Frequently Asked Questions

Why does my username and password not work when accessing my Documents?

This section of our site should not ask you for your username and password and no matter what you enter it will say that the password is incorrect. To resolve this problem please take the following steps:

Which Browser are you using?

• Internet Explorer
• Firefox
• Google Chrome

Internet Explorer

1. Go to 'Tools' on the top menu bar of your browser. Select 'Internet Options' then 'Privacy'. Click on 'Sites'.
2. Enter Computershare.com in the address of website field and click 'Allow'
3. Computershare.com will appear in the list of Managed Websites below. Click 'Ok'.
4. Click OK and then reload the page.

If this fails to resolve the problem after the reload, delete the 'cookies' and restart the browser. To delete the cookies go back to 'Tools' and click on 'Delete Browsing History'. In the 'Cookies' section click on 'Delete Cookies'.

FireFox

1. Go to Tools > Options (on a Mac, go to Firefox > preferences) and then Privacy. From the drop down click use custom settings for history.
2. Click exceptions Type in gv-uk.computershare.com and click allow.
3. computershare.com will appear in the site list below. Click 'Close'.
4. click OK on the options window and then reload the page.

If this fails to resolve the issue after the reload, delete your temp files/cookies and restart the browser. To delete your temp files/cookies go back to 'Tools' and select 'Clear recent History'. Select 'Everything' form the drop down menu and click on 'Clear Now'.

Google Chrome

1. Click on the Spanner Icon in the top right hand corner of the browser window and select Options
2. In the left hand Options menu select Under the Bonnet then Content Settings.
3. Under the Cookies section select Manage Exceptions
4. Type Computershare.com into the Hostname Pattern