Wiley Customer Care: A Practical, Expert Guide to Getting Help Fast

What Wiley Customer Care Covers

Wiley Customer Care supports a broad range of products and services under the John Wiley & Sons umbrella (founded in 1807), including Wiley Online Library (journals and ebooks), WileyPLUS and Knewton Alta (courseware), book orders (print and digital), and permissions and licensing inquiries. Whether you are a student with an access code issue, a librarian setting up IP authentication, a researcher with a subscription problem, or an instructor adopting a textbook, the first stop is Wiley’s support portal.

Customer Care typically handles account access, order status, payment and invoicing questions, subscription activations/renewals, institutional access configuration (IP ranges, SSO), content errors (broken links, missing chapters), and platform issues (login loops, browser incompatibilities). Editorial matters (peer review timelines, production queries, article corrections) are routed through Wiley Author Services and journal editorial offices rather than Customer Care.

Contact Channels and Official Coordinates

Primary support portal

The fastest entry point is the Wiley Customer Support portal: https://support.wiley.com. You can search knowledge articles and submit a case 24/7. Expect an initial acknowledgement immediately and a human response typically within 1–2 business days, depending on region and workload. When you submit a case, choose the product area (e.g., Wiley Online Library, WileyPLUS, Orders & Shipping) to ensure automatic routing to the right specialists.

For journal and ebook access questions, you can also start at Wiley Online Library: https://onlinelibrary.wiley.com (Help/Support links at the footer), which will redirect you into the same support system. For courseware, the dedicated site is https://www.wileyplus.com (Support in the footer leads to product-specific help).

Corporate switchboard and addresses

If you need to reach Wiley by phone for a complex or urgent issue, start with the corporate switchboard and ask to be transferred to Customer Care for your product line and region. United States headquarters: John Wiley & Sons, Inc., 111 River Street, Hoboken, NJ 07030, USA. Main phone: +1 201-748-6000. Phone support availability and regional numbers vary; if you do not have a regional number, the switchboard can route you during local business hours (typically Monday–Friday, 08:00–17:00).

In the UK and Europe, correspondence is commonly handled through Wiley’s Chichester office: The Atrium, Southern Gate, Chichester, West Sussex, PO19 8SQ, United Kingdom. For a written trail and the cleanest routing across time zones, Wiley still recommends opening a ticket via https://support.wiley.com; you’ll receive a case ID that you can reference if you later follow up by phone.

• Wiley Customer Support: https://support.wiley.com
• Wiley Online Library (journals/ebooks): https://onlinelibrary.wiley.com
• WileyPLUS (courseware): https://www.wileyplus.com
• Author Services (submissions, production, APCs): https://authorservices.wiley.com
• Corporate site and store: https://www.wiley.com
• Privacy and data requests: https://www.wiley.com/en-us/privacy

What to Include in Your Request (to cut resolution time)

Specifics matter. Tickets with complete diagnostic details are resolved significantly faster because agents can triage and act without iterative back-and-forth. For content access problems, include the exact URL, DOI, or ISBN. For orders, include your order number and date. For platform issues, capture the error message verbatim and note your device and browser versions.

Librarians and institutional admins should attach IP ranges and authentication methods. Instructors and students should indicate the course section, LMS integration (if any), and the access code or WileyPLUS section URL. Screenshots are extremely helpful; include the full browser address bar in captures.

• Identity: full name, role (student/instructor/librarian/author), organization, and the account email used for Wiley services.
• Content identifiers: DOI (format 10.xxxx/xxxxx), journal title, article title; or ISBN-13 (13 digits, usually starting with 978) for books/ebooks.
• Order and billing: order number, invoice number, purchase date, last four digits of card (for verification), VAT/GST ID if applicable.
• Access details: subscription number (if known), IP ranges in CIDR format (e.g., 203.0.113.0/24), SSO method (Shibboleth/OpenAthens), or EZproxy stanza used.
• Technical context: device OS/version (e.g., Windows 11 23H2), browser/version (e.g., Chrome 127), LMS (e.g., Canvas 2024-08), and any error codes/messages.
• Proof of entitlement: screenshot of purchase confirmation, access code, adoption confirmation, or library holdings statement.

Orders, Shipping, and Refund Basics

For consumer orders placed on wiley.com, you can review order status via your account page and through order confirmation emails. Print shipments typically provide a carrier tracking link when dispatched. Delivery time varies by region and shipping method (standard vs. express), but Customer Care can intervene if tracking stalls or if an address correction is needed pre-dispatch.

