Frequently Asked Questions
Q. I'm getting a message that says I have already paid for my documents. What should I do?
A. This error message can appear if a transaction is interrupted. Please make a note of the documents you would like, clear the Cookies and temporary files from your browser, and start the order again. We recommend that you delete all cookies from your computer, however please be aware that you may lose information relating to other webpages, such as items in your Amazon shopping basket.
To delete cookies in Internet Explorer
Select "Tools" from the top of the page
Click on "Internet Options"
Click on the "General" tab
Under "Temporary Internet Files", click "Delete Cookies" and "Delete Files" then Click "OK"
Close all browser windows and then start again
To delete cookies in Mozilla Firefox version 3
Select "Tools" from the top of the browser window
Select "Clear private data"
A menu will appear. Ensure all boxes on the menu are ticked
Select "Clear private data now"
Close all browser windows and then begin the order again
If you would like further advice on deleting cookies, please email DocumentsOnline@nationalarchives.gov.uk or visit the Help section of your browser provider's home page.
Q. Do I have to be registered online to use the system?
A. No, anyone can use the DocumentsOnline service.
Q. In what currency is my credit card billed?
A. We will bill you in £ (sterling) and your credit card company will carry out the conversion on the day they process the transaction.
Q. I'm having problems with my Click&Buy account/setting up a Click&Buy account.
A. Please visit the Click&Buy Help page.
Q. I've paid twice for the same document. Can I have a refund?
A. Complaints and applications for refunds should be addressed to DocumentsOnline@nationalarchives.gov.uk. You can read The National Archives refund policy in the help on payment.
Q. I don't have credit or debit card or a Click&Buy account. What happens now?
A. You may forward a sterling cheque to us, made payable to ‘The National Archives’ and send it to:
DocumentsOnline
The National Archives
Kew, Richmond
Surrey
TW9 4DU
United Kingdom
The fee remains the same. Please inform us of your email address so that we can email the document to you. In addition, please send the full catalogue references for each document you require.
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Downloading
When I downloaded my records, not everything was there - what
should I do?
Many documents are divided into more than one PDF file- check the download screen to see if you have downloaded everything. If you have not been able to download the items
you ordered, or if the document is incomplete, please contact us.
Q. I clicked on the link in the email I was sent but I can't access my image. Why?
A. You have 28 days from when you receive the email to download the images you have purchased. It is a good idea to save each image onto your computer, for future reference.
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Printing and viewing
Q. Can I print the document when I've downloaded it from DocumentsOnline?
A. You can print a document. However,
all the documents have been scanned in "size for size", meaning that
most of the originals are approximately A3 size and are best
printed on an A3 printer. Most documents are readable when printed
on an A4 printer, albeit slightly more condensed on the page. We advise
those wishing to print on an A4 printer to adjust their setting within
the print option in Adobe to enable the "shrink oversized pages to
paper size" and the "auto-rotate and centre pages".
Q. The image on the document is very poor. What happens now?
A. Contact us, and we will advise you, via email, whether the image should be re-filmed and/or re-scanned. If this is the case, it will take a minimum of 25 working days to complete the work. An email will be forwarded to you when the work is finished so that you can download the new file.
Q. I cannot read the text on the document. What do I do now?
A. We advise you to use the zoom facility (the Magnifying Glass icon) on Adobe Reader to enhance the screen image. If, after this, you are still having difficulties magnifying the image, please contact DocumentsOnline.
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Q. What is Athens?
A. Eduserv Athens is contracted by the Joint Information Systems Committee (JISC) to control access to web-based subscription services for UK further or higher education institutions. Athens authenticates and authorises users for access to online services such as DocumentsOnline.
Q. Can individuals or family history institutions subscribe?
A. No, Eduserv Athens is funded by the JISC to provide an Access Management Service for UK higher and further education. If you need further clarification about the eligibility of your institution please email the Athens Service Desk.
Q. How can I find out if my institution/university is a member of the JISC?
A.You can search for your institution/university in
Find Your Organisation. If it is listed you can sign in using the link at the left hand side of all DocumentsOnline pages.
Q. How do I subscribe and how much does it cost?
A. Applications must be made by a budget-holder in a UK further or higher education institution recognised by the JISC. Please go to the Athens website. The cost of the annual subscription depends on which the JISC band your institution falls under. To find out, please look at JISC banding.
Q. Do you offer a free trial?
A. Yes, we offer a free 30-day trial to accredited higher and further education institutions recognised by the JISC. Please see the Athens registration webpage for more details.
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Miscellaneous
What if I spot an indexing mistake?
If you spot a mistake you should contact us, providing details of the error, the catalogue reference, and the name of the person for which you were searching.
Q. Can the The National Archives search on behalf of a customer for information on a document?
A. The National Archives offers a paid search service for specific documents which we hold. Please contact us for the full cost of your particular search before sending any money. Additionally there is a list of independent researchers on the main National Archives website.
Q. I can't find what I'm looking for. Where now?
The National Archives' A to Z will direct you to birth, marriage and death certificates, plus census records and Wills after 1858.
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Help section 
