Who to contact

If your query is about account creation, subscription, payment, or membership for the British Council Digital Library, contact the British Council Digital Library Support Team. MyLOFT Support can assist only with technical issues related to the MyLOFT platform.

What to include when contacting British Council Digital Library Support

Provide as much of the following information as possible to help them resolve your issue quickly:

• Your full name and the email address used to register.
• Username or account ID (if known).
• Membership or subscription number (if applicable).
• Payment details: date of payment, amount charged, payment method, and any transaction or receipt ID.
• Exact error messages you see, copied verbatim if possible.
• Steps you took before the problem occurred and any troubleshooting you already tried.
• Device and software details: device type (phone/tablet/PC), operating system and version, and browser or app name and version.
• Screenshots or a clear description of what appears on screen (attach the screenshot to your message if the support form or email allows attachments).
• Date and time (including time zone) when the issue happened.
• Preferred contact method and times when you are available for follow-up.

If you need MyLOFT technical help

For problems that are strictly technical within the MyLOFT platform (for example, login errors on MyLOFT, display problems, or app crashes), contact MyLOFT Support and include:

• A clear description of the technical issue.
• Device type and operating system version.
• MyLOFT app version or browser and browser version.
• Exact steps to reproduce the issue.
• Any error messages and screenshots.
• Approximate date and time the issue occurred.