Supportlink Online Help

Logging On

Anyone wishing to access the SupportLink Referral Management System, either to place referrals or receive referrals, must be registered as a user. If you have been registered, you will have used your email address as your unique form of identification (your login ID). You will have been allocated a password by the SupportLink Administrator who set you up, or your password will have been emailed to you.

If you are unsure if you have been registered as a user, you can call SupportLink on (02) 62313455.

I am a Referring Agency User

If you are a Referring Agency user, or a Referring Officer, follow steps 1, 2 and 5 in the instructions below.

I am a Supporting Agency User

If you are a Supporting Agency user, follow all the steps in the instructions below. You will have been allocated a 'GO3 Token', either for your own individual login, or for the general use of the agency. The use of tokens has been initiated by SupportLink as a means to protect the highly sensitive personal information that has been entrusted to it and the supporting agencies that subscribe to the system.

The 'GO3' Token

The 'GO3 Token', pictured adjacent, will have been issued to you or your agency (or will soon be issued to you). Please do not share the GO3 Token with any unauthorised user. When you activate the GO3, it will immediately display a six-digit response. You will use that response in the login sequence described below.


View the GO3 Token brochure (PDF) by clicking here or visit the Vasco website.

How Do I Log In?

Referring Agencies: Follow steps 1,2 and 5 only.
Supporting Agencies and Supportlink Staff: Follow all steps.

  1. Enter your email address in the Email Address field on the SupportLink home page (www.supportlink.com.au).
  2. Enter your password in the Password field.
  3. Leave it until the last minute to turn on your GO3 token. Press the power button [1] to activate the GO3. A response (six digits) will be displayed in the LED window [2] (Supporting Agencies only).
  4. Enter the response displayed on the GO3 token into the Response field (Supporting Agencies only).
  5. Click Log In.

How Does the Token Work?

Supporting Agency users are assigned a unique GO3 Token, which has a serial number used by the system to identify it. The security software (Vasco Radius Middleware) that sits between your internet login screen and the SupportLink Online system uses an algorith based on the token's identifying serial number and the time according to the server's clock.

My Token Isn't Working!

If you are experiencing difficulties logging on using the GO3 Token, you may like to work through the following checklist. However, if it all gets too hard or frustrating, give SupportLink a call on 0414 626706.

  1. Check the time on your PC. It must be as close as possible to the correct time to ensure an accurate Response when your login is verified by the security software.
  2. Enter your email address, password and PIN before you activate the token.
  3. If you are unable to activate your token, it may be faulty or have a flat battery. Call SupportLink and ask for a replacement token.

What If I Have Lost or Forgotten My Token?

If you have left your token at home, or if it has been lost, you will need to call SupportLink. If the token has been left at home, or is otherwise unavailable for a short period, you can be temporarily unassigned from your token, allowing you to log in with just your email address and password. However, if your token is lost, you will need to organise a replacement from SupportLink as promptly as possible.

What If I Have Forgotten My Password?

You can ask the system to prompt you if you have forgotten your password. From the SupportLink Home page (www.supportlink.com.au), click 'Forgot your password?' which appears below the Password field. The system will reset your password and send you an email containing your new password. The system will only send a password reminder to the email address to which it belongs.

Should I Log Off?

When you log on to the SupportLink Referral Management System, you are allocated 'session tokens' which identify you to the SupportLink database. Logging off the system deletes these tokens, and allows someone else to log on to SupportLink from your PC. If you do not log off, these tokens will eventually expire. However, if someone else needs to use the SupportLink system from your PC it is advisable to select 'Log Off' from the menu and allow the browser window to close. This will ensure that all remnants of your session are deleted.