FAQ and Basic Troubleshooting

Where do I log in?

The DekkoSecure platform is accessed via 3 different URLs depending on which system you are registered to:

Australian government and industry - au.dekko.io

Canadian government and industry - ca.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.

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It’s always useful to bookmark your URL for DekkoSecure!

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 -

Australian government and industry - au.dekko.io

Canadian government and industry - ca.dekko.io

Healthcare professionals - health.dekko.io

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.

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Due to the encryption safeguards built in to the DekkoSecure system, the application is not capable of making any changes to your password. Please rest assured that your password cannot be changed by anyone except you, or a trusted user if (if one has been set).

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.

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DekkoSecure support hours are Mon-Fri, 8am - 6pm AEST/AEDT. Click here to check the time in Sydney, Australia.

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.

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If you register by creating a regular login account and your organisation transitions to Corporate login (called “Single Sign-On”) you will be able to migrate your account, maintaining your files, Hub membership(s), etc.

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.

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If you have received a notification indicating that files have been shared with you and none appear, check all the Hubs that you are a member of. It is also possible that files which were shared with you have since been removed.

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.

Next, try accessing DekkoSecure in an incognito/private window (Chrome guide, Edge guide). If DekkoSecure works in this mode, it means you need to clear your browser cache and cookies.

If you are still having trouble please create a support request.

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Official browser support is provided for Google Chrome and Microsoft Edge, current and last 3 versions, respectively. You can check your browser currency here. Performance and feature availability may be limited on older Chrome/Edge versions or alternative options such as Safari, Firefox and Brave.