Customer support

We’re here to help you. Use the links below to access technical support


Access to HighWire's customer portal

Raise and manage all your queries from one location.


  • For services and resources

    Multi-publisher subscription management tools specifically designed for library administrators. You can view your subscriptions, manage access configuration and run usage reports by logging to the HighWire portal.

    Log in
  • For general queries

    Have a question why not check our comprehensive FAQs? Before getting in touch refer to our FAQs page. If you still need to get in touch please raise a support query.

    Submit a query

Content services

Transform your digital services

Opening Hours

Standard hours of operation for HighWire Support services are as follows:
*Coverage for regional holidays is limited to Critical issues only.

  • Europe


    Hours (GMT) 0900 – 1800 : Monday – Friday Hours (PST) 0100 – 0900 : Monday – Friday

  • North America

    US and Canada

    Hours (GMT) 1800 – 0200 : Monday – Friday Hours (PST) 0900 – 1800 : Monday – Friday

HighWire portal administration

  • How do I update my subscription email address(s)?

  • How do I update / change my portal email address(s)?

  • I am trying to associate titles to my portal account but keep getting an error message when submitting my username / password.

HighWire portal advanced management

  • How do I update / manage IP address(s)?

  • How do I update / manage OpenURL configuration?

  • How do I update / manage my institutional images?

  • How do I update / manage my Shibboleth profiles?

HighWire portal usage reporting

  • I am trying to run off usage reports for our institution but I am not seeing usage for any / all titles we subscribe to. How do I get usage for all titles?

  • How do I set up SUSHI reporting?

Terms & conditions for HW-hosted content

  • It is our practice to enter Terms and Conditions for all our licensed content into our Library Management System to display to end users and Library Staff involved in Document Delivery services etc. We are most interested in T&Cs regarding re-use of content, i.e. printing, copying, downloading, hosting links to content, and using content in learning management and ereserve software.