IMPORTANT: Before contacting CTM Technical Support for a resolution to any issue you may have, please read the information below as most Caravaners have found in most instances they are able to resolve any issue themselves saving them and the technical support staff time and energy. If after going through the list below you find you can still not resolve your issue, by all means contact us.
I have not changed my password but the site will not recognize it now.
First, try clearing your cache (browsing History). Your browser may be putting in an old password. You can also test this by trying another browser ie, Chrome, Firefox or Safari.
You can reset your password by going to the “my account” page and selecting the “Lost your password Link”. Enter your username or email address associated with your account and select reset password. The system will then email you a link to reset the password.
Can’t remember username.
If you can’t remember your username, try using your email address to log in or go through the forgot password process using your email address.
Can’t remember your email address.
Contact us and they can look you up in the system and retrieve your email address, please let them know what name you used when you signed up. You may be asked a security question. Click Here
How can I change my email address or password?
Log into your account and go to the my account page. Scroll down until you see the statement “hello Name username” and then click on the link that says edit your password and account details. Once on that page you can change the details.
NOTE: if your subscription is using PayPal as the payment method you do not want to change the email address as PayPal will not be able to complete the auto renew process and will charge your account but the system will not be able to connect that payment to your subscription. The subscription will then be put on hold.
When I log in I don’t see the Programs/Archives button or it says page cannot be found.
Go to the my account page after you log in and look at the status of your order if it says “on hold”, “canceled” or “expired” it is time to subscribe again. Click on the subscribe button and choose the plan that best fits you and rejoin the caravan.
My subscription has not run out but I have lost access.
After you log in and you do not see the archives there is an issue with your account. It may have failed the renew process. Go to the “my account” page and you will see the status of the order. Cancel the old subscription and re subscribe. If a payment went through on the old subscription contact us and we can issue a refund. Click Here
I have a yearly, bi-annual or quarterly subscription and it has expired.
These original subscription plans are no longer available and they will not renew, but will expire. Once this happens all you will need to do is log into your account and re subscribe using 12 month, 6 month or 3 month options. If you were charged for the old subscription contact us and we can issue a refund. Click Here