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Drafting Agreements in the Biotechnology and Pharmaceutical Industries

This page contains solutions to the most frequent types of query we receive. Please check the list to see if your problem is listed so that you can resolve it as quickly as possible. If not, please see the final item for details on how to contact us for support.

I have lost my activation code - what can I do?
I have forgotten my username and password
My username and password do not work
I clicked on the verification link in the email you sent me, but nothing happened
I am unable to access the resource online
The page is not loading correctly
My question is not listed. I need further help

I have lost my activation code - what can I do?

Our customer support team will be able to issue a replacement activation code after verifying your subscription status. Please note: in order for us to verify your status, you must be able to provide proof of purchase. Please contact us to request a replacement code.

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Forgotten username and password

If you cannot remember your username and password, please use the password reminder function. Simply click on any of the password-protected resources and follow the 'forgotten your password?' link on the login page. Once you have entered the email address or username you signed up with, your username and password will be emailed to you automatically. If you have received your username and password and are still unable to log in, please see the section below.

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My username and password do not work

Please check that you have spelt everything correctly and that the caps lock is not on - your password is case-sensitive.  If you are still unable to log in and are certain that you are entering the correct details, it is likely that your account is not currently active and cannot be used to access the password-protected resources. This may be for one of the following reasons:

  • Has your access period expired? Customers who register an activation code for access to password-protected resources should note that access is for a fixed period of 16 months after activation. You can check when your access expires from your profile page.

  • Are you registered for this particular update version or edition? If you use more than one Law product with password-protected resources, then your account will initially only be valid for the resource you originally signed up for. You will need to register one activation code for each updated version, and you can register additional codes from your profile page.

  • Have you verified your account? When registering, you will have been sent an email containing a secure link. You must click on this link to complete the registration procedure and activate your account.

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I clicked on the verification link in the email you sent me, but nothing happened.

Please try the following:

  • Maximize the message in your email window to ensure that the link has not been de-activated by a line break, and then try clicking on the link once more;

  • Copy and paste the entire link into your browser's address bar.

If neither of these solutions work, please contact us.

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I am unable to access the resource online

If, for some reason, you are unable to access the online editable agreements and PDFs of the agreements and commentaries, please contact us for support.

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The page is not loading correctly

If the page is not loading correctly, there may be a temporary problem with the server. Please try refreshing the page. To ensure that you are loading the most recent version of the page, please refresh, on a Windows PC, by pressing the Ctrl+F5 keys together (on a Mac you should use Cmd + R). If the page still does not load correctly after refreshing, please contact us with the details of the page(s) you have been trying to access and when you were experiencing problems.

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My question is not listed. I need further help

If you are still experiencing problems, please contact us for support. We will aim to respond to your query within two working days.

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