What is changing?
On Monday 28th November, International Cat Care and ISFM are launching a new portal platform for our supporters and members. Over the past few years, we have been listening to your feedback, observing the advances in digital technology and evolving to make better use of our tools to support the charity’s mission.
As a result, our members.icatcare.org platform will be closed from this date and will automatically redirect to our new platform portal.icatcare.org. Our forum site forum.icatcare.org will still be accessible, and we are working on launching a single sign-in to our new portal and the forum as soon as possible, with the goal of creating a single login to access all our platforms in one place.
Please note that there may be some temporary technical issues as we move over to the new portal.
Why are you changing the current platforms?
The previous ISFM members’ platform, which launched at the start of 2018, enabled us to provide an improved membership experience over the previous version. Alongside these improvements, this platform also highlighted, however, the need for a centralised online space that would enable our members, as well as other groups we work with, to gain more from our relationship in a simpler and more convenient way.
Our new portal is our foundation to build a centralised location that allows us not only to assist the education of our ISFM members but also to offer support and provide resources to wider groups of people working to improve the lives of cats worldwide. The central portal platform will be the location for membership renewals and enrolment on our courses, as well as a hub for our virtual CPD events, webinars, forums and resource libraries. By centralising everything we have to offer, we aim to provide a more engaging and intuitive experience for everyone.
The new portal is designed to last us for many years to come, allowing us to work seamlessly with a variety of tools and to maintain the flexibility to incorporate new technology as it develops over the coming years. This will help us to ensure that the user experience is as good as it can be for you – our members and supporters.
We have created a series of short videos to help you get started with logging in and finding key resources, they can be found on this dedicated playlist which we will continue to add to based on the queries we receive.
How do I log in?
The new platform will be available from Monday 28th November 2022 at https://portal.icatcare.org
If you are an ISFM Veterinary Member, or you have a Virtual Congress ticket, you will already be able to access the portal and may have used it to watch the Congress recordings or listen to our new podcast ‘Chattering With ISFM.’ Your current login will remain the same, this site is just being expanded.
To log in for the first time, please select the ‘reset password’ option from the home page. This will enable you to set a new password and access your account. If you do not receive an email, please select the Register option, and set up a new account. If you have any problems accessing the system, please contact [email protected]
We have worked extremely hard to transfer all of the current accounts across to the new system and apologise for any inconvenience caused when accessing your new account. If you are an existing ISFM Veterinary Member or part of an ISFM Clinic and are having trouble logging in to the new platform, please contact our Customer Support team before registering again at [email protected]
Additional key resources
For more information on accessing the portal and any of your membership benefits, watch our dedicated playlist of step-by-step videos that walk you through how to access Feline Focus, JFMS and more!
Are there any changes to Nurse Membership?
We are delighted to continue to offer our free membership for Veterinary Nurses and Technicians. To access your ISFM Nurse Membership benefits, please make sure you have selected the nurse role on your profile. This will ensure that you receive access to the resource libraries for Feline Focus and our webinars (all past and future webinars will be available via the new portal platform).
How do I access my Nurse Member benefits?
Webinars can be found on the Forum and can be accessed from the Dashboard by selecting the ‘Forums & Library’ tab, then clicking on ‘Resource Libraries’ and scrolling down to ‘ISFM Nurse Webinars’. All current and historical webinars are listed and available to view. Once you have viewed the webinar, you will be able to download your CPD certificate.
Please note that from the 15th of March, our webinars will be moving to the Events area of the portal.
The Feline Focus journal can also be found on the Forum within the ‘Resource Libraries’ tab, by scrolling down to ‘Feline Focus’.
How do I access my Vet Member benefits?
Our ISFM Forum space is where Vet Members can discuss cases, ideas and events with other clinicians, and can be accessed from the Dashboard by selecting the ‘Forums & Library’ tab.
