Help
Help
If the answer is not here, ask. Every message is read by a person.
Getting started
Choosing an account type
Pick the one that describes you now, not the one you are working toward. It decides which verification badges you can request, and you can change it later from Settings.
Choosing a username
Three to forty characters, letters, numbers, dot, dash or underscore. It becomes your profile address, so pick something you would put on a CV. Some names are reserved, including ones that could be used to impersonate staff.
I did not get the confirmation email
Check spam first. Then resend it from the notice at the top of the site. If it still does not arrive, the address may have a typo, which you can fix in Settings, Account.
Your profile
Why my profile says it is incomplete
The meter weights fields by how useful they are to someone else, so a headline and a specialisation move it more than a website link does.
Hiding my profile from search engines
Settings, Privacy, turn off indexing. That adds a noindex directive and removes you from the sitemap. It does not delete anything you have published.
Removing myself from the public directory
Settings, Privacy, turn off directory listing. Your profile still exists at its own address for anyone you give the link to.
Verification
Which badge should I request
The highest tier you can evidence. Requesting a tier your account type is not eligible for is refused automatically, not queued.
How long it takes
A person reads every submission, so it depends on the queue. Your status page shows where the request currently sits.
My request was refused
The refusal says what was missing. Most refusals are a document that does not show the dates, or a name that does not match the profile. Fix and resubmit.
Deleting the document afterwards
Once a decision is made you can ask for the file to be deleted and keep the badge. The record of what was checked stays.
Publishing research
Which version am I allowed to upload
Whichever your agreement allows. If you are not sure, choose link-only and publish the record with its DOI. That is always safe.
My DOI lookup found nothing
Crossref does not have every record, particularly for very recent or regional work. Enter the details by hand.
Adding co-authors who are not members
Type their name and affiliation. If they join later they can claim their authorship and it links to their profile.
Correcting something after publishing
Edit the item. Files are versioned, so the old file stays reachable and the citation does not break.
Communities and safety
The rule about client information
Never post anything that could identify a client, in any space, including private messages. Not names, not initials with context, not an age plus a location, not a distinctive detail. This is removed on sight and reviewed afterwards.
Reporting a post or a member
Use the report control on the item. It reaches moderation with the context attached, which an email cannot do.
Blocking someone
From their profile. Blocking works in both directions, so neither of you sees the other.
Someone posted about being in crisis
Report the post so it reaches moderation, and share crisis resources. Do not attempt to treat them in a comment thread.
Account problems
I forgot my password
Use the reset link on the sign-in page. The link is valid once and expires.
Signing out everywhere
Settings, Security, revoke all sessions. Do this first if you think someone else has your password, then change it.
Exporting my data
Settings, Data, export. You get everything you have posted in a machine-readable file.
Deleting my account
Settings, Data. Export first if you want your content. Deletion removes your profile and personal data.