ESO User Portal Frequently Asked Questions

Account Management

My account seems to be "deactivated." What should I do?

You have to activate your account. A web link (URL) for account activation was generated when your account was created, and it was e-mailed to you in mid-November 2007. Please try to locate that e-mail and direct your browser to the URL in the text. If you cannot locate that e-mail please contact the User Support Department.

When I try to login I see the message, "You have not yet activated your account." What should I do?

You have to activate your account.

• If the account was created for you by ESO: A web link (URL) for account activation was created and was e-mailed to you in mid-November 2007. Please try to locate that e-mail and direct your browser to the URL in the text. If you cannot locate that e-mail please contact the User Support Department.
• If you created your account: A web link (URL) for account activation was created and was e-mailed to you in when you created the account. Please try to locate that e-mail and direct your browser to the URL in the text. If you cannot locate that e-mail please contact the User Support Department.

What username can I choose? For example, can I use my e-mail address?

The username needs to be alphanumeric (a-z, A-Z, 0-9) and it must not be longer than 11 characters. Symbols or unicode characters are not allowed. Thus, you cannot use your e-mail address, e.g. iman.astronomer@eso.org. Note also that usernames are case sensitive.

Are usernames or passwords case-sensitive?

Usernames are case sensitive. Passwords are case sensitive.

What password can I choose? For example, can I use my e-mail address?

Passwords must be 7-16 characters, with no spaces. Symbols ($, %, @, etc.) are allowed. Hence, in principle you could use your e-mail address. However, for better security use of your e-mail address as a password is strongly discouraged. Note that passwords are case sensitive.

I forgot my username. What should I do?

If you have forgotten your username, please go to the main ESO User Portal login page (http://www.eso.org/UserPortal). On that web page, click on the link "I forgot my ESO User Portal username." You will then be prompted for your surname and e-mail address. After you click on the "Send me my username" button a check is made to see if the surname is associated with the e-mail address. Providing the two are associated in our records the username will be sent to that e-mail address.

I forgot my password. What should I do?

If you have forgotten your password, please go to the main ESO User Portal login page (http://www.eso.org/UserPortal). On that web page, you will find a link " I forgot my ESO User Portal password.". You will then be prompted for your username. After you click on the "Send me instructions" button an e-mail will be sent to the e-mail address associated with that username. This e-mail provides instructions for how to change your password, or cancel the password change.

I forgot both my username and my password. What should I do?

If you have forgotten both your username and your password you should first request your username (see I forgot my username. What should I do?), then reset your password (see I forgot my password. What should I do?).

My contact details have changed. How can I be sure ESO has the latest information?

You can and should update your contact details yourself by entering the correct information on the Manage Profile page. Remember to click on the "Confirm Profile" button on the bottom of that page to save your revisions.

I'm trying to manage my User Profile, but my institute does not appear in the drop-down list. What should I do?

In this case you should select "Other" in the drop-down list. Then you can enter the details of your institute in the fields labeled Institute, Street, City, and Post code. All those fields are user-editable (even if you select an institute which is listed in the drop-down list). Remember to click on the "Confirm Profile" button on the bottom of that page to save your revisions.

What is the Profile Category?

The Profile Category is a means for ESO to better understand our client base, and improve our services.

What is the Profile Country/Organisation?

The Profile Country/Organisation is the country or organisation code of your present institution (if you have no institute it is the country of residence). The information provided in this field of the form is used both for ESO observing proposal preparation and for pre-loading the Profile Institute field just below this field with corresponding institutes.

What is the Profile Institute?

The Profile Institute is simply the institute for which you work. Selecting any institute results on the postal address being filled-in automatically. In case you do not work for an institute (that is listed), select "No institute" from the dropdown menu and manually enter your address information.

I am not affiliated with any institute. What should I select for Profile Institute?

For those users who do not have an institute, we provide the "No institute" selection at the top of each country's Institute pull-down menu. Click on the bar next to the label "Institute" in the Proposal Information section and you will see the "No institute" option at the top of the list. When you select "no institute" the Institute field in the Shipping Information section will be blank and non-editable. You can provide your postal address in the fields below that one.

What is the Profile Media Type?

The Profile Media Type is your preferred means of receiving data from the Science Archive Facility. Please note that the actual media type used may vary from this value owing to the volume of the request, your physical location, and other factors.

How can I delete my ESO User Portal account?

You cannot delete your ESO User Portal account.

I have two (or more) different accounts (two (or more) usernames). How can I merge them?

If you received multiple e-mails with different usernames or have created (an) additional account(s), please contact the User Support Department so that we can merge your user accounts into one single account. This is highly recommended in order for you to access your entire communication history with ESO in one single place.