Table of contents
For the best experience when using our online services portal, your device should meet our minimum system requirements.
For example, please ensure you are using a supported browser with JavaScript enabled. Please contact your internal IT Team for assistance in meeting these system requirements.
If your device meets our minimum system requirements and you still experience a technical outage, please contact our general Enquiries Team.
1. Browser requirements
| Browser | Version | Comments |
|---|---|---|
| Desktop | ||
| Google Chrome | Current stable version and current Extended Stable Release (ESR) version. | Recommended. |
| Microsoft Edge | Current stable version and current Extended Stable Release (ESR) version. | Might work. If you have issues recommend using Chrome. |
| Firefox | Current stable version and current Extended Stable Release (ESR) version. | Might work. If you have issues recommend using Chrome. |
| Mobile device | ||
| Mobile Safari (iOS) | Current public version and prior 2 versions. | |
| Chrome for Android | Current public version and prior 2 versions. | |
2. Other system requirements
You may also need to check the following settings on your device when accessing our online services.
| Setting | Requirement | Notes |
|---|---|---|
| JavaScript | Enabled | Update this in your browser settings. |
| Cookies | Enabled | Update this in your browser settings. |
| Internet speed | Download > 0.5Mbps | Slow internet speeds may result in services running slowly or timing out. |
Ad-blocker software Anti-virus software Browser add-ons | You may need to adjust the settings of your software or browser add-ons to allow our online services to load correctly. | This may involve whitelisting or adding an exception for the apvma.gov.au domain. |
| Network settings (for example, firewalls) | Ensure the apvma.gov.au domain is not blocked. | If you don't have access to update these settings (for example, you're using a public computer or wi-fi network), try a different device or a different network. |
3. Common issues and troubleshooting
There are a few troubleshooting steps which may assist the Online Services Portal to load correctly.
| Issue | Potential Cause | Action |
|---|---|---|
Unable to login? Are you a registered user? Do you have a login?
| To apply to register or vary a product or label, and to make payments in a secure online environment, you need to login to the portal as a registered user. Please note sharing accounts is against APVMA ICT system user agreement, introduces security risks, and causes data integrity issues with application forms. | To login to the portal as a registered user or make changes to your company contact details, complete the APVMA Online Services Portal form which reflects your requirements. If you do not have an account complete the APVMA online system new user access form. Note: To log in, only use one internet browser at a time. |
| VPNs (virtual private networks) | Use of VPNs to access the Online Services Portal may cause issues. Our security systems routinely block traffic from common VPN services because they are a common source of malicious traffic. | If you encounter issues while using a VPN then disable the VPN and try again. |
| CAPTCHA request | When our system detects increased activity without human interaction CAPTCHA requests are enabled automatically. | If you are presented with a CAPTCHA request – please follow the instructions on the screen and validate the CAPTCHA. |
| Error message with a Support ID | Our system has detected an error that our support staff needs to troubleshoot further. | Please contact us with the screenshot of the error message including support ID. It will be good to record the date, time and location of the error message. |
4. Contact Us
We value all feedback, including complaints, comments, compliments and suggestions.
Please contact our general Enquiries Team:
Enquiries telephone hours: 9.30 am to 4 pm AEDT, Monday to Friday, excluding public holidays.
Phone: +61 2 6770 2300
Email: enquiries@apvma.gov.au