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Technical Support

Contact us for assistance on technical issues with your Gale products. Technical support is available around the clock from our U.S.-based team.

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Technical FAQ

General Access and URLs Gale Admin and Account Settings

What is my Location ID and where can I find this?

A Gale Location ID can be associated to a User Name and is how Gale identifies your account. It can be found in your Gale URLs, visiting our Location Finder or by contacting Technical Support.

URL Examples:

I do not know who my Rep or Customer Success Manager is. How do I find this?

Your Customer Success Manager contact information is listed when logging in to the Support Site with your Location ID.

You can find your Sales Rep by visiting our Rep Finder site.

I am having trouble logging in to my account at https://www.gale.com/.

The Gale.com site is an ecommerce/purchase portal for customers. Site access is maintained by Customer Service. If you are having trouble logging in or have questions about products or services, you can contact Customer Service:

Phone: 1-800-877-4253 TOLL-FREE, option 3

  • Monday through Friday 8 a.m. – 7 p.m. EST

Email: gale.customerservice@cengage.com 

Where can I download MARC records for my ebooks and databases?

You can visit our Marc Record site to download MARC records for your resources and ebooks. Sign in with your Location ID at the top right to access your current list of MARC records for everything from Products, eBooks, Thorndike, Archives Unbound and eDirectories.

Some databases show a ‘Reading Difficulty’. What do the different reading difficulties mean?

There are three reading difficulties:

  • Basic: Green circle. A good overview for any researcher beginning a new project.
  • Intermediate: Yellow square. Builds on research or information provided at the basic level. Intermediate is designed for more experienced researchers and the topics offer more detail.
  • Advanced: Red triangle. Provides research at a scholarly or professional level.

Where do I find a list of my current Gale URLs?

You can find a current list of access URLs for subscribed Gale resources at our Gale Products URL site. Sign in with your Location ID at the top right to access your current list.

My URLs/links have stopped working! Why?

This may be due to outdated or incorrect links. You can visit Gale Products URL and log in with your Location ID at the top right to get an updated/current list of access URLs.

I am getting an error message 'You are not authorized for this product'. Why?

This message is very specific and means the subscription to your database has expired. Please contact Technical Support for assistance. Most often, we can extend access until your Sales Team has been notified.

How do I add my proxy to Gale URLs?

These need to be added in two different locations:

How do I generate HTTPS links for my databases?

You will need to change your Support Site settings to generate HTTPS links. Log in to https://support.gale.com/settings/signin.php with your Gale Admin credentials and click on Authentication to make this change.

Where do I find my Gale Admin log in information?

If you do not know the current admin log in please contact Technical Support to confirm the User Name and Password.

I would like to add a Password or IP address/range to my account for authentication. Where can I do this?

Customers will need to log in to their Gale Admin to make these changes. Once logged in to the Gale Admin you can make the updates under the Location Authentication tab. You can also contact Technical Support to make the changes. Please include the Password or IP address/range as well as your account details when making the request.

I need all of my usage statistics. Where are my stats for Chilton, Testing and Education Reference Center, LegalForms or DemographicsNow?

These databases are considered 3rd Party and will not show up with normal usage statistics from the Gale Admin. Customers can be set up for monthly delivery of Third Party product statistics if desired. If you require past statistics, as well as to begin receiving these monthly, please contact Technical Support

I was recently advised Gale offers Single Sign On (SSO) options. How do I enable this?

Customers can manage their Authentication by logging in to the Gale Admin. Once logged in, you can access the Location Authentication tab and select Third Party. You can also contact Technical Support to assist in setting this up. Details on Gale SSO options can be viewed here.
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