Login help

How to deal with login problems when accessing the members' online area

We have listed some suggestions to resolve potential login issues when accessing the members' online area.

If we have not answered your questions below, please contact the Membership team directly.

Access to the Members' only online area is only available for current members. To access the Members only area, all members must register during their first visit.

If your membership has lapsed for more than 14 days then the website will prompt you to renew your membership. You can still renew your membership up to 6 months after it expires at our sites and by contacting the Membership Team on +44 (0) 131 668 8999.


You will also need to register separately to use the Members web section. See Question 1 above on the steps to take to register on your first time visit.


Login problems can be caused by blocked cookies. If you are blocking cookies or use an internet security/privacy program that blocks first party cookies, you may not be able to login. Use the guidelines to unblock cookies [38 kb]. If you are using a web browser or an Internet security/privacy program not listed in the guidelines, please consult its documentation for instructions for unblocking (first party) cookies.

You may also need to clear the web pages that have been automatically stored, or cached, in your computer’s internet browser. Caching problems can lead to "wrong" pages showing up and are frequently reported as a source of login problems.

To clear your cache take the following steps depending on your internet browser:

Internet Explorer

• From the Tools menu, select Internet Options.
• Choose the General tab.
• In the Temporary Internet Files section, click Delete Files/Delete Cookies
  To confirm the deletion, click OK.

Mozilla

• From the Tools menu, select Options, and then click Privacy.
• Select the Cache tab, and then click the Clear Cache Now button.

After clearing your cache, close all internet window(s), then open a new browser and try to re-open the login page.


Please email

• the web address and
• a detailed description of the error message to hs.friends@scotland.gsi.gov.uk. Explain the steps you undertook before the error message was generated.

The more information we have on the error message, the easier it is for our web team to resolve.

How to take a screen shot
If you are using Windows, take a picture of the window with the error message by pressing Print Screen on your keyboard. This will copy a picture of the screen window to your computer's clipboard. Paste the screen shot into a Word document and attach to the email for delivery.