myCISV FAQs

myCISV FAQs

Welcome to the myCISV FAQ page. We’ll be adding new questions regularly to help you. If you have a question that is not answered on this page, please complete the form at the bottom of the page. We might add it to the list of FAQs.

If this is your first time visiting the new myCISV, check out our support materials at our myCISV Introduction page!

myCISV Troubleshooting 

The following forum is a troubleshooting guide to help fix common problems on myCISV.  

If these solutions do not fix your problem, please contact your myCISV coordinator. They can be contacted using the following email using your own two-digit country-code:  

mycisv-coordinator@<country-code>.cisv.org

If you need further support, please feel free to contact myCISV support at:  

mycisv@support.cisv.org 

When contacting the myCISV support email, you will need to provide the following required information: 

  • First name 
  • Surname 
  • Gender 
  • Date of Birth 
  • Email Address 
  • National Association and Chapter

 

Accessing Your Account

What is a CISV ID?
A CISV ID is your electronic identity in CISV. It is used as a username for any login in any IT service provided by CISV International (e.g. myCISV, learn.cisv.org, the CISV International SharePoint, ... ). A CISV ID is like a username; or compare it to your login ID for your company. It looks like an eMail address (and you can even mail to it); but it isn't a real eMail address; it's your username.
myCISV does not let me login with my personal mail address - what can I do?
myCISV needs your CISV ID as a username for login. Personal eMail addresses do not work.
I don't know what my CISV ID is.

A CISV ID appears in the format of: firstname.lastname@countrycode.cisv.org. It is important to note that this is not an email address and therefore should not be put into your profile as an eMail.

  • Go to https://mycisv.cisv.org/
  • Click “Create Account” *
  • Complete all registration fields (try to use the same information as when you first registered) The system should then provide your CISVID.

*Note: This will not create a new account, it will just retrieve your CISVID.

I've forgotten my myCISV password.
          
  • Go to https://mycisv.cisv.org/
  • Click “Log in”
  • Enter your CISVID, click “Next”
  • Click “Forgot password”
  • On the final page, select the email address you want the password reset link sent to (this should be an address you have access to)
  • From there, follow the instructions in the password reset email

If you no longer have access to the email address linked to your account, please contact myCISV support.
I'm having problems logging into my account.
  • There might be a Browser Cache Error
    The issue is most likely a “Cache Problem” caused by your web browser. There are multiple solutions possible if this is a browser cache problem:
    • Clear your entire browser cache by using the “more” button (3 dots) at the top-right (at least in Chrome and Edge – every browser is different) and going to Settings
    • Use another browser which you normally do not use for CISV International (Opera, Chroma, Edge, Mozilla Firefox etc)
    • Use an incognito window in your browser (also available in most browser versions through the “more” button)
  • Pop-ups are blocked on your computer.
    •On your web browser you should see the highlighted icon, click on it to allow pop-ups. Alternatively, you can allow Pop-ups in your browser settings.
myCISV Support has sent me my new CISV ID - what do I do now?
Please, goto login and use this CISV ID as the username during the login process. Please, follow the below process to re-set your password and complete the login process. The verification code during the password reset process will be sent to your personal eMail address.
myCISV Password Reset
During password reset, the eMail address presented for verification is an old one which I do not have access anymore - how can I proceed with the password reset?
Please, send this problem to myCISV support and include your CISV ID plus the old as well as the current eMail address which you would like to use. You'll be helped by the Support Team.
During login or password reset I am asked about my type of account - what should I answer?
Sometimes, the identity service used by myCISV asks whether you want to login with a "Personal or private account" or a "Work or School Account". Your CISV ID (your myCISV login) is of type "Work or School Account".
I am trying to register; myCISV says it's found my account but the eMail addresses presented are none of mine or I cannot recognize them - how can I proceed?
Please, send the data which we are describing above here to myCISV support. Please, include a screenshot of what the registration shows you. With this data, we can help you.
Can my CISV ID be used for sending emails from? Is this possible?
No, this is not possible. As mentioned above, the CISV ID looks like a mail address and can even forward mails when being sent to it; however, it has no mail server protocol and no mailbox attached. For sending from an eMail address, one needs to have a so called SMTP server information. This is not existing for CISV IDs.
Someone, sometimes, manages to let an eMail from them appear to come from a CISV ID; this is called "spoofing", and while technically possible with some mail providers on the Internet, it is a very dangerous method sometimes leading to mails ending in the junkmail pot, because the receiving mail server treats it with too high-a protection level.
I registered at myCISV but I cannot log in to my account. What am I doing wrong?
You need to login using your newly created CISV ID which is told by the system after successful registration. If you have not noted down your CISV ID after registration, please just register again; the system will find your CISV ID based on the data given and will tell it to you. You can then use it for login. You cannot use your personal email address for login.

