Skip to navigation Skip to main content
  • you are here:

technical help
frequently asked questions


Simply click on your question to scroll down to the answer:

If your question isn't here please go to contact us, or email us at customer.relations@coop* or phone us on 0800 068 6727.

Lines are open 9am–8pm, Monday–Friday and 10am–4pm on Saturdays.

Calls may be monitored for quality standard purposes.

*Please note that for security reasons we cannot fulfil any requests to change or update your membership account via email. As emails are not 100% secure we advise you not to send emails containing any of your personal details.


 

What do I need to use this website?

You need to have cookies switched on. Our site is optimised for cross-browser compatibility, offering support for a wide range of web browsers; more significantly on the top four popular browsers:

  • Windows Internet Explorer 7,8
  • Mozilla Firefox 3.5, 3.6
  • Apple Safari 4
  • Google Chrome 5.0

However, some older browsers may not support the newer web standards. As such, you may experience some problems viewing parts of our site. If you are using older versions of these browsers, we encourage you upgrade to a later version, as you may not only experience browsing limitations but could likely be vulnerable to security threats – see the section lower down on how to upgrade.

We also recommend that your screen resolution is set to 1024x768 or above. This can be set in most cases by going to your Control Panel and selecting Display and the Settings tab within this panel.


 

Browser configurations


In order to access the full functionality of our site, you will need to enable JavaScript and accept Cookies in your browser settings. If your browser is still in the default browser settings, you should be able to bet on site without any problems.

Cookies are small text files created by websites you visit to remember specific information such as site preferences. Cookies are designed to remember only information about your browser session, and not used to collect information about you.

JavaScript is a programming language implemented as part of a web browser to make websites more interactive and it is supported by almost all browsers. It is generally safe to enable JavaScripts as they run only on your browser and do not interact with your computer's operating system.

However in certain cases, adjusting your browser's privacy or security levels to a higher level may interfere with these requirements. Here is how you can enable JavaScript and cookies on your browser:

Internet Explorer

  1. On the menu bar, click on Tools then Internet Options, and then select the Security tab
  2. Click the Internet zone
  3. Click Default Level and click “OK” to close the Internet Option window.

Firefox

  1. On the menu bar, click on Tools then Options, and select Content
  2. Check "Enable JavaScript"
  3. Click “OK” to close the option window.

Safari

  1. On the menu bar, click on Edit then Preference, and select the Security tab
  2. Check "Enable JavaScript"
  3. Click on the X button to automatically apply the settings.

Chrome

  1. On the menu bar, click on the Toolbox Icon, and select Options
  2. Select the Under the Hood tab
  3. From the Privacy section, click Content Settings
  4. Select the JavaScript tab
  5. Check Allow all sites to run JavaScript
  6. Click Close to apply your settings.
     

What are cookies?

 

A cookie is a piece of information sent to your computer when you access a website. You should choose to accept cookies from this website. Cookies come in two forms: permanent and temporary. 

This website uses permanent cookies to:

  • identify the link you used to find our site
  • check which browser you use
  • monitor traffic on our website.

This site also uses temporary cookies to:

  • form part of our security process when managing your profit account
  • pre-populate some of the tools with your details
  • temporary cookies are removed when you close down your browser.

Our policy on cookies is that we do not pass on or sell details to any other company.

 

You can enable cookies by following the instructions below:


Internet Explorer

  1. On the menu bar, click on Tools, and select Internet Options
  2. Select the Privacy tab
  3. Move the slider to the 'Medium'/'Low'/'Accept All Cookies' level
  4. Click OK to close the Internet Options window.

Firefox

  1. On the menu bar, click on Tools, and select Options
  2. Select the Privacy panel
  3. Set Firefox will: Use custom settings for history
  4. Check Accept cookies from sites to enable Cookies
  5. Click OK to close the options window.

