Frequently Asked Questions (FAQs)

> What’s my profile, and how can I change it?

> How do I use the private messaging function?

> What is the difference between Outbox and Sentbox in the private messaging function?

> How does the “Find carers near you” function work?

> How do I log into the website?

> I’m trying to log in but it’s not working. What should I do?

> How do I post a new message on the discussion boards?

> How do I add pictures to my discussion board posts?

> Who can post a blog, and how?

> When is the chat room available, and how do I access it?

> I want to ask a question – who should I ask?

> Who moderates the discussion boards?

> Who can have an account with carers.org?

> Who is this website provided by?

> What can I do if I'm not happy with something I see here?

> I request a new password but it only logs me in once!

> I cannot view the chatroom—what’s wrong? 

> I’d like to make a comment / complaint

What’s my profile, and how can I change it?

Your profile is the page on carers.org that allows you to tell other users a little bit about yourself. Once you’ve logged in, click on My Profile at the top of the screen from any page. Click on the Edit tab and then click on Profile. From here, you can type in any information you want (and, equally, you are free not to fill in anything you don’t want to). Upload a picture if you want to. When you’re finished, remember to scroll down and click the Save button.

How do I use the private messaging function?

You need to be logged in to the site for this to work. Click on My Profile at the top of the screen, and on the right-hand side you’ll see a green box called My Discussions. Click on Manage my private messages. At this point, if any messages are waiting for you you will see them listed; click on a message to read it.

Click on the yellow New message button to create a message to somebody. If you know somebody’s username exactly, you can type it into the Add recipients box, then click on the Add button to add them to the list. Otherwise, you can leave the recipient box blank, and just click on the Add recipients link. This will take you to a screen where you can search to find the people you want to write to.

Click the Submit button at the bottom of the screen when you finish writing your message.

What is the difference between Outbox and Sentbox in the private messaging function?

Messages in Outbox are those that you have sent but have not yet been opened and read by the recipient.

Messages in Sentbox are those that you have sent and have also been received and read by the recipient.

How does the “Find carers near you” function work?

This allows you to search for other members of carers.org based on things that you might have in common, such as the area where you live, or the person who you care for. To access it, click on Carers chat and then choose Find carers near you.

If you want to look at the details of a carers.org user whose username you know, type it into the Keywords box and click on Search. Alternatively, to find all users who match particular criteria, choose them from the drop-down lists and click Search.

When you see the list of results, click on any user to see their profile information.

Note that this can only find people based on the information they have chosen to put in their profile. You are under no obligation to fill in these details if you don’t want people to search for you. 

How do I log into the website?

From any page of this website, click on the Log in link at the top right-hand side of the page. You’ll be taken to the login page where you’ll need to type in your username (not your email address) and password. Then click the Log in button.

I’m trying to log in but it’s not working. What should I do?

Most problems with logging in can be easily fixed by using the Request new password feature. Even if you don’t think it’s a password problem, this is often the most straightforward way of getting things working again.

Click on the Log in link at the top of any page, then choose Request new password. Type either your email address or your username in the box – whichever you think you’re most likely to remember accurately! – and click the E-mail new password button. Then follow the instructions under I request a new password… below.

If it still isn’t working for you, send us an email on web@carers.org and we’ll do our best to sort it out!

How do I post a new message on the discussion boards?

Once you’ve logged in to the website, click on Carers chat and then choose Discussion boards. You’ll see a list of all the sections of the discussion board, and underneath each section title you will see a link to the most recent message that has been written in that section. Click on the section you want to write your message in, then click on the New topic button at the top.

Type in a subject for your message (this is the title that will be displayed in the list) and then type your message into the large box. When you’ve finished, scroll down to the bottom and click the Submit button.

How do I add pictures to my discussion board posts?

When you’re writing your message, scroll down and find the Upload attachment section. Click on Choose File, and find the picture on your computer. Once you have selected the right file, make sure you then click Add the file, or it won’t be attached to your message.

If you want to add any of the smiley faces or symbols, move to the part of your message where you want the symbol to appear, and click on the symbol to insert it. It will be represented by a code rather than by the symbol itself, but it will be displayed properly after you submit your message.

If you want to see what your completed message will look like, including pictures and smiley faces, click the Preview button at the bottom.

Who can post a blog, and how?