Registration

I am a member of more than one Chapter or NA. Do I need two accounts?
No. You do not need two accounts. You can register with more than one Chapter or NA in your profile. Make sure that you select your primary Chapter.
I am already registered on myCISV, but my username and password is not working. What should I do?
You can check your CISVID by clicking 'Create an account'. Fill in the information using the email address you registered with on myCISV. When you click 'Next Step', the system will tell you the CISVID associated with that email address.

If you forget your password, select 'Log In' and click 'Can't access your account?'. Microsoft will take you through the steps to recover your account and reset your password.
I am having issues with accessing my profile - what should I do?
It is really important for every CISVer to only have one single account in the system. If you have any problems with the system, in the first instance, please ask us (myCISV@support.cisv.org) and we'll do our best to help. We’re trying really hard to clean up a decade-long mess of multiple accounts per one person where no-one ever knows which account to use / assign / look at. Having more than one account for one single physical person is a challenge for any process. Also, it can affect who receives access to eMail groups and SharePoint, so please do reach out if you have queries and refrain from creating a duplicate account to overcome a problem! Thanks!
Why can't I create an account?
  • You might have previously created an account and need to retrieve your CISVID and reset your password. Instructions on how to do this are shown in the ‘Problems logging into your account’ section of this document.
  • You are being mistaken for another user. You will need to contact the myCISV support email with the required information.
  • When creating your account, you will need to add your Chapter. If you don’t know your relevant Chapter information, visit Our World
  • You will need to meet the password requirements for creating an account. For the system to accept a password, it must contain:

    •lower case letters

    •upper case letters

    •digits (numbers)

    •at least one special character

    It must NOT contain

    •CISV (in upper or lower case or mixed)

    •C15V (which is an alliteration of CISV)

    •Your first name or last names

    •Anything else that the system could detect as using parts of your personal details.

Why can't I add a child onto my myCISV account?
If you can’t add a child to my account, the child might already have an account or is mistaken for another user. Please send the required information of you and your child to myCISV Support.

Children and Guardian

When I try to register, the ID or mail addresses that appear are that of my child whom I registered previously - what do I do?
When that happens you will be unable to register or login as the myCISV duplicate check is believing that another account shall be created for the same person.

Please, do reach out to myCISV Support and provide the data mentioned above for both yourself and your child. The support team will sort out your problem.
I am/have a child under 16yo. Can children create an account on myCISV?
The age of "self responsibility" is 16 yo and above.

Therefore, parents or parental guardians have to create an account for their children under 16yo.

A parent needs to register themselves and then add the child using the "Children" menu item.

A child is under 16yo. Does their account have to be created by a parent or parental guardian? Or can it be someone else e.g. an older, adult sister?
The person acting as a parental guardian on myCISV will have to fill relevant documents which can become legally binding. Therefore, the person creating an account is considered the legally responsible guardian for the child (which cannot be technically controlled but can become relevant in case of an incident or issue)
Self-responsibility of a minor (young adult): A parental guardian created an account for a minor under 16yo. Now they are over 16yo, what should be done?
The parental guardian needs to make the child "self-responsible" on myCISV.

In order to make a child self-responsible, the guardian needs to access their profile within their own account.

