Frequently Asked Questions
If your query is not listed, our Client Service team is always here to help you. Please get in touch by emailing: firstname.lastname@example.org.
My username/password isn’t recognised
What is my username/password?
My company has a licence but I don’t have an account
How do I change my email address?
How to I add a user to my account?
What does my access include?
How do I change my address/admin person?
How do I sign up colleagues to the service?
Why can’t I see that piece of content - it says I’m not a subscriber?
Where is the magazine/past issues?
Why can’t I download the content?
I missed a live webinar. Can I view it afterwards?
If your password is not recognised, simply enter your email address here to do a password refresh.
You will then be able to log in using your email address as your username.
Should your email address not be recognised, you will need to contact the Client Service team on +44 207 384 8269 or email us as you may not be registered, or we may have an alternate email address on file for you.
Your username is your email address. Alternately you may have received a username which would be made up of your name and a series of numbers. Either of these will work.
Your password is generated by you - once you have been registered you will receive a link to create your password for the first time. If you have not received this, please enter your email address here to reset it for the first time.
Depending on the type of Licence held by your company, you may be eligible for a personal account.
For more details please get in touch with the Client Service team on +44 207 265 4114 or email us
To change your email address please get in touch with the Client Service team as we will need to authorise this change.
For each Company-Wide Licence, there will be one designated “Admin” contact. This person within your company will be authorised to add and remove internal users to the account. To find out who your Admin person is, please refer to the “My Account” section of the website.
Under the “Subscription Details” tab, you will be able to see who your internal administrator is. Still not sure? Then give us a call on +44 (0) 207 265 4114
A breakdown of the services can be found here.
For further information on what your access contains, please contact us on +44 (0) 207 265 4189
All requests of this nature will need to be sent directly to the Client Service team as we will have to approve the changes. Contact us on +44 207 265 4114 or drop us an email.
In some instances, your organisation will hold a Company-wide Licence to our services.
To verify whether this is the case for your organisation, go to the “My Account” section.
Under the “Subscription details” tab, you will see your Admin contact listed. This person can add and remove users to your License.
If you do not have an Admin contact listed, you currently hold a Single User Licence.
To upgrade your service to a Company-wide Licence, please email the sales team on call us on +44 (0) 207 384 8269
If you are unable to view a piece of content and get a “not a subscriber” error message, there are two possibilities:
1) The content might belong to a different part of the website/level of access.
To upgrade your package, please email the sales team or call us on +44 (0) 207 265 4189
2) If you check the “Subscription Details” tab, in the “My Account” area of the website, and you do not have any services showing (and your company does have a live license), your account is not linking to your Licence properly.Licence properly.
If you could let the Customer Service team know, we are able to fix this for you in a matter of seconds.
Back issues are available here.
Current issues will be available on the front page of the relevant publication page, simply click on “Read the latest issue”.
The back issue content from other publications can be found on the relevant publication pages, as searchable content, rather than as PDF or page turner issues.Claims
Claims for missing hard copies will be met, free of charge, if made within three months of the date of dispatch, if stock is available.
Please note that subscription payments are NOT refundable after the first issue of that year’s subscription has been dispatched.
We need to ensure that only paid subscribers can access the content. Page turner issues are part of the security measures we have in place.
Additionally, we have exclusive online content which would not be available in a downloadable format.
Webinars are permanently available only to Intelligence Centre Licence holders.
Clients who have registered for a webinar will have access to the live webinar and if unable to join it live will have access to the content during a fixed time period after it has taken place (subject to change). After this period is over, the content from the webinar will no longer be available publicly.
To upgrade your service to include the Intelligence Centre, please email the sales team on call us on +44 (0) 207 265 4189