Help Section

Can't log in?

Your browser may have been logged out of our system between visits as there is a 15-minute time limit in which you can view it without having to login again. Also, some browsers can be set to refuse cookies, and you may wish to check your system to see whether you are running any cookie management programs.

Website slow/won't connect?

Try reloading. If the website is taking a long time, or if a webpage loads halfway, or even if it loads for a long, long time, often simply clicking the "Stop" button at the top of your browser and then clicking "Reload" or "Refresh" solves the issue.

Try clearing your history. Most website browsers temporarily store a local copy of every webpage you visit on the website. Clearing your cache deletes all of those files and makes room for new ones. Go to the "Cache" or "Temporary Internet Files" option on your website browser and delete the files stored in your cache.

If you still encounter difficulty, you may need to upgrade your browser or contact your Internet Service Provider directly for further assistance.

Can't view pages?

Try refreshing the page by going to the top of your browser and clicking the two circling arrow buttons to refresh the page you are looking at.  If this does not fix the issue, it may be that cookie management or file utility software is causing the difficulty.
If you are using Internet Explorer, you will want to choose the drop-down menu entitled "View," then visit "Internet Options..." Choose the "Advanced" tab and scroll down to "Cookies". Fill in the "Always Accept Cookies" radio button. This should enable your browser to accept cookies. On Mozilla Firefox the path is >> Tools >> Options >> Cookies >> "Allow sites to set cookies".

Credit card not accepted?

Please also consider the following:

* Did you select the correct card type from the drop-down menu?
* Did you enter the credit or debit card number correctly?
* Did you select a valid expiration date from the drop-down menus?
* Did you enter your name as it appears on the payment card?

Sometimes, deleting the existing information and re-entering your payment card information as a new card can do the trick.

Parental software?

If you are using any type of parental control software, or if your Internet Service Provider has such controls active on your account, please be sure that these functions are disabled.

Account not recognised?

If you encountered problems while logging into your account or during checkout, you may be able to temporarily correct the problem by disabling Javascript in Internet Explorer by following these instructions:

1) Choose Tools/Internet Options from the IE menu.
2) Click on the Security tab and select "Internet" in the Web content zone box.
3) Then click on "Custom level" to reveal the Security Settings
4) Scroll to "Scripting" toward the bottom of the list and set the "Active Scripting" choice to "Disabled"

Missing buttons?

If you are unable to view an image or button, it's possible that your browser is not downloading the image or button. Check your browser's preferences to ensure the settings allow the downloading of image files.

Need more help?

If you are still having difficulty using our website, you can contact us at support@acenet.co.uk