Help and support

If you’re experiencing a problem with our website, app or printed magazine, or just have a question, you are in the right place. Please check through our frequently asked questions before contacting our support team. We’ve grouped our FAQs into topic areas to help you find what you need:

We also have dedicated sections for:

Accessing content on our website

I’ve forgotten my password, can you reset it?
On the sign in screen there is a ‘Forgotten password?’ link just below where you would enter your password. Click the link and you’ll receive an email with instructions on how to reset your password.

What are the benefits of registration?
First of all, it’s free. The primary benefit is access to more content than unregistered users (but there is still an upper limit). Registration also entitles you to:

  • comment on articles and engage with other readers in our community
  • receive tailored email content newsletters
  • personalise your website experience
  • be informed of our latest developments and take advantage of offers or exclusive content for registered users

I’ve registered but now I get messages telling me I can’t view any more content unless I subscribe. Why?
Registered users enjoy greatly enhanced access compared with unregistered users. However, there is still a limit. If you find that you regularly use up your ‘free views’ then it’s probably time to subscribe.  

Receipt and delivery of our printed magazine

My address has changed, how do I update your records?
After you have signed in, you can change your mailing address by going to the account settings screen within your profile. You can get there quickly by looking in the top-left of the screen (where your name should appear) and choosing account settings from the drop-down menu. Make sure you click ‘save changes’ at the bottom of the screen.

I don’t think I’ve received my print copy. What happens if I’ve missed an issue?
If your address details are correct, it’s possible that there’s been a problem with shipping. Please contact our support team and they will investigate this for you.

Downloading and using our app on your phone or tablet

What devices does your app support?
Currently we only support Apple and Android devices. 

Your app is part of my subscription package, how do I get it?
Our app is available from the App Store (Apple devices) and PlayStore (Android devices). First find and download the Chemistry World app on your device (it’s free to download) and then open the app. Once inside the app, look for the person icon in the top right of the screen (next to the cog). From there, choose the sign-in screen for ’Website subscriber’ and then enter the same email address and password that you use on this website. All the issues within the app should then become available for you to read or download.

I already purchased issues of your magazine, or a subscription, directly through the App Store or PlayStore. Can I get a refund or convert that to a direct subscription via your website?
If you have already made a purchase via the App Store or PlayStore then we are unable to refund you for that purchase if you subsequently buy an app subscription via our website. We aren’t able to deduct that cost from your subscription price either. Sorry. 

Payments and subscriptions

What payment methods do you accept?
We currently accept credit or debit cards provided by Visa, Mastercard, Maestro or American Express.

How do I confirm that my payment went through?
You’ll receive an email confirming your purchase. You can also go the Orders page in your profile to view and manage your subscriptions. If you had a problem during the purchase process, please contact our technical support team who can investigate this for you.

I want to buy a subscription for someone else, as a gift, can I do that?
Yes. A Chemistry World subscription makes a great gift for the chemist in your life! Just start the subscribe process and you’ll be given the option to gift the subscription to someone else.

Can I get a VAT/tax invoice for my purchase?
Yes. Please request a VAT/tax invoice via the technical support team and one will be issued to you.

Email newsletters and communications

How do I configure and receive email newsletters?
You must be registered to receive email newsletters. You can manage them via the Newsletters page in your profile. We offer daily, weekly and monthly newsletters. You can customise the weekly and monthly alerts by topic area.

I do not want to receive emails of any kind, ever. How do I make sure you do not contact me?
You can choose how we contact you in the communication preferences section of your account settings. If you no longer wish to receive newsletters, you can opt out via the Newsletters page in your profile. Please note that you will still receive transactional emails, for example order confirmations if you purchase a subscription.

Members of the Royal Society of Chemistry

I am a member, do I need to register or subscribe on this website to read Chemistry World?
No. Members are provided full access to our website and app. All you need to do is choose the ‘I am a member’ option on the sign in screen and enter your usual membership ID and password to gain access. The same credentials will also grant you complete access to issues within our app as well.

I can’t remember by membership ID and/or password. What do I do?
You can reset your password via the Royal Society of Chemistry website. Any changes you make to your ID or password will be available immediately on Chemistry World - so just come back to this website and sign in with your new credentials.

I need to update or change my details, eg my address or phone number, can I do that on the Chemistry World website?
No. Members should update their details via the membership area on the Royal Society of Chemistry website. Alternatively, members can contact our membership department.

People who access through their institution

My institution subscribes to Chemistry World. Do I need to register or subscribe?
If you are accessing Chemistry World from within a subscribing institution then you will not need to register or subscribe to enjoy complete access to our website. Many subscribing institutions have systems that authenticate and grant you access immediately and seemlessly but this usually only works when you are on the premises of the institution. You might find that when you’re at home, you no longer have complete access to our content.

For this reason we would recommend that you register with us and create your own account. With your own registered account you can comment on articles, sign up for content newsletters and enjoy enhanced access when you are away from your institution (but there is still a limit on the amount of content you can view for free). When you are at your institution, you can still sign in with your registered account to get the additional benefits of commenting and newsletters without affecting the complete subscriber access your institution has provided.

If you want to enjoy completely unlimited and unfettered access to Chemistry World wherever you are and whenever you like, including our app and print issues, then you can become a subscriber.

Journalists, press and media

If you are a journalist or work in media and you would like access to content on our website, please contact our editorial team.

 

Technical support

Contact technical support

Our technical support team is available between 09.00 to 17.00 GMT, Monday to Friday. We’ll reply to your email as quickly as we can. Please check the FAQs before submitting a request to technical support.

Sales

Contact the sales team

Our sales team can help with subscription enquiries on behalf of organisations like schools, universities and companies. You can also telephone +44 (0) 1223 432360.

If you want a subscription for yourself, or as a gift for someone else, you can subscribe today.

Editorial team

Contact the editorial team

The editorial team can answers questions relating to the articles we have published. Please note that the editorial team cannot assist you with any technical issues.

Comments and complaints

You can use this form to provide general feedback or make a complaint.