Something not working? Please follow these instructions
Before you email us, please check these tips for using this website, especially when things don't seem to be working properly. Please check all of the following as this often provides a fix.
I can't Sign-In or I've forgotten my access details?
If after receiving your website account Username and Password, they don't appear to work, please click on Sign-In, then click on Forgot your password? and follow the instructions. If you have forgotten your Username, click on Forgot your username? and follow the instructions.
You must enter the email address your entered into your Personal Profile. This is your website Account email and must be unique to you. You can edit and change your Password to an easy-to-remember choice, when you are signed in by clicking on Account at the top of the website.
If after trying this, your access details still don't work please alert us. See email below.
I haven't received my Username and Password?
If you think you are missing your website account Username and Password, you can retrieve these without emailing us. Please click on Sign-In, then click on Forgot your password? and follow the instructions. To get your Username, click on Forgot your username? and follow the instructions.
You must enter the email address that you entered into your Personal Profile. This is your website Account email and must be unique to you. If we haven't set up your website Account yet, this does not apply. Check the confirmation emails you have received for the dates for which you will receive access.
I can't see the Personal Profile or my Report (when signed in)
If you can see the website but the Personal Profile or your Report (when signed in) doesn't appear, you may not have Adobe Flash Player 10 installed on your computer. It's a free program and a standard installation on most computers these days.
Click here to get Adobe Flash Player 10
Using Internet Explorer 6? Upgrade your browser
We recommend you upgrade to a new Internet Browser as IE6 is quite old now and may cause some problems.
Some Browsers we recommend are:
Microsoft Explorer 8
Mozilla Firefox 3
Apple Safari 4
Still not working? Clean your browser history
If you continue to experience problems once you have Flash Player 10 installed, please clean your browser history. To do this in Internet Explorer 7, click on Tools > Delete Browser History and choose delete history. This can give you a fresh start and fix the problem.
Anything else? Just let us know
Contact us by email -
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- and we will respond to your query.
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