FREQUENTLY ASKED QUESTIONS
- Account security
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2. I forgot my password and my primary email address. What should I do?
- Using the website and mobile applications
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7. I had many more Contacts before I converted to ASW. What happened?
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12. My friend did not receive my invitation to join ASW. What do I do?
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13. My friend received my invitation but is unable to register. What now?
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15. How can I block certain members from sending me Messages?
- Subscription membership
- Membership Privileges
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25. I'm having a problem redeeming a Privilege. What do I do?
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26. Can my friends or family use my Membership Card or ASW account to redeem Privileges?
- Membership Card
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28. When do I need my Membership Card? What can it do for me?
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31. Do I need a new Membership Card after I renew my membership?
- Reporting abuse and website issue
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32. I have an issue with another member or something a member posted on the site. What do I do?
Account security
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1. I forgot my password. How do I retrieve it?
If you forget your password, go to the login page and click on "Forgot Username/Password?" Follow the instructions, and we will send a temporary password to the primary email address on record in your account. Use the temporary password to login to your account and then create a new password in your Account Settings.
Currently, passwords can only be changed through the website, and not through the mobile applications. -
2. I forgot my password and my primary email address. What should I do?
If you forget both your password and primary email address, please write to support@asw.com. Upon correctly answering your security questions, you will receive a temporary password by email. In certain cases, we may also request some additional identification to confirm you are the actual account owner. Once logged into your account, change your temporary password and update your primary email address.
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3. How do I change my password?
To change your password, click on your name at the top of the page, go to Account Settings, then Password. Enter your current password, then your new password.
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4. How do I change my registered email addresses?
To change your email addresses, click on your name at the top of the page, then Account Settings > Email Preferences > Primary Email. Note that your account must always have a primary address. In order to change your primary address, you must first enter your intended primary email address as secondary, then make it primary.
Using the website and mobile applications
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5. I need help using the site.
Send the webmaster a message or write to us at support@asw.com, and we'll do our best to help.
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6. Why don't I receive ASW emails or notifications?
Check your Email Notifications and Email Subscriptions settings by clicking your name at the top of the page, then Account Settings > Email Preferences. Ensure that you have opted into the emails that interest you.
If you still don't receive them, check your spam folder. You may need to add asw.com or asmallworld.net emails to your email provider's safe list. -
7. I had many more Contacts before I converted to ASW. What happened?
As your friends subscribe to ASW, they will automatically be added to your Contacts. You may also view former contacts who have yet to re-join ASW by scrolling down to the bottom of the Contacts page. Here, you can also re-invite your old contacts to join ASW. This action will not use any of your allocated invitations.
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8. How do I add Contacts?
To add friends to your Contacts, go to 'Meet Members' in the main navigation bar, search for friends you know, and click on their names to open their profiles. Click the 'Add to contacts' button that appears under their profile pictures.
You can also try using the 'Find Contacts on ASW' button at the top right of the page, that will help you import contacts to see if they are also members. -
9. Why can't I add a Contact?
It's likely that you already tried adding that contact to your Contacts list, and the contact request is still pending. Alternatively, you may have been restricted from sending contact requests. If this is the case, the webmaster will have contacted you to explain.
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10. How do I remove someone from my Contacts?
Click on your name at the top right of the page, then 'My Contacts.' Scroll down to the name of the person you'd like to remove, and click 'Remove'. Members will not be notified that they have been removed from your contacts.
Note that you cannot remove members who invited you or whom you invited to join ASW. -
11. How do I invite someone to join ASW?
To invite someone to join ASW, go to the home page, where you'll see the option to 'Invite' on the left side of the page.
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12. My friend did not receive my invitation to join ASW. What do I do?
To check the status of your invitations, go to the home page, then click 'See All' beside 'Your Invitations.' On the Invitations page, scroll down to 'Your Invitations.' You'll see your most recent Invitations History on the right; click on 'See All' to see more. You can use the 'Re-send invitation' option to resend invitations that have been lost.
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13. My friend received my invitation but is unable to register. What now?
Ask your friend to write to us at support@asw.com, with a copy of the invitation email so we can see the data associated with the invitation.
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14. I accidentally declined someone. How do I undo this?
You can accept a contact request you previously declined by going to the profile page of the member in question and clicking 'Accept Contact Request' below the profile picture.
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15. How can I block certain members from sending me Messages?
We have provided message filtering options so you can choose who can contact you. To review them, go to Account Settings > Privacy Settings > Messages.
You may also block specific members from sending you messages by clicking on the link that appears at the bottom of the message a user sends. If you change your mind, you may undo this action in Account Settings > Privacy Settings > Messages. -
16. How do I post a new Discussion?
To post a new discussion, go to Discussions and click 'Create Discussion.' You cannot delete an entire discussion because doing so would also delete replies from other members. However, you can edit posts and comments made.
