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Login problems?

Some users have reported problems logging on to the IOM3 website. Here is an overview of the problems you might encounter and what to do about them.

If the solution described below asks you to contact us (or if it doesn't work, or you have a problem not on this list) please get in touch via our online enquiry form selecting the "Web errors" category, stating the issue number together with your name, contact details, IOM3 membership number if relevant, your browser and computer operating system, and a brief description of the problem.

Click on the problem you are experiencing:

 

 

(1) I can't remember my PIN/password.

If you are an IOM3 member, go to www.iom3.org/members/password and complete the fields. You will need to have your membership number to hand - this can be found on your joining letter, annual subscriptions reminder or wrapper of your Materials World or other member magazine. If you can't find your membership number please contact our Membership Department on membership@iom3.org or +44 (0)1782 221717. Please note that even though this page is headed "first time users", it will work even if you have logged onto the site previously. Note also that as an IOM3 member, the email address you enter on the form does NOT have to match the one on our system - provided the other details are correct, your PIN/password will be sent to the email address you enter on this page.

If you are a non-member and have registered an account on this site previously, go to www.iom3.org/password and enter the email address you used when registering. 

See also issue 9 below if you are having problems with the password reminder form.

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(1a) I requested a password reminder and got a "success" message but no email arrived.

This is most often caused by your firewall or spam filter blocking the email sent by our system. On a personal email account, check your junk mail folder. If using a corporate email address ask your IT department if the email has been trapped in the spam filter, or if they can whitelist the email address no-reply@iom3.org - following which you should make another request for the password reminder email.

If you have tried all the above and still receive no email, this could point to a general problem in our system, so please report this to us using our online enquiry form and/or contact our Membership Department on membership@iom3.org or +44 (0)1782 221717 who will be able to let you know your password if the automatic system has failed.

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(2) I logged in but just saw a blank screen.

Refresh your browser (normally F5 or the "refresh" or "reload" icon in the toolbar). If you are prompted to do so, click "resend" or "retry". If this does not solve the problem it is likely a temporary glitch - please try again in about 10 minutes.

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(3) I logged in but got an "Access denied" message straightaway.

This happens either because you are trying to view a page to which you do not have access, or have been automatically redirected to certain pages having logged in. You can use the navigation or search facilities to try accessing another page. If however you see this message when trying to access the pay subscriptions, print receipts or update online CPD pages, it is a different problem - please report this to us as issue 6 ("corrupted profile" - see below).

If you repeatedly get "Access denied" messages on a page other than the three listed above and you feel you should have access to them, please contact us.

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(4) I entered the correct login details but there was a delay in logging in.

There is sometimes a delay of a few moments in the login process while your details are authenticated. This can be caused by many users trying to log in at the same time or other heavy load on our servers. Please bear with the process for a few moments.

If however the process "times out" and you are not logged in, please wait a few minutes and try logging in again. If you still have no success please report this to us as it is most likely a general problem which we need to investigate.

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(5) I appeared to have been logged in successfully but am not in fact logged in - there is no message at the top right of the page saying "You are logged in".

There is no obvious reason why this happens and unfortunately the only solution is to click "Log in" and try logging in again. If it happens repeatedly, please report the problem to us stating your login details, operating system and browser.

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(6) I am an IOM3 member and logged in successfully (the message "You are logged in" appears in red at the top right of the page) but when I go to "Pay subscriptions", "Print receipts" or "Manage my CPD record", I get an "Access denied" message.

This bug, which affected a minority of users, should no longer appear as a patch was released to fix it on 9/9/10. If you do still experience the problem though please let us know immediately. The issue was caused by a "corrupted profile" and was normally coupled with the absence of data such as email address in your profile. Formerly it was quickly resolved by our web support team. Members were asked to report the problem using our online enquiry form selecting "Web errors" and including your name, login details and membership number which can be found on your annual subscriptions reminder.

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(7) I am an IOM3 member and logged in successfully, but cannot get access to member-only pages such as www.iom3.org/content/journal-access

This is almost certainly because you are not logged in to the correct account. Your username is your surname, and your password - unless you have previously altered it within your profile - will be your 4- or 5-digit PIN displayed on your joining letter. However, if you have created a separate website account by completing the form at www.iom3.org/register, that account will NOT give you access to member-only web pages. As an IOM3 member you do not have to register, you simply need to log in. If you're unsure, please report the problem to us quoting your name, login details and your membership number from your joining letter/annual subscriptions reminder. 

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(8) I entered my details in the "Log in" page but got the error "Sorry, your username or password were not recognised".

If you have forgotten your password, request a reminder at www.iom3.org/members/password (IOM3 members) or www.iom3.org/password (non-members).

Passwords are case-sensitive, so if you have an alphanumeric password try entering it again. Ensure you haven't got CAPS LOCK pressed on your computer keyboard. (Usernames are NOT case-sensitive.)

If you are sure both your username and password are correct, there could be a problem with the website login. This may be the result of automatic system maintenance which takes place daily but only lasts a short while, so please wait a few minutes and try again.

If we are aware of a more general problem we will display a message on the home page of the website saying there is a problem and that it is being investigated. As this is resolved or more information comes through to us, this message will be updated, so always look on the home page of the site first.

If you are unsure please report the problem to us stating the time of day you tried to log in.

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(9) I requested a password reminder at www.iom3.org/password but got the message "Unable to fetch user password".

This issue only affects some members. Please use the member-only password reminder form at www.iom3.org/members/password instead. Please note that even though this page is headed "first time users", it will work even if you have logged onto the site previously. You will need to know your membership number to use this form - this can be found on your annual subscriptions reminder, joining letter or wrapper of your Materials World or other member magazine. If you can't find your membership number, please report the issue to us and/or contact our Member Services team, who will be able to advise your password, on membership@iom3.org or +44 (0)1782 221717.

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(10) As a non-member, I tried to register on the site at www.iom3.org/register but when I submitted the form I got a "500 Internal server error".

This is caused by a user trying to register with a username or email address already in use. It is an old bug on our system which to our knowledge was fixed some time ago, so if you do experience this issue please contact us.

In any case you will need to register with a different username or email address.

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(11) I am an IOM3 member and can log in but am having profile problems.

Please see this page for further details.

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(12) I believe I am an IOM3 member but when I tried to log in I got the message "Sorry, your username or password was not recognised", and/or I requested a password reminder but got the message "There was an error processing your request. Please try again". I am sure the details I entered were correct.

These errors can show up if your membership has lapsed. If you are trying to log in to renew your membership, please contact membership@iom3.org or call +44 (0)1782 221717 - the Membership department will either re-enable your login so that you can pay online or you can renew over the phone, following which your login will be reactivated.

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