Frequently Asked Questions (FAQs)

We like to think our site is pretty user friendly, but we appreciate there are times when things go wrong or you simply need a little help. With this in mind we’ve put together some examples of previous enquiries along with some useful answers.

In the event your issue is not covered here you can contact our dedicated member services team via the link at the bottom of the page – we aim to respond to all enquiries within two working days. If your enquiry is taking longer than expected, please get back in touch - we may have simply overlooked your initial email.

General user admin:
I can’t log in - the website doesn’t recognise my username or password
How do I change my username?
How do I get a reminder of my username or password?
How do I change my password?
How do I change the email address I have registered with you?

Email bulletins:
Why am I not receiving my email bulletins?
How do I change which email bulletins I receive?
How do I unsubscribe so that I no longer receive your emails?
I’ve unsubscribed but continue to receive emails

Forums and discussion groups:
How do I post a question/answer in the Any Answers forum?
How do I report a thread that has gone off topic, contains advertising or has abusive content?
How do I start a discussion group?
How do I access an existing discussion group?
How do I remove one of my posts?

Other general enquiries:
How do I contact the editor of the site?
How can I advertise on the website?
I’m trying to download something from your site but it’s not working
You’re offering a webinar which I am interested in but cannot attend

General user admin:

I can’t log in - the website doesn’t recognise my username or password
Registration details are case sensitive. Please make sure you are not accidentally including any spaces after the username or password. If you need a reminder of your details to check you are entering the correct information see below.

How do I get a reminder of my username or password?
For a reminder of your registration details simply visit the homepage of the site and click on the ‘Forgotten your password?’ link below the log in button.  If you cannot see this link or the log in button you are probably already logged in!

How do I change my password?
To change your password simply log in to the site using your usual registration details (see above if you need a reminder) and click on the ‘View full control panel’ link found in your profile area. On the following page please click on ‘My account’ where you will be able to edit your password as you wish – remember to press submit at the bottom to confirm the changes.

How do I change my username?
Members are not able to change their username once registered. If you have a compelling reason to amend your username please contact our member services team via the link below who can change your username on your behalf (please confirm your current username and what you would like this to be amended to).

How do I change the email address I have registered with you?
If you would like us to send our bulletins to a new email address simply log in to the site using your usual registration details (see above if you need a reminder) and click on the ‘View full control panel’ link found in your profile area. On the following page please click on ‘My account’ where you will be able to edit your email address – remember to press submit at the bottom to confirm the changes.

Email bulletins:

Why am I not receiving my email bulletins?
If you have stopped receiving our email bulletins it is worth checking your junk folder/spam filters as some email systems can be a little sensitive and block our emails. If our system has attempted to deliver bulletins to you which have bounced back to us three times in a row (for instance if your inbox has been full) we will stop sending emails – if this is the case you may need to re-subscribe (see below). Very occasionally Internet Service Providers (ISPs) can incorrectly block our emails long before they arrive to your inbox as they may identify us as bulk senders and assume we are sending spam – you can add us to a 'whitelist' here, but if this does not work you will need to contact your ISP directly and request them to whitelist us.

How do I change which email bulletins I receive?
If you would like to amend which email bulletins you receive simply log in to the site using your usual registration details (see above if you need a reminder) and then click on the ‘My subscriptions’ link found in your profile area towards the right hand of the page. Here you will be able to opt in or out of receiving our email bulletins as you wish – remember to hit the submit button at the bottom to confirm your changes.

How do I unsubscribe so that I no longer receive your emails?
If you would like to unsubscribe from our bulletins you can either use the unsubscribe link in each of the bulletins or you can do it via the website – simply log in to the site using your usual registration details (see above if you need a reminder) and then click on the ‘My subscriptions’ link found in your profile area towards the right of the page. Here you can opt out of receiving our email bulletins and select the privacy option so that we send you no further communication – remember to hit the submit button at the bottom to confirm your changes.

I’ve unsubscribed but continue to receive emails
If you have used the automatic unsubscribe link in the email bulletins, but you are continuing to receive our updates a couple of things may be happening... 

Have you unsubscribed from all bulletins or just a certain type? (see above to find out how to check which updates you are receiving). 

Alternatively, have you changed your email address since you registered with us? It may be that we are sending emails to an old address (or even a colleague or ex-colleague) that is automatically forwarding to your new address, in which case the automated unsubscribe may not match your new address against the one we have on file for you.

Forums and discussion groups:

How do I post a question/answer in the Any Answers forum?
You must be a registered member to post questions or answers in the Any Answers forum. Simply log in to the site using your usual registration details (see above if you need a reminder) and: if you are looking to post a question click through to the Any Answers page where you should see a link towards the top of the page titled ‘Click here to post a new Any Answers question'; if you are looking to post a reply to another member’s question simply visit the main page for that question and click on the ‘Click here to answer this question’ link.

How do I report a thread that has gone off topic, contains advertising or has abusive content?
If you have any concerns over a particular thread please contact the member services team via the link below with confirmation of the question title (please also include a link to the offending item by copying and pasting the URL) and a description of your concerns. Perhaps it is simply spam, or swearing. If it is more serious then please provide as much detail as possible when you email us. User-generated content is extremely valuable to us and our membership, but we recognise the problems this can bring and take the appropriateness of this content very seriously.

How do I start a discussion group?
If you wish to start up a discussion group about a particular topic please contact the site editor at editor@mycustomer.com.

How do I access an existing discussion group?
If you wish to join a particular discussion group simply click on the ‘Discussion groups’ link, identify the group of most interest and then click on ‘Join’. You may be asked to confirm your request by clicking ‘Join’ again.

How do I remove one of my posts?
If you have submitted something which you now want to remove, please send us details of the post and what’s wrong with it.  You must send us the URL of where your thread/post is located.  Please bear in mind that if it is part of a wider discussion we reserve the right not to withdraw your posts so please think carefully before you post.

Other general enquiries:

I’m trying to download something from your site but it’s not working
If you are trying to download something from one of our sites and the download is not working, it may be that the document is too large and is taking too long and your computer is saying no!  Try again later and if after several attempts you still cannot get it to work then please contact us via the link below. Please give as much detail about the problem so that we can aim to help

You’re offering a webinar which I am interested in but cannot attend
If we, or any one of our affiliates, are hosting a webinar which you are interested in but cannot attend then please get in touch with us by email – it may be that if you register (even if you cannot attend) you will be emailed a replay or set of slides, although this is not always the case so feel free to drop us a line so we can let you know.

How do I contact the editor of the site?
If you have any comments, or you wish to submit content or press releases for the editor’s consideration please email editor@mycustomer.com.

How can I advertise on the website?
For information on advertising options to reach this community email ed.martin@siftmedia.co.uk or view the Sift Media site here www.siftmedia.co.uk.

If you have any other questions please contact us here. Our member services team will attempt to respond to all enquiries well within two working days. If you appear not to have had a response, please check any junk folders (occasionally our emails find their way there), try emailing again, or contact us on 0117 915 3344.
 

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