Times Online has recently introduced a new registration system. This new system has a taken a little longer to "bed down" and readers may experience sporadic problems when logging in. We apologise for any inconvenience this may cause.

TOP THREE ISSUES

I have a password for Times Online registration that is less than six digits

Due to a setting in the new registration process, readers with a password of less than six digits will not be able to log in. You will need to request a new password, by clicking on the 'Forgotten your details' link and then clicking the 'I've forgotten my password' link.

After entering the e-mail address you originally used to register for Times Online, a new password will be sent to you. You can change this password at any time, by clicking on 'My Profile' located in the top right hand corner of each page of Times Online. If you have forgotten the e-mail address you originally used to register with, then please e-mail custserv@thetimes.co.uk

I recently paid for a Times Online subscription service (eg. Crossword Club) but still cannot gain access

If you have recently paid for a subscription and have received a confirmation email from Worldpay but still cannot access the product, please contact Customer Services on 020 7711 1523 (open 9.00am-5.30pm, Monday to Friday, UK time) or e-mail custserv@thetimes.co.uk

I have not accessed for a while an area of Times Online that requires registration. Is there anything I need to do?

For those readers that have not accessed Times Online recently, our new registration system will require you to do the following:

When you next log into Times Online, enter your username and password as normal.

You will then be asked to check and update your details, including your e-mail address.

You will then be sent a service e-mail to the address you have entered in your details, asking you to click on the activation link.

Please click the link. This will then activate your Times Online registration account.

When you log in to Times Online in the future, you will be required to log in with your e-mail address (instead of your old username) and password. You can amend your details at any time by going to www.timesonline.co.uk, clicking on the 'My Profile' link in the top right-hand corner and then following the instructions on the page that appears.

GENERAL ISSUES

What is 'Registration'?

Registration is a process through which you can become a member of the Times Online website which will allow you to access to competitions, promotions and areas of the site not available to anyone who is not registered Simply tell us a few details about yourself, choose a password to use with your email address to login and you will be able to make full use of the site.

Is this information secure?

Yes. We take security very seriously. All our registration systems are held on secure servers. For more information about our privacy policies, please see our Privacy Policy.

Have tried to log-on but access denied

Do you have the correct password?

On the login page you will see a ‘forgotten password’ link. Click this link and you will asked to enter your e-mail address and submit. We will e-mail a new password to the e-mail address supplied.

Why does my new password not work?

Are you already logged in? The clue as to whether you are or not is the information at the top left of the screen. If this reads, for example, ‘John Smith’s Times’ then the reason for the conflict is that you are already logged in on an old password. You must log out if this is the case, using the option at the top right of the screen. Now, log on afresh using the new password in conjunction with the correct registered e-mail address.

When you receive a new password, type it in rather than cutting and pasting it into the login box.

Are you using correct email address?

Unless you use the current e-mail address listed in your registration details, our system can't match you.

Duplicate e-mail addresses

Each registration is for a single user only. On registration, you will be asked to provide your e-mail address and choose a password. The new Times Online only allows for one registration per e-mail address.

If you registered on the old Times Online system with a shared e-mail address, you may find that you are no longer able to log on under the same details and will be required to re-register using an alternative e-mail address.

Why do you need my Date of Birth

Times Online has signed up to a code of practice that restricts the viewing of certain images to under 18s. It is, therefore, a mandatory requirement that you supply your date of birth to fulfil our legal obligation to the new agreement.

How can I edit my registration details or change my preferences or change my email address?

As a registered user you can access your own registration details at any time. You can also update your e-mail services at any time. The following steps outline how you can do this.

You will need to log on:

Log on using your e-mail address and the password you registered with or if you are already logged on, click on the 'My Profile' at the top right of any page.

You will be asked to verify your registration password as an extra security measure.

You will now see a series of tabs labelled, ‘My Details’, ‘Emails’ and ‘Subscriptions’. Click on tab top to access the desired option, which will reveal all your registration details. You may edit your details.

Remember to re-submit any changes you may have made by using the 'update' button at the very bottom of your registration page. Failing to do so will not update the details.

Will I get emails from third parties?

During the registration process, you'll be given the choice of opting into, or out of, receiving further information from carefully selected third parties.

How can I change or remove my e-mailed news preferences?

