To help you find the speediest fix for your problem, we've put together this help page. By making this your first port of call if you do encounter a little issue when you're entering LifelineOnline or Slimming World Online, hopefully you'll be able to see what's going wrong and get online in a matter of minutes.
If you don't find the answer here, please also visit our FAQ pages, packed with technical and more general help to support you online and with your weight loss journey.
To get started click on the link below that best describes the issue you're experiencing.
I'm having problems registering
"How do I register?"
- LifelineOnline is our exclusive FREE Slimming World group members' website.
- Slimming World Online is our online slimming programme for members who don't attend a group
- For LifelineOnline and Slimming World Online: Click on the 'register' button for the website you wish to register with. These are displayed on the same page with handy hints to help you. You'll be asked to complete a short registration form. We don't give or sell these details to anyone else - they're purely for us to recognise you each time you login.
- Handy hint: Our registration pages are case sensitive. We recommend you register all details in lowercase. Each time you logon, use all lowercase letters.
- Also please check that you're entering any dates in this format: dd/mm/yyyy (including the / symbols).
To register on LifelineOnline, enter your member card number and personal PIN number that you should have received at your first group. If you didn't receive a PIN number, please contact your Consultant or ask in group next week.
Visit LifelineOnline by clicking here
When registering, are you getting this error message when you enter your card/PIN?
"There's been a problem with the information you've entered..."
Please type your member card number with no dashes or spaces. If you can't read your card number, please ask your Consultant or a member of your social team to write it down for you.
Are you receiving an error when entering your email address to register with the website?
Our technical support staff have found the following common problems with email addresses:-
- Each member requires a unique email address. You cannot share your email address with someone who is already a member of LifelineOnline or Slimming World Online.
- Make sure you don't miss the .com or .co.uk from the end of your email address
- Make sure you don't miss the @ symbol from your email address - including at the end
- Make sure there are no spaces in your email address
Please double-check that you’ve entered your email address correctly. A typo, misplaced full stop or space could prevent you from receiving important information from us. (We do not pass these details on to anyone else.)
If you are typing the '@' symbol on your keyboard, but it's showing up as a " symbol instead, you may have your keyboard language set to USA. To rectify this, you can change the language in your computer's settings, or you can hold down the 'shift' key and press the number '2' to enable you to type the '@' symbol.
Have you visited LifelineOnline or Slimming World Online before?
You may have already registered with the website. Please click here to return to the start and then click on the 'log in' using your username and password.
If you have moved to a different Slimming World group and have a new member card, or you lost your previous card please log in to LifelineOnline as usual - you won't need to re-register. Please enter your new card/PIN if/when prompted.
Do you share your email address with another Slimming World member?
If you share your e-mail address and the person you share it with has already registered on our website, you will need to use a different email address. The website recognises each member by their individual email addresses so it won’t let a second person register with the details. If you would like an email address specifically for the purposes of using LifelineOnline or Slimming World Online - Yahoo (http://www.yahoo.co.uk) and Hotmail (http://www.msn.com) both supply free email addresses.
I'm having problems logging in
If you haven't yet registered to use the website, please do that first.
To register for our online only programme click here.
My password won't work...
In the first instance:
Please check that you have entered your password correctly into the 'personal password' area. Your personal password will be case sensitive - please check your CAPS lock is off. If you cannot remember your personal password click here.
Please check that you are spelling your password correctly - a small typo will prevent you from accessing the site. Also, check that you are entering your username and password in the same case as you registered them.
If the site is flagging your personal password as the problem, please use the forgotten password link to receive a confirmation e-mail.
You may need to check your privacy settings to ensure your PC saves a cookie.
I’ve re-joined my Slimming World group and I can’t get into Lifeline Online
- If you’ve been away from group for less than 3 months and have a new member card, then please log on with your username and personal password – there’s no need to re-register.
- If you’ve been away from group for less than 3 months and have kept your existing member card from when you originally joined, you’ll be able to access LifelineOnline again 2 to 3 days after you've returned to group (once your Consultant's sent the group information to us at head office, which tells the website you are back at group again). There’s no need to re-register.
- If you’ve been away from group for more than 3 months, and have either kept your card from when you originally joined or have a new card, you’ll need to register again using your member card and PIN. (If you’ve kept your original card, please ask your Consultant or social team for a reminder of your PIN).
I keep getting a security message when I enter the website...
Are you receiving a security message about security certificates?
If you're using an older internet browser, you may see an error message before proceeding to the next page stating "cannot connect to an expired server certificate."
