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Frequently Asked Questions

Troubleshooting

I have forgotten my password!
Go to this page, enter the working organisational email address you used to register with Covid19Research and you will be sent a new password.

I am having problems with my organisational email account but need to log in to Covid19Research. What should I do?
Use the Contact us form for technical support.


About Covid19Research

What is Covid19Research?
An repository offering online licensing of software and other copyright materials developed at UCL (University College London) and other research institutions.

What can I expect to find on Covid19Research?
Covid19Research currently contains software and other copyright materials relevant to fighting the SARS-Cov2 virus spread

What are the benefits of licensing through the Covid19Research platform?

  • Clearly stated licensing terms
  • Automated online approval process for licensing requests
  • Electronic download of digital products
  • Access to supplementary information (journal articles, manuals etc)

I am a scientist. Can I license my research on Covid19Research?
If you are a scientist who has developed tools that can be useful to other researchers (or industry) specifically tackling Covid-19, use the Contact us form.


Setting up an account

What do I need to start using Covid19Research?
To set up your account and expedite your first licence request, you will require a valid academic/institution/company address for setting up your Covid19Research account.

Several scientists in my department use Covid19Research to licence products. Can I use their account to make a one-off order?
No. For reasons of privacy and security, each order must be submitted through an individual’s own registered account.


Placing an order

I have checked out. What happens next?
Every request requires authorisation by the providing scientist and process time varies according to the product. You will be informed of the status of your order by email.

Where an order is approved by all parties you will be able to download the product files from the website.

Is it possible to place an order by phone?
No. All orders must be made online, through a registered Covid19Research account.

I am a scientist but am undertaking work for a commercial company. Can I use Covid19Research for orders relating to that work?
Yes. However, be sure to check that the licence you select is appropriate for a commercial rather than academic purpose.

Why can’t I get my order immediately?
All orders require a material transfer/licence agreement between all the parties involved in supplying and receiving a product under terms of a licence. This cannot happen instantaneously but is a controlled process under Covid19Research and should not take longer than a few days in ordinary circumstances. Many are completed on the same day.

 

Making changes to my order or account details

My email address has changed and now I no longer have access to the email address with which my Covid19Research account was registered. 
Please use the Contact us form providing your original details and a new email address.

How can I change the delivery address on my order?
Please go to My Details

I want to cancel my order. What do I do?
Please use the Contact us form to cancel an order.

 

My order

What should I do if I wish to use the requested product for other purposes in future?
Depending on the terms of the licence you applied for, you may need to submit a new order via Covid19Research to receive authorisation for the new use.

None of the licensing options that are available for the product I am interested in suit my purpose. What can I do?
Do not place an order at this stage. Please Contact us with your specific requirements.

How do I qualify for an academic licence?
You must register on Covid19Research with a valid academic or research institution email address in order to qualify for any academic licences offered on the relevant product page. You may use the licensed product only whilst at the institution through which you have registered and only for internal non-commercial research purposes (as will be more precisely defined in the specific licence terms).

Can I keep track of my order?
The status of your order is visible in My Orders


My Account

What is the difference between My Materials Requests and Other Materials Requests in My Account?
My Materials Requests lists products you have requested: all orders in progress and completed.
Other Materials Requests contains orders in which you have an administrative role, for example if you need to approve the request submitted by another scientist from your company/institution, or if you are the named providing scientist of the product offered on Covid19Research.


For shipped products

Can I have my order shipped abroad?
Yes. Ensure you have the correct destination submitted in My Details

Can I have my order shipped to an address which is different to the billing address? 
Yes. Fill out the shipping form during the checkout process or amend it in My Details

 

Declined requests

My request for a product has been declined. Why?
There are many reasons why an order may be declined. Common problems include:

  • Registering an account without a working organisational email address.
  • Requesting an academic licence without being qualified to do so.
  • Nominating representatives who are unable to authorise your request.

If your request has been declined by the Authorised Representative of your organisation, you are advised to contact the Authorised Representative with any queries.

My request for a product has been declined. Can I order another product?
Yes. Each order is assessed on a case-by-case basis.