Journal Home One Customer FAQs

Publications and full-texts

Q: Where does the publication and journal data for Journal Home One come from, and how often is it updated?

A: All publication and journal metadata linked to your Journal Home One subscription is sourced from Crossref. To keep the information accurate and up to date, we run automated data synchronization every 24 hours. This means that corrections, updates, and newly available content from Crossref are typically reflected on ResearchGate within a day.

Q: Why are some of our journal’s publications not on ResearchGate or not linked to our journal, even though they appear in Crossref?

A: We create publication pages for all articles we find via Crossref, and link them to journals based on the corresponding ISSN information in Crossref. However, we are only able to create publication pages for articles and link them to the correct journals if the Crossref record includes:

• A DOI

• A valid title

• Author data

• ISSNs

If some publications are missing from your journal profile, one or more of these fields are likely incomplete or missing in Crossref. After you update the metadata in Crossref, we’ll automatically update the corresponding publication pages during the next sync – typically within 24 hours.

Q: Some publication metadata is incorrect. How can I update it?

A: All publication metadata is sourced via Crossref. If any publication metadata is incorrect or missing on ResearchGate, it is also likely to be inaccurate or missing in Crossref. Once you update your publication data in Crossref, we'll automatically update your publication pages on ResearchGate with the next Crossref sync. This usually takes up to 24 hours.

Q: Why don’t you have PDFs for all our journal publications?

A: We only ingest PDFs that we can reliably access through official publisher-provided links in Crossref. PDFs may be unavailable for a few reasons:

Restricted website access: Some publisher websites block automated crawling, which prevents us from retrieving PDFs directly. Many publishers with restricted sites instead provide direct PDF links via Crossref. When those links are available and accessible, we can import the PDFs directly.

Temporary server issues: In rare cases, a valid PDF link exists, but returns a server error (e.g., a 503 error) when we attempt to access it.

Q: A PDF has changed since it was first published online. Can I update the PDF directly from my journal admin space?

A: Yes. You can update PDFs at any time. Simply go to your Journal Admin Space and select the Publications tab. Then find the relevant publication, and click the Upload icon under Actions to replace the existing file with the updated version.

We’re also working on a new feature that will allow you to upload or update multiple files at once, making the process even faster and easier in the future.

Editors

Q: I can’t find an editor to add to our journal profile. What should I do?

A: This is most likely to happen when the editor isn’t a ResearchGate member, has a common name, or doesn’t have a profile picture. The editor doesn’t appear in the list of suggestions. Simply click “Can’t find an editor?” and enter their email address. This allows us to either:

• Find their ResearchGate profile if they have one, or

• Send them an invitation to join ResearchGate if they aren’t a member yet.

Once saved, the editor will still appear in your editors' list even if they are not yet a ResearchGate member.

Billing and payments

Q: What should I do if my card payment is declined?

A: Card payments can be declined for several reasons, including insufficient funds, expired cards, incorrect card details, or restrictions set by your bank (such as online or international payment blocks). In some cases, a bank’s fraud prevention systems may also decline a transaction automatically.

If you have confirmed that your card is not expired and that all card details were entered correctly, the issue is most likely on the bank’s side. We recommend contacting your bank or card issuer directly, as they can provide the exact reason for the decline and help resolve it.

Q: When will I receive my invoice?

A: Invoices are created within 24 hours of purchase. We’ll send your invoice via email to both your account email and the billing email address you provided during checkout. You can also download the invoice at any time from your journal admin area under Billing history.

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