I can't log in.
Read the following points and see if any of the actions suggested solve the problem.
Did you last use your account more than 12 months ago? We delete accounts that haven't been logged into for over a year. This is for data protection reasons. So if you registered for the account and last used it more than 12 months ago, you will have to register for a new one.
Make sure you are spelling everything correctly and using the right cases (capitals or lower case letters) for the password as it is case sensitive.
Are you sure the login details are correct? You can use the forgotten username or password link on the login page to get a username reminder and reset your password.
If you have checked the username and reset your password and still can't log in, try refreshing the page by clicking the shift and F5 keys together. If it is automatically putting in old details, delete these and input the new information manually.
If you have gone through the steps above and still can't login, mail us on: email@example.com
Please give us full details of what you have done, your name, email address and the browser you were using.
I registered for an individual's account but your system doesn't recognise it.
When you register for an account, you get an activation email containing a link that has to be clicked to enable your account. If this isn't clicked, your account won't work. You will get a confirmation message when you have clicked the link.
If you registered in the last seven days, check your email inbox and your junk/spam filter for the email and if you find it, click the activation link. Your account should then work.
If you registered more than seven days ago, the link won't work and you will have to register for a new account.
See also I haven't received my login details. What do I do?
I haven't received my login details.
Check your 'spam' and 'junk' mail folders and then use the ‘forgotten username or password’ button to generate a new one
Check your email address exactly matches the one you registered with. Sometimes logging in issues are caused by misspellings, particularly in email addresses.
Passwords are also case sensitive so you need to input them exactly as they are. For example, Tomato405A not tomato405a.
If you have gone through the steps above and still have no login details, mail us on: firstname.lastname@example.org
I registered for an account some time ago but the system doesn't recognise it.
We delete accounts that haven't been logged into for over a year. This is for data protection reasons. So if you registered for the account and last used it more than 12 months ago, you will have to register for a new one.
My email address has already been used to register.
You can only use an email address for one account.
If you are an individual, use the forgotten password/user name link on the Turn2us login page to get a new password or a username reminder.
If you have an intermediary account and want an individual account (or the opposite), you will have to use another email address for the second account or ask for the account you currently have to be deleted.
I've used the 'Forgotten username or password' link but haven't received anything. What do I do?
I'm struggling to use the Turn2us tools/my account. What help is available?
How do I delete my account?
You can delete your account by logging into your account, hovering over 'My Turn2us' on the menu bar at the top and selecting 'Update your details' on the navigation bar that appears below it.
Scroll down to the bottom of the page until you find 'Request a change' section. Select 'Delete your account', fill in the form that appears and click 'Delete. Within seven days your account will be closed and your details will be permanently removed from our database, along with any associated messages and grant enquiries.
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