When you click on the 'log on' or 'register' buttons - does the next page refuse to load?

In the first instance:
If you are using Internet Explorer as your web browser, close it and click on the Internet Explorer icon on your computer desktop with your right-hand mouse button. In the drop-down menu that appears, choose "start without add-ons", and then try to log into the website again.

Our technical support staff have found that some Internet Explorer users have been having problems logging on. There are some browser 'add ons' that can conflict with some websites where you need to log on.

You can see if there is a particular browser add-on that is causing the problem - you will need to open Internet Explorer and go to the 'tools' drop-down menu at the top of your screen, and click on 'manage add-ons'.

A window will open showing you all of your browser's add-ons. To disable an add-on, click on it in this window and click on the 'disable' button at the bottom of the window and then press OK.

You will need to try this for every add-on (one at a time) in the window to discover which one is blocking your access to the website.

(If this isn't the case, please scroll down for further solutions)

 

Have you added 'www.slimmingworld.com' to your trusted
sites list?
(If this isn't the case, please scroll down for further solutions)

Click on the 'tools' menu at the top of your browser window and select 'internet options'. A new window will open. You will need to choose the 'security' tab, and then select 'trusted sites'.

Type 'www.slimmingworld.com' into the entry box and then click 'add', and then click 'OK'. After this, close your internet browser and re-open it to log onto LifelineOnline.

 

Are you using any internet security software?
(If this isn't the case, please scroll down for further solutions)

We have found that some internet security software (like Norton, McAfee and Zone Alarm) can block the cookies from LifelineOnline. You will need to look for programs installed on your computer that include terms such as 'internet security'. Once you have located these programs, you will need to adjust the 'privacy' settings to make sure that 'third party cookies' are not blocked.

Sometimes, these settings can get altered as your software updates itself automatically - so they can change over time. Please consult your software documentation to find out how to change your cookie settings - or telephone your security software technical support team for assistance.

 

As a final resort...

You may need to unplug and re-set your modem and router, as some automatic Windows updates can change your settings. Please follow your ISP's instructions when doing this.

This didn't work - what can I do now?
Further solutions may be found on this page. Please scroll-down to see more FAQs.

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When you've entered your password and email address, does the site return you back to the start each time?
(If this isn't the case, please scroll down for further solutions)

We have discovered that some PC software is creating a small problem for members. If you are being logged out when trying to use certain parts of the website please follow the instructions below:

The software we’ve heard about so far is Norton Internet Security and Zone Alarm - which is personal firewall software (although, other security software may have similar issues). If you have either or both of these products, it could be causing a conflict between your PC and the website.

We have found a fix for Zone Alarm users. Select privacy>site list and uncheck the 'third party web bugs' setting. This has helped other users with similar problems.

The same problem might be happening with other firewall programs. Please consult your software's help file for instructions on enabling web bugs.

 

Are you getting a message saying "your logon/session has expired" when you use the website?
(If this isn't the case, please scroll down for further solutions)

You may need to check your privacy settings to ensure your PC saves a cookie. In your browser go to tools>internet options>privacy and make sure the setting is at medium.

Unless there are long periods of inactivity between logging on and using the website, it sounds like this may be a browser or software incompatibility problem.

We have discovered that some PC software is creating a problem for some LifelineOnline members. The software we’ve heard about so far is Norton Internet Security and Zone Alarm which is personal firewall software (although other security software may have similar issues). Zone Alarm users: please select privacy>site list and uncheck the third party web bugs setting.

The same problem might be happening with other firewall programs. Please consult your software's help file for instructions on enabling web bugs.

 

This didn't work - what can I do now?
Further solutions may be found on this page. Please scroll-down to see more FAQs.

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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. Your group password needs to be entered all in lowercase.

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 .In your browser go to tools>internet options>privacy and make sure the setting is at medium.

(If this isn't the case, please scroll down for further solutions)

 

Are you receiving an error when you are entering a personal password to register with LifelineOnline?
(If this isn't the case, please scroll down for further solutions)

When registering, your personal password needs to be between 6 and 12 characters. You will need to use this password each time to log on to LifelineOnline. Your personal password will be case sensitive.

