In the password-protected ProQuest Support Center, authenticated users can:
Access user guides, common questions, video tutorials and support documents are accessible using two paths:
Refine Search to sort by product, document type (for example, policies), and/or I need help with (for example, administration).
Click the Follow Me link displayed on the left side of every article to receive article updates and service releases. To see which articles you are following, see the Notifications section on the My Profile page (your name at the top-right).
Bookmark an article by using the Get link on the left side of every article:
Copying and pasting the Get link URL will display the article-specific URL in the browser address bar.
Submit a support request by clicking on Submit a Case (link available at the top and bottom of the page).
On the Submit a Case screen, please select the platform relating to your inquiry. The form will then populate products related to the platform chosen. After selecting the platform and product you will need to select the appropriate category for your inquiry.
Registering for case management access empowers librarians and administrators to submit and track cases, plus find answers about ProQuest products and services at any time.
If you are a librarian or administrator and don’t already have a ProQuest Support Center login, sign up for an account, and you will receive a confirmation to begin access your access.
You can access current and prior cases through the My Cases page, or through the Notifications section on the My Profile page (your name at the top-right).
By default, cases that you have submitted are displayed, but you can also view cases submitted from all contacts associated with your institution.
When viewing a case, if there is a need to contact the Support team you can use the New Comment button shown below. The response you receive will be via email. Additional communication options include contacting us via the email you received about the case, or contacting us via phone.
You also have the option to “follow” a case via the Follow Me button at the top-right of the Case. If you follow a case, you will receive email notification when the case status changes or if the Support team adds a note for you to review.
What happens after I submit a case?
Your case will be assigned to a Support Team member based on the nature of your question and the service and category to which you assign it.
You will receive an initial acknowledgement of receipt. Then, you will receive either a resolution or a communication from a Support Team member within 48 hours. You will be able to check on status, or update it if necessary, from the My Cases page in the Support Center.
Can I call in my support requests?
You can contact support by phone. See phone list here.
When you call, we will log your request in a case and you will be able to check on status, or update it if necessary, from the My Cases page in the Support Center.
Can I email my support requests?
You can email support by going to Contact ProQuest Product Support. You'll be requested to enter the platform and product so that we can direct your email to the correct product support team.
Your email will generate a case and you will be able to check on status, or update it if necessary, from the My Cases page in the Support Center.