As a guardian, goto the details of a child's profile, find the ORANGE PEN next to where it says self-responsibility, click please, and follow the instructions given their.

When having clicked “UNLINK” it normally takes around 30 seconds to process the UNLINK request; then your children have a CISV ID of their own with your consent to that. They can login now using the same process that you used earlier. You may have to tell them their CISV ID.
My child needs to take the SafeGuarding Training as part of their JC/Seminar application. What if they cannot login?
Your children need to be able to login themselves for to take the Safeguarding Training. Refer to the Programme Participation FAQs below to get further help with this problem.
I would like my children to be connected to both their parental guardians - is this possible?
Yes it is. Once the child is connected to one guardian, please, send the child's and the other parental guardian's data to myCISV Support.

Directory

I am a National Secretary and I need to assign a new person to a role in our directory. Will this process be different now?
It will look a bit different but the process will be the same. As National Secretary you will still assign people to the role in your NA/Chapter officials directory.
A person has left a role and a new person has joined. The directory needs to be updated, how is this done?
Who? The NA Secretary must update the Directory. What? Updates include any changes to persons within any role listed in the directory. Where? Make Changes at myCISV>> Directory>> Manage Directory When? As soon a person listed in the directory leaves / joins their CISV role. Why? Imagine you, or one of your members have a problem, you want to know who to contact, right? The only way anyone will know who to contact is with an up-to-date Directory. Up-to-date information also ensures the necessary people are able to receive information important to their roles. People will not receive this information, and your NA may therefore miss out on important updates, if the Directory is not up-to-date.

Programme Assignment

I am a Chapter myCISV Coordinator / National myCISV Coordinator. What do I have to do?
First of all, thank you for taking on this new function/task. As a myCISV Coordinator, you will assign individuals to the invitations your NA or your Chapter has accepted in myCISV (depending whethe ryou are a NA or a Chapter myCISV Coordinator). And if an individual pulls out and/or is replaced by someone else, you will remove that individual and assign a different person instead. A Chapter myCISV Coordinator will be able to assign individuals from their Chapter, whereas the National myCISV Coordinator will be able to assign individuals from all the Chapters in the NA.

Here we've provided a little guide showing how you do these assignments. Checkout the "Guidance for myCISV Coordinators" there.
I am to assign someone to one of my Invitations, but I cannot find the person in myCISV
Mostly the reason for this problem is that the person you are looking for does not have their Chapter maintained correctly in their profile. Please, ask them to goto their profile and check their Chapter setting.

When the Chapter setting is correct but does not match your Chapter, then you need to reach out to your National myCISV Coordinator; they can act for the entire National.

When in case you need to assign a person from another National (e.g. they are an International Staff to your Programme) then please do reach out to myCISV Support and ask for help. Only the International admins are able to assign International Staff persons when the Programme and the person have different NAs. Be sure to include the Programme Reference Number and the CISV ID of the person to assign in your request.
I am unable to assign people in any of our Programmes or Invitations - what can I do?
Check your own Chapter setting in your profile, please: Set it to the Chapter you belong to. You should only be made myCISV Coordinator of a Chapter when being a member of this Chapter.

If the problem persists, please ask your National Secretary or National myCISV Coordinator to make sure that all the Programmes and Programme Invitations have the correct Chapter set to them. As a Chapter myCISV Coordinator, you will only be able to assign to Invitations and Programmes where the Chapter setting matches the Chapter in your profile.

If the problem still persists, please, check the Directory: Are you assigned the correct myCISV Coordinator role, just as you would expect it? If not, please do reach out to your National Secretary for to correct the Directory setting for you.

Programme Participation

I am Programme Director / Staff member / Leader / JC / LIC / NIC. Do I still have to register on myCISV and claim participation in my programme?
You must be registered on myCISV, but you do not need to claim participation. Your Chapter or National myCISV Coordinator will assign you to the relevant role in your programme. From now on, every person involved in a programme must be assigned to their relevant role in the programme before the programme begins.
I will be a programme participant. Do I still have to register on myCISV and claim participation in my programme?
You must be registered on myCISV, but you do not need to claim participation. Your Chapter or National myCISV Coordinator will assign you to the relevant role in your programme.
I am a member of a staff team and want to publish my Pre-Camp-1 Form?
Pre-Camp-1 is now composed and published on myCISV as a built-in form.

