Frequently Asked Questions

I cannot remember my password

If you have forgotten your password you can reset it here.

I cannot remember my username

You can use either your username or your registered email address to log in. If you cannot remember which email address you have registered with us nor your username, please contact us.

I want to change my username to something more memorable

Unfortunately this is not possible. However you can also use your email address as an alternative to log into your account if you are having problems remembering your username.

I want to change my password to something more memorable

Please use your current password to log in and you can then change your password within your account to something more memorable.

I don't have access to my old email address so I haven't received the reset password?

You will need to contact us to request a change of email address for your account and a new password.

I receive an error message when I try to request a password reset?

Please ensure you enter the email address which you gave us when you registered with the website. If you are unsure which email address you used please contact us for assistance.

My login does not work and I have already tried with a new password?

• Your username/email address should not have any additional spaces before or after it when typing in the relevant box
• Passwords are case sensitive - UPPERCASE letters do need to be in UPPERCASE and numbers do need to be numbers. For example if your password contains 0 (zero) it does need to be 0 (zero) and not a capital O.
• Keyboard: Make sure your Caps lock is not selected and that the numbers are numbers and not symbols if they share the same key
• If you prefer to copy and paste the new reset password directly from the email, ensure that there are 9 dots in the password box before clicking on "Login". Any additional dots would suggest the presence of additional spaces before or after the password.

If having followed all of the above hints you are still unable to log in, there may be an issue with your browser settings:

• If JavaScript is disabled in your Internet browser options this might stop the page from loading correctly.
• Try using another browser (Internet Explorer/Firefox/Google Chrome/Safari) or another computer

Contacting Us

If you continue to have problems please send us explicit information using the contact us form for assistance as to what details you are trying to log in with, along with any error messages you receive in red on the page when you click on "log in" or any server error messages so that we can try to replicate the problem. It would be useful to have a screenshot showing us your screen as well as details of what computer operating system you are using and what browser version you have installed.