CIWM e-Learning Hub – Frequently Asked Questions (FAQs)

The CIWM e-Learning Hub is brought to you by CIWM (Chartered Institution of Wastes Management), the professional body for waste and resource management, in partnership with Cloud Sustainability. 

Our aim is to create an on-line platform that will give you instant access to a range of e-learning resources and software tools covering key sustainability topics.  

Below are some Frequently Asked Questions (FAQ) which we hope will help with any queries or issues you may have when using the CIWM e-Learning Hub.

Click on the questions to view our answers or scroll down through the document.  If you cannot find the answer to your question here then please get in touch with us on 01604 823341 or email ciwmhub@ciwm.co.uk.    

 

1)  How do I register an account?

2)  How do I login to my account?

3)  I didn’t get a confirmation email when I set up my account…

4)  I’m having trouble logging into my account…

5)  How do I change my account password?

6)  I’ve forgotten my account password…

7)  I requested a password reset but I have not received the email…

8)  I’ve forgotten my account username…

9)  I’ve forgotten my CIWM membership number…

10)  How do I change my account details?

11)  What system requirements do I need to run my resources?

12)  How do I access my purchased products and subscriptions?

13)  My e-learning resources are not loading…

14)  I’m having trouble logging into the Waste Expert…

15)  I want to upgrade my Waste Expert subscription. What do I do?

16)  How often are the products updated and how will this affect my subscription?

17)  Is my data in Waste Expert securely saved and backed up?

 

1)      How do I register an account?

To access learning on the CIWM e-Learning Hub requires an account. This account is separate to the account you may have on the CIWM website. Registering an account on the CIWM e-Learning Hub is quick, easy and completely free.  You do not have to be a CIWM member to access the Hub, but if you are will benefit from considerable discounts on a range of the products listed.

To register an account, simply select the ‘Register now’ option from the site’s homepage and you will be directed to our registration form.  You can also access the registration form through the site’s login pages using the ‘Login/Register’ button at the top of the homepage.

The registration form will only take a minute to complete.  Make sure you complete all mandatory fields, including an active email address, as this will be required to confirm your account.  The email address you provide will also act as your account username once the account is created. If you are a CIWM member please ensure you use the same email address as the CIWM website and enter your CIWM member number to ensure we apply the correct discounts to your purchases. 

Once you have completed and submitted your registration form you will receive an email from us confirming your account registration.  You are then registered on the CIWM e-Learning Hub and all ready to explore the e-learning products and software tools.

 

2)      How do I login to my account?

You need to have registered an account with us before you can login into the CIWM e-Learning Hub. This account is separate to the account you may have on the CIWM website. If you have not yet registered an account, check out the instructions under ‘How do I register an account?’ to find out how quick and easy this is to do.

To login to your account, simply select the ‘Login/Register’ option from the site’s homepage.  You will then be presented with our login page.  You will need to use the email address and password you provided when registering your account.  Simply enter these details, select the ‘Log in’ button and you will logged into your account and all ready to go!  You will notice a ‘My Account’ link at the top of the page, click this button to amend your profile, or view any of the products purchased on the site.

You can logout of your account at any time by selecting the ‘Logout’ button at the top of the webpage.

 

3)      I didn’t get a confirmation email when I set up my account…

When you register an account with us we send a confirmation email to the email address you provide.  If you don’t receive this email, don’t panic!  This will not prevent you from logging into your account and accessing any of the products.

Our account confirmation emails should arrive instantly, but some may take a bit longer to come through so please allow for up to 24 hours from the time of your registration to receive a confirmation.  Please ensure that you check your spam, junk or trash mail folders to make sure the email has not been redirected there by accident.

If you have not received a confirmation email after 24 hours and you require this information for your records, then please get in touch with us via the ‘Website Support’ button at the bottom of the homepage or email ciwmhub@ciwm.co.uk and we will resend the email.

 

4)      I’m having trouble logging into my account…

If you are having issues logging into your account then please check the following:

  • Have you registered for a CIWM e-Learning Hub account? This is seperate to any account you may have on the CIWM website and you may have set up different log in details for the Hub. You can register for an account here
  • Ensure the email address you enter is the same as the one you provided when you registered your account.  If you have entered an incorrect email address the system will inform you that the customer account cannot be found and you will be prompted to re-enter your details.  Anyone who registers an account with us will receive a confirmation email, so make you are attempting to login using the email account that our confirmation message was sent to.  
  • Ensure the password you enter is the same as the one you provided when you registered your account.  If you have entered an incorrect password, or one that does not match the provided email address, the system will inform you that the credentials provided are incorrect and you will be prompted to re-enter your password.  If you have forgotten your password, check out how you can reset this under ‘I’ve forgotten my account password...’.
  • The login page is case-sensitive.  If you have entered your email address and password but are unable to login to your account, ensure your caps lock is not on and that you are using the correct case.
 

