Quick answer
Use Forgot your password on the InfoTrack login page to reset it, then clear your browser cache and allow pop-ups for the InfoTrack site. Double-check you're using the right InfoTrack account for your firm. If it says locked, wait a few minutes or contact InfoTrack support to unlock it.
WHY IT HAPPENS
Usually the password or the browser — not InfoTrack.
InfoTrack runs in the browser, so a saved password that's since changed, a corrupted cached session, or a pop-up blocker can all stop you signing in even when everything looks fine. A few other things trip people up too: entering credentials on the wrong regional login page, using an old account after a staff change, or a lockout triggered by repeated failed attempts. Work through the list below before assuming it's an outage.
THE FIX
Work through these in order.
- Reset your passwordOn the InfoTrack login page, click Forgot your password and follow the reset email. Set a fresh password and sign in with it — don't rely on a browser-saved one that may be out of date.
- Check you're on the right login page and accountMake sure you're at the Australian InfoTrack login (auth.infotrack.com.au) and using the username tied to your firm. After staff or account changes, people sometimes try an old or personal account by mistake.
- Clear your browser cache and cookiesA stale session is a common cause of sign-in loops. Clear cached files and cookies for the last hour, close all browser windows, reopen and try again. Signing in from a private/incognito window is a quick way to test this.
- Allow pop-ups for InfoTrackInfoTrack opens some steps in a new window. If pop-ups are blocked, sign-in or verification can silently fail. Click the pop-up-blocked icon in the address bar and always allow pop-ups for the InfoTrack site.
- Check the account isn't lockedSeveral wrong password attempts can temporarily lock the account. Wait a few minutes, then try again with the correct password. If it stays locked, your firm's InfoTrack administrator or InfoTrack support can unlock it.
- Update your browserAn out-of-date browser can break the login page. Update Chrome or Microsoft Edge to the latest version and try once more — this clears a surprising number of odd sign-in errors.
- Confirm InfoTrack isn't having an outageIf your details are correct and nothing works, check whether InfoTrack is reporting a service issue on its status page, or ask a colleague if they can log in. A wider outage is out of your hands — wait it out or contact InfoTrack support.
Getting login details for the first time — or recovering a forgotten username — usually needs a written request from your work email address or your account administrator, after which InfoTrack confirms your credentials with your office directly. It's a security step, not a fault. If your whole team keeps getting locked out, that's worth a look from your IT provider.
