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Frequently Asked Questions

We have compiled some frequently asked questions (FAQs) from users of the Jisc Collections website, if you have a query, we hope one of the eight categories below may help.

If you cannot find the answer to your query, please contact our Helpdesk using the Contact us form, or by calling +44 (0)20 3006 6088.

FAQ categories:

  • VEAT Notices
  • Ordering
  • Licensing
  • Access to resource
  • Managing my subscriptions
  • My Account
  • Log in problems
  • Invoice and payments
  • Accessiblity

     

    VEAT Notices:  How does Jisc Collections comply with procurement regulations?

    Jisc has been using the Voluntary Ex Ante Transparency (VEAT) notice to advertise publisher licensing opportunities prior to awarding the licence in a procurement compliant manner. 

    A VEAT notice is a specific procurement means of advertising the intention to award a contract directly, without call for competition. Each VEAT notice must include a justification for awarding without a call for competition which explains why the services can only be provided by a particular tenderer. 

    Jisc’s justification for awarding without a call for competition is on the grounds of artistic reasons or connected with the protection of exclusive rights. 

    Once the notice period has expired and there has been no challenge to the proposed direct award of the contract, Jisc and the other party sign the contract and a contract award notice is despatched confirming the award. 

    This process ensures that all of these licences are procured in an OJEU compliant manner.

     

    ORDERING

    If you are having difficulties with the shopping basket, the troubleshooting tips below may help.

     

    Why is my shopping basket empty?

    The Shopping Basket is a temporary place to store a list of items. Our catalogue is frequently updated, so items that have been in your Shopping Basket for a long time might no longer be available. To avoid this, your Shopping Basket will expire 90 days after the last time you add or delete an item or simply view the contents of your basket.

    In a very few instances, disappearances may result from software changes made on our website.

     

    Why is my shopping basket missing?

    If you are unable to find the "Add to Shopping Basket" button for a resource in our Catalogue, first make sure that the resource / agreement is not listed as "Expired". If the resource / agreement is listed as "Expired" you will not be able to subscribe to this resource from our website as the agreement for that resource has come to an end. However please check that a new agreement is available for that resource as you will be able to add that item to your Shopping Basket.

    If the resource is listed in our Catalogue and you are unable to find the "Add to Shopping Basket" button, it's possible that your browser is not downloading the image of the Shopping Basket button. Check your browser's preferences to ensure the settings allow the downloading of image files.

     

    Need more help?

    If you are still having difficulty using our website, you can contact us.

    Last updated: April 2016

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    LICENSING

    What is the Jisc Model Licence?

    Please see our model licence pages for more information.

     

    My institution is partnering with an institution overseas, does the licence cover these additional students?

    Our decision tool should help you decide.

     

    How do I accept a Jisc Collections Database licence?

    When you place your order you will need to check a box to confirm that you agree to the terms and conditions of the licence.

    How do I accept a Jisc Collections Journals Licence?

    If the licence has been finalised and is attached to the agreement in the catalogue, the process is above. If the licence is attached to the agreement after you have ordered then you will need to accept the licence via your Jisc Collections account. See Instructions for Accepting Licences Online.

     

    ACCESS TO RESOURCE

    Why am I unable to access a resource that I know we have a subscription to?

    Publisher contact information is provided in the 'Support Info' tab in the relevant agreement in our catalogue to enable you to get in touch with them direct. Also, check you have updated your access details, the guide to the My Account area may help you do this.

    Alternatively contact the Jisc Collections helpdesk and we will contact the publisher/service provider on your behalf.

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    MANAGING MY SUBSCRIPTIONS

    How do I view my subscriptions?

    You need to be the account owner or have a user account to view subscriptions. Log in to the account and check the 'My Subscriptions' tab for a full list of expired, cancelled and active subscriptions. These can be filtered using the red buttons.

     

    My subscription to [RESOURCE NAME] is about to expire. How do I renew?