If you are entering the correct email address and password that were provided when you registered your account but are still having trouble logging into your account, please contact us by using the ‘Website Support’ button at the bottom of the homepage.  A member of our support team will look into the issue and get back to you as soon as they can.

 

5)      How do I change my account password?

If you have forgotten your account password and need to reset it, please check out the instructions under ‘I’ve forgotten my account password…’.

If you know your account password, but want to change it, you can do this without having to reset the password.  Simply login to your account via the main login page and then select ‘My Account’ from the top of the page, where you will be directed to your personal account page.  From here you will find the option to ‘Change Password’ under the ‘Profile’ tab.  Simply provide your existing account password and then create a new password, confirm it and click on the ‘Change Password’ button. 

This process will automatically update your account password, but we advise you to logout of your account and re-login with the new password to test that the system has successfully updated this.

Please note that, for security reasons, you will only be able to create a password that has a minimum of 6 characters.  You will also need to ensure that the new password and the confirmation password match.  

 

6)      I’ve forgotten my account password…

If you have forgotten the password you created when you registered your account you can reset it via the login page.  Simply click on the ‘Reset it now’ button underneath the password entry box and you will be redirected to our password recovery page.  Enter your account email address within the space provided and click on the ‘Reset’ button.

An email will then be automatically sent to your email account with a ‘change password’ link.  Click on the link and follow the instructions to create a new password for your account.  Your password will then be reset and you can now sign into your account with your new details. 

Please note that, for security reasons, you will only be able to create a password that has a minimum of 6 characters.  You will also need to ensure that the new password and the confirmation password match.       

 

7)      I requested a password reset but I have not received the email…

When you send a request to reset your password you should automatically receive an email with a ‘change password’ link within it.  Our ‘change password’ emails should arrive instantly, but some may take a bit longer to come through so please allow for up to 24 hours from the time of your request to receive the email. 

Ensure you have requested the password reset to the email address you provided when registering your account.  Our system will only recognise registered email accounts and will not send out automatic emails to email addresses it cannot associate with an account.

Please also check your spam, junk or trash mail folders to make sure the email has not been redirected there by accident.  

If you have requested a password reset to the correct email address but you have not received the ‘change password’ email after 24 hours then please contact us directly using the ‘Website Support’ button at the bottom of the homepage and we will re-send you the email. 

 

8)      I’ve forgotten my account username…

Be default, the email address that you use to register an account with will act as your account username.  When logging into your account, ensure that you use the same email address you provided when you registered.

If you cannot remember the email address that you registered your account with, you can check your email address through the ‘password reset’ option from the account login page.  On the password recovery page, enter the email address you think you used to register an account and click on the ‘reset’ button.

An email will then be automatically sent to your email account if this account has been registered on the Hub site.  We would advise you to check all your email inboxes to determine if one of them is associated with your account.

 

9)      I’ve forgotten my CIWM membership number…

CIWM members enjoy significant promotions and discounts on the CIWM e-Learning Hub to help support ongoing learning and Continuing Professional Development (CPD).  If you are an existing CIWM member make sure you include your CIWM Membership Number when registering your account to be entitled to these offers.

If you have forgotten your Membership Number please contact us on +44 (0)1604 823341 or email ciwmhub@ciwm.co.uk.

If you registered on the Hub as a non-CIWM member but recently became a member, you can add your new Membership Number to your account details in the ‘My Account’ area.  Please review the information under ‘How do I change my account details?’ for instructions on how to edit your profile information.

If you are not currently a member and you’re interested in joining the UK’s largest professional body representing waste and resource professionals, visit our member pages on our website to read about the benefits of membership and how to join.

10)  How do I change my account details?

If any of your account or contact details change, or if you wish to add additional information to your account, you can update this information within your personal account page.

Login to your account via the main login page, then select ‘My Account’ from the top of the homepage and you will be directed to your personal account page.  From here you will find the option to ‘Edit Profile’ under the ‘Profile’ tab on the left hand site of the page.  Click on the ‘Edit Profile’ button to update your account information, including your name, contact details and CIWM Membership Number (if applicable).

To make the changes to your details, simply edit the existing information within the profile boxes and click on the ‘save’ button to ensure these changes are saved.

 

11)  What system requirements do I need to run (access) my resources?

