Problem

Solution

(1) You can't remember your PIN/password.

If you have logged onto the site before, go to www.iom3.org/password and enter your email address in the box. Your PIN/password will then be sent to that address. Note that in order to work, this email address must match the one we have for you on our records.

If you have never logged onto the site before go to www.iom3.org/new-user/password and enter your membership number, surname, date of birth and email address. Your PIN will be sent to the email address you enter on this page.

If you don't know your IOM3 membership number please contact our Membership Department on membership@iom3.org or +44 (0)1782 221717.

(2) You log in but see 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.

(3) You log in but get 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.

(4) You enter the correct details but there is 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.

(5) You appear to log in successfully and are directed back to the page you were on when you logged in, but you are not in fact logged in (e.g. you are a member but can't access member-only pages, or 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.

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

This is caused by what is known as a "corrupted profile" and is normally coupled with the absence of data such as email address in your profile. It is usually quickly resolved by our web support team. Please report the problem using our online enquiry form selecting "Web errors" and including your name and login details (and membership number if you know it).

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

Are you sure you have 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 and annual subscriptions reminder. 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 and login details (and your membership number if you know it).

(8) When you enter your details in the "Log in" page you get the error "Sorry, your username or password were not recognised".

If you have forgotten your password, go to www.iom3.org/password for a reminder.

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.

If you are sure both your username and password are correct, there could be a general problem with the website login. If we are aware of this we will normally display a message on the home page of the website saying there is a problem and when we estimate it will be fixed. Otherwise please wait a few minutes and try again.

If you are unsure please report the problem to us - there may be a general problem but we will only be aware of it if our users let us know.

(9) You request a password reminder at www.iom3.org/password but get the message "Unable to fetch user password".

Please report this problem to us. There is likely to be a general problem causing this, and if so we normally display a message on the home page saying there is a problem and when we estimate it will be fixed. Otherwise please wait a few minutes and try again.

(10) As a non-member, you try to register on the site at www.iom3.org/register but when you submit the form you get 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 has now been fixed, 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.