Webinars can also be found on the Forum by clicking on the ‘Resource Libraries’ tab and scrolling down to ‘ISFM Vet Webinars’. All current and historical webinars are listed here and available to view. Once you have viewed the webinar, you will be able to download your CPD certificate.
Please note that from the 15th of March, our webinars will be moving to the Events area of the Portal.
Clinical Club is a monthly zoom meeting providing the opportunity for Vet Members to discuss clinical issues and cases and with other practitioners. Details on how to join the Clinical Club can be found on the Forum > ISFM Veterinary Members > Discussion > Clinical Club.
Vet Members have free access to our Virtual Congress and the full-length episodes of our podcast ‘Chattering with ISFM’, both of which can be accessed from the Dashboard by clicking on the ‘Events’ tab and selecting ‘All Events’. The podcast section appears at the top, followed by our Virtual Congress.
How do I access JFMS?
JFMS is now open access. ISFM Vet Members can also find a link to the journal by logging into portal.icatcare.org and from the Journals tab, selecting the link to JFMS.
What about my account? Will there still be individual and practice membership options?
Just like our previous membership platform, ISFM Veterinary Members will still be able to have an individual member account or be part of a clinic account.
As we make the move to our new platform, we are taking this opportunity to update our terminology. Historically, we have offered ISFM Practice Membership, but as of November 2022, we are renaming this ISFM Clinic Membership to align with our ISFM Cat Friendly Clinic Programme.
Once you have logged into the portal, you will be able to view your accounts and clinics. From this page, you will be able to add a clinic in addition to your personal account.
We have also taken on board your feedback and made it easier to select which account any purchases are assigned to. The portal’s new centralised purchasing capability will also make it easier to purchase and assign course places and congress tickets to other members of your clinic.
How do I add contacts to our Clinic Account?
To invite new contacts to the Clinic Membership account, please follow the instructions below:
- Log into the portal at https://portal.icatcare.org
- From the Dashboard select ‘Manage Accounts & Clinics’
- Select your Clinic Account
- Select the ‘Contacts’ tab
- Here you can view your current clinic contacts
- Select ‘Invite Contact’ at the top right-hand side of the page
- Complete their email address and tick the appropriate boxes to confirm if they require ISFM Vet Membership access (please note this is limited to 5 vets per clinic) or if they are a Cat Friendly Advocate and click on the ‘Invite’ button
- A green box will appear to let you know that your invitation has been sent
Your colleague will receive an invitation to join the ISFM Clinic Membership and once they have accepted, they will appear in the contacts within the Clinic Account and have access to all of the membership resources appropriate to their role profile. For example, Vets Members will have access to vet webinars and vet resources and Nurse Members will have access to the Feline Focus journal and all of the nurse resources.
What if I have an existing subscription?
For members who currently have an annual membership subscription via card payment, your subscription will simply continue via our new platform as we are continuing to use the same payment provider.
If you would like to cancel your subscription or update your card details before the next renewal, please contact [email protected] and the team will be able to help you.
Unfortunately, due to costs and a lack of customer demand for direct debit payments, we will be unable to support this method going forward. We will reach out to you over the coming weeks if this affects your membership renewal.
Which payment options are available?
The new account system in the portal will allow you to make purchases against a personal or business account. We have also included the ability to add VAT details to your account for invoicing and receipt purposes.
In addition to a standard card payment option, we have built in an automatic invoicing process that enables you to request an invoice that can be paid by card or BACS without accessing the platform.
Clinics will be able to share payment cards with all members of the clinic to streamline purchasing processes. Card details are managed in compliance with PCI, and a CSC will be required for every transaction.
How do I update my Individual/Clinic Membership card payment details?
