The following frequently asked questions are related to website support.
Check that other internet pages load ok so you know it is more likely to be the Membership website at fault. If possible check with colleagues to see if they have the same issue. We recommend using Internet Explorer (any version above 7). Close any open browser windows then open a new window. Try visiting the page again. If the page still doesn't load contact (contact centre). If trying to access the IL3 version make sure you are connected to the PNN/PSN.
Membership logins are connected to MLE (Managed Learning Environment) login details so you will need to make sure you have an MLE account. If you need to check this or have it reset please click on the forgotten password link under the login box. Type in your email address and it will say if you have an account or not. If you do an email will be sent with further instructions. If you don't or aren't sure please contact (contact centre).
Click on the forgotten password link under the login box and type in the username you use to access the MLE. If you aren't sure what it is there is a helpful guide to the right of the page with a drop down for each force. Once you input your username and click Request Password Reset an email will be sent with links to change your password. This will reset your password for the MLE and Membership sites. The email should arrive within 5 minutes. If nothing has appeared within 30 minutes check that you are receiving other external emails before contacting us at (contact centre).
You can use the forgotten password link which will send you a link to update your password as described above on how to reset it.
You can't change your username it is linked to your MLE account so needs to be kept synchronised.
You should register with the MLE account which belongs to the organisation you wish to be known from. It would be helpful, if this was also the account which you've used most frequently, as the data from this account will be used to populate your membership profile with your MLE training records…however, if this isn't the case, we can merge your MLE account records. (See question 'I have multiple accounts, can I merge them?)
If your preferred MLE account has been deactivated, you have two options:
Yes. You can merge your MLE accounts by completing the Training Transfer Request form. We will only be able to complete the data transfer when we have received the completed form that has been approved by the appropriate force / organisation.
You can log in with one of your other MLE accounts.
If you have more than one 'other' account, we would recommend the one with the most training records as these will be used to populate your membership profile
Your membership profile will only show courses categorised on MLE as e-learning. All other types of MLE training will not show on your profile. For example, video and readable content. Future system development will address this.
By default, your membership record is linked to a single MLE account. If you have multiple MLE accounts, your missing training records may be linked to an MLE account that is not linked to your membership account.
You can merge your MLE accounts by completing the Training Transfer Request form.
We will only be able to complete the data transfer when we have received the completed form that has been approved by the appropriate force / organisation.
You can request that we unregister one of your membership accounts by contacting us at firstname.lastname@example.org
The first time you login to Membership you will automatically be taken through each step of your profile to add it. However after that point if you wish to edit or update it you need to do the following. Top right of the Membership website when logged in you will see your name. To the right of that should be a small arrow to click on (see screenshot below). If you can't see the arrow hover in that area and you will see a hand appear. You can then click to see 4 menu items in a dropdown. One of which is edit profile.
If you don't see the arrow or when you see the hand and click nothing happens refer to the next FAQ support section below.
Firstly ask your IT to add the Membership websites to their trusted sites zone to make sure no security is blocking any functionality. This might take them a few days so try the next step to see if you can then use the site.
In Internet Explorer try switching on compatibility mode. Depending on your version of Internet Explorer this can be in different places. Below is the location on IE11, check with your IT if unsure.
Top right of the Membership website when logged in you will see your name. To the right of that should be a small arrow to click on. If you can't see the arrow hover in that area and you will see a hand appear. You can then click to see 4 menu items in a dropdown (see screenshot below). The bottom option is logout. If you don't see the arrow or when you see the hand and click nothing happens refer to the previous FAQ support above.
Yes you can use multiple tabs or windows. As soon as one session is logged out all of the other tabs and windows will be logged out.
If you see any error messages while using the Membership website or you are logged out randomly please close down any internet browser sessions and try loading the site and logging in again. Also make a note of what happened with screenshots if possible and report them to (contact centre).
Supported DevicesThe Membership site has adopted a graceful degradation approach in web design, meaning we develop or design a web site with the best functions and features for the latest targeted browser or devices, and add handlers or functionality to degrade as needed for less capable browsers or devices.
We have tested the site using Windows laptops and PCs, Apple MACs, iPads and iPhones and Mobile Android devices. Newer versions of browsers may need putting into Compatibility Mode. This is usually Microsoft products. We covered this in a section above with instructions (When I click on buttons and menu items on the Membership website nothing happens.)