A 500 Internal Server Error is typically seen when Bookshelf for Mac or PC is unable to update your license file. Following the steps below should resolve this error:


 Step 1 - Sign out of and quit Bookshelf

  • Click on Account > My Account and copy the email address you are using for Bookshelf.  
  • Log out of Bookshelf by clicking on Account Menu and choosing Sign Out…
  • Once you have confirmed that you want to sign out of Bookshelf, Quit Bookshelf.


 Step 2 - Change your password

  • Follow the steps listed here to reset your password, use the email address you copied from step 1.
  • Please change it something with at least 8 characters, 1 number, and all lower case.


 Step 3 - Sign back into Bookshelf

  • Open Bookshelf
  • Sign in with your email address, from Step 1 and updated password from Step 2.  

If the issue persists, please submit a request for assistance via the IATA Customer Portal. Provide the following information:


  • Name of the publication;
  • Platform used:
    • Bookshelf Online (specify browser)
      or
    • Bookshelf app (specify operating system: Windows, macOS, iOS or Android)
  • A brief description of the issue, including any relevant error message.


Someone will contact you within one business day.