Frequently Asked Questions

Troubleshooting

Personal Account

I am having trouble creating a personal account.

An error may occur during account creation if you already have an account in SPIE’s database or if your username/password/security question/answer do not meet our requirements. Currently, these fields may contain any letter (capital or lowercase) or number, may be no shorter than five (5) characters, and may not include any symbols, including but not limited to - ' , ; _ ?). For assistance, please contact customerservice@spie.org.

I am having trouble signing in to my account.

Please note that SPIE Digital Library username and password are the same as your regular SPIE, SPIE.org, and MySPIE username and password. Make sure you are signing in using your SPIE credentials. For assistance, please contact SPIE Digital Library Customer Support..

I forgot my SPIE password.

Click on “Forgot Your Password” link on the sign in page and follow the password reset instructions.

Individual Subscription and Downloads

What should I do if my subscription and/or downloads are missing from my account and I am unable to download content?

Please make sure you are signed in to your personal account on the SPIE Digital Library. Click My Account in the black ribbon at the top of the page next to your name. Then click My Downloads and/or My Subscriptions. If you see no downloads/subscriptions in your account, please try signing out and then signing back in to your personal account. If this does not work, please contact SPIE Digital Library Customer Support.

I am individual subscriber with a personal account and an active subscription/downloads but I cannot download any papers. I receive a purchase or log in prompt.

  1. Make sure you are signed in to your personal account on the SPIE Digital Library. Once successfully signed in, you should see your name in the black ribbon at the top of any SPIE Digital Library page.
  2. Do you see active downloads or subscriptions in your account? To check, click My Account and then My Downloads/My Subscriptions.
    • Yes. Please check the expiration date for your subscription. If your subscription is current and you are unable to successfully use your subscription, please contact SPIE Digital Library Customer Support.
      No. If you think you should have an active subscription/downloads, please sign out of and sign back into your account. This should resolve the problem. If this does not work, please contact SPIE Digital Library Customer Support.

Why does my recently renewed membership/subscription not show up in my account?

It may be that you renewed your membership early, before the expiration of your current membership. Your renewed subscription will not show up in your account until your current subscription expires. Membership and membership benefits are on a 12 month cycle.

Let’s say your current membership expires in August 2014 and you renewed your membership for 2015 early, in May 2014. This means your next set of ten (10) downloads along with a renewed Journal subscription will be activated and visible in your account in August 2014.

Institutional Subscription

My organization has an institutional subscription, but I am unable to access the SPIE Digital Library content.

  1. Do you see your institution’s name in the black ribbon at the top of the page?
    • Yes. Clear cache/cookies. Close the browser. Reopen the browser and navigate back to the SPIE Digital Library. You may also want to try using a different browser. If this does not resolve the problem, please contact SPIE Digital Library Customer Support.
    • No. You may be accessing the site from an IP address that is currently not registered under your institution’s account in our system. Please click on www.whatsmyip.org, and send the IP address to SPIE Digital Library Customer Support with your message.
  2. Check if you are able to download other content. The problem may be with a particular paper. If you are able to open other papers, the issue may be content related rather than access related. Please report this to SPIE Digital Library Customer Support and we will do our best to correct the problem as quickly as possible.
  3. Confirm with your librarian that your institution has an active subscription to the SPIE Digital Library.

When I click the PDF for an article, I get a message saying: “To help protect your security Internet Explorer blocked this site from downloading files to your computer.”

A pop-up blocker may be stopping you from downloading papers from the Digital Library. Please turn the blocker off or add the Digital Library to the exceptions list and try downloading again.

Administrative Dashboard

I forgot my SiteMaster password but remember my username.

Click “Forgot Your Password” and follow the instructions to retrieve your password.

I remember my SiteMaster password but forgot my username.

Please contact SPIE Digital Library Customer Support.

I remember neither my SiteMaster username nor my password.

Please contact SPIE Digital Library Customer Support.

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