FAQ

I clicked on ‘lost Password’ but I have not received an email with a link to create a password.

There are three possible reasons for this:

• The email address you entered does not match any of the email addresses registered in our database. In this case, please check which email address you used to create your account (a confirmation email was initially sent to you), then click on ‘lost password’ and enter the correct email address.
• You have made a typing error when entering the email address to which the link to create a password must be sent. Click on ‘lost password’ and enter the correct email address.
• You have not entered the correct email address when creating your account. Please contact us letting us know the details of your project, what stage you have reached in the application process, and your correct email address.

Tip: if you have clicked ‘lost password’ more than once, only the last link received will be valid.

I clicked on ‘lost password’ but when I click on the link received by email, an error message is displayed.

If you have clicked on ‘lost password’ more than once, only the last link received will be valid.

I Click On ‘Next screen’ In The Form But I Am Stuck On The Same Page.

If you use Internet Explorer 7 or 8, please try again with a more recent version (Version 9 of Internet Explorer or newer) or with another web browsers such as Mozilla Firefox or Google Chrome.

I am unable to upload documents to my form

If you are experiencing a problem when uploading documents to your form it could be for the following reasons:

• It could be the Internet Browser you are using. We find the user account has greater functionality when accessed through Google Chrome.
• Flashplayer is required for the upload function in your User Account to work, if you do not have it already flashplayer is available to install/update for free by visiting: https://get.adobe.com/flashplayer/.
• Already have the latest version of flashplayer and using and Google Chrome? Occasionally, there are updates to web browsers which prevent flashplayer from working properly. try following these steps:
  • 1. Open the Google Chrome menu in the top right hand corner of the page and click on "Settings"
  • 2. Click on "Advanced settings"
  • 3. Click on "Content settings"
  • 4. Select "Allow sites to run Flash"
  • You should now see the upload button displayed in your Form.
• If you are still having difficulty let us know. ‘Start a new conversation’ with us by selecting ‘My account' and 'Manage my applications’, here you can also try uploading your documents to your message.

How Can I Read The First Part Of My Application Again?

You can look over your project by:

• Opening the PDF you received in the confirmation of reception email, sent after you submitted your first part of the application form.
• Going to ‘My account and click on Manage my applications’. Then click on ‘View’ under the first part of your project.

I Have Invited Another Contributor To Help Complete Part Of My Project. How Do I Know That They Have Logged Into The Interface And Completed The Part?

Once the person you invited has completed their part and clicked on ‘Validate and send’, you will be immediately notified by email.

I have tried to log into my account and I got to that page: "INVALID LINK" "ARE YOU SURE YOU RECEIVED A RECENT LINK?" Please check with the person who passed it on to you. DID YOU CLICK ON A LINK OR DID YOU TYPE THE ADDRESS MANUALLY? Please try to copy/paste the link in the address bar of your browser. If you contact us, thank you for sending us the following error code: "invalidLoginCsrfToken."

If you are sure you have the correct address, please check if your cookies are activated in your browser by clicking on this link: https://www.whatismybrowser.com/are-cookies-enabled. If the answer is "yes", you will have to delete the cookies.

Below is a link where you will find the steps to follow in order to delete the cookies based on the browser you use: http://www.allaboutcookies.org/manage-cookies/clear-cookies-installed.html.

When does the Autosave apply?

• every two minutes
• every 30 seconds after you have entered data or have made a change
• after you have entered a first answer and started answering the second question
• when you click on ‘Previous screen’ or ‘Next screen’ buttons
• when you click on another screen on the menu on the left hand side of the interface

Why can't I upload documents, or see the upload buttons?

If you have trouble uploading attachments or cannot see the upload buttons in the form, it is likely to be due to the settings within your web browser, as the upload function requires flash player to work.

We recommend accessing your form using Google Chrome, once you have opened you web browser you can check your settings are suitable by following the steps below:

1. Open the Google Chrome menu (the button looks like three dots stacked on top of each other) in the top right hand corner of the web browser page
2. Select 'Settings'
3. Select 'Advanced settings'
4. Select 'Content settings'
5. Check 'Allow sites to run Flash' is selected
6. Check 'Ask first' is unselected
7. Close your web browser and open it again, and you should now be able to upload documents to your form

If you do not have the ability to complete the above you may first need to download or update your flash player which is available for free at the following link: https://get.adobe.com/flashplayer/.

I have further questions

If you are unable to find the answer to your question(s) here, please contact the team on 0203 567 6820 or email to [email protected]