This guide helps with
- Spot the common reasons a download is blocked
- Allow pop-ups and downloads for the portal
- Find where downloaded files have gone
- Try another browser or device if needed
- Know who to contact to be sent a copy
4 min read
What's happening
When a document won't download, it is rarely a problem with the document itself. Browsers often block pop-ups or downloads by default, and sometimes a file does download but lands in a folder you haven't checked. There may also be no PDF reader set up to open it.
The checks below sort out the usual causes, and your documents remain safely available either way.
Try this first
- Look for a blocked pop-up notice in your browser's address bar and allow it for the site.
- Check your device's Downloads folder — the file may already be there.
- Make sure you have enough storage space on your device.
- Try selecting the download link again after allowing pop-ups.
Step by step
- Sign in from the Help Centre and go to your documents or statements section.
- Select the document you want. If nothing seems to happen, check for a pop-up block and allow downloads for the site.
- Once downloaded, open your Downloads folder to find the file.
- If it won't open, you may need a free PDF reader installed on your device.
If that didn't work
If downloads still won't work, try a different browser or device — a download blocked on one often works on another. If you are on a phone, our guide on mobile app issues may also help, as small screens handle downloads a little differently.
Who to contact
If you simply can't get the document you need, contact us through the Help Centre and we can send you a copy directly. Let us know which document you need and the email address to send it to.
Good to know
- Blocked pop-ups are a common reason downloads don't appear.
- Check your Downloads folder — the file may already be saved.
- A PDF reader may be needed to open the document.
- We can email you a copy if downloads won't work.
FAQ
I clicked download but nothing happened. Why?
Your browser most likely blocked a pop-up. Look for a notice in the address bar and allow pop-ups or downloads for the site, then try again.
Where do downloaded documents go?
On most devices they save to a Downloads folder by default. Check there first, as the file has often downloaded successfully without an obvious confirmation.
Can you just send me the document instead?
Yes. Contact the Help Centre with the document you need and we will email a copy to the address on your account.
Still stuck? Our team is happy to help you sort it out.