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17. How do I join a Group?
Each Group's page has a 'Join this Group' button. Clicking this button enables you to join the group. You may search for Groups on the Groups landing page.
We also suggest Groups that may be relevant to you, based on your city, industry and interests. -
18. Can I create my own Group?
For the time being, groups are set and managed by ASW only and are based on interests, locations and industries. We may revisit this in the future, and we welcome your suggestions.
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19. How do I change locations on the mobile application?
At the top of your screen, simply tap on the name of your current city. This will open a scrollable menu with a list of ASW Cities, from which you can choose a new one. You will then see content relevant for that city.
Subscription membership
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20. How does annual subscription membership work?
Membership on ASW lasts one calendar year from the day your membership fee is processed. At the end of your membership year, your membership will automatically renew and be processed to the credit card you have on file.
To ensure successful renewal, please check that your billing information is up to date. You can manage your credit card information in your Account Settings.
To cancel membership prior to your renewal date, visit the Account Termination section in your Account Settings page. -
21. My billing information has changed. How do I update it?
Click on your name at the top of the page, then Account Settings > Billing Info.
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22. How do I terminate my account?
To terminate your account, go to Account Settings > My Account > Account Termination and follow the prompts.
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23. May I return to ASW if I terminate my account?
If you terminate your account of your own accord, you will have the option to reactivate it in the future. Please be aware that your membership fee is non-refundable. If you reactivate your account within one calendar year of paying your last membership fee, no further fees will apply. Your membership expiry date will remain the same as it was prior to termination. Please be aware if you terminate your account and request data deletion, it will not be possible to reactivate your account in the future.
Membership Privileges
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24. How do I redeem Member Privileges?
Each Member Privilege has its own dedicated page in the Member Privileges section of our site with specific information about that benefit. Member Privileges can be redeemed in a few different ways, depending on the preference of the Privilege Partner. Specific redemption instructions will be defined on a Privilege page.
Some Privileges can or must be redeemed in person. If you intend to redeem a Privilege in person, please be sure to have your Membership Card (also available as a digital card in the app); the card, along with valid photo identification, will be required to confirm your ASW membership and complete the Privilege redemption. -
25. I'm having a problem redeeming a Privilege. What do I do?
Should you ever have an issue redeeming a Privilege, please email support@asw.com and we will help resolve your issues as swiftly as possible.
Please note, some cases might require contacting our Brand Partners. As such, resolving certain Privilege redemption issues might require waiting until regular weekday business hours. -
26. Can my friends or family use my Membership Card or ASW account to redeem Privileges?
As stated in our Terms of Service, only the subscribed ASW member can redeem Privileges and access the benefits of being a member. Doing otherwise will jeopardize your membership.
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27. Do Privilege Partners or Privileges change?
As a general rule, Privileges are accessible for one calendar year, though we may choose to extend some. We are always adding new benefits to our Member Privileges program in our continued effort to bring you the most useful and relevant Privileges we can. Based on feedback and other considerations, aspects of certain Privileges might be altered from time to time.
Membership Card
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28. When do I need my Membership Card? What can it do for me?
Please bring your Membership Card when attending ASW Events or redeeming or using Privileges offline. The Membership Card is available as a digital card in the app, so bringing your phone is enough. It is our policy that your Membership Card must always be used in conjunction with valid photo identification.
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29. Where can I find my membership card?
Your membership card is available as a digital card in both our iOS and our Android app. On iOS, click the "more" menu at the bottom right and then choose "My Membership Card". On Android, open the menu at the top left and then choose "My Membership Card".
If you do not use the app or have a smartphone that is neither iOS nor Android, you can also access your card at https://www.asmallworld.com/mycard. -
30. Does my Membership Card expire?
Your Membership Card is valid during the duration of subscribed membership. If you cancel your membership or your membership is terminated, your Card will be rendered invalid.
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31. Do I need a new Membership Card after I renew my membership?
Your digital card will automatically update in the app and at https://www.asmallworld.com/mycard. You don't have to take any action.
Reporting abuse and website issue
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32. I have an issue with another member or something a member posted on the site. What do I do?
If you find something that offends you or violates our policies, please use the 'Report Abuse' button on the message or text in question. This will send us an alert so that we can view the offensive content before deciding on what action, if any, to take. Since we are unable to take action based on hearsay, you may be asked to provide more information or further proof of wrongdoing.
.Only the webmasters know the identity of the person reporting abuse, and it is always kept confidential.
To make a general abuse or issues report, please visit the 'Report Member Issues' link in the website footer.
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