If you get the message shown above when you try to enter your initials, it may be due to the following reasons:

  • You have entered full stops or periods(.) between each initial.
  • You have left a space between each initial.
  • You have entered your last name and first name in the incorrect form fields - Check the "Current Name / Requester Name" fields on the form as this is what the initial field authenticates against.
  • You have a hyphenated or double-barrelled name. 

The format of the initials needs to be the first letter of your first name followed by the first letter of your middle name followed by the first letter of your last name. No spacesNo punctuation.  If you have a hyphenated or double-barrelled name, you will only enter the first letter of the first part of your name.


  • John Smith - JS
  • John Albert Smith - JAS
  • John Durden-Smith - JD
If you have further technical issues, please send an email to [email protected] for assistance.