As with the rest of the Internet, connection problems will occur from time to time. Sometimes problems like this can occur when there are a lot of people logged onto the site. Try logging out and attempting to connect later, preferably at a quiet time like lunch-time. You can check to see if there are planned works to the site when services will be out of order. Do this by clicking on the status tab above.

If you continue to have problems connecting, check that you are using a recent browser version, as only the latest ones will have high enough security. Do this by going to the ‘help’ menu on the browser and choose ‘About Internet Explorer’. Here, the ‘cipher strength’ should read (at least) 128-bit encryption. If it is any less than this, you will need to download a more recent version of the browser from the Microsoft website. Browsers are free.

The system only allows you to make three wrong attempts before you need to have the password re-set. Only the Administrator can re-set the password so you will need to call the Helpdesk on 0800 389 2674 to get this done. Ensure that you are inputting the correct information in the right fields. A common mistake is to confuse password with passphrase. If you are not sure, call the Helpdesk to clarify. Occasionally, when a password has been reset, the system will ‘loop’ between the logon screen and the ‘change password’ screen. If this happens, log right out of the system and close the browser and then try again. This will refresh the data.

When a password is re-set by the administrator, the system will still prompt you to change it again (for security purposes). At the change password screen, it is a common error to put in the old password in the ‘current’ password box. Instead, you should input the password that has just been allocated and then change that to a word you have not used before.

This would have been sent as an e-mail attachment from MID CONTROL around the time you were allocated logon IDs. Call the Helpdesk to get a new validation code.

Call the Helpdesk to ensure that your access to the policy has been authorised. For certain policyholders, a unique identifier has been added to the policy number – eg. 0601122B/23. Ensure that you input the policy number as it has been allocated.

When you first log in, there will be no vehicles on record initially. This is because the Insurer only submits the policy level data – you, the policyholder must submit the full schedule of vehicles and then keep this up to date. Please read the overview for more information about legal responsibilities. Vehicle data may be on the system under ‘previous amend on cover’ or ‘future amend on cover’. Interactive (via website) users should not have a problem but if you have submitted via File Transfer, the cause is usually to do with the way the data has been formatted. For more advice on this, visit the introduction page.

Likely to be due to the type of policy cover given. If you have named drivers permitted, only the administrator can make date changes to these records. Call the Helpdesk for advice.

Related to the above question. For files that have been uploaded on a .csv template, you should receive an e-mail ‘report’ from MID CONTROL in the form of an Excel spreadsheet. This will only report on the errors – so assume that other records have been accepted. If the first column in the spreadsheet is a column of ‘X’s’, then there is a problem with the record. Check the last column which will show a code to indicate the particular error. Look up the error code to identify the problem. Error codes beginning with an ‘E’ have been rejected. Error codes beginning with a ‘W’ are warnings only and the record has been accepted. This often happens when the MID is awaiting data or cross-referencing from DVLA or Car Data Check. Vehicle data may be on the system under ‘previous amend on cover’ or ‘future amend on cover’. Interactive (via website) users should not have a problem but if you have submitted via File Transfer, the cause is usually to do with the way the data has been formatted. For more advice on this, visit the introduction page.

If the vehicle is simply coming off cover, the record should not be deleted from the MID. All you need to do is change the ‘off’ date. If the record is genuinely incorrect for example, the registration number has been inputted incorrectly, it may be removed by setting the off date to exactly match the on date. A message box asks if this is a one-day addition or a deletion. Choose the latter and click OK.

Check that you have chosen the ‘Standard’ option and not the ‘Compare and Amend’ option from the File Transfer dialogue box. The problem may be to do with data formatting in the template. For more advice on this, visit the introduction page.

Try downloading a fresh template from our website.