Frequently asked questions

As part of our commitment to providing a more streamlined and easier to navigate experience, we're creating an improved account that moves BCNA's tools into one place.

We understand that this change might bring some questions, and we’re here to help. Below, you’ll find answers to the most common questions about the transition, including how to access your account, information about the new account, and how to get additional support.

If you have any additional questions, our Helpline team is ready to assist you on
1800 500 258. 

Why am I having trouble logging in to the Online Network? 

There are a few ways you can get support:  

• You can use the contact form located at the bottom of each BCNA website page. Once you click “Get in Touch”, it will take you to the form. Please fill out the form and choose “Online Network” enquiry from the “I’d like to talk to someone about” section. Our forms are sent directly to the people who can best help.   
• You can also call the Helpline for support on 1800 500 258.  

How can I start a new discussion in Online Network?

Everything you need to know about how to start a new discussion can be found in the getting started section of the Online Network. 

I am having trouble logging into or using the new My Journey, who can I speak to?  

There are a few ways you can get support:  

• You can use the contact form located at the bottom of each BCNA website page. Once you click “Get in Touch”, it will take you to the form. Please fill out the form and choose “My Journey” enquiry from the “I’d like to talk to someone about” section. Our forms are sent directly to the people who can best help.   
• You can also call the Helpline for support on 1800 500 258.  

I haven’t received the One Time Password (OTP)

Check your spam folder and try again. If you still cannot find it, please call the Helpline for support on 1800 500 258. 

Why does BCNA have a new My Journey and Online Network? 

In 2023, Breast Cancer Network Australia (BCNA) Member Survey highlighted a significant opportunity to improve member experience with our information resources and support services. The survey identified the following:  

• multiple, inconsistent interfaces  
• two separate logins  
• less-than-optimal mobile experience  
• information overload due to minimal personalisation   
• inability to search all information from one place  
• content appearing in multiple areas.   

The enhanced experience will make it easier for members to navigate and engage with resources, reducing effort and improving accessibility by moving everything into one account. The new version will ensure members can explore, understand, and make full use of the breadth of what is available through BCNA.   

How does the new My Journey and Online Network help me? 

The new My Journey includes the benefits of the previous My Journey and Online Network experience, simply integrated into one place with a more streamlined and easier to navigate user experience. It now offers easier access to our library of tailored content – from podcasts and webinars to articles – behind one login on your smartphone, tablet, and computer.  

As always, the Online Network will allow you to connect with others going through a similar experience, with improvements to the format. 

How does this change impact my account, posts, images, and other data within the Online Network? 

We have moved over the following: 

• your username and profile picture 
• your account details including email, “My Story” and location 
• your posts and comments 
• your previous likes 
• your private groups. 

You should not see any changes to the information listed above. 

If you have any concerns or queries about your data, please contact our Helpline on 1800 500 258. 

Why can I not see my private messages?

While most of your data, settings, and preferences will have transitioned across from the previous version, there has been a delay in transferring over private messages, which is something we are currently working on. We sincerely apologise for the inconvenience. Our technical team are working to fix the issue, and we estimate messages will be available by the end of May.

Where can I locate the new My Journey and Online Network?

You can locate the new My Journey and Online Network in the one place on the website. Multiple logins can be frustrating, so we have evolved our digital experience to be one centralised platform with a single sign-on. You no longer need to remember a password every time you log in because you will be emailed a One Time Password (OTP).

Please read the next FAQ for more on that. 

Has the login process changed?  

Yes. When you log in to My Journey and the Online Network, you will be sent an email with a numerical code in it. This is called a One Time Password (OTP), which is a secure and unique code that allows you to login into your My Journey account just once. After you have entered the code into the box displayed on your screen, then you will have access. 

You will be asked to do this every time you log in. You will be emailed a new OTP each time you log in. You can then enter the unique code password within 60 minutes to log in safely and securely. 

We have multiple users on one email address, what will happen to our account?

We encourage all healthcare professionals to sign up with a unique or personal email address so that the benefits of the new platform can be realised.  

If you are a healthcare professional with multiple clinicians in one practice under one generic email, or if you have signed up multiple patients under your clinic email, your account will by default move to the new system under one general business or organisation name rather than dedicated to a single user.