You can change your e-mail services by following the steps outlined below:

Log on to www.timesonline.co.uk with your registered e-mail address and password. Click on ‘Your profile’ link at the top right of any page. You will now see a series of tabs ‘Your Details’, ‘Emails’ and ‘Subscriptions’. Click on the tab labelled ‘Emails’ where you will see a link of the bulletins/emails available. For any that you are currently receiving you will see an ‘unsubscribe’ box.

Click in the box for bulletins/emails you no longer wish to receive. You may also tick any in the list that you do wish to subscribe to. Ensure that you click on the ‘Update’ box to submit the changes, if you fail to do so the change will not be made.

I've signed up to one of your emails, but I'm not receiving it.

If you use Hotmail or Yahoo webmail, there is a possibility your -mails are being sent to your junk mail folder. The reason for this is that our e-mails are sent to multiple addresses and the Hotmail and Yahoo webmail clients assume the mails are spam.

To fix this in Hotmail, go to www.hotmail.com, click on Frequently Asked Questions. Choose the link saying: 'How can MSN Hotmail help me to fight spammers?' This will show you how to set your own 'Junk Mail Deletion Options' to allow Times Online e-mails to reach you.

To fix this in Yahoo, go to help.yahoo.com/help/mail/, click on the 'Bulk Mail Folder?'. Then, follow the instructions to set up a "filter" to ensure Times Online e-mails are not sent to the Bulk Mail Folder.

Alternatively, you may work for a company that filters or censors your e-mail. If you suspect that this happening, discuss this with your IT administrator, especially if you are using the Times Online bulletins for business-related activities. Ask the administrator not to quarantine or delete them.

If you have access to your spam filter at work, then you may want to check that you haven't asked the filter to delete our emails.

If neither of these actions is possible, you could consider setting up a webmail account.

For any query not covered by the above, e-mail custserv@thetimes.co.uk and ask us to check that you really are on the list to receive that bulletin.

I want to unsubscribe, but it isn't working.

Check that the e-mail address you're now using is the same as the one you signed up with. Go to www.timesonline.co.uk and click on 'My Profile' in the top right-hand corner. If your current address - the one you used when you tried to unsubscribe - isn't there, our system can't match you. Send an e-mail to info@newsint.co.uk and ask us to remove you, quoting the address on the profile page or any alternative address you may have used.

I got a message saying I'd been unsubscribed, but I didn't want to be.

We will automatically unsubscribe you if our e-mail bulletins to you bounce back several times running. This is usually because your account has been cut off, your inbox is full, you haven't checked your e-mail for a while or your server has been down for a long while. If you still don't know why you were unsubscribed, e-mail us at custserv@thetimes.co.uk; we may be able to find out.

I want to change the address to which you send my emails.

You will need to update your profile on the site. Go to www.timesonline.co.uk and click on 'My Profile' in the top right-hand corner. Then follow the instructions.

I received a customer service e-mail from Times Online about being under 18 but I am OVER 18.

We have recently installed a new registration system and according to the details you provided in the Date of Birth field when you registered, these stated that you were under 18. For legal reasons we were obliged to delete your account details from our database. If you have paid for any of these services, you will be issued with a pro-rata refund to the credit card used to pay for the service.

If you are over 18, you can re-register from Thursday, December 13, 2007 (with your correct date of birth) and you will be able to re-subscribe for everything. We apologise for any inconvenience this may cause.

I received a customer service e-mail from Times Online about being under 18 but I am UNDER 18.

Unfortunately, our lawyers have told us we cannot allow anyone aged under 18 to use areas of Times Online that require registration. This means we now have a legal obligation to ensure that all registered users are 18 and over. This means - and we're sorry about this - that you will no longer be able to receive or use the following:

• Times Online E-mail Bulletins

• Arts First

• Student Vouchers

• Competitions and Promotions

• Standard and Premium Crossword club

• Times Literary Supplement Archive

If you have paid for any of these services, you will be issued with a pro-rata refund to the credit card used to pay for the service. You can still be able to access all areas of the Times Online that do not require registration and continue to enjoy our articles, podcasts, videos and blogs. We apologise for any inconvenience this may cause.

I was under 18 when I originally registered for Times Online but am now OVER 18.

Your access to our services remains unaltered.

I can't find the answer to my question here...

Email custserv@thetimes.co.uk and we will try to help you.