Message from the Chief Commissioner

Our Services

Troubleshooting the eServices Portal

Release date: Wed 28 June 2017

Last updated: Thu 19 April 2018

Information on this page has been developed by the Licensing and Regulation Division to assist users experiencing technical problems with the eServices Portal.

If you are unable to resolve technical issues with the eServices Portal, please contact the Licensing and Regulation Division.  

Site Access

  1. I can't access the eServices website.
  2. I can't register for a portal account.
  3. I haven't received my activation code. Can you send it to me again?
  4. I created an account but can't log in.
  5. I've forgotten my password. Can/how do I reset it?
  6. I've forgotten my login . Can/how you reset my login?
  7. The portal account won't accept my email address.

 Portal Management

  1. I can't find where to update my personal/contact information.
  2. How do I deactivate my account?
  3. I have registered for an individual account. How do I access business application forms?
  4. I have registered for a business account. How do I access individual application forms?
  5. I need to register for another account but I only have one email address.
     

Application Management

  1. How do I upload supporting document to my application?
  2. I can't find my renewal application form in my eServices portal.
  3. I have not received a copy of my application summary. Can you send it to me again?
  4. How can I fix an error in a form I have submitted through the portal?

Forms

  1. I am looking for a private security business licence/registration form but can't find it in the form menu.
  2. I am looking for a private security individual licence/registration form but can't find it in the form menu.
  3. I can't find the form I am looking for.
  4. Where can I access my completed forms?
  5. How do I fix a mistake on an application I have completed?

  

Site Access

1. I can't access the eServices website.

The forms are supported on the following browsers and devices:

Desktop Browser Support

  • Apple Safari - current version
  • Google Chrome - current version
  • Microsoft Edge - current version
  • Microsoft Internet Explorer 11.0
  • Mozilla Firefox - current version

Mobile Device Support

  • Apple iOS 7 or later
  • Google Android version 4 or later devices
  • Microsoft Windows 8.1 or later devices

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2. I can't register for a portal account.

  • Do you meet the eligibility requirements?
  • Does your password consist of at minimum; 10 characters, contain both letters and digits, contain a special character and at least one lower case letter and at least one capital letter.
  • Have you previously used the same email account for an eServices portal account?
  • Have you received your activation code?

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3. I haven't received my activation code. Can you send it to me again?

  • Check your email spam folders
  • You can resend the activation code yourself by clicking the 'Resend Activation Code' button.

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4. I created an account but can't log in.

  • Check you have entered your login name and password correctly 
  • Your login name is the email address you used to register your account
  • Your password is specific to the eServices portal and may not the be same as the password you use to access your email
  • If you recently updated your email address via the portal it will have automatically updated your login

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5. I've forgotten my password. Can/how, do I reset it?

  • You can reset your password from the eServices portal homepage using your login details

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6. I've forgotten my login . Can/how I reset my login?

  • Your login name is the email address you used to register your account
  • If you have updated your email address via the portal it will have updated your login

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7. The portal account won't accept my email address.

  • The email address has already been used to register a portal account or is incomplete

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Portal Management

1. I can't find where to update my personal/contact information.

  • You can only update your phone number and email address on the portal
  • All other changes must including name or address changes be made in writing via email to licensingregulation@police.vic.gov.au

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2. How do I deactivate my account?

  • Account deactivation can only be completed by the Licensing & Regulation Division
  • Please email licensingregulation@police.vic.gov.au from your nominated email address and request the deactivation. 

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3. I have registered for an individual account. How do I access business application forms?

  • You cannot access business licence or registration application forms from an individual portal account
  • To access business licence or registration application forms you will need to register for a new business portal account using an email address that is different to the email address you used to register your individual portal account
  • If you do not have another email address and want to change your portal account from a business account to an individual account you will need to contact the Licensing and Regulation Division

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4. I have registered for a business account. How do I access individual application forms?

  • You cannot access individual licence or registration application forms from a business portal account
  • To access individual licence or registration application forms you will need to register for a new individual portal account using an email address that is different to the email address you used to register your business portal account
  • If you do not have another email address and want to change your portal account from a business account to an individual account you will need to contact the Licensing and Regulation Division

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5. I need to register for another account but I only have one email address

  • You will need to create a new email address

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Application Management

1. How do I upload supporting document to my application?

  • Supporting document cannot be uploaded to the eServices portal
  • You must send all supporting document with a copy of your completed application

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2. I can't find my renewal application form in my eServices portal?

  • Renewal applications are not available on the eServices portal
  • Renewal applications will be sent via post to licence/registration holders listed postal address eight weeks before the expiry of their current licence

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3. I have not received a copy of my application. Can you send it to me again?

  • Check your span or junk email
  • You did not save a copy of your application or have not received an email copy contact the Licensing & Regulation Division on 1300 651 645.

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4. How can I fix an error in a form I have submitted through the portal?

  • Once you have submitted an application electronically, you are unable to change the information submitted through the portal
  • If you need to changes to the hardcopy application, please do so with black or blue pen and initial every change.

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Forms

1. I am looking for a private security business licence/registration form but can't find it in the form menu.

  • Check what type of account you have registered for
  • You cannot access business licence or registration application forms from an individual portal account

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2. I am looking for a private security individual licence/registration form but can't find it in the form menu.

  • Check what type of account you have registered for
  • You cannot access individual licence or registration application forms from a business portal account.

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3. I can't find the form I am looking for.

  • The only forms currently available on the eServices Portal are new individual and business private security licence and registration forms.
  • All other Private Security forms can be downloaded from the Private Security Forms page of  Victoria Police website

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4. Where can I access my completed forms?

  • All applications are emailed to your nominated account after submission
  • You can also choose to download a copy of your application immediately after the electronic submission process.
  • You cannot access completed forms from your portal after you submission

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5. How do I fix a mistake on an application I have completed?

  • Once you have submitted an application electronically, you are unable to change the information submitted.
  • If you are required to make changes to the hardcopy application, please do so with black or blue pen and initial every change.

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