Where do I log in?
The DekkoSecure platform is accessed via 4 different URLs depending on which system you are registered to:
- Australian government and industry - au.dekko.io
- Canadian government and industry - ca.dekko.io
- United States government and industry - us.dekko.io
- Healthcare professionals - health.dekko.io
Always use the original URL that you used in your initial account registration exercise. If you have an account on more than one system, please keep in mind that these are two separate accounts and make sure you manage your credentials carefully.
I forgot my password/my password isn't working!
Don't panic! There are a few things you can check first:
- Make sure you are logging in to the service your DekkoSecure account exists on -
- Make sure you have entered your email address correctly
If you have checked the above and have forgotten your password, use the recover account link on the log in page. If you have a trusted user set they will be sent to you via email. These users are able to reset your password. If not, your account will need to be recreated, which removes all data from your account.
I can't enter 2FA because I got a new phone!
First - do you still have your old phone? If so, follow these steps to transfer 2FA to your new device.
If you no longer have access to your old device, please create a support request and we will get back to you as soon as possible with instructions for resetting your 2FA token.
If you use the corporate log in function please contact your employer's IT support department. DekkoSecure is not able to reset 2FA for corporate log in users.
Do I use the regular login or Corporate login?
If you are able to use Corporate login this will be indicated to you by your invitee or internal administrator. For all other situations, the regular login fields should be used.
I just registered/joined a Hub but can’t see any files!
Content sharing on the DekkoSecure platform is explicit, meaning that files must be shared with you before you can access them; joining a Hub does not automatically grant access to content in the Hub.
If you are expecting to receive files you can ask your inviter or other users in the Hub - you can check who is there by opening Contacts list either from the navigation panel on the left or the Chat pop up in the bottom right.
DekkoSecure isn't loading/something isn’t working!
Check the following:
- Are other websites loading and performing as expected?
- Are you on a different network or device to your usual one?
- Are you using a corporate VPN?
- Are you using an up to date web browser?
All of these things may affect DekkoSecure, so please make sure any external influences are eliminated as possible explanations before going further.
If you are still having trouble please create a support request.