We've tried to answer the most frequently asked questions, but if you need further assistance please get in touch


Accessing my Account


What is my username?

Your username is your email address.  Remember this will be the email address you used to set up your UKELA membership.  If it does not work, please get in touch. If you change jobs you'll want to update your username to your current email address.

How do I set my password?

Click 'Forgot my Password' on the log in page. On the Password Request page, enter your Username and click submit.  Once your password is emailed to you, you can use it to access your personal landing page where you can change your password to something more memorable if you wish.

 I've accidentally locked myself out of my account.  What should I do?

We can reset your account for you. Please get in touch

How do I change my username or password?

Log into your account.  From there, select 'preferences', at the bottom of the page click 'security' and then the link to change password/username. Choose your new username or password and click save. 

How do I update my contact information?

First log in, and on your personal landing page click the 'pen symbol' to update your information.  Remember to do this if you change jobs or your personal details change eg. change of name.  This will ensure you continue to receive UKELA news. 




How do I activate UKELA membership?
To join UKELA, as an individual or an organisation, please see the membership page for more details of the different categories of membership. Membership is annual and runs from 1 January to 31 December, but you can join or renew at any time throughout the year.

What is an organisational membership?
Organisational members are entitled to up to 10 named members, each of whom benefit from UKELA membership as though they were an individual member. Someone will be the lead member for the organisation, and will be responsible for adding and removing named members from the account. One of the named members can be nominated as an administrator. Find out more on the membership page.

How is membership renewed?
Individual Membership - renewal invoices will be sent annually in December. Upon receipt of the email, please sign-in to your UKELA account, put the invoice in your cart and pay online to avoid your membership lapsing on 1 January. If you pay by direct debit you can ignore the renewal notice as your membership will renew automatically, and payment will be taken on 31 January. 

Organisational Membership - From December 2023, in recognition that company cards are no longer common practice, renewal invoices will be emailed for prompt BACS payment by the end of December. Please reference the invoice number and email a remittance note when payment has been made so that we can track the payment in the bank and mark your renewal invoice as paid to re-activate your membership.

Membership lapses on 1 January unless the renewal invoice has been paid - you will not receive elaw, be able to access the members only resources or benefit from purchasing tickets at the discounted rate. 

How can I set up a direct debit mandate?
If you would like to set up direct debit, please get in touch.

Security of my Information


What does UKELA do with my personal information?
Your information is stored securely in the CRM system, accessible only by you and members of the UKELA staff team.  We will only ever use your contact details to let you know about UKELA related activity.  Our GDPR rules continue to apply and you can read them here.  

Who can see my public profile?
Only you as a member can access and update the information we hold.  It allows you greater control over your own information. If you need assistance please get in touch.

Are my card details safe?
Yes completely.  The system is fully protected and we do not have access to your card details at any time. 



How do I access the members only resources?
Many of our resources in the Reading Room are only available to active UKELA members. While our membership year runs from 1 January to 31 December you can join or renew your membership at any time. We update these resources regularly so please do check back for new information and, if you cannot find what you are looking for, please get in touch.

How do I check and pay an invoice?
From your landing page, select 'transactions'. Any open invoices will be listed and can be paid by click on the invoice number and follow the on screen instructions. All orders and settled invoices are also listed.  

What is the refund policy?
If you have registered for an in-person event, but are no-longer able to attend and notify us more than 21 days before the event we will sort out a full refund, if less than 7 days prior to an event no refund will be available (but at UKELA's discretion). To request a refund please get in touch

If it is an online or hybrid event, we will not be providing refunds as delegates will still receive a recording of the event as soon as it has been edited.  

Do I have to pay online?

If you are having difficulty with the an online payment please get in touch. In exceptional circumstances we can facilitate payment by other means, payment can be taken over the phone. However, issuing invoices for BACS payment, monitoring the bank account for payment and manually updating the system is time consuming and may result in an error being made. The quickest and easiest way to ensure you are registered correctly for all events is to make your booking online.

I have a technical issue with the website.  What do I do?
Please check first with your IT contact that the issue is not something your end.  If it is not, then please let us know.  If we are aware of an issue with the website we will endeavour to inform you via social media.    

Any other questions?
If there is a question we have not answered here, please get in touch and once we've answered your question we will add to this FAQ section.