Online Treatment Guide Troubleshooting

Have you used the correct username and password in the Authentication Required popup box?

Some users may login to the website using their email and password, unfortunately you can only login to the Treatment Guide Area using your username & password and not your email.

To find your username, make sure you have logged into the site, then go to ‘My Account’ click ‘Edit’ then ‘Update Your Profile’.

From there you can see your username (example below).

Use EXACTLY what is written in the Username field as your username in the authentication popup box.

• If your email address is in the Username field, then use that (e.g. my@email.com.au)
• if there is a space, then use that (e.g. Fred Smith)
• if there are capitals then use them (e.g. MyUserName)

Did you know the Treatment Guide Area username & password are case sensitive?

While logging into the site is not case sensitive the Treatment guide area is. This is another common cause of not being able to login. You can confirm your username by using the method in the previous question.

Have you changed your site password after subscribing to a Treatment Guide?

Unfortunately, treatment guide passwords don’t update when you change your website password.

Scenario:

• You have signed up or were signed up to the Website.
• You then purchase or were supplied access to a Treatment Guide 'Area One (1)'.
• You then forgot or reset your site password.
• Now you purchase another Treatment Guide Area, let’s call this ‘Area Two (2)’.

In this scenario, the password to ‘Area One (1)’ is your old password and the password to ‘Area Two (2)’ is your new password. If you believe this is the problem please contact us so we can unify the passwords.

Have you entered your password too many times and now you can’t even see the emmett-technique-hq.com website?

I know right! this is a silly one to put here as you won't even see this message if you are having this problem. But you may be looking at this on another computer so here goes.

This is a security measure and you will get a 'This site can’t be reached' message if your IP is blocked. If this has happened please go to Google and type ‘what is my ip’ into the search field, you should then see a result like the following, please forward that number to us and we will check and unblock your IP if required.

Are you viewing the Treatment Guides on a iPad or iPhone?

Apple iPads sometimes will not load the Treatment Guides, while you will still access the page and be able to enter the username and password, the loading of the treatment guide may hang and never load. Using an iPhone or a mobile device to view the treatment guides will not display them as intended, unfortunately as of yet the treatment guides are not responsive and mobile friendly.