Welcome to the Support Section

Here you can find the answers to the most common questions that arise for users of the Strength Checker. If you're having problems, please look through our list of FAQs and see if your question is answered here.

If our FAQs haven't resolved your issue or if you need to contact us after reading them, you can use our support webform to get in touch directly. This will raise a support ticket on our system and we will get back to you within 24 hours.

I'm trying to register for an account on the site so that I can use the Strength Checker, but I haven't received the registration email.

Sometimes automatic emails from an unfamiliar website can be marked as spam or junk email by some email programs or email providers. The first thing to do is to check your spam or junk folder. If you find the welcome email there, you can mark it as "not spam" or the equivalent, and you should be able to proceed as normal by clicking on the link in the email.

If you don't find the email in your junk/spam folder, it's possible that you have entered your email address incorrectly when registering. The way to check this is to try to register on the site again, with the same email address. If you are successful then the problem was probably a typo in the email address.

Finally, it is possible that the email has simply been delayed. Emails are sent immediately from our system but occasionally can be held up "downstream" by the email receiving system. If you still don't receive your welcome and verification email after a couple of hours, contact support and we will activate your account for you.

After logging in using your one-time login link that came to you by email, you are brought straight to a page where you can set your own password. You have to enter it twice - once in each password box provided.

If you do not set your password here, you will not be able to log in to the site next time you visit. If this happens, then you can use the reset password form to reset it by email.

I lost my password and tried to use the "e-mail new password" form, but I didn't receive anything. What should I do?

You can reset your password by email if you have forgotten it.

Sometimes automatic emails from an unfamiliar website can be marked as spam or junk email by some email programs or email providers. The first thing to do is to check your spam or junk folder. If you find the welcome email there, you can mark it as "not spam" or the equivalent, and you should be able to proceed as normal by clicking on the link in the email.

If you don't find the email in your junk/spam folder, it's possible that you have entered your email address incorrectly on the form - re-enter it and try again.

Finally, it is possible that the email has simply been delayed. Emails are sent immediately from our system but occasionally can be held up "downstream" by the email receiving system. If you still don't receive your password resent email after a couple of hours, contact support and we will reset it for you.

I've entered my password incorrectly a few times and I'm now getting a message that I've been blocked from accessing the site. What should I do?

If you've entered an incorrect password several times in succession, the web server may interpret this as a "brute-force" attack on your account - in other words, as an attempt by someone to gain unauthorised access to the site using your credentials. This will result in a temporary ban of your IP address from the server. In fact the only reason you are seeing this question is probably because you have accessed the site from a different computer!

You can either wait 24 hours for your account to be unblocked automatically, or you can contact us to have your IP address unblocked manually (however, we don't guarantee that we will be any quicker!). If you do get in touch with us, don't forget to send your IP address. If you're not sure how to find out what this is, you can go to http://whatsmyip.org - it's the big number at the top, in the form xxx.xxx.xxx.xxx

When you register, you are asked to enter your first and last name. These are separated with a space to give your username, so if you entered "Louise" for your first name and "Jones" for your second name, your username is "Louise Jones".

When you register and enter your first and last name, these are combined to make your username. However, if you later change your first name or last name in your profile, your username does not automatically change (although your new first or last name will display in your profile information).

If you want to change your username you must edit the "Username" field below the first and last name fields, and click "Save" at the bottom of the page.

Click on the "Strength Checker" link in the main menu, or click the link in your dashboard. You should be taken straight to the first page of the strength checker.

Completing the whole strength checker, if you have all your information easily to hand, should take 30-40 minutes at most. If you don't have all your business and financial information to hand, you can save your report at any point in the process, and come back to it later.

Your report contains overall percentage figures of how your organisation scores across several key areas. These are meant to be general indications of where your organisation rates well or poorly - the intention is not competitive, but simply to help identify problem areas in the business. There are 5 overall key areas, and 14 more specific indicators against which your answers are scored.

We have created a sample report in order to help organisations assess if using the Strength Checker might be helpful for them. You can download a printer-friendly version here.

We have a fairly comprehensive glossary here. It should explain most of the terminology that we use in the Strength Checker and your report.

If you still have questions, you can find a lot more information from other websites linked to from our External Support section.

The VCSE Strength Checker report is for you - you can return to it at any time to change values, change your mind about any of the answers, or even experiment with different answers in order to see what effect improvements in a particular area might have on your business. There are no "wrong" answers - this is intended to be a helpful tool for small to medium-sized VCSEs, focusing your attention on all the aspects of the business and helping you to understand where you can improve.

When you save at any point in the VCSE Strength Checker, it should show you your report. If this isn't happening, it may be because there is a validation error somewhere in the data you've entered. For example, you may have entered invalid characters in a numeric field.

You should see a validation message at the beginning of the form, highlighting any areas where your attention is needed before you can save. If you don't see this, but you are still not seeing your report after you save, you can contact our support team.

We advise that any data that takes a long time to enter (lengthy text answers for example) should be saved locally to your computer so that you have a copy and can re-upload it into the Strength Checker if necessary.

If the VCSE Strength Checker doesn't seem to be working for you - for example if the sliders don't move, or if the navigation bar at the top doesn't seem to do anything - there are a few things you can check.

  1. If you are using Windows, are you using a modern, up to date browser? The VCSE Strength Checker supports Internet Explorer 9 and higher, Edge, Firefox, Chrome, Safari and Opera.0
  2. Have you got javascript disabled? The VCSE Strength Checker requires javascript in order to work properly. Javascript is automatically enabled for all major browsers so if you have it disabled you probably know about it.
  3. Are you on a mobile device? The VCSE Strength Checker should work on Android and iOS (iPad or iPhone) and is touch-compatible. It will not work on Blackberry and has not been tested on other types of mobile device. If you are having problems on a specific mobile device, please let us know using the support form.

We have provided a printable PDF version of your report that you can save locally or print directly from your browser. When you are viewing your report online, look for the button that says "Printer-friendly PDF Version" and click it.

Depending on your browser settings, you will either open the PDF directly or you will be offered the option to download it. In either case, this version of the report is designed to print easily. If you have any problems accessing it please let us know.

Did this help? Are you still stuck? Contact us using the support form below.

Support Form