Have you visited LifelineOnline in the last 6 weeks?
(If this isn't the case, please scroll down for further solutions)

If you haven't visited LifelineOnline within the last 6 weeks, your account may have been automatically removed. We regularly clear accounts from our database if they haven’t been accessed for 6 weeks to keep the website as fast-running as possible. Each time an account is due to be removed we always inform the member by email to remind them to log on during the next few days. If your previous LifelineOnline account has expired, please click here to re-register with your email address and group password to create a brand new account. (Please double-check that your email address is typed correctly to ensure we can contact you if your account is due to expire in the future.)

 

This didn't work - what can I do now?
Further solutions may be found on this page. Please scroll-down to see more FAQs.

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In the first instance:

If you have several email accounts, please check that you entered the same email address that you used during registration with our site. Also, make sure that it is entered correctly - a small typo will prevent you from accessing the site.

Please check that you are entering your username and password in the same case as you registered them.

You may need to check your privacy settings to ensure your PC saves a cookie .In your browser go to tools>internet options>privacy and make sure the setting is at medium.

(If this isn't the case, please scroll down for further solutions)

 

Are you receiving an error when entering your email address to register with LifelineOnline?
(If this isn't the case, please scroll down for further solutions)

Our technical support staff have found the following common problems with email addresses:-

• Each member requires a unique e-mail address. You cannot share your email address with someone who is already a member of LifelineOnline
• 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

Please double-check that you’ve entered your e-mail address correctly. A typo or misplaced full stop could prevent you from receiving important information from us. (We do not pass these details on to anyone else.)

 

Have you visited LifelineOnline before?
(If this isn't the case, please scroll down for further solutions)

You may have already registered with LifelineOnline. Please click here to return to the start and then click on the 'logon' button.

 

Have you visited LifelineOnline in the last 6 weeks?
(If this isn't the case, please scroll down for further solutions)

If you haven't visited LifelineOnline within the last 6 weeks, your account may have been automatically removed. We regularly clear accounts from our database if they haven’t been accessed for 6 weeks to keep the website as fast-running as possible. Each time an account is due to be removed we always inform the member by email to remind them to log on during the next few days. If your previous LifelineOnline account has expired, please click here to re-register with your email address and group password to create a brand new account. (Please double-check that your email address is typed correctly to ensure we can contact you if your account is due to expire in the future.)

 

Do you share your email address with another LifelineOnline member?
(If this isn't the case, please scroll down for further solutions)

If you share your e-mail address and the person you share it with has already registered for LifelineOnline, you will need to use a different e-mail address. The website recognizes each member by their individual e-mail addresses so it won’t let a second person register with the details. If you would like an e-mail address specifically for the purposes of using LifelineOnline Yahoo (http://www.yahoo.co.uk) and Hotmail (http://www.msn.com) both supply free
e-mail addresses.

 

This didn't work - what can I do now?
Further solutions may be found on this page. Please scroll-down to see more FAQs.

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In the first instance:

Please check that you have typed the group password correctly in the 'group password' box. The password is case sensitive and needs to be typed in lowercase letters. Please check your CAPS lock is off.

Please check that you are spelling the password correctly - a small typo will prevent you from accessing the site.

The weekly group password, given by your Slimming World Consultant, should be spelt in singular form - using lowercase letters. For example, if the password was "apple", make sure you do not enter "apples".

You may need to check your privacy settings to ensure your PC saves a cookie. In your browser go to tools>internet options>privacy and make sure the setting is at medium.

(If this isn't the case, please scroll down for further solutions)

 

Have you double-checked that you have the correct group password this week?
(If this isn't the case, please scroll down for further solutions)

The weekly group password is the password you will have received from your Slimming World Consultant.

If you haven't received a password from your Consultant in the last 2 weeks, you will need to contact them for the most recent password.

The password you receive from your Slimming World Consultant is valid for a full week until your next meeting. This means you will only need to receive and remember one password each week.

The group password changes every week. If you haven't received this week's password, please ask your Consultant. The group password is only available from your Consultant.

If you’ve been given this week’s group password and forgot to write it down, please give your Consultant a quick call for a reminder, as the password isn’t available from Head Office.

