Support
Talk to a person
Locus is small, so there is one address and no ticket queue. Write about anything below and a person reads it.
What are you writing about?
Something is not working
A paper that will not open, a feature that fails, anything that looks wrong.
Tell us the paper’s DOI or title, what you were doing, and which browser. A screenshot settles most of it in one message.
Billing and plans
Upgrades, downgrades, receipts, refunds, or a charge you do not recognise.
Write from the address on the account. You can also change the plan or card yourself from Billing in Settings.
Your data and privacy
A copy of what we hold, a correction, a deletion, or any other data right.
Say which right you are exercising. We answer these within 30 days, and usually far sooner.
Security
A vulnerability, an exposed endpoint, or anything that looks like a way in.
Send it before disclosing it publicly and we will work with you on a fix and a timeline. We will not pursue anyone who reports in good faith.
Browser extension
A publisher it does not recognise, an install that will not stick, a paper it refuses.
Tell us the browser and the article URL. If the popup showed an error, quote it exactly.
Word add-in
Installing it, citations it formats oddly, or a document it will not read.
Tell us your Word version and whether you are on Windows, Mac or the web.
Before you write
Some answers are already written down, and these are the pages people ask about most.
For a formal data protection request that needs a postal address, ask and we will provide one.