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Solutions to Subscription Problems:



Trouble Accessing Full Reviews After Logging In:

  • Make sure that your computer is set to accept cookies. This is how our system knows to give you access as a subscriber as you move from page to page. If you use Internet Explorer as your Web browser you can correct this by clicking on Tools --> Internet Options --> Privacy --> Set the level to "Medium High" If you wish to keep the setting higher, then set the level to "High" and then click on the "Sites" button, type "consumerlab.com" in the box on the next screen and click the "Allow" button.

    If you use Firefox, go to Tools-->Option (or Preferences if you use a Mac) -->Privacy. Look for the option to accept cookies. If you don't see that option, look for the section History and choose "Use custom setting" and make sure "Accept cookies from sites" is checked as well as "Accept third-party cookies."

    To set whether Safari blocks cookies in iOS 8, tap Settings > Safari > Block Cookies and choose Always Allow From third parties and advertisers.

  • If this does not help (and you are sure that you are logged in as a subscriber), try reloading the page by clicking on your browsers "refresh" button.
  • You may also try clearing your computer's cache of stored Internet images. This can be done by clicking the following in your browser: Tools --> Internet Options --> General (Tab) --> Browsing History -- choose "Delete" (this won't delete anything yet) --> In the next box, choose Delete Files, Delete Cookies, and Delete History.
  • Finally, make sure that your computer has its "active scripting" set to "Enabled." Computers come with it enabled but people sometimes "Disable" it as it may be misused by unscrupulous Web sites. If you use Internet Explorer, you can check the status by going to: Tools - Internet Options, then click on the Security tab, then click on the Custom Level button. As you scroll down through the options, Scripting is near the bottom, and the choices for "Active scripting" are "Enable", "Disable", and "Prompt". Choose either "Enable" to turn it on or "Prompt" to be notified when it will be used. Other options such as "Allow paste operations via script" and "Scripting of Java applets" can remain disabled and the site should work fine.
  • Another possible fix is to click on the words "Log Out" in the upper right corner of the page, and then try logging in again.

Trouble Logging In
  • If you click on Log In and nothing happens, or if you log in with your username and password and are returned to the same screen with no error message, make sure that your computer is set to accept cookies. This is how our system knows to give you access as a subscriber as you move from page to page. This is easy to do. If you use Internet Explorer as your Web browser you can correct this by clicking on Tools --> Internet Options --> Privacy. Set the level to "Medium High." If you prefer to keep the setting higher, then set the level to "High" and click on the "Sites" button on the same screen, type "consumerlab.com" in the box on the next screen and click the "Allow" button.

Trouble Subscribing/Logging In — Secure Connection Not Available
  • SSL ("secure socket layer") connections safeguard the transmission of personal information. If you do not get a secure connection, your browser may not have the SSL capability turned "ON." To find out how to turn the connection "ON," use your browser's HELP feature, or contact the manufacturer of your browser directly for guidance (by phone or online).
  • As noted above, if you use AOL on a Macintosh computer make sure you are using a recent version of the Netscape Web browser (3.0 or higher) or Internet Explorer browser (3.0 or higher). If not, you should be able to download updated versions over the Internet for free from these companies.

Trouble with Username or Password:
  • Make sure the Email or Username and Password you are using are correct. They must be typed in EXACTLY as you originally entered them, using appropriate capitals, lower case letters, spaces, underscores ( _ ), hyphens ( - ), etc.
  • If you are getting a message that your Password is invalid and you are certain that it is correct, your computer may be automatically inserting an incorrect Password that it associates with your Email or Username from some other online account that you established. This can be fixed one of three ways:
    • Option A: (This is the easiest approach) If you see that your Email or Username is automatically coming up in the log-in box, delete it and completely retype it - don't let the system auto fill it in. Do the same with the password. If the browser asks if you would like it remembered, click yes.
    • Option B: If you use Internet Explorer, you can clear the memory of passwords on your computer - although this will delete ALL saved passwords. At the top of your browser screen, click on "Tools," then "Internet Options," then the "Content" tab, then (under the Personal Information section) the "AutoComplete" button, then (under the Clear AutoComplete history section) the "Clear Passwords" button.
    • Option C: Instruct us to change your Username or Email. If a Username, suggest a name of 4 to 16 characters that is somewhat novel and different from other Usernames you have used in the past. Contact us at subscriptions@consumerlab.com. Once this is done, your computer will stop inserting the incorrect Password.
  • Click one of the following if you've lost your Username or Password for your online subscription.
  • If you get a message "Autologin Failed" after you try to log in, it means that your own computer is storing an old, incorrect password. To clear this password click on the following link [http://www.consumerlab.com/member_logout.asp] and then log in again with your correct username and password.

Changing Subscription Account Information:
  • If you need to change your e-mail address, phone number, physical address, Name, Username, Password, or credit card or renewal information, you may do so as follows: First, log in (click on "Log In" at the top right corner of this page); Once logged in, go back to the top right corner and click on My Account; Once there, click on the item that you want to View/Edit, make the change, and hit the Submit button.

Renewing Your Subscription:
  • As described on the site, Annual subscriptions renew automatically, unless: (1) you "uncheck" this option in your Account Information (see above for Changing Subscription Account Information), (2) have e-mailed us to change this for you, or (3) the credit card information in your account is no longer valid.
  • We contact all subscribers via e-mail three weeks before their subscriptions renew or expire. If your subscription is going to expire but you want it to renew, please follow ONE of the instructions below:
    • — BEFORE your current subscription has expired:
      Go to www.consumerlab.com. Log-in. Click on the MyAccount icon that will appear in the upper right corner of the page after you have logged in. If your Credit Card Information has changed in the past year, click on Credit Card Information, update the information, and click Submit at the bottom of the page. Then, click on Subscription Information. Check the box to Automatically Renew. Hit Submit. Your subscription will automatically renew on your current expiration date and an confirmation message will be sent to your e-mail address.
    • — AFTER your current subscription has expired:
      Go to http://www.consumerlab.com/subscribe.asp. Log-in at the top right corner of the page. You will get a screen telling you that your subscription has expired how to renew immediately online. You will need your current credit card information and you will have an opportunity to update other information in your account.

Need to Subscribe Offline:
  • If you do not wish to subscribe over the Web, you may subscribe by Fax, Mail, or Phone. If by Fax or Mail, you will need to fill out the subscription form accessible from www.consumerlab.com/subscribe.asp and send it to us with payment, as described below. Please make sure that the Username and Password are clearly written on the printed form (Note that if you type the information in before printing it, the Password will appear hidden, so be sure to write it in.). Once we receive your subscription form and input the information into our system, you will be sent an e-mail to confirm your subscription, Username and Password. In the event that the Username or Password that you request are not available, you will be issued alternates, so please check for this when you receive the confirmation.
  • By FAX: If you are paying by credit card, you can fax this form to us at 914-721-6096. Please allow up to 7 business days for the account to become active.
  • By MAIL: If you prefer to mail the form, send it to: ConsumerLab.com, 333 Mamaroneck Avenue, White Plains, NY 10605, Attn: Subscriptions. If you are paying by credit card, be sure to fill in the appropriate information. If you are not paying by credit card, please attach a bank check or money order payable to ConsumerLab.com for the appropriate amount. Please allow two to three weeks for this process. If you send a personal check, please allow an additional 10 days so the check can clear our account.
  • By PHONE: Phone hours are 9:30 am to 4:30 pm EST Monday - Friday. Call 914-722-9149. Dial 2 and then the pound (#) key.





 

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