Refunds and returns policies depend on product type and region. Digital products (ebooks, access codes) are generally non-returnable once redeemed or downloaded; exceptions may be made in cases of proven technical defects or duplicate purchases. Print returns often require authorization within a defined window and the item in resaleable condition; use the support portal to request an RMA (return merchandise authorization) and the correct return address before shipping anything back.

If your purchase was through a third party (campus bookstore, online retailer, or institutional procurement), Customer Care will still help with technical access, but financial returns and replacements typically must be handled by the original seller. Include your retailer receipt and any access code that came with the product when opening a case.

Digital Access: Wiley Online Library and WileyPLUS

For Wiley Online Library, entitlements are tied to subscriptions, purchases, or institutional holdings. If you have access on-campus but not off-campus, verify that your remote authentication (proxy or SSO) is configured and that your institution’s IPs are current. For personal subscriptions, confirm the subscription status under your Wiley account and ensure you are logged in with the same email used at purchase.

For WileyPLUS, section enrollment issues account for a large share of student tickets. Ensure you are joining the correct section URL provided by your instructor and that your campus LMS (if integrated) is passing your identity correctly. If you see a paywall despite having purchased access, attach your receipt and the WileyPLUS section URL; agents can re-link entitlements.

Browser hygiene fixes many issues: clear cache/cookies, disable third-party blockers for Wiley domains, and test in a fresh browser profile. Provide timestamps and time zones when reporting outages so logs can be correlated.

For Librarians and Institutional Admins

Provide your institution name, customer ID (if known), and the exact IP ranges to be authorized. Wiley supports common authentication pathways including IP recognition, Shibboleth, and OpenAthens. When updating IPs, supply them in CIDR notation and indicate the effective date. Changes can take up to one business day to propagate in access control lists.

Usage reporting follows COUNTER Release 5 (R5). If you collect via SUSHI, include your SUSHI endpoint details and API/key configuration in your ticket for troubleshooting. If you use a link resolver (Alma, 360Link, etc.), provide holdings file timing and any recent knowledgebase updates—agents can confirm whether title lists and coverage dates align.

For consortia, specify the consortium name and member accounts impacted. If coverage lapses at renewal, attach the PO/renewal confirmation so entitlements can be reinstated promptly.

For Authors and Editors

Most manuscript, production, and open access fee questions are best handled through Wiley Author Services: https://authorservices.wiley.com. Log in with the email used for your submission to track production stages, respond to queries, and manage Article Publication Charges (APCs) where applicable. Use your manuscript ID or journal acronym plus manuscript number for fast routing.

If you or your readers encounter paywall issues for an article that should be open access, include the DOI, journal title, and acceptance/open access confirmation in your case. Customer Care can validate the license metadata (e.g., CC BY) and correct access states.

Permissions and rights requests (reuse figures, translations, classroom use) are typically managed via the journal/book permissions pages and RightsLink. If you cannot locate a permissions workflow, open a ticket with the DOI/ISBN and the exact reuse details (run, format, territory, print/digital) for a quote or guidance.

Accessibility and Inclusive Support

Wiley provides accessible formats (e.g., EPUB3 with semantic structure, tagged PDFs) for many titles and will consider requests for accessible versions as a reasonable accommodation. If you need an accessible file, open a ticket and include proof of purchase, the ISBN/DOI, and your preferred format. Institutions should also indicate whether the request is through a disability services office.

Report any accessibility barriers with the page URL, assistive technology used (e.g., JAWS 2024, NVDA 2024.2, VoiceOver iOS 17), and the steps to reproduce. This enables remediation teams to target fixes efficiently and provide timelines for corrections.

Escalation, Case Management, and Data Privacy

Every submission through https://support.wiley.com generates a case ID; keep it in the subject line for continuity. If an issue is business-critical (e.g., campus-wide access outage, exam-day courseware failure), state “urgent” in the subject, include impact scope (number of users affected), and request escalation. If the case stalls beyond the stated SLA in your reply, call the main line at +1 201-748-6000 and reference your case ID to reach a duty manager.

For privacy-related requests (GDPR/CCPA access, deletion, or correction), use the instructions and forms at https://www.wiley.com/en-us/privacy. Include the email addresses that may be present in Wiley systems and proof of identity as requested. Customer Care can’t process data-subject requests directly but will direct you to the privacy team and ensure your support case is linked for tracking.

When the issue is resolved, you’ll receive a closure notice. If the fix is incomplete, reply to the same thread to reopen the case rather than starting a new one—this preserves history, shortens resolution time, and keeps audit trails intact.