Frequently Asked Questions (FAQs)

This page includes a series of questions that are commonly asked by users of this website. It includes content on technical issues, resources and order queries. If after reading through each section your query is still unanswered please contact us on healthinfo@hse.ie for further support.

Technical/Log in issues

Q.

Why am I being asked to update my password?

A.

We have recently updated our password policy to enhance account security. To align with this updated policy, we ask you to reset your password.

Our updated password policy:

  • Your password can’t be too similar to your other personal information.
  • Your password must contain at least 8 characters.
  • Your password can’t be a commonly used password.
  • Your password can’t be entirely numeric.
  • Your password must contain at least one digit or one special character, one lowercase letter, and one uppercase letter.

Q.

I can't register a new account, the Sign Up button will not highlight?

A.

Check the following:

Q.

I have created a new account but I'm not getting an activation email?

A.

Check to see if the email has been delivered to your Junk folder. If not please email healthinfo@hse.ie for assistance.

Q.

I have forgotten my password. I have entered my email address to reset but I'm not getting any response?

A.

Check to see if the email has been delivered to your Junk folder. If not please email healthinfo@hse.ie for assistance.

Q.

I'm trying to log in but the “Log in” button will not highlight?

A.

Check if you are seeing the reCAPTCHA icon or the tick box that indicates you are not a robot. If you are not seeing it you might have an outdated browser, please try updating it and logging in again.

Login image example

Resources

Q.

I am trying to place an order but the order quantity is showing as “0” (zero)?

A.

If an order quantity is showing as “0” the resource is currently out of stock and print copies are unavailable. Please continue to check the website for availability. When the resource is back in stock the quantity will return to an orderable amount.

Q.

The quantity I need is larger than that allowed on the website, what do I do?

A.

Ensure you are logged in as a registered user. When logged in as a registered user you get access to larger order quantities and a wider range of resources. If you do not have a registered account you can set one up by following the guidelines HERE. If you are logged in and the order quantity is still insufficient please contact healthinfo@hse.iet.

Q.

I have been given access to restricted resources but I don't see them when logged in as a registered user?

A.

Check that you are logging in with the same email registered for the restricted resource. If you are and the resource is still not showing try using the keyword search bar by searching part of the title or resource product code (if you have it). If you still can't see the resource(s) please contact the relevant HSE department that approved your access.

Q.

The downloadable version of the resource I'm looking for has an updated version, who should I contact?

A.

If you notice an outdated pdf on www.healthpromotion.ie please contact healthinfo@hse.ie. From there your email will be forwarded to the relevant department for investigation.

Orders

Q.

I have entered my delivery details but the “Place Order” button will not highlight?

A.

Check to see if you have entered information in all address fields including the phone number, email address and company name. Also check if there are any spaces in the Eircode, if there are, remove them. The Eircode can only be 7 characters long.

Q.

I have placed an order but never received it, what do I do?

A.

When an order has successfully been placed you will get a confirmation email immediately outlining the resources in your order and an estimated delivery timeline. If you did not receive this email the order did not go through. Please place the order again.

Q.

I have placed an order online but made a mistake in the delivery address/Eircode, how do I change it?

A.

For all queries in relation to orders placed please email queries@healthpromotion.ie. Orders are usually packed and dispatched the same day they are ordered so please make contact as soon as possible.