Order confirmation email not received
If you made a purchase of either an article or subscription online but did not receive a confirmation email, please submit a query to our Online Service team via our webform here. If you would rather email or phone them, their contact information is available here.
By providing us with the details listed below, it will help us investigate the problem and ensure your query is resolved quickly:
- Email address - this should be the one that was used for the transaction.
- Order number - this will have been displayed during the web order process.
- Your full name.
- Name of the card holder - if different.
- Date of the order
- Title of Journal/Article that you were ordering
Details missing from order confirmation email
If you have recently purchased a subscription to one of the Nature journals online you should receive a confirmation email which states: subscription length, the journal name you subscribed to and the mailing address for the subscription. It should also include your Customer ID number which, if associated to your account, can be used to locate your subscription details via your My Account.
If any of those details are missing from your confirmation email please submit a query to our Online Service team via our webform here. Please state what is missing and we will amend our records accordingly. If you would rather email or phone them, their contact information is Contact Customer Support.
Please note that we have known occasions where PayPal orders have not been fully gathered on our system. This means you may not be able to see a PayPal purchased subscription on your account. Please provide your PayPal reference number and the journal that you wish to subscribe to and email [email protected] so we can complete your order.
When contacting us, please include the confirmation email to enable our Subscriptions Team to clarify exactly what is missing and to help us locate your order more efficiently.
Important: For security reasons, credit card numbers cannot be accepted via email. Please do not submit credit card numbers in this manner.