 

Are you typing your group password in singular form?
(If this isn't the case, please scroll down for further solutions)

The weekly group password, given by your Slimming World Consultant, should be spelt in singular form - using lowercase letters. For example, if the password was "apple", make sure you do not enter "apples".

 

Are you a Target member and need the group password?
(If this isn't the case, please scroll down for further solutions)

While you're at target (or 3lbs either side) and your Consultant knows this, they may provide the password. Please contact your Consultant to agree a mutually convenient method of receiving the password.

 

Have you visited LifelineOnline in the last 6 weeks?
(If this isn't the case, please scroll down for further solutions)

If you haven't visited LifelineOnline within the last 6 weeks, your account may have been automatically removed. We regularly clear accounts from our database if they haven’t been accessed for 6 weeks to keep the website as fast-running as possible. Each time an account is due to be removed we always inform the member by email to remind them to log on during the next few days. If your previous LifelineOnline account has expired, please click here to re-register with your email address and group password to create a brand new account. (Please double-check that your email address is typed correctly to ensure we can contact you if your account is due to expire in the future.)

 

Do you think you may have been given an incorrect group password?
(If this isn't the case, please scroll down for further solutions)

The group password is only available from Slimming World Consultants and not Head Office. If you think you may have the wrong password, or been given the wrong password, please contact your Consultant. The contact details will be written in the centre of your Food Optimising book.

 

This didn't work - what can I do now?
Further solutions may be found on this page. Please scroll-down to see more FAQs.

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In the first instance:

Please check that you have typed your personal password and your email address correctly, in the 'personal password' and 'email' boxes. Your password is case sensitive and needs to be typed in the same case that you first registered with us. Please check your CAPS lock.

Please check that you are spelling any passwords correctly - a small typo will prevent you from accessing the site.

Click here for our FAQs about personal passwords

Click here for our FAQs about email address problems

(If this isn't the case, please scroll down for further solutions)

 

Have you visited LifelineOnline before?
(If this isn't the case, please scroll down for further solutions)

You may have already registered with LifelineOnline. Please click here to return to the start and then click on the 'logon' button.

 

Have you visited LifelineOnline in the last 6 weeks?
(If this isn't the case, please scroll down for further solutions)

If you haven't visited LifelineOnline within the last 6 weeks, your account may have been automatically removed. We regularly clear accounts from our database if they haven’t been accessed for 6 weeks to keep the website as fast-running as possible. Each time an account is due to be removed we always inform the member by email to remind them to log on during the next few days. If your previous LifelineOnline account has expired, please click here to re-register with your email address and group password to create a brand new account. (Please double-check that your email address is typed correctly to ensure we can contact you if your account is due to expire in the future.)

 

Have you changed your email address recently?
(If this isn't the case, please scroll down for further solutions)

If you have changed your email address will need to logon to LifelineOnline using your old e-mail address, with this week's group password and your personal password.

Once you get to the homepage, click the 'My Journey' button in the left-hand navigation menu, and then 'update my details' from the sub menu. This will show you the current e-mail address and enable you to change it.

 

This didn't work - what can I do now?
Further solutions may be found on this page. Please scroll-down to see more FAQs.

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In the first instance:

Please check that you have entered your postcode correctly, in uppercase letters. Please check your CAPS lock.

(If this isn't the case, please scroll down for further solutions)

 

Do you have an 'O' or a zero in your postcode?
(If this isn't the case, please scroll down for further solutions)

If you have a zero in your postcode you will need to ensure that you enter this as the number zero rather than a letter 'o'. E.g. DE55 0RF not ORF

 

Why do we need your postcode?

We use your postcode details purely to enhance your use of LifelineOnline and will not send any correspondence by post. We will not pass your details onto anyone else.

 

Have you visited LifelineOnline before?
(If this isn't the case, please scroll down for further solutions)

You may have already registered with LifelineOnline. Please click here to return to the start and then click on the 'logon' button.

 

This didn't work - what can I do now?
Further solutions may be found on this page. Please scroll-down to see more FAQs.

