Your username is not your full name nor your email address. Your username is what you use to login to the client area. Please refer to your initial registration email which will contain your username.
To protect you and other clients, we cannot give feedback as to whether an entered username is correct. Therefore, it is up to you to ensure that what you entered is accurate. Failure to do so will result in not beginning the process to recover your password. If you have any issues, please call us on 1300 662 173 or email the Operations Team.