Account and Licence Related FAQ's

• Q: How many User Licenses do we have?
  A: Please contact us by completing our Customer Support form here.
• Q: Why can’t I log in?
  A: Either the number of concurrent user licenses have reached the maximum or you are not logged off correctly which locks the license for 15 minutes.
• Q: Why can I not save documents in to a Favourite folder?
  A: You need to have Individual User Licenses to have this facility available IUL.
• Q: I have forgotten my Individual User login, what do I do?
  A: Use the forgotten link to have your details sent to your email address or contact IHS directly.
• Q: Can my Company access the site without having to enter in a username and a Password?
  A: Yes, we can supply you with a blind login script that will automatically log you into our site, Please contact us by completingour Customer Support form here.
• Q: We don’t want anybody from within our company accessing the website from home, is this possible?
  A. Yes, we can setup IP Restriction for you, Please contact us by completing our Customer Support form here.
• Q: I have forgotten my Individual User login, what do I do?
  A: Please contact us by completing our Customer Support form here.
• Q: I have forgotten my Company Logon Details, what do I do?
  A: Contact your admin person on site who looks after the account, or contact IHS Directly for advice.
• Q: What happens if I forget my Username and Password?
  A: Please contact us by completing our Customer Support form here.
• Q. My end users can’t access the IHS Databases using the UK Federated access portals, what should I do?
• A: There may several reasons for this to take place and it all depends on how your system has been set up: For all users: We would highly recommend to contact your IT department in order to check your IDP access server clocks are in synch with GMT. This is a critical requirement of the UK Federation access processes and is one of the major sources of problems that are arising as seen by end users.
• Q: Where do I go for training and support?
  A: Our website customer care page (support section)
• Q: My company has a Subscription to the IHS service. My Company account is setup so that I have to register for an Individual Username and password. I have registered my Individual Username and Password, but have not received my validation code, what should I do?
  A: The most likely cause for you not receiving the email that contains the validation code is due to email filtering that is in use within your organizations Network. (Please note this only applies to customer’s that are prompted to register when logging into the website, not all Customer accounts are setup for Individual User Registration). Another common term for this is a Spam filter. The email that is sent from IHS contains a validation code that can be seen by certain email filtering techniques as spam (Junk email). Please speak to your IT department to allow the email to be passed through from IHS. Some organizations have a Vanguard Spam filtering system in place that automatically filters out Spam Email for your email account. If you have this system in place please speak to your Local IT people, or check your vanguard system to see what emails have been filtered as spam. The email has landed up in your local Junk email folder (for Microsoft Outlook users). If you have a junk email folder within your Email client program please look in this folder. The Incorrect email address was typed into the Registration Form when registering, resulting in the email that contains the Validation code being sent to the incorrect email address. If you believe that this could be the case, please contact us by completing our Customer Support form here.

Has this answered your question? Please help us improve our online supportby completing our Customer Care form online here.