Frequently asked questions

Do I need to keep any of my Information Gateway account info safe for future use?

Yes. In order to log in and use our licensed software, you need to remember your registered email, password and account ID.

I can't remember what email I registered for my account on Information Gateway. What should I do?

If trying possible emails does not help, contact us by email and provide as much info as possible, including your account ID, name and company. With this info, we may be able to find your account and help you.

I get an error when I try to run software. Should I apply for a new account?

No. Pay attention to the message you get, then use our support pages and this FAQ to learn what you need to do to solve the issue. Use the functions provided within Information Gateway to handle some issues or simply provide correct information when using the software.

I have lost or can't remember my password for my account on Information Gateway. What should I do?

As long as you know what email you have registered with your Information Gateway account, you can reset your password here.

I have not used any software or visited Information Gateway for a long time. Why does it no longer work?

As stated in our terms, accounts that are not actively used for a long period and old accounts not activated since we went live on 2018-04-23, will be marked as inactive and later anonymized. Users with inactive accounts are not able to log in to Information Gateway, nor able to run any software. If your account is in this state, please contact us. If your account has been anonymized, you need to apply for a new account, since all personal data is erased and the account is no longer usable.

If I reset or change my password, do I need to reactivate all licensed software?

Yes.

My email does not work when I try to log in or reset my password on Information Gateway

You need to make sure you are using the email you have registered with your Information Gateway account. If you have an old account, you need to find out which email you used, since you may have changed your work or private email since then. If you did not receive an email with a reset link when trying to reset your password, you most likely did not provide the correct email.

My ID or password does not work when I try to run or activate software

You need to make sure you are using the correct password with your Information Gateway account. If you have reset your password, you need to use the new one. You also need to use your correct account ID. Make sure you read our license protection support page as well, since the issue may be something other than this.

My password does not work when I try to log in to Information Gateway

You need to make sure you are using the correct password with your Information Gateway account. Have you changed or reset your password recently?

My registered email for my account on Information Gateway is no longer usable. What should I do?

If you know your registered email, it is still possible to log in using that email. When logged in, you need to update your email to a valid email. Having an invalid email registered will prevent you from resetting your password and get information from us.

Where do I find my account ID for Information Gateway?

If you got an account from 2018-04-23 or later, you can find your account ID in the email you got when we accepted your account request. You can also see it on your details page when logged in on Information Gateway.