[Eril-l] Submitting issues to EBSCO

Allyson Ota allyson at hawaii.edu
Thu Sep 17 10:15:21 PDT 2020

Hi Mandi,

I just discovered the change in support service yesterday, when I happened
to email our vendor to ask some general questions, and she asked if I'd
heard about the change in their support service. It might be best to call
them at 1-800-758-5995 since you haven't received a login. Sorry to hear
it's taking so long for your account to be created. It took about 2.5 hours
for me to get an email with information to access my account after
registering through their site. I hope you're able to get assistance soon!

For those of you who haven't heard, this is the link to the new EBSCO
Connect support page <https://connect.ebsco.com/s/?language=en_US>. I
clicked *Sign in*, then had to click the link to *Request Your Community
Account, *and filled out a form, then a ticket was opened and
account information was emailed later.

Kind regards,

On Thu, Sep 17, 2020 at 6:09 AM Mandi Schwarz <Mandi.Schwarz at unbc.ca> wrote:

> Hi folks,
> I attempted to submit a problem report to EBSCO yesterday morning about
> database connection issues, and was stymied by the new requirement to
> have an EBSCO Connect account in order to open a case
> <https://connect.ebsco.com/s/article/How-do-I-contact-EBSCO-Support?language=en_US>.
> This requirement was not communicated to us, despite multiple staff members
> here having various EBSCO accounts (EBSCOnet, EBSCOhost, EBSCO Admin, and
> EBSCO Collection Manager). I requested an EBSCO Connect account yesterday
> morning, and got a response 21 hours later informing me that my request has
> been forwarded to the appropriate department – so it has now been over 24
> hours and I still cannot submit a problem report. (I am incredibly
> frustrated.)
> Has anyone else found a contact form for EBSCO that does not require an
> account?
> And a heads up to everyone to create an account well in advance of needing
> to actually submit a problem.
> Thanks,
> Mandi
> Mandi Schwarz
> Library Technical Assistant – Electronic Resources | 250-960-6455 |
> Mandi.Schwarz at unbc.ca | she/her
> University of Northern British Columbia | 3333 University Way; Prince
> George, BC; V2N4Z9
> Proud member of CUPE3799
> *Gratefully acknowledging that we live and work in the unceded traditional
> territory of the Lheidli T’enneh.*
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Allyson Ota (s*he/her*)
Electronic Resources Coordinator
Kapiʻolani Community College​ ​Library
4303 Diamond Head Rd, Honolulu, HI 96816
allyson at hawaii.edu | 808.734.9254
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