New Subscriber Help

1.  I've forgotten my password.  How can I get it?

2.  When I login by submitting my username and password, the message "You must login before accessing this page" is displayed, even though I've already tried logging in. Why is this happening?

3.  When I login by submitting my username and password, the following message is displayed: "The maximum number of users for this username are already logged in. Please go back and try again later." Why is this happening?

4.  Can I subscribe to MGO by phone?

5.  Can I subscribe using a check?

6.  Can I subscribe using a credit card?

7.  Can I pay for my subscription with a purchase order?

8.  I recently bought the print version of MCF's "Guide to Minnesota Grantmakers." Can I return it for a credit toward my subscription to Minnesota Grantmakers Online?

9.  How do I get a receipt when I subscribe to MGO?

10.  I mailed in my MGO subscription but haven't heard yet whether my account has been activated. How can I find out the status of my subscription?

11.  I went through the subscription process, entered my credit card number, etc., but the system shut down before I finished the process. If I try to subscribe again, will my credit card be billed twice? I don't know if my subscription went through the first time.

12. I received an e-mail confirmation telling me that I'm registered for MGO, but when I try to login I keep getting the message "Incorrect user name or password. Please try again." What am I doing wrong?

13. When I access MGO's home page, only parts of the page appear on my screen.  What is wrong?

14. Can I get a refund if I cancel my subscription before the expiration date?

15. Is Minnesota Grantmakers Online available free anywhere?

1. I've forgotten my password.  How can I get it?
Call the Council at 612.338.1989, Monday through Friday from 8:00 a.m. to 4:30 p.m. CST, and someone will assist you. Be sure to have your account information available.

2. When I login by submitting my username and password, the message "You must login before accessing this page" is displayed, even though I've already tried logging in. Why is this happening?
This is most likely happening because your Internet Explorer browser is not set up properly to accept temporary session IDs (or "cookies"), which is a system requirement for using MGO. To set up your browser, follow the simple browser set-up instructions in the System Requirements section. If your browser is set up properly and you're still experiencing problems, contact the Council to reset your user account: 612.338.1989, mgo@mcf.org.

3. When I login by submitting my username and password, the following message is displayed: "The maximum number of users for this username are already logged in. Please go back and try again later." Why is this happening?
There are several possible reasons why you would receive this error message:

• a. More people are trying to use this account simultaneously than is allowed by your account's configuration. If you have a single-user account, for example, and someone else is using it when you try to login to MGO, you will be refused access and receive this error message. (Note that it is a violation of the MGO subscriber services agreement to let your MGO username and password be used at any time by more people than what is allowed by your account configuration.)

• b. You were using MGO on one computer, and within 30 minutes tried logging in to MGO on a different computer without logging out of MGO on the first computer. Go back to the first computer and log out (by clicking on "Log Out" on any page). You should then be able to access MGO on the second computer.

• c. Your Internet Explorer browser is not set up properly to accept temporary session IDs (or "cookies"), which is a system requirement for using MGO. To set up your browser, follow the simple browser set-up instructions. If your browser is set up properly and you are still experiencing problems, contact the Council for help: 612.338.1989 or mgo@mcf.org.

4. Can I subscribe to MGO by phone?
No. You can subscribe online, by mail or by fax (credit cards must be used for fax orders).

5. Can I subscribe using a check?
Yes. Mail in MGO's print subscription form with your check. You will receive an e-mail notification when your account is activated.

6. Can I subscribe using a credit card?
Yes. We accept Visa and MasterCard only. You can use your credit card to subscribe online, or can fax or mail in the print subscription form with your credit card information.

7. Can I pay for my subscription with a purchase order?
Yes. Mail and fax in your purchase order along with the completed print subscription form. But your MGO account will not be activated until we receive your payment.

8. I recently bought the print version of MCF's "Guide to Minnesota Grantmakers." Can I return it for a credit toward my subscription to Minnesota Grantmakers Online?
No, these purchases are not refundable.

9. How do I get a receipt when I subscribe to MGO?
If you subscribe online, after you've completed the subscription process you will receive an e-mail confirming your purchase. If you subscribe by fax or mail, once we've established your account we will send you an e-mail notification that will include confirmation of your purchase. You can use a printout of the e-mail as a receipt, or, if you subscribed with a credit card, your monthly bill can serve as a receipt.

10. I mailed in my MGO subscription but haven't heard yet whether my account has been activated. How can I find out the status of my subscription?
After mailing in your subscription, please allow 5-7 days for your subscription to be processed. For information regarding the status of your subscription, call MCF at 612.338.1989, Monday through Friday from 8:00 a.m. to 4:30 p.m. CST.

11. I went through the subscription process, entered my credit card number, etc., but the system shut down before I finished the process. If I try to subscribe again, will my credit card be billed twice? I don't know if my subscription went through the first time.
Call MCF at 612.338.1989, Monday through Friday from 8:00 a.m. to 4:30 p.m. CST, and someone will assist you.

12. I received an e-mail confirmation telling me that I'm registered for MGO, but when I try to login I keep getting the message "Incorrect user name or password. Please try again." What am I doing wrong?
Call MCF at 612.338.1989, Monday through Friday from 8:00 a.m. to 4:30 p.m. CST for assistance. Please be ready to provide the login name that you entered during the subscription process.

13. When go to MGO's home page, only parts of the page appear on my screen.  What is wrong?
The reason for this problem is most likely that you are using Mozilla Firefox as your Internet browser. MGO must be used with Microsoft Internet Explorer version 5.0 or higher.  To download the latest version of Internet Explorer, click here.

14. Can I get a refund if I cancel my subscription before the expiration date?
No. Subscriptions to MGO are non-refundable, even if you cancel your subscription before the end of the annual subscription period. No pro-rated credits will be given for early cancellations.

15. Is Minnesota Grantmakers Online available free anywhere?
Yes. Limited access to MGO is available free of charge at the six Foundation Center Cooperating Collections in Minnesota. For more information, contact the Collections directly:

• Brainerd Public Library, 416 South Fifth Street, Brainerd (218.829.5574)
• The Duluth Public Library: 520 W. Superior Street, Duluth (218.723.3802)
• The Minneapolis Public Library: 300 Nicollet Mall, Minneapolis (612.630.6300); www.mpls.lib.mn.us/central.asp
• The Rochester Public Library: 101 Second Street SE, Rochester (507.285.8002)
• The St. Paul Public Library: 90 West Fourth Street, St. Paul (651.266.7000)
• Southwest State University, University Library, Marshall (507.537.6176)

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