Frequently Asked Questions
Environment / Setup
Which browsers do you support?
- 1] Internet Explorer 11 or greater on Windows 7 or later
- 2] Firefox 33.1 or greater on Windows 7 or later
- 3] Chrome 39 or greater on Windows 7 or later
- 4] Safari 6.1.6 or greater on MacOS 10.7 or later
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
What rules do Royalty Window Passwords follow?
- 1] Must be between 7 and 30 characters in length
- 2] Must include at least 1 upper case letter
- 3] Must include at least 1 number
- 4] Must differ from the Current Password
- 5] Must differ from the Account ID
- 6] Must not contain consecutive repeated characters
- 7] Must contain no more than 2 occurrences of the same number
For a user whose Account ID was robinson;
St3wart is a valid Password, but
universal12 wouldn't be allowed.
Why do I receive an e-mail notification when my I change my Password?
We will always notify you when your password has been changed. This is a security practice used by many secure sites to help safeguard against account hijacking. If you receive a password change e-mail but you did not make the change, contact your account manager immediately.
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 5 Password attempts before we lock the account. Before using up your 5 Password attempts we recommend that you click "Forgotten Password" and submit a new Password request. If your account is locked then please contact your Account Manager.
Why am I asked to enter a Security Word?
When you forget your Password we need to validate who you are. To do this we ask you for your security word when a password reset is requested. Once you have entered the correct security word we will send a new password link to your registered email address which you can follow to login. If you enter the wrong information 5 times we will lock your account in case an unauthorized party is attempting to access your account.
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 separate tabs for multiple accounts at the same time.
When is Royalty Window Unavailable?
The system is occasionally unavailable during necessary system maintenance. We endeavour to minimize any disruption, but if the system is unavailable for any reason, please contact your account manager.