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I can't find my mail - Troubleshooting

If you can't find your mail in your Online Client Portal, try these steps

  1. Ensure you have the right services
    • Registered Office and Service Address services cover official government mail.
    • Business Address services cover general business correspondence from any sender other than government bodies.
    • If we receive mail addressed to your company but you don’t have the appropriate address service with us, we’ll notify you by email and hold the item for 30 days. If we don’t hear back from you within that time, the item will be safely returned to the sender.
  2. Verify how the mail has been processed
    • If you can see the item is logged but can't locate the PDF icon, this may mean the item has been posted rather than scanned and emailed to you.
  3. Double-check your account status
    • Mail handling or forwarding may be paused if your account has any outstanding invoices.
    • If you’ve been asked to complete ID checks to activate your services, please check your emails and ensure this process has been completed.
  4. Confirm details with the sender
    • Please confirm the postage details with the sender, including the date of posting and the delivery address. Also, check that the item was addressed with your company name on the envelope, as otherwise we will not be able to allocate the mail to your account.
    • The item may not have been delivered yet, or may have been sent to the wrong address. In such cases, you may need to ask the sender to reissue the item of mail.