Help

Using help

We've put together a number of pages that will provide you with help, advice, and tips to help you get the most from your subscription to Law Trove. Use the navigation on the left to take you where you need to go.

You can access these help pages at any time by clicking the Help link at the top of any page.

You may find the answer to your problem on our list of frequently asked questions.

For technical support, access issues and troubleshooting you can contact our customer support team by email onlinesubscriptions@oup.com or telephone: 01865 353705

Other resources

A number of other resources offering help are available:

Take a tour: where you'll find a downloadable Getting Started booklet showing some of the main functionality the site has to offer, as well as a video presentation that gives a brief walk through of Law Trove.

Contact Us: how to contact Oxford University Press directly regarding your access.

FAQs: frequently asked questions about using Law Trove.

Subscriber Services: more information on subscribing to Law Trove.

Troubleshooting

Symptom Possible solution
I’m having problems redeeming my access token.

Check that you have entered the code correctly.
Access codes can only redeemed once, and cannot be shared.
Email accesstokens@oup.com with details of the issue you are experiencing – please include the name of your institution, how you were given your code, and the access code in your email.

Visit the access code page for more advice.

I registered and now can’t sign into my account. Check you entered your username and password correctly – they are case sensitive.
If you have forgotten your password, click on the 'Forgotten your password?' link under the sign in box to get an automated reminder.
Make sure you entered your details in the sign in box rather than the personal profile box.
Clear your cache.
Are you logged in on a different device? You can only have one live log on at a time. Wait half an hour for the system to reset itself before you try again.
Email onlinesubscriptions@oup.com with details of the issue – include the name of your institution, whether you bought access or were provided with a code, and the log on details you can remember.
I’m having trouble accessing the website.

Check that you are connected to the internet.
See a list of recommended browsers and settings, the technical section of the FAQ page.

A title I want to access has a red padlock icon next to it. The red padlock icon indicates that a title is not available under your subscription.
If you think you should have access, check the Sign In box to see if you are logged in.
If you would like access to a title, find out about purchasing a collection online.
How do I see all the titles in my subject collection? Click on the ‘Unlock the titles in your subscription’ link on the homepage, or select the green unlocked padlock under ‘By Availability’. This remains “sticky” for the duration of your session.
No results were returned when I selected a subject. Make sure the markers under ‘By Availability’ are not checked.  If you do not have access to content in a particular subject, nothing will be displayed if only 'Unlocked' is selected.
I can’t save a new annotation on my smartphone. New annotations cannot be saved on a smartphone. You can still edit and view existing annotations.

If you've encountered a problem and found a solution, or just want to share some advice please let us know so we can add it to the troubleshooting table, or help pages.