Don't see the answer to your question? Our fantastic support team is standing by to help you out!
Q. It's my first time to the site, how do I start engaging with the Community?
A. To access the community to register for events, post discussions, and network with your peers – among other things – you’ll need to log in.
Don't have a login? Join by creating a username and password by:
Q. Where do I access my member benefits like webinars?
A. Click on the Learn & Engage menu option.
Q. How do I connect with other users in the user group?
A. All User & Partner Members and Subscribers are included in the Directory. Click on Directory under the Learn & Engage menu option. Subscribers have access to the basic search capabilities. Members have access to advanced search options to filter by things like role, industry, number of licenses, and more.
Please note: while contacts for partner organizations are listed in the direcgtory, partners do not have access to search the directory.
Q. I forgot my username or password.
A. You can reset both by completing the Forgot Password process. Click the Login button and select Forgot Password. Depending on the recovery methods you selected when you created your account, you will be asked to choose from the following recovery options: primary email, secondary email, or mobile phone.
Q. How can I change my username or password?
A. There are two ways to update your username and/or password:
Q. What is the length of membership?
A. All memberships are 1-year in length from initial sign up date.
Q. What is the cost of membership?
A. Visit the Pricing page for current membership rates.
Q. Why do I need a membership?
A. Members have access to all benefits of the User Group through their annual membership dues; including:
Q. Can companies/individuals based outside of the U.S. join the User Group Community
A. Yes, the user group community has a growing international membership and many of our benefits, resources and educational opportunities are available online.
Q. If I leave my organization, will my membership go with me?
A. If you leave your organization, membership will remain with your organization. Please be sure to update your profile with the correct contact information if you move organizations.
Q. How do I access my profile?
A. You can access your profile one of two ways:
Where do I edit my contact information?
A. When under your profile, when clicking on the Update Contact Details button you have the following options: Mailing Address, Personal Address, Subscription Management, and Update Login.
How do I upload a profile picture?
A. On your profile, click on the Actions button below the avatar. Select Change Picture from the drop down.
What is the Primary Contact?
A. This is the main contact for the company. Primary Contacts can add/edit/remove users and edit/remove other Account Admins. The primary contact is the only person who can assign Roles. The primary receives email communications when the account is scheduled to be renewed. The primary will show on all membership invoice.
How do I change the Primary Contact listed for my company's account?
A. Primary Contacts can be changed through a Support Ticket. Please include the name and email adress of the new Primary Contact when submitting your request.
What is the role of the Account Administrator and Billing contacts on the account?
A. The Account Admin can add/edit/remove contacts associated with the account. Account Admin cannot remove another Account Admins.
The Billing contact receives email communications when the account is scheduled to be renewed.
How do I add or remove users from my company?
A. Click on Add and Manage Users from within your profile. Within this section, you can Edit, Delete or Add users to your account.
Individual or Small Team memberships limit the number of users who can be added. To upgrade your membership, contact our membership team.
What happens when a user is removed from an account?
A. Deleting an individual from your company contacts will disassociate the individual from your company and its membership. It will not delete their profile on the User Group site.
How do I manage my communication preferences?
A. In your profile, click on the subscription management button and select the emails you’d like to receive from us. You may update your subscription preferences at any time.
You can also manage or update your preferences for any online community notifications (including discussion notifications, messages from other community participants, contact requests, and other community messages) by visiting My Profile -> My Settings -> Email Preferences.
You may also update your preferences by sending a letter, calling, or submitting a support ticket.
Q. How do I transfer or switch my registration to someone else at my company?
A. IMPORTANT: the person who the registration is being transferred to needs to have an active account
Q. How do I edit my registration?
A. From your Profile:
Q. I registered for an event and am unable to attend.
A. Webinars - Do not require a cancellation. If you keep your registration active, you will receive an email notification when the recording is added to the site.Academy Courses - Cancellation required for refund or credit. Please see the Academy Terms and Conditions for more information.Conferences & Events - Cancellation required for refund. Please see the Conference and Event Cancellation Policy for refund cut off dates and terms.
Q. How do I cancel my registration?
A. Webinars, Academy or Conferences
Q. What is your cancellation and refund policy?
A. Conferences and Events - Please see the Conference and Event Cancellation Policy for refund cut off dates and terms. Academy Courses - Cancellation required for refund or credit. Please see the Academy Terms and Conditions for more information.
Q. What is the IP address for the website?
A. Our website has three dedicated IP addresses which it is hosted on: 184.108.40.206, 220.127.116.11 and 18.104.22.168. If your company has firewalls set up to restrict website access these IP addresses will need to be added to your allowed list in order for you to access the site.
Q. If I am not receiving emails from the website/community what should I do?
A. Please add the following IP addresses to your company's whitelist:
Q. Is the website accessible through any browser (Internet Explorer, Chrome, Firefox, Edge and Safari)?
A. Yes, the website is compatible with all web browsers. If you are using Safari, you will need to enable cookies and cross-site tracking in Privacy & Security area of the Settings.
Q. Is there a Code of Conduct for behavior on this site?
A. Yes, all participants must agree to the Code of Conduct upon joining the community and again if terms are updated.
Q. Can I post a job on the website?
A. No. Posts about job openings and/or announcements are not allowed in any of the online forums as per our Code of Conduct. This includes posting open positions at your company as well as advertising that you are looking for a job.
Q. What is your cancellation policy?
A. Please see the Conference and Event Cancellation Policy or Academy Terms & Conditions for refund cut off dates and terms.
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