Technical support services
Have a question on HighWire’s Identity, Hosting Commerce or Analytics solutions? Submit a query if you are a HighWire publisher and have an issue or question for our technical team.
We’re here to help you. Use the links below to access technical support
Standard hours of operation for HighWire Support services are as follows:
*Coverage for regional holidays is limited to Critical issues only.
It is not possible to change your subscription email address (s) through your portal account. To change this information please login to your journal subscription admin account and make the changes there, after an overnight update these changes should appear in your portal account.
You can update / change your portal email address(s) at the following link.
Note: Before removing any email address from your portal account please ensure you have updated all subscriptions linked to that email address (see question on “How do I update my subscription email address(s)?”).
When associating your titles at: http://highwire.stanford.edu/cgi/changesubs For Step 2. please ensure you are using your subscription username / password and NOT your portal login credentials.
Note: If you do not know the username / password to your subscription account please request an update using the feedback form on the journal site. For multiple titles under one publisher (e.g. BMJ) you are only required to make one request as the same username / password will apply to all titles for that publisher.
You can update / manage your IP address(s) through the portal at: http://highwire.stanford.edu/cgi/ipadmin Before you begin, please read the IP Management Overview page at http://highwire.stanford.edu/help/subadmin/overview.dtl.
Note: Once you manage your IP addresses via the HighWire site for a particular subscription, you will no longer be able to manage IPs for that subscription from the journal sites. Any future changes must be made from the HighWire site. Also, some publishers require that you manage IP addresses directly through their sites rather than through HighWire, such as American Society for Microbiology and Company of Biologists journals.
You can update / manage your OpenURL configuration at: http://highwire.stanford.edu/cgi/openurladmin
Note: You must associate your subscription titles to your portal account for the OpenURL to appear on the journal site (s). See http://highwire.stanford.edu/cgi/changesubs on how to associate your subscriptions.
You can update / manage your institutional images at: http://highwire.stanford.edu/cgi/imageadmin
Note: You must associate your subscription titles to your portal account for the images to appear on the journal site (s). See http://highwire.stanford.edu/cgi/changesubs on how to associate your subscriptions.
You can update / manage your Shibboleth profiles at: http://highwire.stanford.edu/cgi/shibadmin
Note: You must associate your subscription titles to your portal account. See http://highwire.stanford.edu/cgi/changesubs on how to associate your subscriptions.
Only titles administered by the email addresses registered to your HighWire account will appear in your reports run from the HighWire site.
You can obtain the usage in one of three ways:
1. Visit the subscriptions page on the journal site and view the usage reports by signing in with the administrator username and password.
2. If the email address in the subscription is no longer accurate, you can change the email address to the one used on your HighWire account (see question on “How do I update my subscription email address(s)?”). After an overnight update, title(s) will then appear in your HighWire tools (in the list of titles you administer at: http://highwire.stanford.edu/cgi/instadmininfo?show=related and in your usage reports at: http://highwire.stanford.edu/cgi/instadmininfo?show=rptMenu ).
3. Add the email address listed in the subscription to your HighWire account at: http://highwire.stanford.edu/cgi/changeemail. (Please confirm with any current colleagues before adding their email addresses. If you add their addresses, they will not be able to create HighWire accounts of their own with those addresses.)
You can set up your SUSHI feeds by following the instructions at: http://sushi.highwire.org/ For your Customer ID, please ensure you use the primary email address associated with your HighWire Portal account , followed by “|”, and then your portal password. For example, “firstname.lastname@example.org|sla2rty3”.
If you are unable to find terms and conditions for a specific publisher, please use the feedback form on the publisher site — this will direct your query to the relevant publisher resource