Help and Frequently Asked Questions

Editorial

24. Who should I contact if I have a question about prices and the content?

Customer Service

1. Who do I contact if I have a question about my subscription?
If you have any questions regarding your subscription, please contact us using our customer service online form.

Alternatively, please contact us using the details below:

Customer Services
Metal Bulletin - Euromoney Institutional Investor plc
PO Box 18083
London
EC4V 5JS
United Kingdom
help@metalbulletin.com  
Telephone: +44 (0) 20 7779 7390 or 8610
Fax: +44 (0) 20 7779 8602

To help us deal with your enquiry, please quote your subscription number, your name and and the title of the publication in your correspondence.

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2. Where can I find my subscription number?
Your subscription number appears on the address label of your print copy. It can also be found on your invoice and receipt. It will start with MBW/000...

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3. How do I change the delivery address of my print subscription?
We require all address changes, including individual names and email address, to be submitted in writing. This can be via email , fax or by post. Click here for contact details of Customer Services.
Please remember to state the old address and the new address, and most importantly, your subscription number, to allow us to retrieve and change your details.

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4. I am missing a copy of the magazine. How do I claim it?
Please note: our period for claiming a missing issue is within the last three cover dates. This is to ensure we have the issues in stock and also so we can look into the distribution. Please contact Customer Services, stating the subscription number, newspaper and the cover date of the issue you are missing and we will investigate.

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5. How do I order a back issue?
All articles are available on the archive section online. If you wish to purchase a past issue of the newspaper, please email the Hotline or call +44 (0)20 7779 8999 between the hours of 9.00 and 18.00 GMT with the date of the issue you require.

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6. Can I access my online subscription from more than one computer?
The level of access is dependent on your contract with Metal Bulletin. Your access is restricted to either a single fixed machine, to a specified number of machines or you can purchase a site license for your team or entire organisation. For more information on such corporate group access, please contact Richard O'Donoghue on +44 (0) 20 7779 8938 or Jane Stephenson on +44 (0) 20 7779 8448.

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7. I've forgotten my password or username.
Please try the password reminder function on the Metal Bulletin website. If this has not resolved your access problem, please contact Customer Services, quoting your subscription number and the full name of the subscriber. For your security the login details will only be sent to your registered email address.

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8. What is included in my subscription?
A basic subscription package to Metal Bulletin includes Metal Bulletin magazine, access to www.metalbulletin.com, a 30 minute delayed LME feed and the LME settlement quotes, live MB prices, daily customised email alerts, and a year's worth of The Metal Bulletin Archives.

You can also upgrade your subscription to other packages which include access to thirteen years' worth of The Metal Bulletin Archives or Metal Bulletin Connect for the LME real-time multi-exchange metals data. You can take a trial to Metal Bulletin Connect even when you are already a subscriber to Metal Bulletin - click here to find out more.

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9. What are the current subscription rates?
Please click here for our subscription rates for 2010-2011.

If you are interested in getting access to LIVE price-feeds for steel, non-ferrous metals and scrap, click here to find out more about MB Connect and subscription packages available or take a free trial.

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10. How can I pay for my subscription?
You may pay for your subscription online by credit card on the Metal Bulletin Store (Visa, Mastercard, American Express) or by requesting an invoice to be sent to your company. The invoice will state payment options, including details of cheque and bank transfers.

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11. What will appear on my credit card statement for my subscription?
If payment is taken online your statement will have the reference - "EUROMONEY ONLINE TRAN LONDON". Otherwise it will show - "Euromoney Inst.Investor PLC London UK". For payments made through an Agency, please contact the Agency directly.

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12. When will my subscription start and finish? 
Your subscription expiry date can be found online here when you're logged in, as well as on your receipt. Alternatively please contact Customer Services.

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13. How is a free trial different from a subscription?
When you register for a free trial, you receive the same online access as a Metal Bulletin subscriber to the basic package, but for a limited period of seven days. Only one free trial per person is permitted. To upgrade to a full subscription, please subscribe directly on our Online Store or contact our Hotline on +44 (0)20 7779 7999 or by sending us an email.

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14. How do I confirm my expiry date?
Your subscription expiry date can be found online here when you're logged in or on your receipt, which will state the period of your subscription. You will have received a written receipt by post after your payment was processed. Finally you may prefer to contact Customer Services quoting your subscription number and the full name of the subscriber and we will be able to confirm this.

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15. Will I be reminded before my subscription expires?
You will be reminded with emails and by post when your account is due for renewal. If we haven't heard from you as your subscription comes to an end, a consultant will contact you to enquire about your renewal to ensure your service is not discontinued (this includes your access to www.metalbulletin.com).

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16. Is your online payment facility secure?
Our credit card payments are handled by our payment department, Datacash, which uses state-of-the-art security tools and techniques to ensure that your online payment is completely secure. When you enter your credit or debit card details, a secure link is set up between your browser and Datacash. If you would like more information, please visit www.datacash.com.  

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17. Will my credit card information be stored by Metal Bulletin?
We do not store your full credit card information. The last four digits are retained temporarily as a reference only.

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18. How do I apply for a free trial?
Please click here to start your free trial and follow the instructions or contact our Hotline on +44 (0)20 7779 7999.
The trial lasts seven days and you are entitled to one free trial per person.

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19. How do I cancel my subscription?
We require all cancellations to be submitted in writing. This can be via email, fax or by post. Please contact Customer Services .
Please state the subscription number and name and address of the subscriber. It would really help us to improve the quality of the service if you could tell us why you are cancelling. Any remaining monies on the subscription will be refunded to the payee.

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20. What terms and conditions apply to my use of the service?
Please click here to view our terms and conditions.

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21. What precautions are taken to secure my privacy?
Metal Bulletin is committed to your privacy. Please click here to read our privacy policy.

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22. What are e-mail newsletters? How do I subscribe to receiving the e-mail newsletters?

As a subscriber you are entitled to receive the latest metals and steel news and prices to your inbox from Monday to Friday. Metal Bulletin enables you to customise the information you receive so whether your interest is in carbon steel flat products, minor metals or zinc scrap, you only sign up to the daily, weekly, or the breaking news alerts on the stories that you want to receive. Click here to update your Online Account: you can update your information at any time during your subscription and select which alerts you wish to receive.

On-the-go? How to read Metal Bulletin on your BlackBerry or mobile device.

If you are on the move and prefer to read the news using your BlackBerry or mobile device, we advise you to update your Online Account Information page and select TEXT‚ instead of HTML. You can click through the news link on your email alerts and read the full article on your mobile device and you are free to visit our dedicated mobile site at http://mobile.metalbulletin.com using your usual login details (password reminder).

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23. How do I unsubscribe from the e-mail newsletters?

To unsubscribe from any newsletter please update your Online Account Preference page and de-select the alerts you do not wish to receive.

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24. Why have I stopped receiving the e-mail newsletters?
Some newsletters are stopped by company firewalls and spam filters. Please check with your IT Department about allowing the newsletter through and add ems.euromoneyplc.com to your safe senders list.
If this is not the case, please contact Customer Services, and we can look into this matter and check when the last newsletter was sent out. We can also double-check your email address is on the newsletter distribution list.

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25. Who should I contact if I have a question about prices and the content of Metal Bulletin?

We welcome comments and questions from our readers - please contact us online here.

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