To update your Clinic Membership card payment details, please log in to portal.icatcare.org and follow the instructions below:
- From the Dashboard select ‘Manage Accounts & Clinics’
- Select the account for which you want to change the payment information
- Select the ‘Billing’ tab
- Select the ‘Payment Methods’ tab
- Select ‘Add a new card’
- Enter the payment information and a green box will appear with ‘Payment method added’
- Close this screen to return to the Clinic account screen
Tell me more about adding a role to my profile…
The portal has the option of selecting a role (e g, Veterinarian, Veterinary Nurse/Technician) as part of your user profile. We have designed the platform to provide you with access to relevant resources, based on your roles. Some of the roles are currently active, and others are to help us determine what we can offer members in the future, so please select all roles that are relevant to you.
How do I purchase and allocate event tickets and course places?
The new portal enables members to purchase course places and event tickets that can be easily shared with the staff linked to a clinic account. Once a purchase has been made, any unclaimed ticket or course place can be claimed by a member of the clinic with a click. We will also provide a voucher code for each ticket or course place purchased to enable you to share the code with anyone inside or outside your clinic.
Please note that if you are purchasing an item for yourself, you will need to visit the My Tickets or My Courses area to claim and assign the item to yourself.
How do I book a ticket to one of your Events?
To book a ticket/tickets for our Events, please log into the portal at https://portal.icatcare.org/ and follow the step-by-step instructions below:
- From the Dashboard screen, click on the drop-down box next to the ‘Events’ tab and select ‘Upcoming Events’
- Scroll down and select the Event you want to purchase and click on ‘Find out More’
- Select ‘Book Tickets’
- Choose from the Member (for ISFM Vet Members) or Non-Member (includes ISFM Nurse Members) Category and enter the number of tickets you wish to book
- If appropriate for the event, select any Masterclasses that you would also like to book
- Click on ‘Add to cart’
- A green box will appear with ‘Product added to cart’
- To pay for your tickets, click on the cart tab at the top of the screen
- Choose an Account where you would like the course to be assigned and billed, either your personal or Clinic Account and click on the ‘Select Account’ button at the bottom of the page
- You will return to your shopping cart and your chosen account will be displayed
- Select your VAT number from the drop-down box
- Click on ‘Proceed with order’ at the bottom of the page
- An order summary will appear for you to review your purchase and, if necessary, make changes to the billing address or cart at this stage
- When you are happy with your purchase, please select your payment option and then ‘Confirm’
How do I pay for my purchase by card?
- Select a saved card or if opting for a new card, enter the details and select ‘Proceed with chosen payment method’
- An ‘Order complete’ summary will appear to confirm that you have selected to pay by card and that your card will be billed shortly. You will also see the message ‘Please monitor your emails for your order confirmation, and to correct any failed payment attempts’
- You can save the order details by clicking on ‘View PDF’
- You can also download the invoice or the receipt
How do I pay for my purchase by invoice?
- When you have selected the ‘Pay by invoice’ option the following message will appear: ‘Thank you for requesting an automatic invoice. Upon confirmation of the order, you will be provided with an open invoice to pay by card or BACS. Please note: your items are not reserved until payment is completed’. Select ‘Confirm’
- An ‘Order complete’ summary will appear to confirm that you have chosen to pay by invoice. You will also see the message ‘You have chosen to pay by invoice. Your order will be completed upon successful payment of the invoice. Please note: your items are not reserved until payment is completed.’
- You can save the order details by clicking on ‘View PDF’
- You can view and download the invoice by clicking on the arrow in the top right-hand corner
- You can either pay the invoice directly from this screen via card or BACS or, by card at a later date by following the instructions below:
- From the Dashboard select ‘Manage Accounts & Clinics’
- Select your Clinic Account
- Select the ‘Billing’ tab
- Select the ‘Invoices’ tab
- Select ‘View Pdf’ for the invoice you wish to pay
- Complete your card information and select ‘Pay £XXX’
Please note that your booking is not guaranteed until payment has been received.
Once payment has been received you will receive a ‘Purchase Receipt’ email.
How do I redeem my Event Tickets?
