Frequently asked questions about artnet Services

1. How do I subscribe to the artnet Price Database, Market Alert, or purchase Market
    Performance Reports?

Step 1:	First you must create a username and password. Click on the orange “Login” button. This takes you to the Members Login page on which, under the “Submit” button is the orange button that says “Sign up now.” Please click this button and fill in the fields to create a Username and Password. These each must be at least 4 characters long. Please also enter a valid email address so that we can contact you in the event that your credit card will expire.
Step 2:	Once you are logged in, you are first taken to the Member Services page. Under “available services to add” you will see a link with the text “Price Database.” Click this link, and it will take you to the Service List page.
Step 3:	On the Service List page, you will be presented with a list of the types of Price Database accounts and available artnet Market Performance Reports. For the Individual and the Professional Rollover Price Database Accounts, and to purchase up to 100 artnet Market Performance Reports, you can subscribe online. Click on the service you would like, and it will take you to a page where you can enter your billing address and credit card information. If you are interested in the Price Database without images, you may choose “One Day Pass (without images)” or “Researcher Yearly (without images).” These both offer the same amount of information as the normal subscription but they do not come with pictures of the art. For Institutional (greater than 360 searches per year) and IP Restriction Price Database accounts, please contact us at 212-497-9700 or email info@artnet.com.
Step 4:	Enter your billing address and credit card information. When it is complete, click the “Submit” button toward the bottom of the page. You will then be taken back to the Member Services page and your new service will be listed under “Your Subscribed Services.” If you are not taken to the Member Services page, please look for a note written in Red at the bottom right corner of the page. This will explain if there was a problem charging your card, for example you were missing your Zip Code, and then you must make the necessary changes for the charge to go through. Please do this and then hit “Submit” once more.

2. I already have a subscription but I am having trouble logging in. What can I do?

Here is a brief list of common login issues and solutions:



1.	Is the caps lock key currently turned on? Your login information is case specific. Please make sure that you are using the correct letter cases for your password.
2.	What time and date does your computer’s clock currently show? If the time or date is incorrect artnet will not be able to log you in for security reasons.
3.	Have you recently cleared your cookies and cache of temporary data? artnet uses what are called session cookies to recognize that you have logged into the site. Depending on your personal browsing patterns you may need to clear your cookies in order to login to artnet.
4.	You may need to configure your browser to have the correct security settings. Please follow this guide to show you how to turn these settings on.

3. I only signed up for a one-month Price Database or Market Alert account, but my credit card
    has been billed this month. Why was I charged again?

As stated in the “Service Description,” both the Individual Rollover and the Professional Rollover automatically renew every month. There is no one-month subscription. If you would like to only use the Price Database for one month, you must cancel the service before the renew date listed on your Member Services page. If you cancel before the renew date, you will be able to access the Price Database until the renew date, but your subscription will not be renewed.

4. I logged into my artnet account, but my service is no longer listed under “Your Subscribed
    Services.” Where did it go?

If there was a problem with your credit card (e.g. it expired, you were over your credit limit, etc.) and we were unable to renew your service, it will automatically be removed from your list of subscribed services after the normal renew date. To restore service, you must re-subscribe to the Price Database or artnet Market Performance Reports. If your card is about to expire, a warning email will be automatically sent to notify you.

It is also possible that you have used all of your artnet Market Performance Reports in the package you purchased. In this case, all of your reports will still remain under "My Saved Reports" for one year from the date of each report purchase. You can easily purchase more reports with your existing account information.

5. In addition to my normal monthly charge for my Price Database Subscription, there is a
   second charge of a different amount on my credit card. What is this second charge?

If you go over your allotted monthly searches (10 per month for Individual Rollover, 30 for Professional Rollover) you are automatically charged for each additional search. If you have an Individual Rollover account, it is $3.50 for each additional search. If you have a Professional Rollover account, it is $3.25 each for the additional search. The extra charges appearing on your credit card statement are for the previous month (i.e. your bill will show your monthly fee for the current month and the extra charges from the previous month). Local sales taxes may apply.

6. How do I update my credit card information?

Step 1:	Click the “login” button on the upper right corner of the artnet homepage and log into your account. This will bring you to the Member Services page.
Step 2:	On the Member Services page, you will see a link with the text “edit profile” underneath the name of your service. Click on the “edit profile” link and you will be taken to a page displaying your billing address and credit card information.
Step 3:	Enter your updated information and click the “submit” button. Your information will be updated and you will be taken back to the Member Services page.

