Help with common problems

If you are experiencing issues on our website, please try the solutions below to our list of common user problems:

 

Duplicate phone number error

We are aware of an issue experienced by some users where an error flags as 'Duplicate phone numbers detected' during the booking process. If you see this, please check your address details and remove any phone numbers that are repeated in more than one phone number field.

 

Course or exam booking pages are failing to load

We are working to resolve an ongoing issue with booking pages for courses and exams where they run slowly or show an error during high-traffic periods. Returning to the same page later on can resolve the problem, and clearing your cache or trying an alternative browser may also help.

 

Payment errors

A problem at the payment stage can be caused by multiple factors.

  • Order error
    • If payment has failed, please first double check your details are correct. If you have entered them correctly, please contact your bank for assistance or try another payment method.
  • Website error
    • If you get a server error before reaching the payment stage, please try again in a few hours in an alternative browser or after clearing your cache 
    • If you get a server error response after payment, please first check your emails for a booking confirmation as it may have gone through successfully

If the above does not work, please contact the relevant team for help:

 

Login issues

Please make sure that you’re using either your membership/contact ID number (e.g. 9305412) or an email address registered to your account.

If you can’t remember your password, you can reset your password here.

Resetting password hasn’t worked

If you didn’t receive a password reset email, please:

  • check your junk mail or spam folder
  • check that the email you’re using is the one registered to the account.

The reactivation code will only last for two hours. If the email is more than two hours old, please request another password reset.

If you’ve checked that this is the right account, and the reactivation code is less than two hours old, please contact digital@rcseng.ac.uk.

I can’t access the email address I registered with

Please send details of your old and new emails to membership@rcseng.ac.uk. We’ll need to verify your identity, so please include your date of birth, membership/ID number and the first line of your address in the email.

 

Missing booking history, results or certificates

We have recently upgraded our database and some functionality is not currently operating as usual, including the following pages in the My Account area:

  • Exam order history
  • Exam results
  • Course order history
  • Course certificates
  • Transaction history

We are working on making these available as soon as possible.

If you have recently booked a course or exam, it may not show in your online account straight away. Please check your email inbox for confirmation of your booking.

If you need a copy of your exam results or course certificate, please contact surgicalexams@rcseng.ac.uk or dentalexams@rcseng.ac.uk for exam results and education@rcseng.ac.uk for a course certificate.

 

Membership subscription payments

Membership subscription payments are currently paused. For any urgent questions about your membership subscription, please contact the team at membership@rcseng.ac.uk.

 

E-learning portal

After our systems upgrade, some links to access the e-learning portal may not be working. While we resolve this, please try accessing your e-learning material by logging directly into the Virtual Learning Environment.

If this doesn't work, please contact education@rcseng.ac.uk.

 

Problems with the RCC dashboard

We are aware of an issue where the RCC dashboard doesn't show the correct information to regional course coordinators accessing it for the first time after our systems upgrade. For most users, this is resolved after doing a 'hard refresh' and clearing your cache, or trying in an incognito browser window.

If this doesn't work, please contact education@rcseng.ac.uk.

 

Clearing your cache

After our database and finance systems upgrade, you may need to clear your cache for our website.

  • A desktop shortcut to clearing your cache is to press Control/Command + Shift + I so that the DevTools panel opens in the right hand of your screen, then right-clicking on your browser's 'refresh' button and selecting ‘Empty cache and hard refresh’
  • On both desktop and mobile, your browser will provide steps for clearing your cache and/or cookies in its settings area. Search for 'cache' to find the option to clear cached images and files from our website.

 

That doesn’t solve my problem

If the above information doesn’t solve your problem, email digital@rcseng.ac.uk for help.

Please include:

  • your name
  • your membership/ID number
  • a brief description of what you were trying to do
  • the URL of the page it happened

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