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Are you receiving a security message about security certificates?
(If this isn't the case, please scroll down for further solutions)

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

This didn't work - what can I do now?
Further solutions may be found on this page. Please scroll-down to see more FAQs.

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"How do I register for LifelineOnline?"

LifelineOnline is our exclusive Slimming World members-only website.

To register, please ask your Consultant for the weekly group password. Visit LifelineOnline by clicking on the link from www.slimming-world.com or clicking here

Click the 'register' button. 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.

You'll be asked for your e-mail address, which will become your username, along with a personal password - something memorable that you will use each time you logon. You'll also require the group password.

Handy hint: LifelineOnline is case sensitive. We recommend you register all details in lowercase. Each time you logon, use all lowercase letters.

(Please scroll down for further FAQs)

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"I have tried to logon to the website but I cannot get in."

If this is the first time you’ve visited LifelineOnline, you will need to select the ‘register’ option. You’ll then begin a short registration process in which you’ll enter further information including your Username (email) and postcode. Once you've successfully registered then using the 'Logon' button will give you access to the site in future.

If you’ve already registered, please make sure you are using the correct information to log on. The website is case sensitive. If you entered your email address and personal password in lowercase, you will need to replicate this when logging on. Please note, the group password must be entered in lowercase.

Clear your cache (Internet Temporary 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: Select "Tools" from the top of the page, then "Internet Options" and then the "General" tab. Under "Temporary Internet Files", click "Delete Files". Click "OK" in the Delete Files dialogue box. Please note that if this has not been done regularly, it may take several minutes. When the files have been deleted, click "OK".
  
• For Firefox/Mozilla: Select "Tools" from the top of the page, then "Options" and click the "Privacy" button. On the Cache link, click the "Clear" button. Then click "OK".

Clear your cookies:
The problem may be caused by corrupted cookie files on your browser. Clearing your cookies should solve this. Follow the steps below to clear your cookies - if your browser isn't listed, please visit the Help section on your browser provider's home page.

• For Internet Explorer: Select "Tools" from the top of the page, then "Internet Options" and then the "General" tab. Under "Temporary Internet Files", click "Delete Cookies". Click "OK" in the Delete Cookies dialogue box. Please note that if this has not been done regularly, it may take several minutes. When the cookies have been deleted, click "OK".
• For Firefox/Mozilla: Select "Tools" from the top of the page, then "Options" and click the "Privacy" button. On the Cookies link, click the "Clear" button. Then click "OK".

Zone Alarm:
If you have Zone Alarm or something similar, please select privacy>site list and uncheck the 'third party web bugs' setting.

If you’ve tried all the above and still can can’t log on, another reason may be that you haven’t visited LifelineOnline for over 6 weeks. If this is the case, your account may have been automatically removed. We regularly clear accounts from our database if they haven’t been accessed for 6 weeks to keep the website as fast-running as possible. Each time an account is due to be removed, we always inform the member by email to remind them to log on during the next few days to keep their account active. If your previous LifelineOnline account has expired, please click here to re-register with your email address and group password to create a brand new account.

(Please scroll down for further FAQs)

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"I registered with LifelineOnline several months ago - why can't I login?"

Please check that you're using the same details to login as you first registered. The website is case sensitive, so please try with and without capitals. The group password must always be entered in lowercase.

If you haven't visited LifelineOnline for more than 6 weeks, your account may have been deleted. If this could be the case, please click here to register your details to start again

(Please scroll down for further FAQs)

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"LifelineOnline won't let me in!"

A red star will appear alongside the field that is incorrect.

If you're trying to register:

• If you share your email address and the person you share it with has already registered for LifelineOnline, you'll need to use a different email address. (If you would like an email address specifically for the purposes of using LifelineOnline Yahoo (http://www.yahoo.co.uk) and Hotmail (http://www.msn.com) both supply free e-mail addresses).
  
  Please also check that you haven't already registered by trying to log on.
  

If you're trying to log on:

• Please check that you are entering your username and password in the same case as you registered them. Your group password needs to be entered all in lowercase.
  
• If you haven't received the group password from your Consultant in the last 2 weeks, you'll need to contact them for the most recent password.
  
• If the site is flagging your personal password as the problem, please use the forgotten password link to receive a confirmation e-mail.

