Contact Us

If you have any queries or require any further access to the following:

• SFS Training: Access the SFS e-Learning Creditor module and SFS e-Learning Adviser module
• SFS Logo: Download our assets for authorised use

Then please contact us at [email protected]

Frequently asked questions

Check the answers to some of our most frequent enquiries to see if they can help you with the issue you’re experiencing.

You may also find our information on SFS licences and how they work helpful.

Why can we no longer use our organisation’s shared login?

The SFS website now uses individual accounts for improved security. Old shared usernames and passwords no longer work.

Please create and use your own account, and don’t share your login details with colleagues.

Does my organisation need to apply for a new licence because the website has changed?

No, not if your organisation already holds an active licence, as these were migrated to the new website.

How do I know if my organisation has a licence?

You can check our list of member organisations.

How do I get access if my organisation already has a licence?

You can do this through the Apply to use the SFS form. You’ll need to:

• confirm that your organisation already has a licence
• enter your organisation’s membership number
• use your own work email address
• follow the instructions in your verification email to complete your account setup.

What if I don’t know my organisation’s membership number?

Check with the colleague responsible for SFS access in your organisation. If you still need help, contact the SFS team with:

• your organisation’s name
• your work email address.

What should I do if my organisation doesn’t have an SFS licence?

You can Apply to use the SFS here. You’ll need to:

• confirm that your organisation doesn’t have a licence
• enter a business email address
• explain your organisation’s services and how you’ll use the SFS.

We’ll review your application before granting a licence.

Can an organisation that doesn’t provide debt advice apply?

Yes. Applications from non-advice organisations are considered based on their role and how they intent to use the SFS. When applying, you should:

• explain why your organisation needs access
• provide relevant information about your organisation
• include any professional memberships or accreditations.

Approval is subject to review, and we may check an organisation’s regulatory status.

How long does a new licence application take?

We aim to process applications within ten working days. It can take longer if we need further information or have to carry out additional checks.

Individual account registrations under an existing licence are processed automatically, as long as the email domain matches the one listed for the organisation.

Can I use a personal email address or a different work email domain?

Personal email addresses, such as Gmail or Outlook.com, are not accepted. You’ll need to use an email that matches the domain registered against your organisation’s licence.

If your organisation uses more than one domain, or it has changed, contact the SFS team for help.

I had an account on the old website. Can I still sign into it?

Your account might have been migrated, but your old shared login details won’t work. You should:

• select ‘Login’
• enter your registered work email address
• choose ‘Forgot password’.

Then follow the instructions in the verification email to set your own password. If your account can’t be found, you can contact the SFS team to check if you are registered.

Why have I not received a verification or password reset email?

Check your spam or junk folder first. If the email isn’t in there, ask your IT team whether messages from [email protected] or the Microsoft.com domain have been blocked or quarantined.

If you still don’t receive the email, contact the SFS team.

What does the ‘undefined – undefined’ error mean?

This error can appear if your password isn’t strong enough. Try using a combination of upper- and lower-case letters, numbers and symbols.

If the error keeps showing, contact the SFS team with a screenshot of the message (but make sure you don’t include your password).

Can I access the SFS website from outside the UK or while using a VPN?

Currently, users outside the UK can register, but can’t log in. A VPN might also prevent you from logging in if your connection appears to be outside of the UK.

If you are in the UK and using a VPN, ask your IT team for help checking your connection in line with your organisation’s security requirements.

If you are a registered user under a licensed organisation and are outside of the UK, contact the SFS team to discuss receiving resources by email.

I still need help. Who should I contact and what information should I provide?

Email [email protected], including:

• your organisation’s name
• its membership number (if known)
• your registered work email address
• a description of the problem.

If it’s a technical issue, try to include:

• the page or step where the issue happened
• the error message or a screenshot
• the browser you were using
• any workarounds you have tried.

Please don’t send us passwords or verification codes, and be sure to remove any client information from screenshots.