    Check the Jisc Collections catalogue to see if the renewed agreement is available for subscription. If it is not yet available please contact the Jisc Collections helpdesk for an update.

     

    I placed a new order yesterday. How do I get access?

    Please allow up to 7 days for access to be set up and the service provider to contact you. If you are not contacted, then please email or call the Jisc Collections helpdesk.

     

    How do I find information about new and renewed agreements?

    Information is sent to the Jisc Collections Consortium mailing list. Please contact us if you wish to be added.  A separate notification is usually sent to existing subscribers. You can also check the 'Support Documents' tab when logged in to your account or the news section of our website.

     

    I need to obtain usage statistics. Who do I contact?

    Please check the catalogue pages for the relevant resource. In the 'Standards Compliance' tab there is a section on usage statistics and how to obtain them. Contact details can be found in the 'Support Info' tab

     

    Can I cancel my subscription?

    If the licence agreement contains an opt-out clause, then it is possible to cancel a subscription providing 60 days notice prior to the start of the next subscription year is given in writing. Please see the 'Pricing and Subscription tab' in the resource catalogue or check the licence to see if there is an opt-out clause. 

     

    What does the account status 'pending' mean?

    Pending can mean several things and refers to the licence relationship. Please click here for further information.

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    MY ACCOUNT

    How do I know if my institution has a Jisc Collections account?

    All UK Higher and Further Education institutions are members of Jisc Collections and have a member account by default. This entitles them to subscribe to any of the licence agreements we negotiate on their behalf. Research Councils and some institutions designated as Affiliate Members also have member accounts.

     

    Who is responsible for my institution's member account?

    Each account has a designated account owner who has overall responsibility for the account. The account owner is usually based in the Library or Learning Resource Centre. An account owner must be authorised by their institution to accept licence agreements on its behalf.

     

    I am an account owner and leaving my institution. How do I set up a new account owner in my place?

    You can log in to your account and go to the 'My Account' tab. Here you can update the account owner details. Alternatively, contact the Jisc Collections helpdesk.

     

    How do I request a user account?

    If you know who the account owner is, they can set up an account by logging in and going to the 'My Team' tab. If you do not know who the account owner is, please contact the Jisc Collections helpdesk

     

    How do I log in to my account?

    Go to the Jisc Collections homepage www.jisc-collections.ac.uk. The 'Sign In' button is at the top right of the page

     

    I get a server error when I try and log in. What should I do?

    Check your login details are correct. Try clearing your cache (browsing history, cookies etc), restarting your browser and inputting the details again. If you are still experiencing difficulties, please contact the Jisc Collections helpdesk

     

    My colleague needs access to the Jisc Collections account. How do I add them to the account?

    If you are the account owner you can add them by logging in to your account and going to the 'My Team' tab

     

    I've forgotten my login details. What should I do?

    Go to the login screen. Your username will usually be your email address. If you have forgotten your password, click on the 'Don’t know your password?' link and you will be emailed details of a temporary password with which you can log in

     

    How do I update my email address? 

    If you are the account owner you can log in to your account and go to the 'My Details' tab and update the information there. If you have a user account with permissions to edit the account, then log in and go to the 'My Team' to update your details. If you have a basic account you should contact the account owner to make the update for you

     

    My institution's address has changed. Where do I update it?

    If you are the account owner or have editing permissions, log in and go to the 'My Account' to make the update

     

    My insititution has changed its access details. How do I let publishers/service providers know?

    Update your access details in your account by going to the 'Access Details' tab. Helpdesk will be automatically be notified of any updates and can contact all the relevant publishers/service providers on your behalf.

     

    My insititution is merging with another. What do I need to do?

    Please get in touch with the Jisc Collections Helpdesk. We will contact our Jisc Banding Manager to see if the merger has any effect on your Jisc Band. As for your Jisc Collections accounts, we will discuss how to manage the merging of accounts on our system. This usually involves keeping one existing account and closing the other/s, reassigning any subscriptions  and setting up user accounts for colleagues at other sites. We can also communicate with service providers on your behalf to ensure access is extended to all students at the merged college.

