FAQ's
Frequently asked questions
- What do I
get as a subscriber of Return to Work Matters?
- How do I
change my subscriber information?
- I
can’t remember my password.
- I’m
an existing subscriber having trouble logging into the site.
- I just paid
for my subscription but it says I’m an expired subscriber, how do I gain
access?
- What form
of payments do you accept for joining or renewing?
- My employer
needs an invoice prior to approving payment. How do I organise this?
- How can I
get a receipt for my transaction?
- How do I
receive my bonus eBooks?
- How do I
start / stop receiving my weekly newsletter?
- Can I join
from outside of Australia?
- How do I
renew my subscription before it expires?
- How do I
renew my subscription after it has expired?
- Can I have
permission to use or reprint an article from the website?
- How do I
add or remove people from our group subscription?
- How do I
upgrade from an individual subscription to a group subscription?
- Is my
subscription transferable?
- I’m
trying to join but it says my email address already exists, what do I do?
- I’m
getting the occasional email from you, does that mean I am a full subscriber of Return to Work
Matters?
- I
can’t find anything that helps me with a particular problem, can you
help?
- How do I
find what I am looking for on Return to Work Matters?
What
do I get as a subscriber of Return to Work Matters?
You’ll get 24 hour, 365 day
access to an extensive, constantly expanding array of tools, resources and guides to help you improve
return to work outcomes. For more information see Subscriber
Benefits, About Us or Who Should Join.
How do I
change my subscriber information?
If you want to change your subscription information, such
as email address or password, you’ll need to log in first. Then click on My Account along the
top right of the home page, make your changes and click SUBMIT.
I
can’t remember my password?
You’ll find a Forgotten Password link in the top right corner of the homepage or
on the page you’ll be redirected to if you’ve entered incorrect log in details. Click it,
enter your registered email address and your password will be sent to you. If you no longer have access to
that email account, email admin@rtwmatters.org with up to date
contact details.
I’m an existing subscriber having trouble logging
into the site.
If your email address is in our system and you are a basic or premium
subscriber, you can try resetting your password. If you are prompted to
renew upon logging in, either your subscription has expired, or you are receiving the newsletter only
subscription which allows you to access the free content available on the website through the newsletter. If
you wish to access any basic or premium subscriber content, you will need to upgrade by following the renewal
prompts and selecting a paid subscription option. If you are sure you have a paid subscription, please check
you are using the correct email address. Have you got a redirect from another email address to your inbox?
Perhaps the original account was set up with your organization’s generic or your predecessor’s
email address. If you are still unable to log in, please contact us and we'll assist you in gaining
access.
If you
have shared your individual subscription log in details with anyone else you may find you are able to log
in but are being logged out automatically. There is a system in place that doesn’t allow for
simultaneous log-ins on the one account from many computers. If you are logged in, and someone else logs
in using your account, you will be logged out automatically. Attempting to log back in will log out
the other person and a circle of logging in and being signed out will occur. Individual subscriptions
are not meant to be shared, to avoid this happening again, you should change your password under My
Account once logged in. To upgrade to a group subscription so all subscribers of your team can utilize the
website, please email admin@rtwmatters.org .
I just paid for my subscription but it says I’m an expired subscriber, how do I
gain access?
Occasionally, when paying by credit card, the connection with the bank can
time out or an error may occur. In this case, 99% of the time, the funds have not been taken off your
credit card. In this case, your Return to Work Matters account will be set up but inactive
(expired). You can confirm that the transaction failed with admin@rtwmatters.org or your bank. To attempt the
transaction again, please log in using your email address and password at the top right corner of the
homepage and you’ll be prompted to complete the transaction.
If you have paid by direct
deposit or cheque, we usually activate your account within 24 hours of receipt of funds. To ensure
that your account is activated as soon as possible, please email notification of payment to admin@rtwmatters.org .
What form of payment do you accept for joining or renewing?
We
accept the following credit cards through our secure eWay payment
gateway: Visa, Mastercard, American Express and Diners. We also accept Paypal, direct deposit or
cheque. When selecting direct deposit or cheque on the subscription page, you will be emailed an
invoice with our address and banking details.
My employer
needs an invoice prior to approving payment. How do I organise this?
If you select
direct deposit or cheque on the subscription page, you will be emailed a tax invoice which you can submit
for approval. The invoice will have our banking details and address but if you wish to pay this
invoice by credit card, we do accept card details over the telephone for Australian subscribers.
Alternatively, contact admin@rtwmatters.org and a customized
invoice can be sent to you.
How do I get a receipt for my
transaction?
You should have received a tax invoice / receipt via email upon payment,
however if you did not receive it, or have misplaced it, please email admin@rtwmatters.org with your request.
How do I receive my bonus eBooks?
