We're sorry to hear this. As a first step, double-check that you have an account with us.
If you receive emails from us, this does not necessarily mean you have an account with us, you may only be subscribed to our loyalty program, Aquila+.
If you have created an account with us, that means you are an account holder. It's important to note that these are not the same.
1. As a first step in trying to fix this issue, we suggest double (and triple) checking your details. The password is the one you set up when opening your account.
2. If you're still having difficulty, we suggest clearing your cookies, using another browser or using another device.
3. Resetting your password may also help you sign in - when prompted to put in your details, click the 'Forgot Password?' link and enter your email address. You'll be sent an email with instructions on how to reset your password. Keep an eye on your spam and junk folders as the email may end up there.
If you continue to experience difficulties logging into your account, please contact our customer service team at firstname.lastname@example.org, via live chat or by calling 1300 427 845.