Q. What is the password complexity requirements?
A. Passwords need to be a minimum of 8 characters and contain at least 1 uppercase character and 1 number or symbol.
Q. I have not received the verification email.
A. Verification emails are sent from msonlineserv[email protected] and not from FE fundinfo so if you don’t get the email within a minute please check your Junk/Spam/Clutter folder or programs like Mimecast (or similar email security programs). In extreme cases your IT team may need to whitelist the email address [email protected]
Q. How do I change my registered email address?
A. For security reasons, we require confirmation of an email change in writing. Please email our support desk via [email protected] and they will be happy to update your details. Please note that you will need to reset your password whenever you change your email address.
Q. I have changed my email address, but it’s saying ‘Your Password is Incorrect’
A. Every time you change your email address, you will need to reset your password. Please click on ‘Create / Reset Password’ and follow the instructions.
Q. I have forgotten my password and the email address is registered to my colleague. Can you tell me the password?
A. Sadly not. FE fundinfo does not have access to any user passwords as they are encrypted.
Q. I keep getting ‘account Busy’ or ’user busy’ error message when I try to login with my email address and I know that no one is logged in with my credentials?
A. If you use the same browser (i.e. Chrome) as the one you just closed after clearing cache and cookies, you should be able to log back in immediately. If you use a different browser to the one you just closed, you will need to wait 5 minutes for our system to detect that the user is no longer there and auto log you out. Best practice is to always use the logout button.
Q. I get an ‘Account expired’ error message when I try to login to Analytics?
A. This error message occurs when the user’s account is expired. You can send us an email to [email protected] and we will get back to you with the relevant information on your Analytics account.
Q. After I have logged in, I get a warning that my browser or resolution is not supported
A. For an optimal user experience of FE Analytics, a minimum screen resolution of 1024 x 768 is required. Lower resolutions may work but may not display correctly and are not supported.
Also, Analytics runs optimally when your browser is set to 100% zoom.
Recommended & supported browsers are:
- Chrome on MS Windows
- Edge (up to version 44 only) on MS Windows
- Firefox on MS Windows
- Internet Explorer (version 11 only) on MS Windows
- Safari on Apple Mac
- Safari on Apple iPad
Q. Analytics does warn about resolution when logging into my iPad in portrait mode, but does not display properly
A. All iPads have sufficient resolution to display Analytics in landscape mode, but portrait mode is too narrow to display the full width of Analytics. Therefore, portrait mode is not supported.