The review can't find the paper to review. This
is usually the result of the reviewer having two accounts, which
causes problems with the tool. Contact the System Administrator
or Editor-in-Chief to check this and merge any duplicate accounts.
The reviewer is having trouble logging into the tool.
This is usually due to the fact that the account is new and was
created when the Editor requested the review. Ask the
reviewer to check for an existing account using the online tool.
If this fails, the System Administrator or Editor-in-Chief can have the tool
send the reviewer an "Account Created" email with account
The reviewer submitted a review then needs to add/change
something. In this case, the Editor should use
the online support function to have the paper moved back into the
The electronic file for the paper has problems.
This usually happens with revised papers, which are not initially
screened by the System Administrator. In this case, let the authors
know and ask the System Administrator for help. The System Administrator
can replace a problem file with a new one supplied by the author.
The reviewer has placed comments in the wrong box.
In this case, verify that with the reviewer then ask online support
to move the paper back to the reviewer, so the review can be re-entered.
The reviewer has put his/her name in the review.
The preferred way to handle this is to point this out to the reviewer
and have online support move the paper back to the reviewer so that
it can be redone. In extreme situations, if the name is clearly
separate from the rest of the review, online support can be contacted
to remove that part of the review.
The author has put the comments to reviewers in the same
file as the revised paper. While this is not the preferred
way of handling the comments, this is fine. With an early version
of the online tool, this provides a way for the author to write
formatted equations in the comments.
The author or reviewer has changed email addresses or contact
information. When this occurs, encourage the author to
make these changes by logging into their account nd editing their
profile. Otherwise, the System Administrator can update the account
Glitches with the online tool. In the past, there
have been situations in which the online tool doesn't behave correctly.
For example, suddenly the reviewer recommendations are missing from
the reviews. If you notice a problem of this sort, contact the Editor-in-Chief.
This is usually due to an upgrade of the software.
A paper has been reassigned from another Editor.
Occasionally, a paper is transferred or reassigned from one AE to
another. Usually this is because the original AE is unable to complete
the review process. When this occurs, you will be asked to expedite
the process as best you can. One way is to use reviewers that historically
have provided a quick turnaround. You can also tell the reviewer
that this is an unusual situation that needs minimal delay.