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Establishing DOCLINE User Accounts

Maintaining DOCLINE User Accounts

Logging in

Request Related

Third-Party ILL System Integration




Establishing DOCLINE User Accounts

How do I set up a DOCLINE user account?

To set up a DOCLINE user account, follow the instructions on our Updating Your DOCLINE Account Video (3m 56s) 

Javascript not present, please download this 720p version and play the video on your device.

Transcript | Nov 2018

How do I connect my Google account to DOCLINE?

  1. Go to
  2. Click the 'Apply now' button in the bottom left, below "Don't have an account?"
  3. Fill out the Contact Information portion.  Be sure to supply the email address you used to create your google account!
  4. If your library is already in DOCLINE, supply your LIBID.
  5. If your library is not already in DOCLINE, complete the section about your library.
  6. Click 'Sign up'.
  7. You will receive a copy of your application.  After account verification, it will be issued.


What if I can’t access Google accounts from my library?

We know that this move to Google accounts is challenging for some users. The National Institutes of Health IT supports Google log in for use of NIH resources, including NLM's DOCLINE, via their iTrust user authentication portal.

We recommend that DOCLINE participants who are unable to create a Google account (even without Gmail) work with local IT support to get an exemption for Google authentication for use with DOCLINE. If you need further information or assistance with this process, please contact us.


Is GMAIL required for using DOCLINE?

Gmail is not required to use DOCLINE. The system uses Google accounts for secure login only. NLM suggests users set up individual Google accounts based on existing work email addresses.

DOCLINE has moved to using the National Institutes of Health’s (NIH’s) solution for user authentication via Google because it centralizes account maintenance for NLM web resources, offers tremendous security improvements, and improved user self-service like ‘I forgot my password’.


I cannot use GMAIL at my institution, how do I set up my DOCLINE account?

Gmail is not required to use the new DOCLINE system. Although the new DOCLINE uses the Google account system as part of the login process, any email address can be used with your DOCLINE google account.


Can Google Accounts Be Shared Or Does Everyone Need Their Own Google Account?

NLM recommends that each person have a Google account to log in to the redesigned DOCLINE. Individual accounts for each user makes tracking requests and other actions simple. They are more secure.

For libraries with multiple users, each user must have an individual Google account with a unique email address. The email address supplied in the user account does not have to correspond to the library's delivery email address. Mail will not be sent to the email address unless it already appears in other places in DOCLINE.

In the new DOCLINE, the “switch library” feature allows a single user account to be 'linked' to multiple libraries. One user can use the same Google account for all of the libraries they have access to.


How do I set up my Google Account if I do not have access to a cell phone or a direct line?

When you are asked for a mobile phone number, supply any phone number that you readily have access to and proceed as if it were a mobile number. On the subsequent screen where you are supposed to enter the texted verification code, you have the option to choose "Call instead." Choose this option to receive your verification code via a voice phone call rather than a text message


Maintaining DOCLINE User Accounts

How do I change or reset my DOCLINE 6.0 password?

All DOCLINE account passwords are managed through your Google Account. Sign in and change your password from within Google Accounts. You can find step-by-step instructions for changing or resetting a Google Account password at:


I forgot my DOCLINE password / Google Account password. How do I recover my lost password?

All DOCLINE account passwords are managed through your Google Account. Please reset your Google Account password and then login to DOCLINE again.

To reset your Google Account password, go to the Google Account Recovery page and follow the prompts. You can find step-by-step instructions for changing or resetting a Google Account password at:


Trouble-shooting Login

How Do I Check to Make Sure My Google Account Works?

Confirm access to your Google Account by following these steps:

  1. Go to
  2. Enter the email address and password you used when signing up for your DOCLINE 6.0 Google Account where it says "email or phone." Do not enter your phone number. If you have forgotten which email you have used, click "forgot email" and follow the prompts.
  3. Click "next"
  4. Enter the password associated with your DOCLINE 6.0 Google Account
  5. Click "next"
  6. Verify that you can view a screen that says "control, protect and secure your account, all in one place." This confirms that you have accessed your Google Account.

