Need Help?

Here are a few tips and tricks you might try: 

1. Confirm which version of RefWorks you are using. We currently offer the option of using the old version of RefWorks, or the new version. The versions are separate and the logins are different. For more information, click here.

2. Double check that you activated your RefWorks account by clicking on the link that was sent to your mymail.ciis.edu email account when you signed up. If you forgot to click on the link, your account is not yet active. 

3. If this does not work:

• Try logging in from a private/incognito window.
• Clear your browser's cache/cookies: https://www.pcmag.com/article/333441/how-to-clear-your-cache-on-any-browser, close and restart the browser.
• Disable pop-up blocker
• Check to see if your browser is up to date. When the browser is not up to date, it can cause compatibility issues.
• Try a different browser. If you are using Chrome, try Firefox and vice versa. These are our recommended browsers for library resources. If you are on a Mac, please use the Firefox browser.

3. Have you checked out our RefWorks libguide? It provides instructions on how to create an account in the new RefWorks and gives helpful information on which browsers work best. Check that you followed all the instructions correctly.
4. If all else fails, reach out to RefWorks customer support by phone (1-800-521-0600 ext. 74440) or email (refworks.support@exlibrisgroup.com). In our experience, they are incredibly responsive and helpful.