Password & username
I've forgotten my password and/or username.
How do I change my password, name and email address?
I’ve tried the forgotten password link, but I never got a response.
I tried the password that I was sent but it didn’t work.
I get your newsletters sent to my email address, but when I try to login using that address it says I'm not recognised. How can that be?
Other login issues
I've registered with the site but now I can't log in. I'm sure I'm using the right username and password.
I can log in, but then I get logged out as soon as I move to a new page and told I need to subscribe.
Paypal issues
I don't have a Paypal account, can I still pay by Paypal.
I paid by echeque but I can't login to the site, it still says I need to subscribe.
Downloading and opening guides
I can't download the guides. I get a message saying the files can't be found or the files don't exist.
When I download a guide and open it i just see rows of numbers and random letters.
Other issues
How do I get a different browser?
Contact technical support
None of this answers my query, what do I do now?
Password & username
I've forgotten my password and/or username.
You can be sent an email with a new password and a reminder of your username by clicking on the Login link and then clicking on 'Lost password'. You will need to know the email address you have registered with the site. Remember to change your password back to something easier to remember when you log in again.
How do I change my password, name and email address.
Log into the site.
Click on the Your Details link in the User menu which appears near the top of the left-hand column when you log in. The only thing you can’t change is your username. If you need that changing you’ll need to contact Technical Support using the address at the bottom of this page.
I’ve tried the forgotten password link, but I never got a response.
Please check your spam folder. You may also need to ensure that you allow emails from
This e-mail address is being protected from spambots. You need JavaScript enabled to view it
if you have a whitelist.
I tried the password that I was sent but it didn’t work.
Make sure you copy and paste both your username and your new password into the boxes on the login form, that way you can be sure you haven’t made a typing error.
I get your newsletters sent to my email address, but when I try to login using that address it says I'm not recognised. How can that be?
Registering for the site and for the newsletter are entirely separate, many people choose to only do one or the other. This means that although we may have your email address for the newsletter there is no guarantee that we have the same email address for your site registration. However, this does mean you are free to register using the same email address in the normal way.
Other login issues
I've registered with the site but now I can't log in. I'm sure I'm using the right username and password.Do you have access to another computer? if so try entering the members area from that, it will at least tell whether the problem is with your computer.
Have you got the password and username saved. If so try logging in without using the saved details, just in case they're wrong.
Try clearing your Temporary Internet Files. In Internet Explorer go to Tools then Internet options then Delete Files then tick Delete all offline content then OK.
Have you changed or upgraded your computer, browser or any security settings recently, this may have caused problems.
If you're using internet explorer then you might want to try downloading the excellent, free Firefox browser from:
http://www.mozilla.com/en-US/firefox/ You can use this as well as any other browser you have.
If all this fails, try using the lost password facility (see below).
I can log in, but then I get logged out as soon as I move to a new page and told I need to subscribe.
If you are having problems staying logged in to the site this may be because your internet browser or firewall are preventing cookies being stored. Our website needs to place a cookie on your computer so that it knows that you are a member as you move from page to page and download resources. The way that you enable cookies will vary depending on which browser and firewall you have. But in some versions of Internet Explorer, for example, you can enable cookies specifically for our website in the following way:
Open Internet Explorer
Click on Tools
Click on Internet options
Click on Privacy
Click on sites
Click on Allow
Click on OK
Click on OK again.
Paypal issues
I don't have a Paypal account, can I still pay by Paypal.Yes you can. Just login, click on New subscription in the left-hand menu, then click on the Subscribe button on the page that opens and you will be taken to the Paypal website. Look on the left-hand side of the page and just above a row of images of credit cards you should see text reading:
'Don't have a PayPal account?'
Use your credit card or bank account (where available).
Click on the 'Continue' link and you will be able to pay without having a Paypal account.
I paid by echeque but I can't login to the site, it still says I need to subscribe.
Unfortunately the membership software doesn't automatically enable subscriptions where they are paid for by echeque. you need to contact us (see below) and tell us when you paid and which email address you registered with. We will then enable your subscription manually.
Downloading and opening guides
I can't download the guides. I get a message saying the files can't be found or the files don't exist.
It's often more effective to right-click on a guide and save it to your computer before opening it, rather than opening it online.
Choose a guide you want to access,
right click on the link,
left click on 'Save target as . . ',
you should then see a selection of folders from your own computer, double click on the folder you want to save the guide in,
left click on 'Save',
you should see a box telling you that it's saving, when it says download complete, left click on 'Open' and the guide should open.
If this doesn't work, try a different browser.
When I download a guide and open it I just see rows of numbers and random letters.
Most of our guides are in .pdf format, allowing them to be opened on any computer. However, you do need the right - free - software - to read the guides. Most people use Adobe Acrobat Reader. Usually this is already installed on computers. However, if it wasn't already on your computer, or it's a very old version, you may need to download a newer version.
You can download Adobe Acrobat Reader from this link, just click on the Download Now button when the page opens.