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    LOG IN PROBLEMS

    If you are having difficulties logging in to our site, the troubleshooting tips below may help.

    How to tackle log in problems

    You may wish to check the log in details provided to ensure you have the correct username and password.  If you are not the Account Owner, your user account will have been set up by the Account Owner.  This person creates all users accounts and sets permissions for your colleagues in your institution, therefore if you are unable to log in we recommend you check your username and password with the Account Owner.

    Also, some browsers can be set to refuse cookies, and you may wish to check your system to see whether you are running any cookie management programs that prevents you from logging in.

     

    Why have I been logged out?

    Each period of inactivity that lasts 15 minutes or more will result in your browser logging out of our system, after which you will be required to login again.

    If the site does not greet you by your institution's name, you will need to log in. Click Basket on the top right corner of the page and select Sign in next to Shopping Basket.

     

    Why is my Membership Account not recognised?

    If you encountered problems while logging into your account or during checkout:

    You may be able to temporarily correct the problem by disabling Javascript in Internet Explorer by following these instructions:

    1) Choose Tools/Internet Options from the IE menu.
    2) Click on the Security tab and select "Internet" in the Web content zone box.
    3) Then click on "Custom level" to reveal the Security Settings
    4) Scroll to "Scripting" toward the bottom of the list and set the "Active Scripting" choice to "Disabled"

    You may be able to temporarily correct the problem by disabling Javascript in Mozilla Firefox by following these instructions:

    1) Choose Tools/Options from the Firefox menu.
    2) Click on the Content tab and uncheck the "Enable Javascript" button.

     

    Need more help?

    If you are still having difficulty using our website, you can contact us.

    Last updated: April 2016

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    INVOICE AND PAYMENTS

    What are my payment options?

    It is currently possible to pay for your resources by:

    All subscription fees are due 30 days after the receipt of a suitable invoice.

    We currently do not accept cash in any currency.

     

    Can I pay with credit or debit cards?

    You can choose to pay by Visa, Visa Debit, MasterCard, and Maestro cards that are 3D Secure via our secure Payment Gateway, Sage Pay. The card must also be 3D Secure registered, otherwise your card will be rejected in Sage Pay. 

    We can only process these payments against sterling (GBP) invoice(s) that are automatically generated from an order that is placed on our website (i.e. Sublicence priced orders). All other sublicence priced orders that are not in sterling, sublicence manual orders and orders that are invoiced direct with publishers / subscription agents will need to be paid for separately either via bank transfer or cheque.

    We are unable to take credit or debit card payments for sterling invoices with a total payable amount of over £100,000.00.

     

    Do Catalogue listed prices include VAT?

    All prices included in our catalogue of online resources are listed exclusive of VAT and institutions will need to add VAT to their order where applicable.

    Please note that in most cases if a resource is marked as “Sublicence” in the Agreements tab in our Catalogue then our ecommerce system will automatically calculate the subscription fees for your institution and generate an invoice once you confirm and place your order from Your Basket. However for those Sublicence agreements that have a more complicated pricing structure, we may need to raise invoices manually and will be sent to you separately from the order.

     

    What does it mean when a resource is marked 'Direct'? 

    If a resource is marked as “Direct” in the Agreements tab in our Catalogue then our ecommerce system will not produce an invoice for these types of subscriptions as the invoicing is either processed by the publisher.

    This also applies to a Jisc Collections journals offer (in which case you will be placing an order request which is the first stage of the order process) or for other types of subscriptions that are processed outside of our ecommerce system.

     

    Are there different bank accounts for different curriencies?

    If you place an order that contains multiple subscriptions in different currencies then a separate invoice will be raised for each currency. These invoices will be clearly marked as either Sterling, US Dollar, or Euro invoices with the corresponding bank account details for bank transfers* and the Payee details for payments by cheque.

    *For bank transfers, please ensure the correct account is paid to depending on the currency.

