Assistance for common issues experienced with logging into the Help Portal.
- URLs that can be used
- You need to reset your password
- The password reset link provided by email doesn't offer a reset option
- You don't have an email and password
- Cannot access via Fred software
- Sorry, but we're having trouble signing you in
URLs that can be used
The following URLs can be used to access the Fred Help Portal.
- cx.fred.com.au (Knowledge Base - log in option)
- portal.fred.com.au (Direct to log in page)
Note: On 2nd May 2023 an update will be made to the cx.fred.com.au security configuration.
You need to reset your password
If you've previously been provided access to the Fred Help Portal as a named individual, and your password needs to be reset, please email helpdesk@fred.com.au from the email address used in accessing the portal. You'll be emailed a password reset link enabling setting a new password.
The password reset link provided by email doesn't offer a reset option
When you have requested a password reset, and an email containing a link to set a new password is received, the link does not provide you with an option to set a new password as shown in the screenshot below.
The link provided to reset your password is active for a limited amount of time. If the link has expired please contact the support team to request a new password reset link to be provided.
You don't have an email and password
Logging into the Fred Help Portal as an individual is currently supported (as of October 2022) for group and head office users. Expansion of access to named individuals, not part of a group or head office, will be provided as a future capability. Access is via Fred software.
Cannot access via Fred software
Pharmacies are able to access the Fred Help Portal via Fred software (without requiring email and password values). If access to the Fred Help Portal is not enabled or displayed, we will need to update system settings; complete the linked form and we will sort this out for you: I can't see my Fred Help Portal link.
Sorry, but we're having trouble signing you in
When clicking SIGN IN on the Knowledge base site,
you see a Microsoft window similar to as shown below.
Use the URL https://fred.au/customer-portal-login to display the Sign-in screen, enabling entry of your Email and Password.
The Fred Help Portal was initially named Fred Customer Portal. The name was changed in September 2023 to reflect a more customer-centric view of the portal. While every attempt has been made to update the documentation to reflect this new name, there may be instances of 'Customer Portal' or 'FCP' still in use, particularly in screenshots or references to other Zendesk artefacts.