We would like to reassure all our visitors that our Security Certificate is still valid and any data you use to access the Slimming World websites and/or provide during your visit will be transferred and kept securely, as per our terms and conditions.
To avoid seeing this message on future visits, you can either:
- upgrade your browser to the latest version. (If you are using Internet Explorer, click 'tools>windows update' to start the process)
- go to http://www.verisign.com/support/site/rootDoc.html to manually install the new VeriSign Class 3 PCA Root (expiring in 2028) into your browser
I can’t log in in today and it just keeps taking me back to log in page, can you help?
To help resolve this problem you may need to clear your temporary internet files, and here’s how to do it:
Clear your cache and cookies (temporary Internet files):
Most browsers store a temporary copy of every page you visit. Clearing your cache deletes those files and makes room for new ones. Follow the steps below to clear your cache - if your browser isn't listed, please visit the Help section on your browser provider's home page.
- For Internet Explorer 8:
Select "Tools" from the top of the page and then click "Delete Browsing History". Tick the items as shown below and then click delete. This may take a few minutes. Once finished, close your browser, re-open it, and then try accessing the site again.
- For Internet Explorer 7:
Select "Tools" from the top of the page, then "Internet Options" and then the "General" tab. Under "Browsing history ", click "Delete". In the Delete Files dialogue box, choose "Temporary Internet Files", "Cookies" and "History", as shown below. Please note that if this has not been done regularly, it may take several minutes. Once you have taken these steps, close your browser, re-open it, and try accessing the site again.
- For Firefox/Mozilla:
Select "Tools" from the top of the page, "Clear Recent History " and then in the dialog box, tick the appropriate boxes, as shown below, before clicking "Clear Now".
Once finished, close your browser, re-open it, and then try accessing the site again.
Internet security settings
Zone Alarm: If you have Zone Alarm or something similar, please select privacy>site list and uncheck the third party web bugs setting.
If these actions don’t help, it may be that your security software is affecting you accessing the website, so it could be worth you checking this with your security software provider. To check this, try logging on using another PC outside your home, for example a relative or friend’s, and if you can get on to the website this would show that it is your security software at home stopping you from accessing the site.
Try an alternative browser
Using an alternative browser could also help to solve the problem. The most commonly-used browser, which comes with Windows, is Internet Explorer. However, there are a couple of other browsers which you can download and use completely free. Just search for 'Google Chrome' or 'Mozilla Firefox'. Both of these browsers can be downloaded and installed relatively quickly, and may help you to get onto our site if the other solutions are not working for you.
This didn't work - what can I do now?
Further solutions may be found on this page. Please scroll-down to see more FAQs.
"I registered with the website several months ago - why can't I log in?"
Please check that you're using the same details to log in as you first registered. The website is case sensitive, so please try with and without capitals, if you can't remember your password please click here
There's a problem with my email address...
No member was found matching the username and/or password you entered, make sure you have typed them correctly and click Log in again.
Our technical support staff have found the following common problems with email addresses:-
- Each member requires a unique email address. You cannot share your email address with someone who is already a member of LifelineOnline or Slimming World Online.
- Make sure you don't miss the .com or .co.uk from the end of your email address
- Make sure you don't miss the @ symbol from your email address
- Make sure there are no spaces in your email address - including at the end
Please double-check that you’ve entered your email address correctly. A typo, misplaced full stop or space could prevent you from receiving important information from us. (We do not pass these details on to anyone else.)
If you are typing the '@' symbol on your keyboard, but it's showing up as a " symbol instead, you may have your keyboard language set to USA. To rectify this, you can change the language in your computer's settings, or you can hold down the 'shift' key and press the number '2' to enable you to type the '@' symbol.
Have you changed your email address recently?
If you have changed your email address you will need to logon to the website using your old e-mail address with your personal password.
To change your email address, once logged in go to my Slimming World and update my details then click on edit my personal details.
"I'm having trouble logging on with my iPad/iPhone"
If you have experienced difficulties logging into the website from your iPad/iPhone it could be because your iPad is not set to accept cookies. Alternatively, it could be set to a high security setting which also won’t allow any cookies to be saved.
On your iPad/iPhone, visit the settings link and then scroll down to Safari to the setting called ‘Accept Cookies’ and set this to ‘from visited'. Once cookies have been set to ‘from visited’, ensure you continue to recieve the latest updates by syncing your device to iTunes regularly.
Please note:
We are unable to respond to any queries that are answered on this page.
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