Signing in and accounts
I didn’t receive my verification or reset code
Check your Junk or Spam folder first, because automated emails often land there. Then check that you typed the right address. Wait a minute, then ask for a new code. Each code works once and expires after 10 minutes.
My code is rejected
Make sure you are using the newest code, for the right purpose (sign-up, reset or email change). Request a fresh one rather than retrying an old code.
The wrong account opens in another tab
Tabs in the same browser share one sign-in. Sign out first, or use a separate browser profile for each account.
My email change hasn’t finished
You need to enter both codes — the one sent to your current address and the one sent to your new address.
My authenticator code doesn’t work
Check your phone’s clock is set automatically, make sure you chose the right authenticator, and use a fresh code. Use your backup authenticator if you have one; otherwise contact the administrator.
My invitation link has expired
Ask the administrator to resend your invitation.
Submitting
I can’t move to the next step
Read the messages under each field. The usual causes are a missing title page, incomplete author details, too few keywords, or unanswered declarations.
My file won’t upload
Check the file really is .docx or .pdf and is under the size limit shown. Renaming a file does not change its format.
The Word import missed something
Import reads plain text only. Type or correct the details yourself. PDFs are never imported automatically.
It says my draft is out of date
The draft is open in another tab. Copy any unsaved text, close the other tab, reload, and add your change again.
I uploaded my revision but it still says revision requested
Complete the response and declaration, then choose Submit revision. Uploading alone does not send it.
Editorial work
I can’t see a new paper
The editor-in-chief must assign it to you first. Also check you are signed in to your editor account.
As administrator I can’t make decisions
That is by design. Administration and editorial roles are separate; ask the editor-in-chief.
The recommendation button is disabled
Check that enough reports are recorded, a recommendation is selected and the summary is written.
Publishing is blocked
Every article must be finalised: set the publication date, pages and DOI, approve the proof, then choose Finalise. Or remove the unfinished paper from the issue.
An article has no Finalise button
Its row says what is missing instead: page numbers, the DOI, an approved proof or the issue’s publication date.
A DOI doesn’t work
Check it was registered with Zenodo or your DOI service and typed correctly. The portal does not register DOIs.
Reviewing
My review link shows “not found”
The link may have expired, the review may be closed, or links may be switched off. Contact the handling editor — do not use someone else’s link.
I submitted my review and need to change it
Submitted reviews are locked. Email the handling editor with your correction.
Still stuck?
For questions about a manuscript, use Message the editorial office on the paper or the contact page, and quote the manuscript ID. For accounts, invitations or permissions, contact the administrator.