EBSCO Support: Guidelines for Opening a Case
- Jessica Hartwigsen
- Christina Hennessey
When reaching out to EBSCO Support, it is helpful if you provide the following information. (If you don’t have an EBSCO account yet, scroll to the bottom of this page for instructions)
Steps taken that results in the error or issue including:
What database are you searching?
Where you started the search (EBSCO database link, EBSCO discovery service or other vendor discovery, etc.)?
What search was performed?
What record was trying to be accessed (title of the article/publication name and provide AN number from detailed display, if possible)?
If possible, provide test credentials so that we can test the issue as a user of your library.
Include screenshots of the error or issue is helpful as well.
Videos showing the steps taken are always welcome.
This is the ideal information for a faster resolution.
After logging into EBSCO Connect, there is a Live Chat option. Support is Monday through Friday, 9:00 a.m. to 5:00 p.m. ET.
Click on Live Chat button | Start Chat with Support |
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If you do not have an EBSCO account, go to EBSCO Support, choose Sign In, and you will have the option to ‘Request Account’. You will be prompted for your institution name (all CSU campuses are in the list, you might have to try a few different campus names to find yours), then add your name and email and an account will soon be delivered to your email. Then you can choose a password and start entering cases.