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Frequently asked questions


I cannot log in how do I fix this?

Check the following when logging in:

  • Check whether you have entered your registration number correctly.
  • Check whether you have entered the correct postcode.
  • The characters of the postcode must be entered without spaces.
  • The password is case-sensitive, so enter it accurately and deactivate Caps Lock.

If you enter your details correctly and you still cannot login, please refresh the web page and try again. Refreshing is done by pressing Ctrl and F5 simultaneously.

If you still cannot log in, contact the Customer Contact Centre.

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I have not received an email what went wrong?

There may be several reasons:

  • The registered email address is no longer properly. Check your details under My details.
  • Your mailbox is full. This could be because your email program does not delete email from the server. If you use Microsoft Outlook you can solve this as follows:
    - Go to Email Accounts in the Tools menu.
    - Select View or change existing e-mail accounts. Now select your email account and select Change.
    - Click on More Settings.
    - Deactivate the option Leave email on server under the Advanced tab. The email program will now ensure that messages are deleted from the server after they have been downloaded to your mailbox.
  • Your email account settings are incorrect.
    To set up your email you will need the following information (usually available on your provider’s website):
    - POP server name;
    - login name and password (POP);
    - SMTP server info.
  • The protection level for junk email is set too high. In Outlook, the protection level for junk email is set to Low by default. At this level most standard junk e-mail will be filtered. You can increase the protection level, but then non-junk messages may also be filtered out. All messages filtered as junk are sent to the Junk Email folder. You can check the messages in this folder whenever you like.
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How do I change my password?

To change your password, log in and go to My account. Then click on Change my password.

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Do I need to allow cookies from your website?

You need to allow cookies if you want to benefit from the full functionality of the website.

The website uses cookies to gather visitor data, such as information about the operating system and internet browser you use to view our site. We can use this information to improve our service.

You will find more information regarding cookies in our cookiestatement.

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Which software do I need to make the most of the website?

  • Use the most recent version of your browser (Internet Explorer, Google Chrome, Firefox or Safari);
  • Make sure to accept cookies (a pop-up will automatically appear requesting you to accept cookies).

Please click this link to see which browser you are currently using and to determine whether or not you are using the newest version.

Download the most recent version of your browser:

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The website is not functioning properly on my computer. What can I do?

You can contact our Customer Contact Centre. In order to help you as effectively as possible we kindly request that you provide us with the following information:

  • What part of the website are you experiencing problems with? For example: are you having problems logging in, applying for accommodations or modifying your personal details?
  • On which date and time were you experiencing the problem? 
  • Are you using a ‘regular’ computer, a tablet (Apple or a different brand) or a smartphone? 
  • Which type of browser are you using (for example: Internet Explorer, Google Chrome, Firefox of Safari)? Please click here to see which browser you are using. 

In order to help us to determine the problem more accurately we would very much appreciate it if you could send us a screenshot on which the problem is clearly visible.

You can create a print screen by pressing the Alt and Print screen buttons. Please open an empty Word document and paste the print screen into the file by using the Ctrl and V buttons. The print screen is now visible. Please safe the Word document and attach it to the contact form whilst explaining the problem you are experiencing in the comments section. 

More information on how to make print screens can be found here (Windows, Mac, iOS, Android).

You can also attach a picture of your computer screen.

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Is your question not listed? Please contact the Customer Contact Centre.

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