HubPaper Help Centre
Welcome to the HubPaper’s help centre; where all your questions will be answered. Please choose which way you wish to be helped: live chat with our technicians, videos watching or FAQ! Get your questions answered by submitting an email case.
Talk to our customer service
| Please enter your question below and click "start chat" |
CUSTOMER SERVICE
Monday to Friday
General FAQ
How do I create my HubPaper Account?
I forgot my password.
How do I contact the Customer Service?
Can my personal data be used for commercial’s purposes?
How do I create my HubPaper Account?
Create a HubPaper Account is very easy, and absolutely free!
A link «create my Account» appears at the top of the Home Page. You will need to create your account to use special features (Comment, Highlighter). This will allow you to create your Portfolio and your favourites. You will also be able to create your own HubPaper’s publicatons for free.
BackI forgot my password.
Every time you sign in on the portal, a link «forgot your password» appears under the password field. Click on this link; HubPaper will send you an e mail, with a new Password automatically generated.
BackHow do I contact the Customer Service?
To contact our Customer Service, you can fill in the contact form «contact us page», accessible from all the pages. Also use our support by online Chat and ask your questions to our Technicians in real time.
BackCan my personal data be used for commercial’s purposes?
Your personal data cannot be distributed to a third party. In the case of a partnership, you may receive targeted commercial offers, likely to interest you.
For more informations, please refer to the section 4 of General Sales Agreement.
Back
Technical FAQ
Why are there two search engines on the portal?
How does the search engine work?
Why does the publication I want to consult is not displayed?
Do I have to download the latest version of Flash Player ?
What is the document’s format required to be loaded on the portal?
Why cannot I load my document on the Portal?
Is there a maximum size and pages restriction to load a publication on the portal?
Standard Features
Where can I access my Portfolio?
In the portal, where can I access my favourites?
How do I manage my Portfolio and my favourites?
Customization
Interactive area
What is HubPaper’s policy regarding personnal data?
Are my publications protected from hacking?
The publication I have just uploaded stays in the following category: "My pending publications"; why ?
My HubPaper has been created, but the text displays in an anormal way; why?
Why are there two search engines on the portal?
The search engine is visible from the Home page and allows you to search between the publication’s titles, or authors. The second search engine is visible when a publication is displayed and look for information in the publication.
BackHow does the search engine work?
The HubPaper search engine works according to a page’s indexation system. Thereby, each publication’s page is taken into account by our search engine. The answers are classified from the most relevant to the less relevant. A relevance percentage appears beside each answer.
BackWhy does the publication I want to consult is not displayed?
Many reasons can explain a display defect:
1- Your Internet connexion is not fast enough to load the HubPapers.
2- A Firewall is activated on your computer, and prevent your computer from starting.
3- You do not have the Flash Player software, which allows to display the HubPaper publications or the version you have is too old.
BackDo I have to download the latest version of Flash Player ?
It is not compulsory to have the latest version of Flash Player to display the HubPaper’s publications. However, the latest version will allow you to display the publications and the animations way faster.
BackWhat is the document’s format required to be loaded on the portal?
Dowload your PDF files, Office Pack (Word, Excel, Power Point) and OpenOffice (Writer, Calc, Impress).
BackWhy cannot I load my document on the Portal?
Check that your file is not damaged. Also check that your document’s format matches the one mentioned in the previous question. If you still cannot solve the issue, please contact us.
BackIs there a maximum size and pages restriction to load a publication on the portal?
The maximum loading capacity is 100 Mo. Please contact us for your bigger documents.
BackStandard Features
For the standard features, HubPaper advise you to consult the help video.
BackWhere can I access my Portfolio?
3 accesses leads to your Portfolio:
1-From the Publication’s display interface
2-If you have signed in, from the portal’s navigation browser
3-From the navigation’s browser located at the bottom of all the pages
BackIn the portal, where can I access my favourites?
3 accesses leads you to your favourites:
1-From the Publication’s display interface
2-If you have signed in, from the portal’s navigation browser
3-From the navigation’s browser located at the bottom of all the pages
BackHow do I manage my Portfolio and my favourites?
When you open your Portfolio or your favourites, the pages you have selected are displayed like a HubPaper publication, on the right hand side of the page, all pages will be displayed in small. You will be able to drag them in order to organise them as you like. You can also delete the pages from this interface.
BackCustomization
For the standard features, HubPaper advise you to consult the dedicated video.
BackInteractive area
For the standard features, HubPaper advise you to consult the dedicated video.
BackWhat is HubPaper’s policy regarding personnal data?
As a general policy, no personally identifiable information is automatically collected from your visit to this Site for commercial use. You can modify your personnal informations from your account’s page. For more informations, please see the Privacy page on the portal.
BackAre my publications protected from hacking?
Your publications are hosted on HubPaper’s server. HubPaper has security sytems, aimed at protect your documents from hacking.
BackThe publication I have just uploaded stays in the following category: "My pending publications"; why ?
The document you have chosen must be protected by a password which prevents the completion of the file's conversion.
To create a HubPaper from this document, you have to save again your document on your computer, but this time without the password.
BackMy HubPaper has been created, but the text displays in an anormal way; why?
There are two possible explanations:
- your source text file is encrypted; you have to save it again, making sure it is not encrypted any more.
- some fonts are not integrated in your pdf file. You first have to set them up, then generate a new file.
Back
Comercial FAQ
How do I contact the sales department?
What the HubPaper’s policy in regards with personal data?
How do I unsubscribe from the Newsletter?
How do I delete my HubPaper account?
How do I know if I have to pay the VAT?
How do I contact the sales department?
For all your sales related questions, please contact HubPaper, by filling the contact form, by online Chat or by phone: 0033 3 66 72 00 45.
BackWhat the HubPaper’s policy in regards with personal data?
As a general policy, no personally identifiable information is automatically collected from your visit to this Site for commercial use, as specified in the Informatic and Freedom law (Law n°78-17 dated from January 6 1978)
You can modify your personnal informations from your account’s page. For more informations, please the Privacy page on the portal.
BackHow do I unsubscribe from the Newsletter?
When you subscribe to the Newsletter, you receive a confirmation e mail. If you wish to unsuscribe from the Newsletter, please click on the link at the bottom of the e mail.
Also, at the bottom of each Newsletter, you can follow this link and unsubscribe.
BackHow do I delete my HubPaper account?
If you wish to delete your HubPaper account, please send us an e mail or a letter (HubPaper SAS, 24 rue des Eaux, 59000 Lille). You will delete your account as soon as we received your confirmation.
BackHow do I know if I have to pay the VAT?
The VAT payment depends on your country of residence. You need to pay the VAT if you are living in France. You do not need to pay the VAT if you reside outside the European Union. For the European Countries, if you already pay a VAT in your country, you do not have pay the French VAT as well. If you do not pay the VAT in your country, you need to pay the French VAT with your purchase on our portal.
Back





