Help Page

Having trouble logging in? Please see below for advice on how to resolve the issue.


Login screen will not load ‘please wait’ message

Following a recent system upgrade. We understand there have been some referrers impacted by the change and subsequently have not been able to access the dashboard.

We can only apologise if this applies to you. Here are some suggestions which should resolve the issue locally on your device:

1. Check for any bookmarked links that you may have used previously as this will prevent the new link for loading – delete any old bookmarked links.

2. Please try a hard re-fresh.

Operating SystemWeb browserCommand
WindowsChrome or FirefoxCTRL+SHIFT+R
WindowsAny browserCTRL+F5
IOSChrome or FirefoxCOMMAND+SHIFT+R
IOSSafariCOMMAND+OPT+E

3. Try clearing cache/browsing history including “cookies and other site data” and “cached images and files”.

Advice on how to find and delete a bookmark, clear cache and browsing history, can be found on the Google Chrome support website.


Not receiving the password re-set or verification email?

Both emails are sent from an unmonitored automated email account, when the request is made via the cant log in? link on the main login screen.

If you don’t receive the email within 5 minutes of making the request. You will need to please can I ask that you check with your IT department as the email may be blocked by your spam filters.

The email will come from emergencyessentialsmailbox@familyfundservices.co.uk and you may need to ask your IT team to add this email to your ‘safe list’.

However, please keep in mind that the link in the email is only valid for 24 hours.

If you need to you can generate a new email via the cant log in? link on the main login screen.


If the advice above does not resolve the issue, please get in touch with a member of the team for further support at cinofficial@familyfundservices.co.uk