You should have received a
welcome email with your account details and links to the welcome gifts upon payment. We recommend saving
the eBooks to your computer in case you misplace or delete the email. If you did not receive them,
or would like them resent, please email admin@rtwmatters.org
with your request.
How do I start / stop receiving my weekly
newsletter?
You can start / stop receiving the weekly newsletter anytime you like. Just
log in, click on My Account in the top right corner of the homepage and tick / untick “I am happy to
receive newsletters from rtwmatters.org.
The default setting ensures you begin receiving your
newsletter as soon as you join. If you have not been receiving your weekly newsletter and the box
under My Account is ticked, please check that you have entered the correct email address on your account.
Due to the newsletter being a mass mail out, some security settings can classify the email as junk mail.
You should check your junk mail folder and mark us as a safe sender if this has occurred. If it is not in
your junk folder, you should request that your IT department add www.rtwmatters.org to the safe domain
list on the server.
Can I join from outside of
Australia?
Of course you can. We have many international
subscribers. The majority of the
content on Return to Work Matters is universal and can be applied no matter which country you are situated in.
Localised content includes; events, employment opportunities, news items as well as the occasional system
based article or opinion piece.
How do I renew my subscription before it expires?
Once logged in,
you’ll see a link to renew underneath your name in the top right
corner of the homepage. Click here and you’ll be prompted to choose your payment option.
How do I renew my subscription after it has expired?
Simply
attempt to log in with your email address and password and you will be prompted to renew your subscription.
Can I have
permission to use or reprint an article from the website?
Yes, we are happy for you to
share our articles by adding it to your website or publication as long as we are notified and attribution
is given. Our terms of use are:
Reprint rights, terms and conditions of use:
If you have been supplied an article or link by a staff member of rtwmatters.org, please accept
this statement as permission that the recipient may distribute or reprint this article in full, on the
condition that proper attribution is given.
Acceptable forms of attribution include:
• Reprinting in full: By Author’s Name - Return To Work Matters -
www.rtwmatters.org
• Reprinting part of the article (further
permission required, please contact info@rtwmatters.org)
Attribution will require the words ‘Full article available at www.rtwmatters.org’ If
publishing online, please ask a RTWMatters staff member for a special link to allow public access to the
article.
How do I add or remove people from our group
subscription?
You need to be the group administrator to add, edit or remove group
subscribers. Usually the group administrator is the person who set up the subscription. Group
administrators need to log in, click on My Account and then click on Manage Group Subscribers. Here
you’ll find the controls for adding, editing and deleting subscribers of the group. Ensure the
status is active and not pending before exiting. Group sizes are determined at the time of purchase
but can be increased with further payment. If you’d like to upgrade your group size, or find out who
your group administrator is, please email admin@rtwmatters.org
for assistance.
How do I upgrade from an individual subscription to a
group subscription?
You will need to contact us to make the change. Even if your
individual subscription has expired, your address will remain in our database which does not accept
duplicates. This is to prevent you receiving multiple emails. It is quick and easy for us to
remove your address from our system so you can renter it in the group subscription form. Please email
admin@rtwmatters.org for assistance.
Is my subscription transferable?
Yes. If your subscription was
purchased for the person in your role and you are leaving the organisation, you can edit the account
details under “My Account” once logged in. You can also use this function to change the email
address to any new email addresses that you may have.
I’m
trying to join but it says my email address already exists, what do I do?
This means
you have been a subscriber of Return to Work Matters at some point and are probably expired. Perhaps this was
a free trial, an opt-in at a conference or as part of a group subscription. You can simply log in using your
email address and the password you were registered with (click forgotten
password to retrieve it) and you will be prompted to renew as an individual subscriber. If you wish to
be added to a group subscription please email admin@rtwmatters.org
for assistance.
I’m getting the newsletter from you,
does that mean I am a full subscriber of Return to Work Matters?
Not necessarily. Expired
subscribers will still receive our newsletters but can only access the free content available in the
newsletter. If you don’t remember paying for a subscription in the past, this could be because
you signed up for the free newsletter or a free trial at some point. To become a full subscriber and access
the many resources on the site, just log in using your email address and the password you were registered
with (click forgotten password to retrieve it) and you will be
prompted to renew as an individual subscriber. If you wish to be added to a group subscription please email admin@rtwmatters.org for assistance.
I can’t find anything that helps me with a particular problem, can you
help?
That’s what we are here for! Just fire off an email to info@rtwmatters.org and we’ll help you locate any
existing content. If it doesn’t exist, we’ll add it to our editorial list and research
it for you.
How do I find what I am looking for on Return to Work
Matters?
There are several ways to find stuff on Return to Work Matters. You can use
the search function, click on topics or browse the sections. Visit our Subscriber Benefits page for an in depth look at how to get the most out of
our searchable database.