How Can We Help?
Having trouble logging into the Pure Client Community to access support cases and user groupsHaving trouble logging into the Pure Client Community to access support cases and user groups
In order to have access to this portal, you need to have been enabled for that. For all Pure Administrators who had access to the Pure Support Jira system prior to November 24th 2023, your account has been migrated and you should be able log in.
However, please note that your username and password for Jira are not necessarily valid anymore. Because – for Pure Client Community – we use the Elsevier ID+ signon system. So, for you this can mean two things:
- If you are already using an ID+ account to sign into various Elsevier services, you simple use the same information to sign in to Pure client community
- If you do not already have an Elsevier ID+ account, you simple create one first time you try to login in
The username is your work email address.
If you are new to Pure Support, you need to ask one of the current Pure Administrators at your institution to reach out to us to get your access enabled.
FAQ
Are you still having issues logging in?
There may be a number of cases, where login does not work. Here are some examples and how to handle:
I am trying to log in using my old Pure Jira login
You cannot use your old login. You have to use your existing Elsevier ID+ account or create one if you do not already have one
It still does not work, what do I do?
There is a number of things you can try:
- Make sure you use a fresh browser. We recommend you try Google Chrome and make sure that cookies and cache has been cleaned. Please follow this guide: https://support.google.com/accounts/answer/32050?hl=en&co=GENIE.Platform%3DDesktop
- Can you log in from a mobile phone or a computer not using on your work network?
- When at the login screen, can you please try "Try another account" and then the "Sign in via your organization"?
- If still failing, please note/screenshot the content of your browser address line and give us, as this may help troubleshoot
While we are working with you to make your login work, you can still get support from us, no problem!
Just email your support question/request to pure-support@elsevier.com and we’ll help you over email until the time when you login is working as intended.
Written by Claus Poulsen on December 13, 2023
Updated at December 13, 2023