Use this quick guide to recover access to your account before opening a support ticket. Following these steps helps resolve login issues faster and reduces support delays.
Step 1: Try Self-Service Recovery First
Before submitting a support ticket, try the following login methods:
- Check Alternate Email Addresses: Try logging in or resetting your password with any alternate email addresses you may have previously linked to your account (e.g. with your current personal email in addition to your institutional email).
- Log In Using Your ORCID ID: If you cannot remember which email address is associated with your account, try logging in using your ORCID ID as your username along with your existing password.
Step 2: What to Include When Submitting a Ticket
If self-service options do not work and you need to log a support ticket, please provide the details below in your initial request. Including these upfront eliminates back-and-forth communication and speeds up your recovery time.
Account Recovery Information Checklist
Please include as many of these details as possible when contacting support:
- Previous Registered Email: Any email address previously associated with your account. We are unable to restore access without this information
- ORCID iD: Your 16-digit ORCID identifier (if applicable).
- Current Institutional Email Address: Your primary, active institutional email.
Important Note on Email Addresses & ID Verification
- Institutional Emails: We strongly recommend using your current institutional email address for faster account verification.
- Personal Emails: If you no longer have access to an institutional email and must use a personal email (e.g., Gmail, Outlook), we will require official photo ID verification to confirm your identity before restoring access.