Access Issues

Please click on the queries/questions below to be taken to the appropriate response and guidance.

Access Issues

Please find common queries below with answers, classifications, and helpful references and contact information where necessary.

Query: How do I obtain my user name and password?

Query Type: Access Issue

Application: PG-All

Reference/Contacts: Reference Cards

Answer: Your user-approver will supply these. Please remember to change your password the first time you use it.



Query: I tried to reset my password but the email sent out said my account was created in Data Collections and as such the password cannot be reset this way. What do I do?

Query Type: Access Issue

Application: PG-All

Reference/Contacts: Reference Cards

Answer: Please contact either your Data Collections User Approver or your local LSC who should be able to help you


Query: When I log onto the Gateway I can only see the User Maintenance page. Who do I contact?

Query Type: Access Issue

Application: PG-All

Reference/Contacts: Reference Cards

Answer: This is possibly because the PG does not recognise the path you are using to access it. Please make sure you follow this link: https://gateway.lsc.gov.uk/ProviderGateway. It may also be because your account has become locked. Please contact your User Approver (if you are a User) or the Provider Gateway mailbox (if you are a User Approver) to unlock your account.


Query: I can log onto the Provider Gateway but cannot access the Document Exchange. Who do I contact?

Query Type: Access Issue

Application: PG, DocX

Reference/Contacts: Reference Cards

Answer: Providers should contact the Skills funding Agency. Ofsted and other users should contact the PG mailbox.


Query: I can log onto the Provider Gateway but cannot access the LAT. Who do I contact?

Query Type: Access Issue

Application: PG, LAT

Reference/Contacts: Reference Cards

Answer: Providers should contact the Skills funding Agency. Ofsted and other users should contact the PG mailbox.


Query: I successfully reset my password but now I can’t log in. Who do I contact?

Query Type: Access Issue

Application: PG-All

Reference/Contacts: Reference Cards

Answer: Please contact your User Approver.


Query: What happens if I have difficulty in using my username and password or have forgotten my password?

Query Type: Access Issue

Application: PG-All

Reference/Contacts: Reference Cards

Answer: Check that you have entered both correctly, paying attention to upper and lower cases. If you still have difficulty it is possible to reset the password. Please contact your user-approver in the first instance.

Please also be aware that after four consecutive failed attempts to log in, your account will become locked. After this point, the only solution is to contact your user-approver and request that your password is reset.


Query: I am unable to access the Provider Gateway from my mobile device

Query Type: Access Issue

Application: PG-All

Reference/Contacts: Reference Cards

Answer: Firewalls on mobile devices can block access to the Provider Gateway. Please try to ensure that you use a broadband connection when accessing the Provider Gateway