization, and that there are no extra spaces before or after the text.
  • Reset your password. If you forgot your password, use the Forgot Password? link on the login or sign up page.
  • If you do not have access to the email address associated with your account, please contact the Ask-An-Agent Support Team

I didn't get my activation email or confirmation email

A number of things can happen to our emails:

  • The email is still in transit. Depending on internet traffic, it can take a couple hours for emails to arrive.
  • The email is trapped by an aggressive spam filter. Please check your junk or spam folder. You may want to sign up with another email address, if you have one.
  • A firewall is stopping the email from getting through. Ensure that emails from @ask-an-agent.com.au addresses aren't being blocked.
  • Maybe you typed the wrong email address when you signed up? Yep, it happenedd to us too.

If the problem persists, please contact the Ask-An-Agent Support Team

I experienced a payment error

When using the online payment facility, your bank may need up to 2 minutes to process your credit card payment. The time depends on your banks gateway.

For security reasons you must not press the Back or Refresh button of your browser during this process.

You will receive a confirmation message on screen and by email after your payment was successful.


If you see the same payment error again

  • Please verify that your credit card is correct.
  • Please ensure that your billing address is filled, and your zipcode matches the billing address.
  • Ensure your CVV is correct. The CVV for American Express card is a 4 digit number. For other cards this is a 3 digit number.

If the problem persists, please contact the Ask-An-Agent Support Team

Take a note of the error message. It will help Ask-An-Agent to diagnose the problem.


If you see a " Do Not Honor" or "Card Declined" error

"Do Not Honor" and "Card Declined" are generic default bank-generated responses.

This means your bank is not validating the funds for transfer. This error can occour for a variety of reasons including:

  • incorrect password,
  • purchasing restrictions or limits for a single transaction,
  • insufficient funds,
  • incorrect expiry date or
  • daily limits for single online-payments.

There is nothing we can do except to ask you to contact your bank. Often the matter is one that can be easily explained by your bank.

If the problem persists, please contact the Ask-An-Agent Support Team  for alternative payment methods.