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Frequently Asked Questions

Who to contact

Who to contact should you experience any problems whilst using the online certification system
Should you experience any problems outside of this FAQ section please use the online support form. Selecting the nature of your query will enable us to direct you to the correct person.

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Login and Registration Issues

Why can’t I login?
There are several reasons why this could occur. First, ensure your username and password are correct. It is also possible the SOFHTe Certification System is currently experiencing difficulties and you need to come back later. Should the problem persist please use the support form to log your problem providing as much detail as possible including any error codes if applicable.

Why do I get logged off automatically?
If you do not logout, the system will only keep you logged in for a preset time. This prevents misuse of your account by anyone else.

I’ve lost my password!
While your password cannot be retrieved, it can easily be reset. Visit the login page and click 'forgot password'. From there you will be able to request a new password by email.

I have registered but cannot login!
First, check your username and password. If they are correct, your account might not yet be active. Before you can use your account you must click the activation link in your welcome email.

I registered in the past but cannot login any more!
Attempt to locate the e-mail sent to you when you first registered, check your username and password and try again. Should the problem persist please use the support form to log your problem providing as much detail as possible including any error codes if applicable.

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User Preferences

How do I change my password?
Should you wish to change your password to a preferred alternative you can do so in the my account section. For security reasons your new password must meet set criteria, we recommend you change your password on a regular basis.

How do I edit my contact details?
Should you need to update your contact details you can do so in the my account section. It is your duty to keep your records up do date, failing to do so may result in you not recieving important scheme updates and reminders.

The previous contact has left our company, how do we access the system?
Please use the online support form to contact us, from there we will be able to migrate your old account to a new user. Remember any past employee will be able to access the system until we are notified.

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Application/Certification Queries

Will I receive an audit?
You will receive an audit at some point following confirmation of your certification under the scheme. The timing of this will depend upon the risk rating of your operation.

Do I have to pay separately for the audit?
No, the cost of the audit is included in the initial registration fee and subsequent renewal. There are no extra charges the audit.

Why do you ask me to upload documents?
In order for the scheme to be credible we need to verify that you have appropriate controls in place and that they are working as required.

I don't have my documents stored electronically, what can I do?
If you are unable to do this it is possible to send the required documents to us by post.

Are my documents secure when I send them to you?
We hold your documentation in confidence on a secure server.

How do you determine if my operation is of a suitable standard to be awarded SOFHTe certification?
The responses to your questions and the documentation you have provided will be reviewed by a food technologist.

What happens if you are not happy with my responses to some of the questions?
We will come back to you and ask you to clarify what you have told us of supply further evidence.

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Technical Queries

I am not receiving any emails from the certification system
Firstly please check the email address you have given to us is correct. We also recommend you add the domain 'sofht.co.uk' to your Outlook and third party spam filters. If you don't know how to do this please contact your system administrator.

What supporting evidence file types are supported by the system?
We support most major document and image formats when uploading your supporting evidence. Should your document not comply you will be informed when uploading.

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