Frequently Asked Questions


I can't login with my portal password

Our answer:

If you are automatically directed to a page asking you to sign in with an OpenAthens account, please open a different internet browser and try again. Alternatively, clear the cookies in your browser. When you try to log into the Online Library again, you should then be taken to a page with the option to choose 'University of London Online Library (Distance Learning)'. The Why am I being asked to login with an OpenAthens account? FAQ has more information.


If you see an error message Incorrect Username or Password. Please try again. and you can log into the Portal and VLE with the same username and password, please try the following:

  • Check the How do I login? FAQ and the login guides to make sure that you are on the right page 
  • Reset your Portal password by clicking on the link underneath Forgot password? on the Portal sign in page
  • Try logging in while using a different internet browser
  • If you use a tool that remembers your passwords, try entering it manually


If you see an error message This service requires cookies when you try to login with your portal password, you need to enable cookies. How you do this depends on which internet browser you use. 


To enable cookies in Google Chrome, please follow these steps:

1) Click on the 3 dots in the top right corner of the screen

2) Click 'Settings'

3) Scroll to the bottom and click 'Advanced'

4) Under ‘Privacy and security’ click 'Content settings' and then 'Cookies'

5) Click on the slider next to ‘Allow sites to save and read data’


To enable cookies in Firefox, please follow these steps:

1) Click the menu button (the three horizontal lines in the top right corner)

2) Click ‘Options’

3) Click ‘Privacy’

4) Click on the drop-down menu under ‘History’ and select ‘Use custom settings for history’

5) Tick the box next to ‘Accept cookies from sites’


To enable cookies in Internet Explorer, please follow these steps:

1) Click on 'Tools' in the top right corner

2) Click ‘Internet options’

3) Click on the ‘Privacy’ tab

4) Drag the slider to the ‘Low’ setting

5) Click ‘OK’


To enable cookies in Safari, please follow these steps:

1) Click ‘Safari’ in the top left corner of the screen and then ‘Preferences’

2) Click ‘Privacy’

3) Click the circle next to ‘Allow from websites I visit’


If the above steps do not work, or if you only want to allow cookies from the Online Library, then change your browser settings to allow cookies from this URL:

If you continue to have problems, please contact us.