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I am a member of the British Library. My membership entitles me to log in and read BL’s e-library service known as ‘ebrary’. (Normally a subscriber can log in to ‘ebrary’ from anywhere in the country in which the membership is taken.)

For over a year now I have not been able to log in to ‘ebrary’: When I click on the ‘ebrary’ icon after logging into BL’s main web page, I see the message: ‘Unauthorised Access.’

Neither BL’s technical services nor their e-library services provider was able to resolve this issue.

As a researcher and freelance writer, I feel handicapped being unable to utilise a resource that is cheap and very convenient.
To be fair Britsh Library offered to refund my subscription but this is not the solution.

Please diagnose the problem and suggest a solution.
There is a suggestion that I should visit the BL. I did and the staff were very helpful. But this is a tecnical problem which nobody could understand - that is why I have posted it for seeking a solution.