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Troubleshooting

Troubleshooting hints and tips for booking on to an event

Having trouble booking on to an event ? Here are some common technical issues and tips on how to resolve them.

I am logged in but I cannot book onto a chargeable event 

Your account will need to include a registered address to enable you to book onto chargeable events.

Click the red ‘Log In’ button at the top of the icaew.com/events page and select ‘Account’, followed by ‘My Account’. Once the page refreshes, click ‘My addresses’ to ensure we have an address on file for you.

These changes can take up to 24 hour to take effect.

In the unlikely event the changes have not saved, please contact the events information team via events.information@icaew.com so that we can ensure your account is up to date.

When I click a link, it takes me back to the home page, why? 

Sometimes with new accounts you may need to clear your cache and cookies under your internet settings before the site will recognise the new account. See the guidance notes below on how to clear your cache and cookies on the three most common browsers.

After you complete the steps, websites will load correctly, but you’ll notice that they will take longer than usual. This is because the browser provider has to re-cache the data again. As a result of clearing up cookies, you may also need to sign-in again to some of your online services.

Please ensure all browser proxy settings are correct.

Should you require further assistance please contact your IT operator.

How to clear cache and cookies on Firefox

  1. Open Firefox
  2. Click the setting (hamburger – three horizontal lines) button on the top-right corner.
  3. Click on ‘Options’.
  4. Click on Privacy & Security.
  5. Under the 'History' section, click the 'Clear history' button.
  6. On 'Time range to clear', select from the drop-down menu the time range to clear the browsing data. (It’s always recommended to select the 'Everything' option).
  7. Under the 'History' section, check the 'Cookies and Cache' options.
  8. Clear the any other options that you don’t wish to remove. For instance, Browsing & Download History, Active Logins, Form & Search History, Site Preferences, and Offline Website Data.
  9. Click the 'Clear now' button.

How to clear cache and cookies on Google Chrome

  1. Open Chrome.
  2. Click the ‘Settings’ (three-dotted) button on the top-right corner.
  3. Select ‘More tools’, and click ‘Clear browsing data’.
  4. On 'Clear browsing data', select from the drop-down from when you want to clear the browsing data. It’s always recommended to select the 'the beginning of time' option.
  5. Select the items you want to clear. In this case, select the ‘Cookies and other site and plugin data, and Cached images and files options’. In addition, note that you can also clear a number of other browsing data, including: browsing and download history, passwords, autofill form data, hosted app data, and media licenses.
  6. Click the 'Clear browsing data' button to complete the task.

How to clear cache and cookies on Explorer

  1. Open Microsoft
  2. Click the 'Settings' icon (cog) button on the top-right corner.
  3. Click on Settings.
  4. Select 'Internet options'
  5. Under the 'General' tab click the 'delete' button next to the 'settings' button.
  6. Select the files that you want to delete - best to tick 'history, form data and passwords'.
  7. Click the 'Delete' button.
  8. Click 'OK'.

I have forgotten my password 

To reset your password please select the attached link. Two options will be provided; to reset your password via email or online.

I have forgotten my username 

If you are a ICAEW member, your membership number will generally work as your username.

However, if you are not a ICAEW member and cannot remember these details, please select the here to send your username to your registered email address.

Note: Please also check your junk folder if this does not appear within 15 minutes. 

How do I make changes to my account?

To update your account information, please log into your account on the ICAEW website.

Click ‘My Account’ at the top of the page and select ‘Edit My Details’.

Once you have made the necessary changes on both pages, click ‘Submit’ to save your changes.

These changes can take up to 24 hour to take effect.

Please note that changing your email address on events@icaew.com will not reflect on your main record, so you will need to follow the steps above in order to ensure that both records are updated.

In the unlikely event the changes have not saved, please contact the events information team so that we can ensure your account is up to date.

Event Information Team

Due to the ongoing situation the Events Information team will be available via webchat from 9-5 Monday till Friday. Except Wednesday when we open from 10- 5pm.

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