supportLink Online Help

Logging In

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, please contact supportLink Technical Support.

Referring Agency Users

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

Supporting Agencies

If you are a Supporting Agency user, follow all the steps in the instructions below. You will have been allocated a GO3 or GO6 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 and GO6 Token

The GO3 Token, pictured adjacent top, 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.

The GO6 token, pictured adjacent bottom, also has a PIN number which would have been provided to you. If you have misplaced the PIN for your token, please contact supportLink Technical Support.

Supporting Agency users and Administrators are assigned a unique token, which has a serial number used by the system to identify it. The security software that sits between your internet login screen and the supportLink Online system uses an algorithm based on the token's identifying serial number and the time according to the server's clock.

Login Procedure

Referring Agencies follow steps 1, 2 and 6 only.

Supporting Agencies and Administrators with GO3 Tokens omit step 3.

Supporting Agencies and Administrators with GO6 Tokens follow ALL steps.

1. Enter your email address in the Email Address field on the supportLink Login Page (go to www.supportlink.com.au and click the login button).


2. Enter your password in the Password field.


3. Enter the PIN number allocated to your GO6 token in the PIN field.


4. Leave it until the last minute to turn on your token. Press the power button [1] to activate the token. A response (six digits) will be displayed in the LED window [2].


5. Enter the response displayed on the token into the Token Code field.


6. Click Log In.

Token Issues

If you are experiencing difficulties logging on using your allocated token, you may like to work through the following checklist. However, if it all gets too hard or frustrating, contact supportLink Technical Support.

• 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.


• Enter your email address, password and PIN (if applicable) BEFORE you activate the token.


• If you are unable to activate your token, it may be faulty or have a flat battery. Please contact supportLink Technical Support and ask for a replacement token.

If you have lost or misplaced you token, you will need to contact supportLink Technical Support. If the token has been left at home, or is otherwise unavailable for a short period, you can in some cases receive referral details or other required information over the phone. However, if your token is lost, you will need to organise a replacement from supportLink as promptly as possible. Replacement tokens may incur a fee.

Password Issues

You can request the system to reset your password if you have forgotten it. From the supportLink Login Page 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.

Logging 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 computer. If you do not log off, these tokens will eventually expire. However, if someone else needs to use the supportLink system from your computer it is advisable to select 'Log Off' from the menu and close your browser window. This will ensure that all remnants of your session are deleted.