Error message received when registering institutional account

If you receive an error message at any time during site license registration, follow the directions on the error page. It may indicate that your username is too long, or that your registration session has timed out and you need to start over again.

If you get a note about duplicate IP addresses while adding your IP addresses, your institution may already have an account which you are duplicating. If you are unaware of another account, then please contact Customer Service.

You can contact us by submitting a query to our Online Service team via our webform here. If you would rather email or phone them, their contact information is available here.

Please send us a screenshot of the error page or copy and paste the error message in an email to us (there is an attachment facility at the bottom of the page).

You can also contact us by using the relevant details below:

UK/Rest of World: email -, tel: +44 (0)207 014 4113

USA: email -, tel: +1 800 221 2123

Japan: email -, tel: +81 3 4533 8090 (Tokyo)

Greater China, Mongolia, Oceania, South Korea & Southeast Asia: email -, tel: +86 21 2422 5007 (Shanghai)

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