Online help

Find help and assistance to any questions you may have about accessing/using our online portal. Select the query area below for more information and FAQs. 

I’ve forgotten my password and can’t log in

If you’ve forgotten your password please click on the ‘forgot your password' link and enter your email address. You will then receive an email with a link to reset your password. Please note for security this link will expire in 24 hours. You will need to request another link after this timeframe.

I haven’t received my ‘forgotten password’ email

Please ensure you have given enough time for the email to come through (it should do within the hour). If it still hasn’t, follow these steps:

  • Have you checked your junk folder? Sometimes the email may go into a junk mailbox, so please ensure you thoroughly check each one. 
  • Are we on your approved list? This means that our email address ( is approved and able to be received. You should ask your IT department to help you check this. If it’s a personal email address, you will need to check the settings of your email provider.

Still haven’t received the email? Check with your IT team as the majority of emails are successfully sent from our server, so if you are having issues it may be on your side. Email if you think this isn’t the case.

I want to change my email address

Please email preferably from your existing email address for security. If this is not possible you may need to create a new account with the new details. Once changed, your username will now be your new email address. 

I am having problems confirming my address for delivery

You must ensure your address is set up as a ‘postal address’ and not as ‘organisation’, ‘personal’ or ‘billing’. On the checkout screen, select ‘edit address record’. Scroll down to ‘address type’ and confirm ‘postal address’.

You should now be able to check out your items. 

I am a registered manager member and want to purchase publications at registered manager member price

Please ensure you are logged in with your registered manager email to view publications at discounted prices. This is available on selected publications.

Find out more about the benefits of membership here.

My order hasn’t arrived

Please allow up to 5-10 working days for any publications to arrive. We use Royal Mail second class on most items, and a dedicated courier service when sending in bulk. Email if you still have not received your order after this time.  

My order has been damaged

If your order has been damaged in transit, please provide a photograph and send it to – we can then send a replacement order out for you.

Can I pay by invoice?

Yes, so long as the order total is £30 or more. Download this form and fill it out with the relevant information (please note, VAT is inclusive so does not need to be added). Send completed forms to where we can then process the invoice.