Site License Access Issue Help

If you are being asked to pay for content that you believe you should be able to access through your Nature Research site license, please send Customer Services an email containing the following to help us troubleshoot:

  • A link to the article that you are having difficulty accessing   
  • A screen shot of the result of opening the debug link below in a browser window on your institution's computer

When you open this link you should see a result similar to the image below which provides:

  • Your IP address

  • Publications to which your institution subscribes

          User-added image

To create a screen shot of that browser window:

Hold down the “Ctrl”, "Alt" and “PrtScn” keys on your keyboard.

Doing this will copy the screen to your clipboard so that you can then paste the results in an email.

If you require further assistance you can submit a query to our Online Service team via our webform here. If you would rather email or phone them, their contact information is available here.

* If you have access to your site license administration account, then you also have the option of logging in to verify that the IP addresses shown on the debug results are up to date and included in your account.

If further information is needed, please refer to details about maintaining IP ranges.

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