If you are experiencing login problems, please consult this guidance before calling (if possible and convenient).
What message are you getting?
The first thing to consider is what message do you receive? In 9.999 out of 10 cases you will see the error:
“The user name or password is incorrect”
If this is the case then it is how the username or password is being typed and this is not a problem with the system.
How is username, email or password being typed?
I’m sure you will be certain that how you are typing either the username or password is the correct way but honestly this message is reliable. It can be the simplest of things wrong for example not putting a capital letter where there should be or even if a space is missing.
For example if the password is aG76 wdg, the following will NOT work: ag76Wdg. The problem here is the capital letters are wrong and the space is missing.
Also, if for example you use your postcode as a password, check how it is typed – i.e. is the full postcode being entered in capitals with the space in the middle e.g. HG1 1UF?
Many customers use their email address in the top box which is perfectly acceptable but the downside to this is forgetting that your email has changed. You must ensure that the email you type in the first box is the one registered with us. If not, it will produce the incorrect username error.
Reset the password
If you still get the error, you will need to reset your password. Our system is so secure that even we cannot see your password and it is not stored in plain text. Therefore, we are unable to assist with your password and you need to let the system do it’s stuff.
The first thing to do is enter your email or username in the “lost password?” box to the right of the login boxes.
You will then see a message saying an email has been sent
If you do not see the email within a couple of minutes, please check your spam or junk folders.
Click the link (within 8 hours otherwise you will have to go back to the lost password) and then enter your new password and confirm.
Your password will have been reset.
If you get an error when trying to access protected content which reads something like “script error, please contact webmaster for assistance”, try clearing your browsers history and cache. Our website works best on Google Chrome.
In order to make the website run as fast as possible, we ‘cache’ pages which means they are saved to your browser so that next time you visit, the page doesn’t need downloading again. Sometimes this can get a little messed up which is why clearing the history and cache in your browser will normally fix this problem.
For instructions on clearing browsing data on your particular browser, click below:
Other website issues
Hopefully, 99% of the time the website is fully functional. However, on rare occasion (usually after an update to the software) things can go wrong.
When trying to view secure content, if you get a message saying you need to upgrade or renew, just check you have renewed to the Guild. Even if you have not renewed, you will always be able to login and you can see your payment history here..
Your active subscriptions are here and if you don’t see anything with Guild of Residential Landlords, it may be that a renewal has not been entered on our records.
If you are in a rush and we are in meetings or it is out of hours and you need some document urgently, you can always subscribe to the auto renew monthly subscription. Yes, this will cost you £9.00 but we WILL ALWAYS REFUND YOU if you had indeed paid and there was some error at our end. At least this way you can get access there and then.
If you find some other errors to above, you will probably need to contact us.
Secure password and password manager
It is essential in this modern day that use have strong secure passwords and that you NEVER use the same password on multiple sites. We personally use and highly recommend you give 1password a try. It is a fantastic app which runs on all devices and generates random passwords and makes them very easily accessible. When you visit a website the app recognises the site and will optionally fill in the username and password with one click! It is a truly fantastic app.