What if it says "Permission Denied" when I try to log into DOCLINE?

"Permission denied" results from a mismatch between the Username (email address) you signed in with and the Username that DOCLINE was expecting.    

Libraries using Social login/OpenID (Google) should:

  1. Find the email address listed as CAS Username in the Permission Denied message box.
  2. Go to, then log out of that email account. Delete the account if you no longer need it.
  3. Clear your browser cache and history.
  4. Return to and log in using the correct email address connected with your DOCLINE user account.

"Permission denied" still results despite taking these actions, you have four options:

  • Switch to a different web browser and try logging in again with the connected email address. OR
  • Use your browser in "incognito" or "private" mode and try logging in again with the connected email address. OR
  • Go to and click "Apply Now". Supply the Username (email address) displayed in the error message to request a new DOCLINE user account connected to your library. OR
  • Contact your DOCLINE Coordinator, or create a Help Desk ticket to find out what your existing DOCLINE username is. Use that email address to log back into DOCLINE.

Federal Libraries using Fed PIV Only with CAC or PIV cards should :

  1. Log in again, choosing a different certificate ('email' or 'signature' certificate, if known).
  2. If still unsuccessful, completely close, then re-launch your browser.
  3. Try another certificate, or switch to a different web browser.

Which Account Type do I choose from the pull-down menu on the NIH iTrust page?

Most users should choose Social login/OpenID.  Federal library staff with PIV or CAC cards should choose Fed PIV Only.  NIH staff may use NIH Staff option.  Libraries at "NIH Federated Research Institutions" may use Research Institution.  Different log in types may require updated DOCLINE usernames.  Users can only use one login method.


Which Social Login/OpenID option do I choose?

Choose Google, after choosing Account Type 'Social Login/OpenID' on the previous NIH iTrust page.


What should I do if "Social Login to NIH failed" displays?

Users may experience this error when attempting to log into DOCLINE using a Google account via the iTrust Social Login/Open ID option. The error may result from attempting to sign in with different Google account that is not registered with Itrust resulting in unsuccessful login. It indicates a problem in creating or reading the NIH iTrust user record and is not directly related to your DOCLINE account. Please clear your browser cache and Cookies and/or try a different browser, and try again.

If the error persists, please input a ticket at to get assistance from the National Institutes of Health, CIT support staff and provide as much details as you can regarding the error message, email address used to login and error message etc. Copy and paste this text into the ticket description:[ DOCLINE Social Login NIH failed. Assign to IAMS for LDAP update ]


How do I clear the Retired requests listed under My Borrowing?

In DOCLINE 6, the new homepage 'Retired' view at the bottom of the 'My Borrowing' card, is a pre-filtered quick search of all the Borrow Requests which were completed (unfilled or filled) in the 7 days prior to today. Unlike the original DOCLINE, you do not have to 'review retired requests' to make them 'go away'.  They will 'age out' of the retired display a week after they were completed.  

What should I do if I cannot update a lend request?

In order for a lender to update a request as filled or not filled, they must first have Receipted, or 'accepted' the request.

Unlike DOCLINE 5.2, where incoming requests got marked as 'Receipted' behind the scenes and sometimes left users wondering how to find and re-print them, in DOCLINE 6 lenders click the ”Mark all as Receipted and return to DOCLINE” button (at the top of the print window). This changes the request status to ‘Received by Lender’ and they will be available to update as Filled or Not Filled.

Creating an EFTS Manual Billing File

EFTS participants can create downloadable transaction spreadsheets to bill borrowers for filled items. Use the spreadsheet to enter transactions individually into the EFTS website transaction form. Only requests from borrowers that are EFTS participants will display. Libraries that utilize third party software, such as ILLiad, QuickDoc or CLIO, may create files using those systems.