7. How do I cancel my service?

You can cancel any self-renewing subscription by logging into your Member Services page.

Step 1:

Click the red word “login” on the upper center of the artnet. Type in your username and password, and click the red “login” button. This will bring you to the Member Services page.

Step 2:

On the Member Services page, you will see under the headline “My Current Subscriptions” all current subscriptions (i.e. Individual Rollover, Professional Rollover, Market Alert, etc.) Beneath each service you will see a red “Cancel” button. Click on the red “Cancel” button, and you will see a pop-up window that asks “Are you sure you want to cancel this service?” Click OK. On the Member Services page, you will now see “Subscription Status: Set to be Canceled” with the phrase “Subscription Cancels: mm/dd/yyyy.” You will continue to receive Market Alerts until the cancellation date. Your service will then be cancelled and you will receive a confirmation e-mail to the address associated with your account.

8. What is artnet’s refund policy?

Refunds are only issued within three months of the charge date. Charges older than three months are considered indisputable. The maximum refund, regardless of reason, is three months worth of a subscription.

Refunds are granted in the instance that:

1. artnet has erroneously charged a client.
2. A client has requested cancellation by phone or email and it has been recorded in artnet’s
Phone Records but the account was not cancelled.

Refunds are not issued when:

1. A client is unaware of the automatic renewal policy on any applicable subscriptions.
2. A client is unhappy with the quality of the service, information in the database, or timing of
the market alerts.
3. A client has used the subscription (such as having done Price Database searches or purchased
an artnet Market Performance Report).
4. A Market Alert subscriber fails to enter the artists into her/his profile and no alerts are sent.
5. A Market Alert subscriber does not give a valid email address.
6. A customer has more than one Price Database account but each is under a different
username.
7. A client wants to upgrade Price Database accounts, but has used the original account prior
to the upgrade request.

9. Do I need JavaScript turned on in my browser? If so, how do I do this?

JavaScript
artnet uses JavaScript to enhance the user's browsing experience. Most common browsers (e.g. Internet Explorer, Firefox) already have JavaScript turned on by default so there's no configuration necessary. If you suspect that JavaScript was turned off in your browser, please follow these instructions to turn it on:

With Internet Explorer 6 and 7 (Windows):

1. Click on the Tools menu.
2. Select Internet Options.
3. Click on the Security tab.
4. Click on the button Custom Level... located at the bottom of the window.
5. Scroll down until you see Scripting. It should be near the bottom of the list.
6. Under Active scripting, make sure the option Enable is chosen.
7. Click OK. Click OK again to close the Internet Options.


With Internet Explorer 5 (Macintosh):

1. Click on Preferences in the Edit menu.
2. Click on Web Content under the Web Browser option.
3. Under Active Content, click the checkbox Enable scripting.
4. Make sure Java is enabled.
5. Click OK.


Firefox 2.x.x and 3.x.x (Windows):

1. Open Firefox
2. On the Tools menu, click Options.
3. Click on the Content icon.
4. Check the box next to Enable JavaScript.
5. Click the Advanced button to open the Advanced JavaScript Options box.
6. Check the boxes under Allow scripts to section that you want to allow.
7. Click OK. Click OK again to close the Options box.


With Firefox 2.x.x and Higher (Macintosh):

1. Click on Firefox and select Preferences.
2. Click on the Content tab.
3. Ensure that Enable JavaScript is checked.
4. Close the window.
5. Quit/exit Mozilla Firefox after you change settings and then re-start the application.


With Safari (Macintosh):

1. Click on Safari, then select Preferences.
2. Click on the Security tab.
3. Under Web Content, ensure that Enable plug-ins and Enable JavaScript are checked.
4. Close the window.
5. Quit/exit Safari after you change settings and then re-start the application.

10.I registered for a new account on artnet but did not receive an email confirmation. What should I do?

Click here and follow the instructions provided.

11.I registered for a new account on artnet but I am having trouble signing in. What should I do?

Click here and follow the instructions provided.

If you are still having trouble, please email or call +1-800-4-ARTNET option 4.
Our customer service is available as follows: