I am having issues signing in via federated access.

If this user is entitled to access your subscriptions with us, please determine whether a problem is limited to this user, their specific group, or your whole IdP:

Are you able to access the service with your own credentials?
Is anyone else at your library having the same problem?

You need to find what is different about that user or what is different about what they are doing.

• Is your user assigned to the correct group? Some IdPs make use of an affiliation attribute and if the IdP is not releasing the value we expect, we will not let the user in.

• Does the user have sufficient privileges? Many federations require eduPersonEntitlement to be released; if a member IdP is not releasing it, we will not let the user in.

• How is the user accessing the product? The path is important because the failure may be due to an incorrect or missing WAYFless URL.

Please contact us using one of the contact options at the foot of this page. If you have more than one subscription with us, please test the others as well. When contacting support, please provide the following:

Name of your institution:
Your entityID:
Description of the problem:
The steps you take to access the product:
If you get an error message, a screenshot and/or the text of the message where the URL of the page is clearly visible

Our support team will investigate whether your institutional account is set up correctly. They may, depending on the nature of the problem, ask some additional questions of you.

Your entityID identifies your institution and it should be known to you. It is published in your IdP metadata; if you aren't able to find it, please contact your IT or your federation, depending on who has configured your software for you. EntityID is unique to your institution; there can be other identity providers in the metadata with a similar name to your institution's name, and there may be multiple entities by your institution in the federation metadata at any time. We can't know which one is currently being used by your institution, we rely on you to tell us that.