Use this article if you cannot remember your username or password, and AWARD® says your details are not recognised when you try to recover them, or you did not receive an email with your recovered details.
If you believe your details are correct and you are simply unable to log in, see: Username and email address are not recognised.
The issue
You are using the password or username recovery options, but AWARD® does not recognise the information you’ve entered, or your recovery email was not received.
Checks to make
There are a few easy checks we can help you with:
1. Password basics
Before retrying, check:
- Caps Lock is not turned on
- You are typing the password (not copying and pasting)
- Your browser is not autofilling an old password
- A stored password is not linked to another AWARD® account
2. Username format
- Usernames can be Case‑Sensitive. Enter your username exactly as it was set up for your AWARD® account.
3. e-mail Address
- You must enter the email address registered with your AWARD® account. If you use a different email address, recovery emails will not be sent.
4. Check you are using the correct AWARD® URL
Credential recovery only works on the correct AWARD® URL (link) for your account.
AWARD® URLs look like: https://award.commercedecisions.com/authorityname/web/login
Tip: If you request a username reminder or password reset and: - No email arrives, or - A warning message appears …it may indicate you are on the wrong AWARD® URL.
NOTE! An incorrect URL - This is the most common reason you will not receive the expected email.
5. Multiple AWARD® accounts
If you have more than one AWARD® account:
- Are you in the correct AWARD account? Recovery details are account‑specific
- Details linked to one authority or programme will not work for another
Still unable to retrieve your details?
If the checks above do not resolve the issue:
- Contact your AWARD® administrator, or
- Raise a helpdesk ticket with the AWARD® support team