Technical support

This page contains information about supported browsers and what you can do if you haven't received an email, get a warning message or have a payment error.

If the information below doesn’t help you, you can report a technical issue to us by logging the incident or contact us for assistance.

If you have the PPSR open in more than one internet browser session, it may cause issues with using it. If you get the following error, close any additional PPSR sessions you may have open in your browser and select either Home (to go to PPSR home page) or Recover (to return to where you were).

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I'm getting the error message but the PPSR isn't open anywhere else

This may be due to cookies and cache on your device or computer. Try the following steps:

• Close all your internet browsers.
• Clear your cookies and cache from your internet browser.
• Reopen your browser and navigate back to the PPSR.

You’ll get PPSR notifications from the email address notifications@ppsr.gov.au. Each PPSR notification will usually have just one PDF attached.

If you haven’t received an email from the PPSR, you should first run the checks below. If those don’t work, log an incident and we'll investigate it for you.

1. Check your email address and internet

First of all, make sure:

• your internet is working
• you’ve entered the right email address - check all spelling and characters.

If you're not sure the email address is correct, you can test it by:

• Sending a test email to the email address you entered into the PPSR. Check to see that it arrives.
• Sending a test email from another digital device – for example, your phone or tablet. Check to see that it arrives.

2. Check your junk mail

Have you checked your email's junk or spam folder? If your PPSR emails are being sent to junk mail and you're using a personal email, you can usually change the settings in your email provider to make sure it goes to your inbox.

If you're using a work email where you can't change the settings for junk mail yourself, you may need to check with your IT administrator.

3. Talk to your internet service provider (ISP) or IT administrator

Ask your ISP or IT administrator whether anything could be blocking the email. Also ask them to make sure that notifications@ppsr.gov.au isn’t marked as spam.

It’s important to keep your web browser up to date. If you’re getting a warning message when you visit the PPSR, it’s probably because your browser isn’t up to date or the PPSR doesn’t support the browser you’re using.

The PPSR supports:

• Microsoft Edge
• Mozilla Firefox
• Google Chrome
• Safari.

Pages

If pages aren’t displaying properly, it might be because you need to clear or bypass your browser cache or clear your browser cookies.

For more information see Wikipedia: bypass your cache or search online for instructions.

Documents

If a document isn’t displaying, you might need to disable your browser’s pop-up blocker. Search online for instructions on how to disable pop-up blockers.

If you’ve tried to make a payment on the PPSR and it didn’t work, you might have seen one of these messages:

• Error in payment processing, you may have been charged. Please contact your financial institution.
• Error in payment processing, you have not been charged. Please contact your financial institution.
• Unauthorised to view this page.

The first thing you need to do is check your bank account to find out if you were charged for the transaction.

Once you know if you were charged or not, follow the instructions below.

If you were charged

If you were charged and believe you are entitled to a refund, email us at enquiries@ppsr.gov.au.

In your email, provide the following information:

• a description of the issue - including the error message you saw
• the transaction type (what you were trying to do on the PPSR) and amount
• the time and date of the transaction
• your PPSR account number - if you have one
• whether or not you use Kaspersky Internet Security Safe Money software*
• your contact phone number.

Also provide details of the credit or debit card you used including:

• the full name on the card
• the first 6 digits and last 3 digits on the card
• the expiry date on the card.

Once we get your email, we’ll investigate the issue and review your request for refund.

*If you use Kaspersky Internet Security Safe Money software you might have problems making payments on the PPSR. To make sure this doesn’t happen again, add the URL https://transact.ppsr.gov.au to Safe Money and select ‘Do not run Protected Browsers’ or contact us.

If you were not charged

Reasons why you might have got an error message include:

• there are insufficient funds - check with your bank or financial institution.
• there’s a restriction on using your credit card online - check with your bank or financial institution.
• the PPSR doesn’t support your payment method - accepted cards are MasterCard, VISA and American Express.

Check that you have enough funds, your credit card is working and you’re using an accepted credit or debit card.

If you are an account administrator and need assistance, see help for administrators.

If you've forgotten your username or the answers to your secret questions, you need to contact your account administrator.

More information about how to reset your PPSR account password and unlock your account can be found on Your PPSR account password and secret questions.

If you’ve tried the checks above and you’re still having problems, report the issue to us by logging the incident.

To report an issue:

• Fill out the PPSR Web UI Incident Report Form below
• Save the form
• Email it to enquiries@ppsr.gov.au
• Include ‘WEB UI Incident’ in the subject line of your email.

We’ll look into the issue and get back to you as soon as possible.

B2G users

If you access the PPSR through the Business to Government (B2G) see Troubleshooting B2G accounts for help resolving common technical issues.

If you weren't able to resolve the issue, follow the steps below to report an incident:

• Fill out the PPSR B2G Incident Report Form below
• Save the form
• Email it to enquiries@ppsr.gov.au
• Include ‘B2G Incident’ in the subject line of your email.

We’ll look into the issue and get back to you as soon as possible.