How do I activate my account for online access?
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Before logging into your Member Online account for the first time you’ll need to activate your account.
The steps for activating your account are below:
If you need any help, including updating your mobile number or email address, please give our Helpline a call on 0800 333 787.
Where can I find my member number?
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Why does the system say my date of birth is incorrect?
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Why do I get an error saying my email is already in use?
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Our system currently only allows for an email address to be registered to a single account. It’s likely that your email address has been used to activate another account. For example, this can occur when partners share an email address, and both are members.
You will need to use another email address to activate your account.
Can I update my email address during the activation process?
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No, you cannot update your email address during the account activation process.
However, once the process has completed you can update your email address by logging in and heading to the ‘Personal details’ section.
If you don’t have access to the email address that’s linked to your account, please give our Helpline a call. We’ll be able to update it over the phone for you, and you can restart the account activation process.
What if I haven’t provided you with an email address?
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The verification code hasn’t arrived, what do I do?
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The verification code may take a couple of minutes to arrive, so please check your inbox regularly.
Make sure you check your spam/junk folder as well. If you still can’t see it, give our Helpline a call
The account activation code has expired, what do I do?
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The email link will expire 10 minutes after we send it to you. If you haven’t clicked the link within this timeframe, please click on the ‘Activate’ link and start the activation process again.
If you’ve clicked the link within 10 minutes of receiving your email, but are still experiencing issues, then you may need to adjust the security settings on your PC. Most PC’s come with a default security setting, which is enabled to protect you from harmful links. It is possible that your software is scanning the link on this basis. In this scenario you can add the link to the exclusions list of your security software, which will allow you to access the link.
If you’re still having problems, give our Helpline a call.
I’ve already activated my account but can’t log in?
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If you're experiencing problems logging in, there could be a few reasons.
If your account has been locked, or you’re still experiencing issues please give us a call.
I’ve forgotten my password/how can I change my password?
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Once you’ve activated your account, you can change your password at the login screen by clicking the ‘Forgot your password?’ link and entering your email address.
You’ll then need to verify your identity by entering a unique code, which you can choose to be sent to your email, or mobile phone.
The code will expire after 10 minutes. If it expires, you can request another verification code.
You can also change your password any time via the ‘Personal details’ section when logged in.
How can I update my mobile number?
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If you’ve already activated your account, you can update your mobile number via the ‘Personal details’ section when logged in.
If your mobile number is incorrect and you can’t activate your account, please give our Helpline a call.
I’ve already activated my account, but I can’t log in, what should I do?
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If you’re experiencing issues when trying to log in, here are a few things you can check:
If you’ve tried these steps and are still having trouble logging into your account, give our Helpline a call.
My partner and I share our email address, what does this mean for us?
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If you share an email address with your partner, you’ll no longer be able to register two separate accounts under the one email.
One of you will need to activate your account with a separate email address. We recommend using a personal email address or one that you will have for a long time that’s not attached to work or other commitments.
Do I need to activate my account to use the mobile app on my device?
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It depends.
If you’ve already activated your account, then you don’t need to do it again to access the app. Just log in to the app using your email address and the password you created during activation.
If you haven’t activated your online account, follow the steps to activate as this is required before you can access the app.
I can’t log in to the app, what should I do?
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Make sure you have the most recent version installed.
If not, update your app via the Google Play store (Android) or Apple App Store (iOS) before trying to log in again.
If you’re still having problems, give our Helpline a call.