All of our tools and resources are hosted securely online so all you need to access them is the internet. Our online resources have been developed to be compatible with most internet browsers and settings, however we ask all customers to check they have the following to ensure your resources load quickly and correctly:

  • An internet connection is required to access all of our products. We also recommend that all users update their internet browsers regularly. Internet technology moves fast, so to benefit from site improvements it is always good to have a recent version of your favourite browser.
  • We recommend that you use one of the latest versions of the following internet browsers to ensure that all resources display to their highest quality: Google Chrome, Internet Explorer, Mozilla Firefox or Safari.  Our browser of preference for all resources is Google Chrome.
  • Some of our online products enable you to download, upload and manage various documents.  It is therefore recommended that you have access to at least the following programmes: Microsoft Word, Microsoft Excel, Microsoft PowerPoint and Adobe PDF Reader.
  • Some of our products use Flash.  Please ensure that you have Adobe Flash Player, version 10 upwards, installed on your computer to enable you to access all of the content within our products.  
  • For customers wishing to access products on an Android Tablet or iPad we recommend that you use the free Puffin browser to stream the resources. This can be downloaded from your phone/tablet "App store”.
  • For customers accessing our resources on Mac devices, iPads or Android Tablets, we ask you to ensure any pop-up blockers are disabled to ensure all content can be displayed and viewed correctly. (Pop up blockers need to be disabled on any computer not just a Mac. )
  • There is a known issue with Internet Explorer 11 and the launch of our online resources.  If you are using Internet Explorer 11 to login to your account and open any resources, the pop-up window for our eLearning site will automatically launch when you select a resource.  However, you will have to manually ‘expand’ the window to full-size in order for the resource to fully load.

 

12)  How do I access my purchased resources and subscriptions?

You must be logged into your account to access any of your purchased products and software subscriptions.  Login to your account via the main login page, then select ‘My Account’ from the top of the homepage and you will be directed to your personal account page.  From here you will see all of your e-learning resources listed under the ‘My Products’ section of your account. 

To access any of the e-learning resources, simply click on the title of the course you wish to view.  You will then be directed to our secure eLearning platform within a new window where the course will automatically load.  Please ensure that you have disabled any internet pop-up blockers that may prevent the resources from loading.

If you have subscribed to any of the Waste Expert packages then you will also see the option to ‘Log into Waste Expert’ under the ‘Waste Expert’ tab on the left hand side of your account page.  Click on here and you will be redirected to our secure Waste Expert login page. Alternatively go directly to https://wasteexpert.cloudsustainability.com/. Simply enter your CIWM e-Learning Hub username and password and select ‘Enter’ to login to the software. 

 

13)  My e-learning resources are not loading…

When you purchase any e-learning products, these resources will automatically be added to the ‘My Account’ section of your account.  You must be logged into your account to view the e-learning you have purchased.

Selecting an e-learning course from your products list will automatically load the e-learning course within a new window.  If you are having issues viewing or accessing any of your purchased courses, please check the following:

  • You are connected to the internet – all of our products require a good internet connection in order for them to correctly load and run.  Please ensure that you have a secure, stable internet connection before attempting to access any of your e-learning.  This will give the optimal performance and experience for you.
  • You have disabled any pop-up blockers – when you click on any of your purchased eLearning you will be directed to our secure e-learning platform within a new window.  This window should automatically open as a new webpage, but please ensure you have disabled any internet pop-up blockers that may prevent this page from loading.  You’ll find instructions on disabling pop-up blockers on the introductory when you access each of your e-learning courses.
  • You may have to clear your cache – internet browsers store certain information on previous website visits and settings to help optimise customer browsing.  Occasionally, your internet cache may prevent you from seeing the most recent, up to date content.  This may impact your access to the CIWM e-Learning Hub website and your e-learning.  Many browser issues can be fixed by simply clearing your cache.  Ensure you regularly clear your cache through your internet settings to ensure this does not impact access to your e-learning. As the process is different for each browser, if you are unsure about how to clear your cache, please use a search engine to understand how to clear your cache depending on your browser.
  • You may have exceeded your number of attempts – some of our e-learning have a limit on the number of times users can access and view them.  This information is clearly stated within the instructions and introduction for each course.  If you have exceeded the number of attempts for a course then you will no longer be able to access it.  Please contact us on 01604 823341 if you wish to extend your access.
  • You may have exceeded the time limit of that course – some of our courses have access limited to a fixed period of time.  This information is clearly stated within the instructions and introduction for each course.  If your access to your e-learning has expired then you will no longer be able to access it.  Please contact directly if you wish to extend your access.
  • Known issue with Internet Explorer 11 (IE11)  there is a known issue with IE11 and the launch of our e-learning. If you are using IE11 to login to your account and open the course, the pop-up window for our eLearning platform will automatically launch when you select a course, but you will have to manually ‘expand’ the window to full-size in order for the course to fully load.
  • If you experience an issue where you can access the e-learning, but some of the content is missing or jumbled up, this may be due to Active X Filtering which occurs in Internet Explorer. If this is on you will have a tiny no entry type sign in the corner of the pop up screen. If you click this you can switch active X filtering off for the page.
  • Finally, if you experience any difficulties when viewing content on a mobile device, please see if it can be resolved by using a laptop or desktop.

