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Technical Tips

Here are details of some common problems you might experience when using our website, along with details on how to solve them.

1. I can’t register – If your email address, password and date of birth have all been entered properly and there is a problem at this point, it may be because you have already registered. The website will recognise you if you come back. It will not allow you to register twice or submit duplicate applications. Instead, try logging- in, using the same email address and password you used the first time. You will have had a reminder of these in your Registration email which contained your application form.


2. I can’t log in – This is most commonly caused by entering the incorrect username or password. Double-check the spelling of both of these by referring back to your registration email.


3. I have not received a Registration Email – If you have registered your details and the registration email does not appear in your inbox within 24 hours, please first check your junk mail. You can also search for this in your email inbox, either under sender (this will be shown as information@thomaswalltrust.org.uk) or subject (Thomas Wall Trust [Registration notification], followed by a reference number). All our registration emails are sent as high priority, so you should be able to see the red exclamation mark clearly.


4. I can’t upload my form or reference document – Some computers may have firewall settings that interfere with the uploading process. Try checking your firewall settings or using an alternative computer. Please also ensure that your file does not exceed 500KB in size, if it does, we will not be able to accept it.


5. The Trust’s website is down or not responding - From time to time, for reasons that are beyond our control, our website may slow down due to high volume or need to close for maintenance. If this happens, please be patient and come back to the website once 24 hours have passed. Most issues are resolved within this timeframe.


6. Nothing works – now what? – If all else fails, you can email us at information@thomaswalltrust.org giving as many of the following details as possible. The more information you give, the more likely it is we will be able to resolve the problem:
   
   
   • Your name and date of birth
   
   
   • Date of registration
   
   
   • Email address used to register
   
   
   • Details of where there are problems in the application process (eg, on registering, or on uploading a document)
   
   
   • Details of any error messages you can see
   
   

Thank you for your help.