If all else fails, contact us...

If you have read through all the help information and still cannot resolve your problem, please contact the ROOTS team by one of the following methods:

• email:
• telephone: 0845 680 5317 (during office hours; best route for password queries)
• telephone: 020 7654 7254 (during office hours)

In order to help us deal with your query as quickly as possible, please be ready to give us the following information:

• your name and contact details;
• your RR number, if you are a subscriber (you should find it printed on your invoice or confirmation letter);
• your computer type (Mac or PC) and operating system (e.g. Windows Me, Windows XP, Mac OSX);
• your web browser (e.g. Netscape Navigator, AOL, Internet Explorer) and its version number (look in Help - About);
• your connection type (e.g. broadband, dial-up 56K modem);
• your password and username, if it is a log-in issue;
• full information about your problem or query, for example, if you are having difficulty downloading an activity sheet, which date is it for? if you saw an error message, what did it say?
• the date and time that you were experiencing the difficulty.

If you are phoning, it is also helpful if you can find a way to be online at the same time as you make the call - for example, by asking us to call you back on a mobile phone number, so that we can talk you through things as you do them, and we can try out possible solutions together.