Please be aware that some internet browsers behave differently.  We recommend all customers use Google Chrome on desktop computers and laptops to view our e-learning as they have been optimised to run best on this browser.  Please also ensure that you have Adobe Flash Player version 10 or higher installed on your computer. 

If you have checked all of the above but are still having issues accessing your e-learning, please get in touch with us, email ciwmhub@ciwm.co.uk or call 01604 823341.

 

14)  I’m having trouble logging into Waste Expert…

To log in to the Waste Expert you can either log into the Hub and then click on to the ‘Log into Waste Expert’ under the ‘Waste Expert’ tab on the left hand side of your personalised account page or go directly to https://wasteexpert.cloudsustainability.com/

Your Waste Expert login details are automatically set to be the same as your Hub account details, so using your account email address as your username and your account password as your password, enter these details and select ‘Enter’ to login.

If you are having issues logging into the Waste Expert, please check the following:

  • Ensure the email address you enter as your Waste Expert username is the same as the one you provided when you registered your Hub account.  If you have entered an incorrect email address the system will inform you that the username does not match our records and you will be prompted to re-enter your login details.  Anyone who registers an account with us will receive a confirmation email, so make sure you are attempting to login using the email account that our confirmation message was sent to. 
  • Ensure the password you enter is the same as the one you provided when you registered your CIWM e-Learning Hub account.  If you have entered an incorrect password, or one that does not match the provided email address, the system will inform you that the password does not match our records and you will be prompted to re-enter your login details.  If you have forgotten your account password, check out how you can reset this under ‘I’ve forgotten my account password...’.
  • The login page is case-sensitive so ensure your email address (username) and password have the correct case or the site will not recognise your login details.  If you have entered your email address and password but are unable to login to your account, ensure your caps lock is not on and that you are using the correct case.
 

If you are entering the correct email address and password that were provided when you registered your CIWM e-Learning Hub account but are still having trouble logging into the Waste Expert, please contact us by using the ‘Website Support’ button at the bottom of the Hub homepage or by emailing us at support@cloudsustainability.com.  A member of the Cloud Sustainability team will look into the issue and get back to you as soon as they can.

 

15)  I want to upgrade my Waste Expert subscription. What do I do?

To upgrade any of your Waste Expert subscriptions you must be logged into your account.  Log in to your account via the main login page, then select ‘My Account’ from the top of the homepage and you will be directed to your personal account page.

If you have an existing Waste Expert subscription, within your account you will see the option to ‘Upgrade your subscription’ under the ‘Waste Expert’ tab on the left hand side of your page.  Click on here and you will be directed to our online subscription form.

Simply complete the form with details of your subscription enquiry, ensuring you also provide your name and the email address associated with your account.  A member of the Cloud Sustainability team will get back to you as soon as they can to discuss your upgrade options.

 

16)  How often are the products updated and how will this affect my subscription?

Content updates and technical upgrades to all of our products are regularly undertaken to ensure information is up to date, accurate and that the platform continues to operate at its most efficient level.  Any updates and amends to the content within the resources are generally made on an ad hoc basis, and will reflect changes in areas such as legislation, guidance, government policy and waste and resource management costs.

Because our products are hosted online, any upgrades or updates which are made to them are automatically synchronised with your account next time you log in.

Your progress through any of our eLearning resources, plus information or data you have inputted, will be automatically saved during these updates and will be available for you next time you login to your account.    

You will be notified of any content changes or amends which are made in case you do wish to review certain areas of the resources, but this will also not impact your account functions or any of the information who you entered. 

New products and resources are regularly added to the CIWM e-Learning Hub so make sure you take time to check out what’s new by browsing the courses on the homepage and making sure you are signed up to the CIWM training newsletter

 

17)  Is my data in Waste Expert securely saved and backed up?

The security of our customers’ information and data is a top priority for us which is why we use a system which provides automatic backups.  These automatic data backups are undertaken daily at each of the UK-based datacentres we use.

Cloud Sustainability uses a system of RAID technology and hot standby backups.  This means that our primary and secondary backup servers run simultaneously, enabling all data from our primary server to be mirrored to our secondary server in real time.  This provides us with two secure server systems which will contain identical copies of your data. 

Our hosting provider guarantees 99%+ uptime, but in the very rare event that we require a reboot or one server doesn’t backup, you can be assured that all your data will still be securely saved.  Furthermore, Cloud Sustainability guarantees that your information and data will remain confidential at all times and will not be shared in anyway with third parties. 

 

If you still have a query after reviewing this page please contact us on 01604 823341 or by email ciwmhub@ciwm.co.uk.