Assistance Logging In

Thanks for your patience as we undertake a significant modernisation of our systems, which will ultimately mean that we can provide a quicker, better service.

Thanks to your feedback we have been able to work through and solve a series of minor teething problems, and we continue to work hard to make log in and registration as smooth as possible.

Listening to your feedback, we’ve prepared the following advice if struggling to gain access:

• Devices – switching: if you have been struggling to gain access, try switching devices (from mobile phone to laptop or desktop, for instance). Some customers have had success with this approach.
• Browsers - switching: if you have been struggling to gain access, try switching browsers (from Chrome to Edge or Firefox, for instance). Some customers have had success with this approach.
• Browsers - caching: If you are still seeing issues, please try clearing your browser’s cache, to make sure you are seeing the most up to date version of onefamily.com. The UK Government have produced a guide to clearing your cache. (This document will open in a new tab).
• Codes - timing: when you request a code to gain access, please note it can take up to five minutes to arrive, to keep things simple don’t request a new code within that five minute window.
• Codes – type it in. Make sure you don’t use spaces when entering the code, we recommend typing in the code rather than copying and pasting.

The above approaches are now only needed by a very small number of customers, so it is worth attempting to log in. If you remain unable to there may be something our customer services team can do to assist you, call 0344 8920 920 to find out.

Steve Ferrari