Blogging isn’t open to all carers.org members. Rather than having hundreds of people writing things in different places, at any one time there are just a small number of volunteers who are writing blogs for us. (But if you’d be interested, do let us know as our bloggers will certainly change from time to time.)

When is the chat room available, and how do I access it?

The chat room is available 24 hours a day, although it is usually only busy in the evening from around 8pm onwards. If we run a special event in there – for example, a Christmas party, a special guest, or a session specifically targeted at young adult carers – it is frequently at around 7pm, but we will advertise each one across the site and in the e-mail newsletter.

To access the chat room, you need to be logged in to the website. When you’ve done that, click on Carers chat at the top, and choose Online chat.

I want to ask a question – who should I ask?

If it’s a technical question (for example, trouble with your username not working, aspects of the website going wrong, and so on), send an e-mail to web@carers.org.

If you’re looking for help or support about an issue related to your caring, you’re welcome to get in touch with the Online Support Team on support@carers.org. Alternatively, many people find the most useful resource is the other carers on the website – post a message on the discussion boards and you’ll probably be surprised at the range of caring, supportive and knowledgeable responses you’ll get!

Who moderates the discussion boards?

Every day of the year (and often several times a day), a member of the Online Support Team looks at everything newly written on the discussion boards. As the discussion boards are part of Carers Trust's main website, it’s possible that other colleagues may also notice something and bring it to our attention.

Currently the Online Support Team consists of Ewan, Sam, Susannah,Tina and Penny who are all experienced in working with communities, vulnerable people and carers’ issues.

Who can have an account with Carers.org?

Carers.org is open to anybody aged 18 or older who is a carer, used to be a carer, works with carers or is interested in issues relating to carers. Our definition of a carer is:

A carer is anyone who cares, unpaid, for a friend or family member who due to illness, disability, a mental health problem or an addiction cannot cope without their support.

Who is this website provided by?

This website is provided by Carers Trust, a national charity for carers in the UK. To find out more about who we are and what we do, have a look at www.carers.org/about .

What can I do if I'm not happy with something I see here?

If you have seen a problem with the editorial content of the website, or with an aspect of its design or technical functioning, please let our web team know by e-mailing web@carers.org . If it’s an issue relating to something somebody has written in the chat room on the discussion boards, get in touch with the Online Support Team on support@carers.org . Both teams work very closely together, though, so if you aren’t sure who to contact we will make sure your message finds the right people.

Alternatively, many areas of the website have a link or button called “report offensive content”, or something similar. Clicking on one of those will cause a message to be sent to us, and we’ll see it within a day or so. We don’t guarantee to remove everything that anybody has been offended by, but we will take your report seriously.

I cannot view the chatroom—what’s wrong?

The chatroom runs using software called Java. The reason why you cannot view the chatroom could be because you do not have the latest version of Java installed in your computer.

To install Java, go to http://www.java.com/en/download/index.jsp and follow the instructions there. After installing Java, you may have to restart your browser and, in some cases, even restart your computer for the software to function properly.

Alternatively, due to the combination of operating system, browser and settings on our computers, if you have more than one browser installed on your computer, eg: Internet Explorer, Mozilla Firefox, AOL explorer or Google Chrome (to name some), then do try logging into the chatroom from a different browser to see if it works.

If you still cannot access the chatroom after the steps mentioned above, please email web@carers.org so that they can help you with the issue.

I request a new password but it only logs me in once!

An email should arrive in your inbox once you request a new password. This email will contain a temporary password for you to login from. This password will expire after the first time you have logged in with it and you will not be able to use it again to sign-in.

However, once you login with this password you are expected to change it to your preferred password. This can be done by clicking on My Profile and then clicking Edit. Once you have typed in your preferred password and saved it, you will use this password to log in next time.

I'd like to make a comment / complaint

If our services at www.carers.org have helped you in a way that you would like to tell us about, please let us know by emailing us at support@carers.org! Similarly, we want to hear from you if you have any ideas about how we can improve what we offer to carers through our online community here. And although we hope it’s not the case, if things go wrong, we want to know. We want to provide an excellent online service to you and if we have let you down, it is your right to complain.

Whatever you want to tell us about carers.org, we promise to listen. Many problems can be sorted out quickly and easily by emailing us at support@carers.org. However, if you are not happy with the response you receive you can then email the Executive Assistant to the CEO on cwilliams@carers.org with “Complaint” as the subject heading and the complaint will then be formally investigated. Should you wish to, you can download our Complaints Policy in full.