Cannot download full text, even though we have IP subscription for the journal

There can be a number of reasons for this problem, some having to do with the kinds of subscriptions, how journals are accessed (for example, via user and password codes or via IP-enablement), and so on. If the problem is not with the user’s subscriptions or journal access, send the following information to support@quosa.com:
• Search query details and limits if any
• For PubMed channel: the PubMed IDs (PMIDs) for the articles
• For OvidSP channel: Database, Ovid Unique ID or journal
• For WOK Channel: Database, Unique ID or journal
• Scopus Channel: Search query, DOI or or journal