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?
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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 Our World.

 

Are you using any internet security software?
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We have found that some internet security software (like Norton, McAfee and Zone Alarm) can block the cookies from Our World. 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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Have you just become a manager, and noticed that the Our World Plus button is still grey - and doesn't link to the Our World Plus area of the website?
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It may take a few days for your new details to be posted to Head Office and processed by your admin team. If it has been longer than 7 days since you started as a manager, please telephone your admin team to ensure your new details have been recieved.

Please note: After your details have been updated you will not be able to access Our World Plus until the next working day - as all updates to Our World will happen overnight.

 

This didn't work - what can I do now?
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When you've entered your password and email address, does the site return you back to the start each time?
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We have discovered that some PC software is creating a small problem for Consultants. 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?
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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 Our World Consultants. 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?
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Does the site keep telling you that your date of birth isn't correct?
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If this is happening, please telephone your admin team at Head Office to ensure they have your correct date of birth on the system.

If we update or amend your date of birth, you will not be able to
re-register with Our World until the next working day - as all updates to Our World will happen overnight.

 

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

If you have already registered with Our World, please click here to return to the start and then click on the 'logon' button.

 

This didn't work - what can I do now?
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Has Our World locked your account?
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If you have entered your details incorrectly for a few times, your account will become locked. You will need to contact your admin team at Head Office to re-activate your account.

 

This didn't work - what can I do now?
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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.

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)

This didn't work - what can I do now?
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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 Our World?
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Our technical support staff have found the following common problems with email addresses:-

• Each Consultant requires a unique e-mail address. You cannot share your email address with someone who is already a Consultant (e.g a spouse)
• 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 Our World before?
(If this isn't the case, please scroll down for further solutions)

If you have already registered with Our World, please click here to return to the start and then click on the 'logon' button.

 

This didn't work - what can I do now?
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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 your password and email address 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 Our World before?
(If this isn't the case, please scroll down for further solutions)

If you have already registered with Our World, please click here to return to the start and then click on the 'logon' button.

 

Have you changed your email address recently?
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If you have changed your email address will need to logon to Our World using your old e-mail address, with your personal password.

Once you get to the homepage, click the 'update email address' link in the left-hand navigation menu. This will show you the current e-mail address and enable you to change it.

You will also need to inform your admin team at Head Office of your new email address (by telephone).

 

This didn't work - what can I do now?
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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.

Also, try entering your delivery postcode instead - if this is different to your home postcode.

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

 

Do you have an 'O' or a zero in your postcode?
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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

 

Are you an overseas Consultant (with no postcode)?
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If you do not have a postcode, please telephone your admin team at Head Office - so that they can temporarily add a postcode to your account to allow you to register. Once you have registered, please contact your team again to remove the temporary postcode - so that there is no confusion with deliveries.

Please note: if your details are amended at Head Office, you will not be able to re-register with Our World until the next working day - as all updates will happen overnight.

 

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

If you have already registered with Our World, please click here to return to the start and then click on the 'logon' button.

 

This didn't work - what can I do now?
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Are you receiving a security message about security certificates?
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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?
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