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Website Login/Sign in problems
Website Login/Sign in problems
Updated over 11 months ago
  • When I try to sign in, the page just refreshes and doesn't show an error? What's going on?

    • This problem occurs if you don't have cookies enabled in your browser. For information on how to enable cookies in your browser, visit this FAQ . Please enable this feature, then try signing in again.

      If you already have cookies enabled, clearing your cache and deleting your cookies may resolve this problem.

      Instructions for Microsoft Internet Explorer

      To clear your cache in Microsoft Internet Explorer:

      1. Open Internet Explorer and click the Tools menu.

      2. Select Internet Options.

      3. Click the General tab.

      4. Clear your browser's cache. Note that it can take up to 30 minutes for your computer to delete your cache history.

        For IE version 7: a. Click the Delete... button. b. Click Delete Files... under the heading Temporary Internet files.

        For IE version 6, click Delete Files... under the heading Temporary Internet files.

      5. Click OK to exit.

      If clearing your cache doesn't resolve the problem, you may also want to delete your cookies. Please note that while deleting your cookies may resolve the problem, it will also remove your saved settings for sites you've previously visited.

      To clear your cookies in Microsoft Internet Explorer:

      1. Select Tools > Internet Options > General again.

      2. Delete your browser's cookies.

        For IE version 7: a. Click the Delete button. b. Click Delete cookies... under the heading Cookies.

        For IE version 6, click Delete Cookies... under the heading Temporary Internet files.

      3. Click OK for the prompt labeled Delete all cookies in the Temporary Internet Files folder?

      4. Click OK to exit.

      Instructions for Mozilla Firefox

      To clear your cache for Mozilla Firefox:

      1. Open Firefox.

      2. Clear your browser's cache.

        For Firefox version 2.0: a. Click Tools > Options > Advanced. b. Click the Network tab. c. Click Clear Now under the Cache heading.

        For Firefox version 1.5 or earlier: a. Click Tools > Options > Privacy. b. Click Cache > Clear.

      3. Click OK to exit.

      If clearing your cache doesn't resolve the problem, you may also want to delete your cookies. Please note that while deleting your cookies may resolve the problem, it will also remove your saved settings for sites you've previously visited.

      To clear your cookies for Mozilla Firefox:

      1. Click Tools > Options > Privacy.

      2. Delete your cookies.

        For Firefox version 2.0, click Clear Now under the Private Data heading.

        For Firefox version 1.5 or earlier, click Cookies > Clear.

      3. Click OK to exit.

      If you need instructions for a browser other than Internet Explorer or Firefox, we suggest consulting your browser's help pages.

      If this doesn't resolve the problem, please check further troubleshooting steps.

  • I'm getting an "Invalid email address" error. What's going on?

    • If you're getting an "Invalid email address" error, you may be accidentally putting an extra space at the beginning or end of the email address field. Please make sure you enter your email address with no extra spaces.

      Sometimes this happens if you copy and paste your email address from another location. If you've copied and pasted your email address into this field, please type it in and try again.

  • What are cookies, and how can I enable them?

    • A "cookie" is a small file containing a string of characters that is sent to your computer when you visit a website. You'll need to have cookies enabled in order to use advanced site features like "My Charities".

  • I can's sign in. I've already checked that cookies are enabled, I've cleared my cookies, and I'm using a supported browser.

    • If you have your browser's privacy settings set to "high" you may be unable to access My Charities. To resolve this problem, please add charitynavigator.org to your browser's list of allowed sites. Here are instructions for how to add allowed sites in Microsoft Internet Explorer (IE):

      1. Go to the Tools menu and select Internet Options.

      2. Click on the Privacy tab.

      3. Click the Sites... button and type www.charitynavigator.org in the Address of Web site section.

      4. Click Allow.

      5. Click OK.

      If you're accessing Charity Navigator from behind a firewall, proxy, or anti-virus program, temporarily disable the program and try logging in. If disabling this program resolves the problem, we suggest consulting the program's online support center for assistance on how to configure it in a way that will still allow you to access My Charities.

      Note that if you're using a work computer, the problem may be related to your computer's corporate security settings. We suggest asking your system administrator.

      If you continue to have problems logging in, please contact us using this form.

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