If you are buying an Event ticket for yourself:
- Log into the portal at https://portal.icatcare.org/
- From your Dashboard, scroll down to view ‘My Events’
- Click on the ‘Redeem a Ticket’ tab
- Click on ‘+Redeem’
If you are purchasing the ticket for someone else:
Instead of clicking ‘+Redeem’, copy the redemption code and share it with your colleague and they will be able to redeem the ticket by following the instructions above.
The person attending will receive an ‘Event Ticket Assigned’ email confirming they have been assigned to an event and reminding them that if attending a physical event, they should update their profile to include their dietary requirements, with a link to their user profile so that they can do this.
If you have any issues at any stage of the process, please contact us at [email protected] and we will be able to help you.
How do I download a receipt for my purchase?
- Log into the portal at https://portal.icatcare.org/
- From the Portal Dashboard, Click on ‘Manage accounts and Clinics’
- Select the account you made the purchase from
- Select the ‘Billing’ tab
- Select the ‘Invoices’ tab
- Select the ‘View Receipt’ tab
- Find the receipt by the correct amount and date of purchase and click on ‘View PDF’ so that you can view and download a copy of the receipt.
If you have any issues at any stage of the process, please contact us and we will be able to help you.
How do I enrol on a course?
To enrol on one of our courses, please log into the portal at https://portal.icatcare.org/ and follow the step-by-step instructions below:
- From the Dashboard screen select the ‘Courses’ tab
- Select ‘Find out More’ on the course you wish to purchase
- Enter the number of places you wish to book
- Click ‘Add to cart’
- A green box will appear with ‘Product added to cart’
- To pay for your course, click on the ‘Cart’ tab at the top of the screen
- Choose an Account where you would like the course to be assigned and billed (i.e. your personal or Clinic Account) and click on the ‘Select Account’ button at the bottom of the page
- Click on ‘Proceed with order’ at the bottom of the page
- An order summary will appear for you to review your purchase and, if necessary, you can make changes to the billing address or cart at this stage. VAT/tax will automatically be added. (Please note there is only VAT on our On-Demand courses)
- When you are happy with your purchase, please select ‘Pay by card’ or ‘Pay by invoice’
Please note: Places will not be held without payment.
You will then receive a ‘Course Attendance Redemption Code Available’ email. This is to let you know that your course access code has been generated on the portal so that you can redeem the code to book your place or share the code if you have purchased it on behalf of someone else. Please contact us at [email protected] about your order if you have not received your course access code within 24 hours.
How do I redeem my Course code?
If you are buying the course for yourself, please follow the instructions below on how to redeem the code to book your place on the course:
- Log into the portal at https://portal.icatcare.org/
- From your Dashboard, Scroll down to view ‘My Courses’
- Click on the ‘Redeem course attendance’ tab
- If you are attending the course yourself, select ‘+I will be attending’ button
- A green box will appear with ‘Course attendance redeemed’
- If you return to your Dashboard and select ‘My Courses’, under the ‘Courses Attending’ section you can view the courses that you have been enrolled on.
If you are purchasing a course for someone else, please follow the instructions below on how to assign the course to a colleague:
Instead of clicking the ‘+I will be attending’ button, copy the redemption code and share it with your colleague. They will then be able to redeem the ticket by following the instructions above.
The person enrolled on the course will receive a ‘Your course attendance has been redeemed successfully’ email, confirming that they have been assigned to a course with a link to the portal to view their assigned courses.
They will then be enrolled on our learning system, Brightspace, and will receive a further email to confirm enrolment.
If you have any issues at any stage of the process, please contact us and we will be able to help you.
Who should I contact about feedback and or support?
If you require any support with the new platform, please contact [email protected] and we will help with your queries.
We value any suggestions you may have to improve the experience for our members and supporters. Please contact [email protected], Head of Business Improvement, with your feedback.
Thank you for your patience as we navigate these exciting new changes.
