Troubleshooting
This page provides additional information to help you with commonly experienced problems when creating an account or submitting a manuscript. We hope this information is helpful.
I keep getting an error for my ORCID number, but I know it is correct.
Based on our experience with others, the problem is not the number but some difference in how you entered your name in our system vs your name in the ORCID system.
Please make sure that your first, middle, and last name is EXACTLY the same in both systems (including spaces, punctuation, and special characters). Our system verifies the number on our system with the number in theirs by number and name.
The number should be entered as it is in ORCID, without the link (https://orcid.org).
Why aren't my keywords detected?
Please make sure you used a coma (,) to separate keywords from each other. Any other punctuation will be considered to be part of the keyword.
I cannot access the submitted paper | I did not receive confirmation of submission
This problem usually occurs when the SUBMITTING author is not the CORRESPONDING author.
If, before submitting the manuscript, you changed the Corresponding Author to someone else, the manuscript submission system automatically switches the account to their name, and assigns that person their own username and password. As a result, the confirmation email will be sent to the Corresponding Author and NOT the Submitting Author.
After submission, all communications will be directed to the corresponding author. You should contact them for more information about the manuscript's status.