Home > Help > FAQs

Frequently asked questions

If you can't find what you're looking for, check out our How to use be.Macmillan section|.

Donations

Q. I would like to make a donation or fundraise for Macmillan Cancer Support.
A.  For donations, please make cheques payable to 'Macmillan Cancer Support' and send to Macmillan Cancer Support, Supporter Services, 89 Albert Embankment, London SE1 7UQ. For fundraising assistance, please contact our fundraising team on 0300 1000 200 or at fundraising@macmillan.org.uk| 

Logging in

Q.  I have forgotten my password.
A.  If you've forgotten your password, click 'login' in the panel along the top of the page and then click 'I've forgotten my password'. You'll be able to reset your password from there.

 If you've forgotten your password, click 'login' in the panel along the top of the page and then click 'I've forgotten my password'. You'll be able to reset your password from there.

Q.  I want to update my registration details, contact information or email address.
A.  You can easily update your stored contact information - including your email address - by clicking 'Change my details', just beneath your name in your be.Macmillan account box on the be.Macmillan homepage|.

Q. I am registering for the first time and get the error message 'email address not recognised'.
A.
If you are a Macmillan Professional, please contact your Macmillan Development Manager to ensure they have put your details on our database of Macmillan Professionals. Once they have put you on there, your email address should be recognised after a day or so; then you will be able to register. If you are a Staff member, it will just be that the staff database has not yet updated. Please alert your manager, who will be able to advise you when you can register.

Macmillan Cancer Support

Q. I would like more information about how Macmillan Cancer Support can help me or someone I know over the telephone.
A. Please contact our Macmillan Support Line| free on 0808 808 00 00 Mon - Fri 9am - 8pm. 

P lease contact our free on 0808 808 00 00 Mon - Fri 9am - 8pm. 

About our brand

Q. I would like to get hold of the Macmillan logo.
A.  You can find out about using the Macmillan Cancer Support logo, and download it as a .jpg image|.

Q. I am working with another organisation on my activity for Macmillan. How can I use both brands on the materials we’re producing?
A.  We have produced clear guidelines about co-branding materials when you are working in partnership with someone else. They are currently being updated so please get in touch for more information.

Make

Q. I cannot find a suitable design to promote my fundraising event or service.
A.  You can either browse the items in Make|, or use the search box to search for key words. If you are still unable to find what you are looking for, please get in touch with your local Macmillan contact, or contact the be.Macmillan support team|.

Q. I would like to create business cards, but the business card page is blank.
A.
Please note that only Macmillan Professionals working in post and registered on the Macmillan Professionals database have access to business cards on be.Macmillan. If you're a Macmillan Professional and can not access the business cards online, please contact the be.Macmillan team|. All Macmillan Cancer Support Staff members should discuss business card requests with their manager.

Q. I am having problems uploading a logo to the site.
A.  To add a logo to your created item, please follow these guidelines: 

  • For your logo to display at optimum size, please ensure that it has the absolute minimum amount of white space surrounding it. The system will resize your logo to fit into the space provided, but will include any background on the image.
  • Your logo must be created at at least 300 dpi and in the JPEG format (.jpg). Each template has its own maximum size for the image, and details of the dimensions are given on the edit page for the template.

If your logo is not suitable, it will not upload, and the preview of your item will not show anything in the space. If this happens, check that the image follows the guidelines above.

If you need any further help with uploading your logo, please get in touch with your local Macmillan contact, or the be.Macmillan support team.

Q. I would like to upload a QR code to a cobrandable poster.
A. To see how to create a QR code, upload it to a cobrandable poster and then scan the QR code using your smartphone, please read this guide on QR codes|.

Q. I would like to add more than one logo to a Make item.
A.  Only one logo can be uploaded for use on a Make item. If you have any further queries regarding this, please contact your local Macmillan team|.

Q. I have not received an email containing a link to my downloadable created item.
A.  This should be sent straight away. If it does not arrive, please contact the be.Macmillan support team|.

Q. I would like to see items I’ve made previously.
A.  You can re-create anything you’ve made before. Just log in and click 'View my saved materials', just beneath your name in your be.Macmillan account box on the be.Macmillan homepage|.

Q. I would like to cancel a print order.
A.  Please make sure you are completely happy with your print order before you click 'Place order', because your order will be placed immediately. If you do need to cancel it, contact the be.Macmillan support team| as soon as possible. Please let us know the job number, which is next to your order in 'View my saved materials', which you can find beneath your name in your be.Macmillan account box on the be.Macmillan homepage|.

Order information/merchandise

Q. I can’t find the information resource or merchandise that I’m looking for.
A.  You can either browse the items in Order, or use the search box to search for key words. You can search by the MAC code, title, or other relevant words. If you are still unable to find what you are looking for, please contact the be.Macmillan support team|.

You can also search our main website for online cancer information at www.macmillan.org.uk|  or
call our Macmillan Support Line| free on 0808 808 00 00 Mon - Fri 9am - 8pm.

Q. The item I want to order is out of stock.
A.
Check the News page| for updates on when it will be back in stock.

Q. I placed an order a while ago and my items have not yet arrived.
A.  We will inform you if we know about any delay to your order delivery. If you have not heard anything, please contact the be.Macmillan support team|.

Q. I would like to place an order for information booklets to be delivered outside the UK.
A.  Macmillan Cancer Support provides information materials free of charge for both people affected by cancer and for professionals supporting them within the UK. Unfortunately, we cannot offer this service to those outside of the UK due to regulations affecting our charitable covenants. You can browse and read our latest cancer information on our main site: macmillan.org.uk|