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Troubleshooting

What information do the Login screens need?

It says “Sorry, wrong (something)”

It says “Cannot validate your access”

It just goes back to the Login screen


What information do the Login screens need?

To log into MyRecords, you need:

  • your Customer Number,
  • your Post code, and
  • one or two other pieces of information.

Your MyRecords Customer Number and postcode appear on all Licensing and Accreditation letters from Roads and Maritime Services (RMS). The other pieces of information - Driver Authority Number plus Date of Birth, Operator Number or Vehicle Rego Number - you should already have. If you can’t find them, or are new to MyRecords, please Contact Licensing and Accreditation so we can help you out.

It says “Sorry, wrong (something)”

MyRecords found the Customer Number, but the value you gave is not what we have on record for that customer.
For example, customers sometimes do not advise RMS when they change address (no, telling RMS (the old RTA) is not sufficient) so we may still have your old postal address on file. In this case, please Contact Licensing and Accreditation so we can check and/or correct our records.

It says “Cannot validate your access”

MyRecords has suffered an internal error, and that is not your fault. It may get over it by itself (try again in a little while), but it will probably need RMS’s technical people to have a look at it, so you may not be able to log in until they do. Sorry.

It just goes back to the Login screen

We have had several reports from customers using Internet Explorer 7, saying that they complete the login details, and MyRecords just goes back to the login screen. We recommend first trying another computer (say, at the Library or an Internet Cafe), to see if your Internet Explorer or Windows settings are stopping access to MyRecords. All customers so far have had success when they log in on another computer.
You could also download and install a different, standards-compliant, web browser. We suggest (alphabetically):

  • Apple’s Safari web browser
  • Google’s Chrome web browser
  • Mozilla’s Firefox web browser
  • Opera’s Opera web browser