Getting help

The platform is operated by NIWE, so they hold your records and are the right people to ask about membership, fees, approvals and certificates.

If you are signed in, an administrator can also be reached from Messages (opens in a new tab), which keeps the conversation attached to your record.

• Wrong password. Use reset your password (opens in a new tab). The link is single-use and expires.
• Account not verified. Look for the verification email sent when you registered, including in spam. The verification page can send a fresh link if the old one expired.
• Asked to set a new password. Expected if NIWE moved you from an older system. Set one and continue.
• Right password, no account. Accounts are per organization. An account at one organization does not sign you in at another, even with the same email address.

Confirmations sometimes arrive by a slower path than the redirect back from your bank. Wait a few minutes and reload payment history (opens in a new tab).

If it is still missing after an hour, contact NIWE with the date, the amount, and the reference your bank or card provider gave you. That reference is what lets an administrator find the transaction.

A membership certificate needs four things to be true:

• Your application is approved.
• Your fee for the period is paid.
• You have a membership number.
• NIWE has configured a certificate template.

The membership number is the usual culprit — it is assigned by an administrator and does not always follow approval immediately. Conference certificates need your attendance to have been recorded, and training certificates need the cohort marked complete. See Certificates and documents.

• Check spam and promotions. Mail comes from NIWE, not from a generic product address, so it may sort somewhere unexpected.
• Check Settings → Notifications. Email may be switched off for that kind of notification.
• Check the address on Settings → Profile is one you still read.
• Add NIWE’s address to your contacts so future mail is not filtered.

Everything sent to you is also in Notifications (opens in a new tab), so you can catch up there regardless of email.

Sometimes a screen comes back with a short message saying it could not be loaded, and a Retry button, instead of the content you expected. This almost always means NIWE’s system was briefly unreachable, not that anything is wrong with your account or your data.

• Nothing has been changed or lost. The page was only trying to read.
• You are still signed in. You do not need to sign in again.
• Press Retry. It usually works straight away.

If a message mentions a reference number, note it down — it is what lets somebody find the exact cause.

If the same page keeps failing for more than a few minutes, report it using the details below.

If something looks wrong rather than merely confusing, tell NIWE and include:

• What you were trying to do.
• What happened instead.
• The page address you were on.
• Roughly when it happened.
• A screenshot, if you can.
• The reference number, if the page showed one.