Help with app & website related issues | WW UK

Technical Help

You have questions, here are our answers!

If you don't know your username:

  • Go to the login page
  • Click on 'Forgot Username' (below the 'Log In' button)
  • Enter the e-mail address you have associated with your account
  • An email will be sent to you from with all usernames associated with that email address
  • The username for your current active account will be in bold

If you don't know your password:

  • Go to the login page
  • Click on 'Forgot Password' (below the 'Log In' button)
  • Enter your username
  • An email will be sent to you from with a link to reset your password

If you can't remember which e-mail address you signed up with, or you're not receiving your password reset email, please drop a line to our friendly Online Coaches by going to and clicking "Chat with a Coach”

Tips for when you're having trouble logging in:

  • Make sure you're using the correct username/password combination and that there are no spaces before or after your username and password in the entry fields.
  • Passwords are case sensitive. Please use the correct case when entering your password.

If your issue is with the website:

  • ​​​Clear your browser cookies.
  • Make sure you're on the right site>
  • Try a different browser such as Chrome

If your issue is with iPhone / iPad:

  • Delete the WW app.
  • Go into your phone settings and check your ‘Language and Region’ settings. Language must be set to English (UK) and Region must be United Kingdom
  • Reload the app

If your issue is with Android:

  • If you’re still having trouble, delete and reload the WW app.

Still no luck? We can help. Please drop a line to our friendly Online Coaches by going to and clicking "Chat with a Coach"

Operating Systems

We support Windows XP and higher and Macintosh OS X 10.6 and higher on

While it is possible to visit our website with other operating systems, they may not load all of a webpage’s features, and we’re unable to provide support for them.

WW recommends that you use the most recent version of one of our supported web browsers to have the best experience on our site. While we do believe that the most recent versions will give the best experience, we currently support Internet Explorer 8 and higher, Firefox 10 and higher, Safari 5 and higher, and Chrome 8 and higher.

Cookie Configuration

Please make sure your browser has been configured to accept cookies, as otherwise you will not be able to log into Cookies are small text files placed on your computer that work with your web browser to facilitate your logins and to provide us with other important information, as described in our Privacy Policy. For more details about cookies and the kind of information we collect from cookies, please read our Privacy Policy.


Our site also uses JavaScript. Most browsers have JavaScript enabled by default but they also allow the user to disable or enable it. We require JavaScript to be enabled for our site to function properly.

Of course! We have the instructions right here.

If you’re finding that our website isn't loading properly, is running slowly or if you are struggling to log in, you may have old passwords or cookies blocking some functions. We recommend you log out, clear your cache and cookies and log back in again.

For instructions on how to clear cache and cookies on Chrome, Internet Explorer, Microsoft Edge, Firefox, Opera or Safari please see below.


  • In the browser bar, enter: chrome://settings/clearBrowserData
  • Select the following:
  • Browsing history
  • Download history
  • Cookies and other site and plugin data
  • Cached images and files
  • From the drop-down menu, you can choose the period of time for which you want to clear cached information. To clear your entire cache, select the beginning of time.
  • Click Clear browsing data.
  • Exit/quit all browser windows and re-open the browser


  • From the History menu, select Clear Recent History. [If the menu bar is hidden, press Alt to make it visible.]
  • From the Time range to clear: drop-down menu, select the desired range; to clear your entire cache, select Everything.
  • Next to "Details", click the down arrow to choose which elements of the history to clear; to clear your entire cache, select all items.
  • Click Clear Now.
  • Exit/quit all browser windows and re-open the browser.

Microsoft Edge

  • In the top right, click the Hub icon (looks like three horizontal lines).
  • Click the History icon, and then select Clear all history.
  • Select Browsing history, then Cookies and saved website data, and then Cached data and files.
  • Click Clear.
  • After the "All Clear!" message appears, exit/quit all browser windows and re-open the browser.

Internet Explorer 9 and higher

  • Select Tools (via the Gear Icon) > Safety > Delete browsing history. [If the menu bar is hidden, press Alt to make it visible.]
  • Deselect Preserve Favorites website data, and select the following:
  • Temporary Internet files or Temporary Internet files and website files
  • Cookies or Cookies and website data
  • History
  • Click Delete. You’ll see a confirmation at the bottom of the window when the process is complete.
  • Exit/quit all browser windows and re-open the browser.


  • From the Opera menu, select Settings, and then Delete Private Data....
  • In the dialogue box that opens, select the items you want to clear, and then click Delete.
  • Exit/quit all browser windows and re-open the browser.


  • From the Safari menu, select Clear History and Website Data.
  • Select the desired time range, and then click Clear History.
  • Go to Safari > Quit Safari or press Command-Q to exit the browser completely.

** Please note: If you need to clear your cache, cookies, and history for troubleshooting purposes, but aren't yet prepared to lose certain content such as saved passwords, you may wish to consider using a private browsing window in your preferred browser as a temporary solution.

From your mobile device:

  • Once you have joined the meeting, tap on “More.”
  • Tap on your name.
  • Tap on “Rename.”
  • Change your name.
  • Tap “Done.”

Tap “Close” to exit view.

You can change your name in Zoom from your web browser following these steps:

  • From the Zoom Room, click the "Manage Participants" icon at the bottom of the window.
  • A “Participants” window will appear. Hover over your name with your mouse.
  • Click the "Rename" button
  • Enter your new name in the "New Screen Name" field, and be sure to have the "Remember my name for future meetings" box checked.

After clicking the blue "OK" button, your new name will appear.

To experience the PersonalPoints Programme, make sure that your app is updated to version 10.0.

Yes. The programme book is available in the Discover tab.

Yes. You can certainly follow the PersonalPoints Programme on - but we truly recommend downloading the WW app. You’re going to want it so that you can experience all of the amazing features PersonalPoints has to offer including:

  • More ways to earn Points. On the WW app you’ll earn Points for non-starchy veggies, plus water and activity.
  • Easier tracking. When you sync your fitness device to the WW app, any Points you earn from activity will be added to your weekly Budget automatically. Nothing for you to do!
  • The programme in your pocket. Everything you need to stay on track is literally in the palm of your hand.
  • Customisable meal plans. Choose one of our pre-made plans or create your own!
  • Recipes based on what you have on hand. You tell us what’s in your fridge, we’ll suggest delicious meals.
  • Our famous barcode scanner. A member fave! Scan a nutrition label, see the Points. So fast, so fun.

And of course you’ll still have…

  • A completely personalised food plan. Now your personal preferences (along with our weight-loss expertise) come together to create your unique food plan!
  • An updated Points® algorithm. It’s true - foods with healthy fats and fibre have gone DOWN in Points.
  • A plan tailored to you. Your weight goals, food preferences, metabolism, and even diabetes status.
  • Total flexibility. Your daily Points Budget can be rolled over into your weeklies (up to 4 a day). And you’ll have weekly Points you can dip into, any time you want.

PersonalPoints™ is the most personalised programme we’ve introduced in our history. It’s so personalised that it needs to be powered by technology to deliver the best member experience. If you don’t have any access to technology, you’re absolutely welcome to attend your weekly Workshop using the tools available to you.

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