Frequently Asked Questions

  • I'm having trouble logging into my account. What should I do?

    First, double-check that you are using the correct username and password. If you are still having trouble, try resetting your password or contacting your organisation's Admin for Detective Desk.

  • I'm not receiving email notifications from Detective Desk. What could be the problem?

    Check your email spam folder to see if the notifications are being filtered there. You can also try adding Detective Desk to your email whitelist via your organisation's IT administrator.

  • My account has been disabled. What does this mean?

    As part of our security policy, any user account that has been idle for 12 months or has fallen into arrears by more than 60 days is disabled. If your account has been disabled, please reach out to your account Admin or our Support team, and we will work to resolve the issue for you.

  • I'm having trouble uploading a Wash file to Detective Desk. What could be the issue?

    Make sure that the file type (.xlxs or .csv) and size (49,900 max record count) are compatible with our platform's specifications. You can also try clearing your browser's cache or contacting your organisation's IT administrator to ensure you have the correct network permissions. If the problem persists, contact our Support team for immediate assistance.

  • I accidentally deleted my Data Wash / Alerts file. Is there any way for you to recover it?

    Unfortunately, we are unable to recover deleted files as we adhere to strict data privacy guidelines and do not have access to client data.

  • I'm having trouble cancelling my subscription on Detective Desk. What should I do?

    First, review our cancellation policy and make sure you are within the appropriate timeframe to cancel. If you are still having trouble, try contacting our Sales support team for further assistance.

  • I'm having trouble accessing certain features on Detective Desk. What could be causing this?

    There could be a number of reasons for this. First, make sure you are using a compatible browser and that it is up to date. Next, certain features may only be accessible with the appropriate service add-on enabled i.e. Boost, Wash, Alerts, etc. If the problem persists, contact our Support team for immediate assistance.

  • I'm experiencing other technical difficulties with Detective Desk. Who should I contact for help?

    Our qualified Support team is also available to help with any technical issues you may be experiencing during the normal business hours of 9am to 5pm in most states. Contact us via email, phone, or if outside of business hours - log a Support Ticket here for further assistance.

  • I have a suggestion for how Detective Desk could be improved. How can I share my feedback?

    We always welcome feedback from our users! You can submit your suggestions or feedback through our website's Support contact form or by reaching out to our Support team directly.

Still need help?

If you're unable to find what you're looking for, please don't hesitate to contact our Support team for assistance. We're always here to help and will do our best to provide you with the information and resources you need.

You can contact our Support team between the hours of 9am to 5pm (AEST), Monday to Friday
on 1300 134 296 or by emailing [email protected].

Alternatively, if you need assistance outside of our regular business hours, you can still contact us by submitting a support ticket.
Our team will make every effort to respond to your inquiry as soon as possible.

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