Safari

  1. On the menu bar, click on Edit, and select Preferences
  2. Select the Security panel
  3. From the Accept cookies section, check Always/Only from sites I visit
  4. Click on the X button to automatically apply the settings.

Google Chrome

  1. On the menu bar, click on the Toolbox Icon, and select Options
  2. Select the Under the Hood tab
  3. From the Privacy section, click Content Settings
  4. Select the Cookies tab
  5. Make sure "Allow local data to be set" is selected
  6. Click Close to apply your settings.

Back to top

I visit this site from work and we've got a policy that says 'no cookies' – what can I do?

 

You'll need to have cookies turned on to use many of the functions of the members' website. If you can, you may want to switch cookies on each time you visit the site and switch them off when you've finished. Check with your system administrator to see if this is okay.

We've thoroughly researched other ways of maintaining our security standards with the new changes, took everything into account, and found that using cookies are the best solution. 

Back to top

What should I do first if I have a problem?

 

Try these steps to help you find the source of your problem:

  • clear cache/temporary files as an initial step (we show you how in the next question)
  • if possible, try accessing the website from another computer. If this is successful, it may show where your problem lies
  • you could also try de-selecting your internet service provider proxy settings. Here's how:

de-selecting internet service provider proxy
Many ISPs store 'frequently used pages' to enhance speed of access. This can prevent us from completing our security checks. To overcome this:

  • select your Browser options or user set-up menu item and search for the proxy settings
  • deselect any proxy option
  • check to see if the website now works.

Repeat the above to reselect any proxy when not accessing this website.

 Back to top

What is a cache and how do I clear it?

 

Every time you open a browser to view a web page, that information is stored on your computer for later use. Windows operating systems store all this material in what are called 'temporary internet files' or 'cache'.

Your web browser will store a list of websites you've visited in a history file on your computer. It's worth regularly clearing the temporary internet files from your PC to stop someone looking at where you have been. If you are a Mac OS X user we would recommend clearing your cache every time you log off. Just follow these simple steps:


Clearing cache in Internet Explorer on PC

  1. close down all internet explorer windows 
  2. open the Windows Control Panel. (to do this, click on Start, then Settings and then Control Panel) 
  3. double-click the Internet Options icon (if you're using Windows XP you may need to first select Network & Internet Connections) 
  4. when the internet properties window loads, click the Delete Files button (in the temporary internet files section in the middle of the window) 
  5. put a tick in the box next to Delete all offline content' 
  6. to confirm, click OK in the message box that appears 
  7. close down the Internet Properties and Control Panel windows and restart Internet Explorer.

Clearing cache in Internet Explorer on Mac OS X

  1. open Internet Explorer on your Mac 
  2. click Explorer from the top menu bar 
  3. click Preferences to open Internet Explorer Preferences 
  4. select the Advanced option from under the Web Browser heading 
  5. in the Cache section, click the Empty Now button 
  6. then click OK to return to Internet Explorer.

Clearing cache in Firefox on Mac

  1. click Firefox from the top menu bar 
  2. choose Preferences
  3. click Advanced from the top tabs
  4. choose Network option
  5. in the Offline Storage section click the Clear Now button
  6. then close this window.

Clearing cache in Safari on Mac

  1. click Safari from the top menu bar 
  2. choose the Empty Cache option and click the Empty button.

Clearing cache in Google Chrome

  1. click Chrome from the top menu bar 
  2. choose the Clear Browsing Data option
  3. tick the Empty Cache option and click the Clear Browsing Data button
  4. then close this window.

Back to top 

I'm having problems with my browser – what can I do?

 

You've got a couple of options:

1. get a critical updates package
Microsoft offers a Critical Updates Package which solves many problems with Internet Explorer. This can be downloaded from windowsupdate.microsoft.com (opens in new window).


2. upgrade your browser - click on the links below to upgrade to the latest browsers:

Back to top



Copyright © Co-operative Group Limited. All rights reserved.