(Please scroll down for further FAQs)

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"I keep getting a message telling me that LifelineOnline is for members only - I am a member!"

We've discovered that some PC software is creating a small problem for a few members. One of these is Zone Alarm, which is personal firewall software and we have found a fix for this; please select privacy>site list and uncheck the 'third party web bugs' setting.

If you are seeing the message, but don't have this software installed, please check for other types of privacy/firewall software and contact your software provider for further help.

(Please scroll down for further FAQs)

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"I'd like to re-set my LifelineOnline details. Can you help?"

No problem! If you'd like to start again on LifelineOnline, please logon as normal. Visit the 'My Journey' section, where you'll see a link saying 'restart journey'. Click here to continue and re-set your details.

Please note, once clicked all your previous details will be deleted - My progress, awards, food diaries - it really is starting from scratch!

(Please scroll down for further FAQs)

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"I've reset my details on LifelineOnline - how do I get them back?"

I'm sorry, as we mention on the reset page, once clicked all your details are deleted so you can start your LifelineOnline journey again.

We're unable to retrieve your deleted information.

(Please scroll down for further FAQs)

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"I'm told my cookies are disabled!"

It sounds as though your PC settings may be stopping you from viewing the website properly. Each browser is different, so check the "Help" menu of your browser to learn how to change your cookie preferences.

Clear your cache (Internet Temporary 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: Select "Tools" from the top of the page, then "Internet Options" and then the "General" tab. Under "Temporary Internet Files", click "Delete Files". Click "OK" in the Delete Files dialogue box. Please note that if this has not been done regularly, it may take several minutes. When the files have been deleted, click "OK".
  
• For Firefox/Mozilla: Select "Tools" from the top of the page, then "Options" and click the "Privacy" button. On the Cache link, click the "Clear" button. Then click "OK".

Clear your cookies:
The problem may be caused by corrupted cookie files on your browser. Clearing your cookies should solve the problem. Follow the steps below to clear your cookies - if your browser isn't listed, please visit the Help section on your browser provider's home page.

• For Internet Explorer: Select "Tools" from the top of the page, then "Internet Options" and then the "General" tab. Under "Temporary Internet Files", click "Delete Cookies". Click "OK" in the Delete Cookies dialogue box. Please note that if this has not been done regularly, it may take several minutes. When the cookies have been deleted, click "OK".
  
• For Firefox/Mozilla: Select "Tools" from the top of the page, then "Options" and click the "Privacy" button. On the Cookies link, click the "Clear" button. Then click "OK".

Zone Alarm:
If you have Zone Alarm or something similar, please select privacy>site list and uncheck the 'third party web bugs' setting.

(Please scroll down for further FAQs)

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"How much does it cost to join LifelineOnline?"

Great news! LifelineOnline is absolutely and exclusively FREE to Slimming World group members.

Ask your Consultant for the weekly group password and register today!

For a warm and friendly Slimming World group near you call 0844 897 8000 or visit our online service (link opens in a new window).

(Please scroll down for further FAQs)

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"I'm not a member. Can I join LifelineOnline?"

LifelineOnline is exclusively for Slimming World group members.

For a warm and friendly Slimming World group near you call 0844 897 8000 or visit our online service (link opens in a new window).

Alternatively, you are welcome to join bodyOptimise - unique slimming support at the touch of a button. Visit www.bodyoptimise.com for further information.

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The solutions above didn't work - what can I do now?
If you have tried all our solutions and are still having problems accessing the website or section, we recommend you contact the manufacturer of your security software package (to ensure that this isn't blocking access to LifelineOnline). You’ll need to ask them how to enable cookies for our website, www.slimmingworld.com. Or you can consult a friend or family member who may be able to help you further.

Another reason may be that you haven’t visited LifelineOnline for over 6 weeks. If this is the case, your account may have been automatically deleted. We regularly clear accounts from our database if they haven’t been accessed for 6 weeks to keep the website as fast-running as possible. Each time an account is due to be removed we always inform the member by email to remind them to log on during the next few days. If your previous LifelineOnline account has expired, please click here to re-register with your email address and group password to create a brand new account.

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