Please remember that passwords are case sensitive so must match exactly.

If you find you cannot log in but have done so previously using the same password, it is possible your password has expired. Follow the usual login process and the system will prompt for a password change. User passwords are encrypted in our database, it is not possible to simply retrieve a forgotten password.

If you know your user login name but have forgotten your password, enter your username and your best guess at your password at the usual login boxes. If your password is wrong you will reach a screen which will allow you to receive a temporary password by email.

If you do not know your username then ask! Send an email to TrailWise Admin Team using the 'Contact' button in the menu, stating the organisation you belong to, your organisation membership number, and your name. The Admin Team will try to identify your registration, and can reset it for you.

In either case where your username or password were the problem you will receive an email to your previously registered email address, containing your username and a special URL which acts as a temporary password. The next time you attempt to log in you should copy and paste this URL to your web browser's address box. Be sure to copy all of the URL, it may spread over more than one line in your email reader.

This should give you access to TrailWise.
You may be forced by the system to change your password to another one of your choice as soon as you have successfully logged in.

If you do not receive that email see the "Not received" FAQ. If no longer have access to your registered e-mail address, please also give the old e-mail address and say which new one you wish to use instead. If you haven't got access to any e-mail address, then you won't be able to use TrailWise at all.

Link to FAQ 23 using http://www.trailwise.org.uk/show_faq.php?id=23