Library reception desk with computer and seating with the sign Ask Me

Frequently asked questions (FAQs)

I can’t activate my OpenAthens account/I’ve lost the activation email

Please contact us so we can create a new activation code for you.

I’m trying to access a journal article but I can’t/I get error messages

If you are experiencing trouble accessing journal articles online, the following steps might help:

  • First, check if it is a journal that we are actually subscribed to. Please go to and select NELFT as your library (or Public health teams in Northeast London, Suffolk, & Thurrock if you are public health staff).
  • If we are not subscribed, but you would like to read the article, please send an article request to

If none of this works for you, please contact us and we will try to help. We do not have remote access to computers, so please describe your problem precisely or include a screenshot of the error message. To take a screenshot, press “print screen” (or Prt Scr) on your keyboard while the error message is on the screen, then open up a new email and press Ctrl+V.

I’ve forgotten my OpenAthens username and/or password

If you still know your password but have forgotten your username, try and use your e-mail address as your username. If this does not work, please contact us.

If you have forgotten your password, you can easily  reset your password on this page. Just enter the e-mail address you originally used to register with OpenAthens – in most cases, this will be your or address.

My OpenAthens account won't let me access the BNF and BNFC apps on my mobile device

The most common cause for this is that you have activated your NHS OpenAthens account, but you have not acecpted the OpenAthens terms and conditions. Please try the following:

If this does not resolve the issue,  please contact us.