Support Centre
Support for authors, clients and partners
One place to reach the right desk: accounts, manuscripts, publishing questions, payments, technical problems, abuse and copyright reports.
Introduction
Reach a person, not a queue
Support requests are read by the team that owns the subject. Account and technical issues go to the platform team, manuscript questions to editorial, payment questions to the business desk. Routing them correctly at the start is the fastest thing you can do.
We answer within ten working days and usually far sooner. Reports of abuse, impersonation or copyright infringement are prioritised and reviewed the same week.
If you have an account, signing in before contacting us lets us see your projects and submissions and saves an exchange of messages.
Before you write
- Check the FAQ, it answers most publishing and process questions
- Include your account email so we can find your records
- For technical issues, tell us the page, device and browser
- For payment queries, include the invoice or statement reference
- For copyright reports, include the URL and the work infringed
What we do
What support covers
01
Account assistance
Sign-in problems, email verification, password resets, profile changes and account deletion requests.
02
Technical assistance
Uploads that fail, pages that error, documents that will not open, notifications that do not arrive.
03
Publishing assistance
Questions about process, schedules, formats, metadata and where a project currently stands.
04
Manuscript assistance
Submission problems, file format questions and status queries on work already with the editorial desk.
05
Payment and invoicing
Invoices, statements, royalty reports and payment method questions.
06
Reporting abuse or infringement
Community conduct reports, impersonation, fraudulent sites and copyright complaints.
How it works
What happens after you write
Immediately
Acknowledgement
You receive a confirmation that the message reached us, with the desk it was routed to.
Within ten working days
First substantive reply
A person who can actually resolve the issue responds. Urgent safety and copyright reports are handled sooner.
While open
Tracking
Account holders can follow the exchange inside the client portal rather than searching their inbox.
On resolution
Close and record
We confirm the outcome in writing. Reports that led to action are logged for audit purposes.
In practice
Escalation and priority
Safety and abuse first
Reports involving harassment, threats or impersonation are reviewed ahead of everything else in the queue.
Copyright complaints
Infringement reports are assessed against our published takedown process and answered with a decision, not a holding message.
Live project issues
Anything blocking a scheduled publication, recording or delivery date is escalated to the responsible producer.
Everything else
Handled in order of receipt, with a target of ten working days for a substantive reply.
What you can rely on
How we handle your request
Your data stays minimal
We ask only for what is needed to resolve the issue and keep support records no longer than necessary.
No support upselling
A support request is not a sales opportunity. You will not be pitched services because you asked for help.
Manuscripts stay private
Support staff see submission metadata; manuscript contents remain restricted to the editorial team assigned.
You can escalate
If a reply does not resolve the issue, say so and it goes to a senior member of the team.
Questions
Questions we are asked
How do I delete my account and data?
Send a deletion request from the account email address. We confirm what will be removed, then delete within thirty days, retaining only records we are legally required to keep.
I never received my verification email.
Check the spam folder first, then request a new link from the verification page. If it still does not arrive, write to us with the exact address you registered.
Can you tell me where my manuscript is in the queue?
Yes. The client portal shows current status, and the editorial desk can give you an expected date.
How do I report a site impersonating Meridian Press?
Use the security and copyright route below with the URL. We investigate and, where appropriate, pursue takedown.
Get in touch
Contact support
Choose the desk, describe what is happening, and include any reference numbers. We reply to the address you give here.
Prefer email? Write to the main desk or read the trust and transparency centre first.