At ScholarOne, we understand that juggling logins for the numerous journals that you submit to or review for can be confusing. Below, we have assembled some of the most frequently asked questions (and answers) about logging in to your ScholarOne account, to help you access your account quickly and get back to the business of research.
Can I use the same credentials for multiple ScholarOne Manuscripts journal sites?
- To maintain user privacy, journals maintain their own separate databases of users, with journal-specific required account information. For this reason, users must create a separate ScholarOne Manuscripts account for each journal site you need to access.
- The exception to this is for portal-contained journal sites, where a publisher-level portal gives users access to several journals at the same website address (URL).
- TIP: As long as the journal sites you need to access are not under a portal, you may use the same User ID and Password for each log in account you create.
- TIP: To minimize the number of credentials you need to remember, we recommend linking your individual ScholarOne accounts to your ORCID iD for simplified login.
How do I link my ORCID to my ScholarOne journal account?
- On the Login page, click “Log In with ORCID iD.”
Don’t see this button? Contact the journal directly to request that they add this functionality to their journal site.
- Clicking takes users to log in to ORCID or to create an ORCID account on the ORCID site.
- If you have used this login process before or have already linked your ORCID iD to your ScholarOne profile, you will automatically be logged into the ScholarOne site and the process is complete.
- If this is your first time linking your ORCID and ScholarOne accounts, you will be asked to authorize the publisher or journal to get their ORCID iD and to read limited-access information such as their name and address. These permissions make it easier for new users to pre-fill their profile information when creating an account.
- Once linked, you will be automatically logged in to the ScholarOne site.
- On future logins, you may use either your ScholarOne or ORCID credentials to log in to the participating site.
The system does not recognize my User ID and/or password.
- The most common log in problems are due to the following:
- Mistyping your User ID or Password.
- Typing with the Caps Lock key active on your keyboard.
- Inadvertently adding extra characters or spaces at the beginning or end of the field when cutting and pasting the information from an email.
- Not distinguishing characters properly when directly typing in the User ID or Password. Some common problem areas are with the following:
- The upper or lower case letters V (V, v) and W (W, w)
- The number zero (0) and the upper or lower case letter O (O, o)
- The number one (1) and the upper or lower case letter I (I, i)
- Entering an outdated or incorrect User ID or Password.
- Not updating your primary e-mail address (which may be associated with an institution) at the ScholarOne Manuscripts site when your institution has changed. Your User ID at the ScholarOne Manuscripts site does not change automatically when/if you update your address at the journal site. Click on your name at the top right of any page after logging in to update your account information.
- Attempting to use an expired temporary single-use password. If you use the Reset Password tool on the Log In page to submit a request for an email with your password, that email may include a temporary single-use password with instructions on how to create a new secure password. The temporary password will have a 72-hour expiration, and once expired, a new request for a temporary password will have to submitted.
- Submitting multiple requests using the Reset Password tool but not using the latest system generated temporary single-use password. The Password Help email should arrive soon after requesting it but delays could occur, or the email could be filtered into your Spam or Junk folder. Requesting the Password Help email more than once will reset the temporary password each time.
I have forgotten my password and/or my User ID.
- Try resetting your password:
- On the Log In page, click “Reset Password.”
- Enter the email address associated with the submission site
- After clicking the “Send Reset Link” button, you will receive an email that provides a temporary single-use password with instructions on how to create a new secure password.
- As noted in the Password Help email you receive, a temporary password has a 72 hour expiration. If the expiration date is passed you will have to use the Reset Password option again to request a new temporary password. You should receive the Password Help email soon after requesting it. Sometimes your email server may be running slow and it could take a few minutes. Check your Spam or Junk folder to see if the email was filtered there.
- TIP: Requesting the Password Help email more than once will reset the temporary password each time, so you will have to use the most current temporary password to continue.
I have requested my password from Password Help and have not received a reply.
- Common reasons include:
- The system does not recognize the email address you entered as belonging to a ScholarOne Manuscripts account. An error message will appear in a yellow text box that says, “We are unable to locate an account associated with the email address you provided.” If you have alternate email addresses, you can try entering them in the “Your Primary Email for This Site” field. If you do not remember the email address that is noted on your account, please contact the Journal Administrator or ScholarOne Customer Care for assistance in resolving this issue.
- Your email server is filtering the incoming emails from ScholarOne Manuscripts into a spam folder, either at the client level (in your email inbox) or at the server level. We have worked hard to prevent this, but in some cases it will still occur. If this is the case, your IT department will need to resolve the issue by whitelisting the ScholarOne server address: uranus.scholarone.com. Whitelisting the address will identify the email address as a legitimate sender and properly route the emails to the intended recipients.
- You have more than one account or your account is “hidden.” An error message will appear in a yellow text box that says, “We are unable to locate an account associated with the e-mail address you provided.” Please try creating a new account using the same email address or contact the Journal Administrator or ScholarOne Customer Care to for assistance in resolving this issue.
What is the ScholarOne Self-Service Username and Password?
- The ScholarOne Self-Service User ID and Password are for access to our Get Help Now site. This is how you can submit and track cases in our Support Center. In order to access the Self-Service Portal, go to:
- ScholarOne Manuscripts: http://mchelp.manuscriptcentral.com/gethelpnow/support.htm
- ScholarOne Abstracts: http://mchelp.manuscriptcentral.com/gethelpnow/abstractcentral/support.htm
- and click on My Support Cases. Use the login information provided in the email to submit new cases and track your previously submitted cases. You can also use this page to Add Comments or Add Attachments to a case.
- TIP: Your ScholarOne Self-Service Username and Password are NOT the same as for our ScholarOne Abstracts and ScholarOne Manuscripts sites; they can only to be used to access to your Support Cases.
Not seeing the answer to your login issue? Contact ScholarOne Help (email@example.com) for end-user support.