Password: new or reset?
Useful tips
Changing your email address
FAQs
 

Setting up or resetting a password

If you’ve never logged into the website before or you’ve forgotten your password, you can enter your registered email address into our Password page. You will receive instructions on how to set up a new password or reset an old one.

Some useful tips

There are a few things to remember about your username and password to ensure you can log in successfully:

  • Your login username for the website is the e-mail address we hold on record for you.

  • A password reset may take up to 15 minutes to arrive and it remains in operation for 12 hours.

  • Try to avoid making multiple attempts to reset your password in any 12-hour period because that will cause you problems. Each reset email nullifies the previous one, so only the link in the last email will work.

  • If you’ve tried to reset your password and not received an e-mail, it may be in your junk or spam folder.

Changing your email address

If you’ve started using a new email address and not updated your membership record, you won’t be able to log in using the new email address:

If you still have access to your old email address, you can use this to request a password reset so you can use the self-service method to update your own record:

  • after you’ve logged in, you will be able to update your own email address via the e-Membership service. This will trigger two automated emails:

    1. the first goes to the old email address to alert you to the change;

    2. the second is a reset link that goes to the new email address so that you can update your website login.

If you’re still having issues, some common reasons are in the FAQs below, including what to do if the problem is still not resolved.

FAQs

I can’t log into the website

You can use the Password page/link if you’ve never logged into the website before or if you want to reset a password.

The password reset email may take 10-15 minutes to come through to you. If you still haven’t received the email after 20 minutes, it might be in your spam folder.

If you click the link again to try to speed up the process, you will render the original request null and void so the link in that email won’t work. You will then get multiple reset emails. Only the link in the last email will work.

A reset link is only valid for 12 hours. If you try to use it after this time, it will not work and you will need to restart the process.

I’ve used the password link and I haven’t received an email

If you do not receive a password reset after following the guidance in I can’t log into the website, please email our Membership Team or call them on 03330 145550 to verify which email address we have on record for you.

The password reset link has expired

If you’ve requested a password reset and not actioned the reset link within 12 hours, it will no longer work.

This can also happen if you update your email address with us and don’t use the automated reset link within 12 hours or if you’ve clicked the password reset more than once.

If your original request has expired, please use the Password page/link again to reset your login.

Please do this only once in any 12-hour period, as multiple requests invalidate previous requests if you do it more than once.

I’ve followed all your advice and still cannot access the website

We know that sometimes things can still go wrong even when you’ve followed all our advice. If you still can’t log in, please email our Membership Team or call them on 03330 145550.

They will be able to verify which email address we have on record for you and resolve the problem.

 


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