     

    How secure is the website?

    All orders and transactions processed via our website are undertaken in a secure environment and we back-up every subscription made online. Further details on our security arrangements can be found in our Privacy and Cookies notice.

     

    I have a Purchase Order (PO) number. How can it be added to my invoice?

    Our website now offers various options for adding a PO number to an invoice or Request for Payment. You can add a PO number during the course of placing an order or add one after you've received an invoice. Please see Jisc Collections - How to Add a Purchase Order for more information. Alternatively, you still have the option to contact the Jisc Collections Helpdesk on receipt of your invoice and we can add the PO number and resend it.

     

    I haven't received an invoice. Where can I check if it's been issued?        

    Log in to your Jisc Collections account. Find the associated subscription in your list in 'My subscriptions'. Click on the heading. Scroll down to the financial roadmap. Any invoices issued against the subscription will be highlighted in red and can be opened and downloaded as a .pdf

     

    I need a copy of an invoice. How do I obtain one?            

    Log in to your Jisc Collections account. Find the associated subscription in your list in 'My subscriptions'. Click on the heading. Scroll down to the financial roadmap. Any invoices issued against the subscription will be highlighted in red and can be opened and downloaded as a .pdf

     

    I have a PO number or remittance advice to email. Which email address should I use?

    Please send your emial to our Helpdesk: help.digitalresources@jisc.ac.uk

     

    How do I know if an invoice is due for payment?              

    Our payment terms are 30 days. You will see alerts relating to any overdue invoices when you log in to your account. Additionally, automatic reminders are emailed 7 days prior and 7 days after the invoice is due for payment

     

    I need invoices to be sent to our finance department. What should I do?             

    If you are the account owner or have an account with account editing permissions, then you can add a contact email address for your finance department in the 'My Account' tab under 'Primary Invoice Contact' or 'Secondary Invoice Contact'. This means they will receive a copy of the invoice on issue via email and all associated reminders

     

    Further questions

    If you have any further queries regarding payments, please contact our Subscription Helpdesk by email or by calling 44 (0)20 3006 6088.

    Last update: April 2016

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    ACCESSIBILITY

    Accessible design

    Our website uses colour combinations intended to provide sufficient contrast between background and foreground across the site.

     

    How can I change the text size and screen resolution?

    Depending on which web browser you are using, this can be done in the following ways:

    Alternatively you can change the resolution of your computer screen to make the entire screen display bigger or smaller. Depending on which sort of computer you are using, this can be done in the following ways:

     

    How can I improve the use of my mouse to navigate the website?

    If you are using a Microsoft Windows computer, you can change a number of control options on your mouse, including the speed of the pointer or the wheel, how quickly you need to double-click, and swapping the buttons for left and right handed use.

    To change your mouse options click the Start button in the bottom left of your screen and select Control Panel > Mouse.

    If you are using an Apple Macintosh computer, please visit the Apple Accessibility website for more information on how to change your settings.

     

    How can I use my keyboard to navigate the website?

    Opinion is divided on whether access keys (keyboard shortcuts) help or hinder users when navigating a website. Until best practice on use of access keys emerges, we have chosen not to implement them on this website.

    However, it is still possible to navigate our website using your keyboard. This can be done using the following keys:

     

    How do I access PDFs on the website?

    If you are having trouble reading a PDF document on this website, Adobe offers a free online tool for converting PDF documents to HTML or text. To use the tool you will need to know the URL (web address) of the document you want to convert. This can be found in the browser address bar at the top of the screen and begins with http://

     

    Further information

    The BBC's 'My Web, My Way' website is a useful resource for anyone who has difficulty browsing the internet. The site explains the many ways you can change your browser, computer, keyboard and mouse settings to make the web more accessible to you.

     

    Contact us

    If you experience problems accessing any of the information on our site, please contact our Web Team at web.digitalresources@jisc.ac.uk and we will try our best to fix the problem or provide the information in an alternative format.

     

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