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  • Frequently Asked Questions

Frequently Asked Questions

If you have any questions that are not answered on this page, please contact us.


My CBI


I can't log into My CBI

To log into My CBI, you must already have an account and a password. If you have an account, you should’ve received an email with instructions on how to set a password. If you haven’t used this email to create a password or you’ve forgotten your password:

  • Go to https://www.cbi.org.uk/account/login/
  • Click ‘forgot password’
  • Enter your email and click ‘reset password’
  • This will trigger the password set up email. You have 60 minutes to use the email before it deactivates
  • If it takes longer than 60 minutes to set a password, then you can resend the email by following the same process again.

If you do not receive the password set up email:

  • Please check your spam folder
  • Try triggering the email again in case you misspelled your email address.

If you still do not receive the email, please contact [email protected].

I am not receiving a password reset email

If you do not receive the password set up email:

  • Please check your spam folder.
  • Try triggering the email again in case you misspelled your email address.

If you still do not receive the email, please contact [email protected].

My password has been reset but I still can't log on

If you have received the password reset email, and have entered a new password within 60 minutes, but still cannot log on then please email [email protected].



Events and event bookings


I can't book using my personal email address

Due to the way CBI processes personal data under the GDPR/PECR, we do not permit sign-up to any of our marketing or events using a non-business email account. This includes all email addresses hosted by Hotmail, Gmail etc. More details on how we use data can be found in our privacy policy. If you would like to update your My CBI account email to a corporate email address, please send your request to [email protected].

My registration is stuck on 'Checking...'

Please try following the below steps in this order:

  1. Use Chrome, Firefox or the latest Edge browser
  2. Ensure you click ‘complete delegate details’ under each ‘delegate’ before clicking ‘make booking’
  3. Try completing registration.

If the issue persists:

  1. Clear cookies and cache
  2. Please try an alternate browser of the two mentioned in step 1 and follow these steps again
  3. Try using an incognito window in Chrome or private window in Firefox, or in the latest Edge browser

If the issue continues after this, please screenshot the error and send it with a help request to: [email protected].

Adding the event booking to my calendar is not working

1. If this is on the CBI website on the ‘booking confirmed’ page, please:

  1. Check if the browser is blocking the download/pop-up on top right corner
  2. Copy and paste the link into Chrome, Firefox or the latest Edge browser
  3. If you are already using one of the browsers in step 2, try the alternative browser, but clear cookies and cache first
  4. If the issue persists after this, screenshot the error and send it with a help request to: [email protected].

2. If this is on the CBI website but the booking process has not been started yet:

  1. Use Chrome, Firefox or the latest Edge browser
  2. Clear cookies and cache
  3. Try registering
  4. If the issue continues after this, screenshot the error and send it with a help request to: [email protected].

If the issue persists:

  1. Please try an alternate browser of the two mentioned in step 1 and follow these steps again.
  2. Try using an incognito window in Chrome or private window in Firefox, or the latest Edge browser
  3. If the issue continues after this, screenshot the error and send it with a help request to: [email protected].

3. If the issue is with downloading the calendar hold from a CBI email, please screenshot the error and send it with a help request to: [email protected].

The 'Make booking' button is greyed out

Please try the below steps in this order:

  1. Use Chrome, Firefox or the latest Edge browser
  2. Ensure you click ‘complete delegate details’ under each ‘delegate’ before clicking ‘make booking’
  3. Try completing registration

If the issue persists:

  1. Clear cookies and cache
  2. Please try an alternate browser of the two mentioned in step 1 and follow these steps again
  3. Try using an incognito window in Chrome or private window in Firefox, or the latest Edge browser

If the issue persists after this, screenshot the error and send it with a help request to: [email protected].

The booking page says I am not eligible for the ticket

Ensure you have chosen a correct ticket in the field ‘ticket type’. If you are looking to book with ‘CBI Member’ ticket and cannot see this option in the drop down menu, please ensure you are logged into My CBI. If you are logged into My CBI and continue to see this message, it means this is an invite only event and access should be requested via [email protected].