Frequently Asked Questions
Contents
Environment / Setup
Which browsers do you support?
We Support:- 1] Internet Explorer 6 or greater for Windows XP and Windows Vista
- 2] Firefox 3 or greater on Windows 2000, Windows XP and Windows Vista
- 3] Safari 3.0 or greater on MacOSX
- 4] Firefox 3 or greater on Linux based systems
For browsers on Windows we recommend that you use "kiosk mode" (press F11 while using the browser) to maximise viewing space.
Account Id Related Questions
Can I change my Account ID?
No. For security reasons Account IDs are automatically generated and cannot be changed
Password Questions
What rules do Royalty Window Passwords follow?
- 1] Password characters can use the letters a-z (in upper and/or lowercase) or the numerics 0-9.
- 2] Password must be between 7 and 12 characters in length
- 3] Contain at least 5 letters and at least 1 number
- 4] Passwords must contain at least one number (i.e at least one numeric character).
- 5] Not contain more than 2 of the same characters
- 6] Passwords do not expire.
- 7] Cannot contain your Account ID or Account Name
- 8] Cannot be any of your previous 5 passwords
For a user whose Account ID was robinson;
St3wart is a valid Password, but universal12 wouldn't be allowed.
Why are Passwords so difficult?
Our Password rules are designed to be simple to use, but hard enough to keep your data safe. Allowing easier Passwords means that it is also easier for other people to access your account, so we don't allow it.
Why has my Account been 'Locked'?
To keep data secure we allow 3 Password attempts before we lock the account. Before using up your 3 Password attempts we recommend that you click "forgotten Password" and have a new Password sent to your email address. If you account is locked then please contact your Account Manager.
Security Questions
Why am I asked to enter a Security Answer?
When you forget your Password we need to validate who you are. To do this we ask you for an answer to your security question. If you fail the question 3 times we will lock your account incase it is an unauthorized party attempting to access your account. Once you have answered the question correctly we will send a new Password to your registered email address which you can then use to login.
Multiple accounts
When using multiple tabs in a browser, and accessing two different accounts, I get information from one account appearing in the other tab, why?
Royalty Window is designed to be used for a single Account ID at a time. Please don't use seperate tabs for multiple accounts at the same time.
System Availability
When is Royalty Window Unavailable?
The system is unavailable Daily between 03:30 - 04:00 GMT between October to March, and 05:30 - 06:00 GMT between April to September.
In addition, at weekends the system is not available between Sunday 01:00 to 10:00 GMT.