GoTo your Programme on myCISV, find the tiles named "Programme Data" and "Programme Address" and fill them with the data for your Programme.
Then GoTo the "Participants" tab on your Programme and add a person into the "Camp Director" role and another person (can be the same) into the "Pre-Camp Contact" role.

When done, go back to the "Overview" tab and checkout the Pre-Camp-1 link on the "Programme Details" tile. DONE.
Do I need to carry paper copies of the forms, still?
Please read the Help Guide “Create and Share Pre-Camp documents and other helpful programme information” (find it here -> https://cisv.org/new-mycisv/ ) “Important: Even when using myCISV, you’re advised to carry one paper copy of each form with you for safeguarding and in case of emergency, police/customs checks or any malicious events during travel.” Generally, paper copies are not needed anymore; however, as for emergency incidents paper copies may be needed to be carried on travel and as every form needs to be printed once for signatures, anyways, this one print-out could as well be used to be carried on travel and handed to staff later-on.
Which forms do I need to complete before attending a camp?
Depending your role in the Programme and your (or your child's) age, you would need to complete several forms; normally: HealthForm, one Legal Form and the Delegation Information, Whichever forms needed from yourself, you will find them linked on your Programme's 'Overview' page’ on myCISV, look for the ‘Forms’ tile on this page. Here's a sample screenshot showing the way:
How do I add a signature on a form?
To add a signature, you would first need to print off the form. To do this, you can either:
  • Use the web browser’s print function by pressing the [control] and [p] buttons
  • Click on the “more” button (3 dots) at the top-right (at least in Chrome and Edge – every browser is different), going to Settings and selecting “print”.
After printing the form and signing in the appropriate areas, scan your signed form and reupload it onto myCISV at the bottom of the ‘form’ page using the 'choose file' button.
My child is already assigned their Programme, but as their parental guardian, I cannot find the Forms to fill for my child - where can I find them?
Check out this PDF helper document (2 pages) which shows you how to correctly access the relevant Programme as the guardian of your child.
I am staff member. How can I see that a form of a delegate is signed?
By the little icon in front of the Form's name in the "E Forms List" (the TAB on top in the Programme which is available to staffs). When the icon is showing a pen, the form has been commenced but not completed. When the icon is a little checkmark symbol, the form has been completed and signed and is done.

eLearning and the Safeguarding Training

How can my children complete their safeguarding training?
It is important to note that children attending as a Junior Councilor or attending a Seminar Camp will need to be unlinked from their guardians account to complete relevant safeguarding training. To unlink your child’s account, you will need to:
  • Go to the ‘details’ section of the child's profile on myCISV.
  • Click on the orange pen next to where it says ‘self-responsibility’ and follow the instructions shown.
  • The child can access https://learn.cisv.org using the blue button and log in with their CISVID and password to access the relevant training.
I cannot find the Online Safeguarding Training - where is it?
The Online Safeguarding Training and Certification is not on myCISV but on the CISV Learning Platform. You can use it with the same login as you use on myCISV - your CISV ID and password.
GoTo learn.cisv.org and use the big blue button on top to login. Use the same username and password you are using on myCISV.
Hint:When using the same browser session as for myCISV you do not even need to give the password again!
I have successfully completed the Safeguarding training and even downloaded my certificate; still it does not show up on myCISV - what do I do wrong?
Nothing.
It takes a bit of time until the completed training shows up on myCISV; have a bit of patience, please; just check again after some time and it will sure show.
If not, please mail us.
Can I use the forms from my past participations? Can I use downloaded forms I still have?
No, it is not possible anymore to use previous forms. HealthForms, DIF, TIF and any Legal Form for programme participation must be completed on MyCISV. For this, the participants, leaders and else need to be assigned into their programme they are participating in. This can be done by your home Chapter or National!

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