To create an EFTS manual billing file, do the following:

  1. Select the Reports tab from within DOCLINE.
  2. Select EFTS Manual Billing File.
  3. Select the date range of the transactions you wish to bill for.
  4. Click Find Requests.
  5. An excel download box will appear. Open or Save the file. Filled transactions from EFTS borrowers are displayed in the report. The report will include: Borrower’s LIBID, Request #, Journal or Book Title, Author, Date Filled, Patron and Borrower’s Max Cost. Transactions are displayed grouped by LIBID by default. Note: Transactions are only available for 150 days after the filled date. If no requests found, a blank file is generated.
  6. Go to and log in with your LIBID and Password.
  7. In the Member Menu, Click on Transaction Processing, then Manually Enter Transactions.
  8. Open the generated excel spreadsheet. Note: pop-up blocking software must be disabled in your browser in order to download the spreadsheet. 
  9. Using the excel spreadsheet, copy and paste transaction information into the form. Borrower’s LIBID, Request #, Date Filled and Amount are required.
  10. Click Add.
  11. Continue until all transactions have been entered. Do not enter requests with zero charge. Note: Canadian libraries should enter charges in Canadian Dollars only when billing other Canadian libraries.

How Does Routing Work in DOCLINE 6?

Routing Changes

The Routing Algorithm – the evaluative process that matches requests to lenders that can fill them - has changed in these ways:

  • Route to Resource Library option was removed (due to changes in the NNLM)
  • Route to All Other Libraries is more inclusive
  • Manual Routing Table is more prominent and easily populated
  • Limited Retention Holdings is not yet added to algorithm (e.g. latest 3 years, latest 18 months)
  • No automatic update of requested Fill from Format for PMID requests with visible [epub ahead of print] indicators
  • LinkOut Embargo information is no longer available

How Requests are matched to Lenders

When the Routing Algorithm checks for lenders in the Borrower's "Automatied (serial) Routing Table" potential lenders must:

  • Be active at the time the request is routed (according to Daily ILL schedule and Out of Office dates)
  • Hold the requested volume or year of the cited Journal (not embargoed)
  • Offer the Borrowers' primary (or alternate) delivery method(s)
  • Offer the requested Service Level (Rush or Urgent Patient Care, if specified by borrower)
  • Have the selected format of the journal (if specified by borrower)
  • Be an EFTS Library (if specified by borrower)
  • Not be included in the Borrowers' Do Not Route To List

The system will route directly to a single library with the "Route to Library" (prefixing) option or will "Route to NLM” whether or not they hold the requested material, because holdings are not evaluated for these routing options. Potential lenders must otherwise 'match' the request according to the routing algorithm.

Routing and Embargoes

Requests for articles without a PMID and citations without EPubDates will route to Lenders despite embargoes. The system needs to have accurate publication date information in a standardized format in order to reliably calculate an article's "age" to determine whether or not the item falls outside a Lender's embargo.

If you feel routing is not working as expected, please contact NLM at with specific examples, including request numbers.

Third-Party ILL System Integration

Will My Third-Party ILL System (CLIO, ILLIAD, QUICKDOC, RELAIS, TIPASA) Work With DOCLINE? What Are The Plans For Integrating DOCLINE With Other ILL Systems?

Some third-party vendors’ products are already compatible with DOCLINE 6.  To check if your system is compatible, contact your vendor directly. NLM plans for DOCLINE data to be accessible by other ILL software via APIs. We do not yet have a schedule for the release of the APIs. Continue to watch the DOCLINE homepage for announcements about this feature.


Why is DOCLINE 6 being released with only limited features?

DOCLINE 6 is being released iteratively beginning in November 2018. This process allows us to make new features available as quickly as possible. The initial release will include key tasks identified through testing and system usage analysis. New features will be added on a continuous basis over the next months based on priority. Please continue to send us your feedback; your suggestions will be considered for possible inclusion in a future update.


What happened to Tugger?

Tugger, the canine mascot for the DOCLINE system, was retired when DOCLINE was redesigned in 2018. The 2018 redesign featured a look-and-feel that was consistent with U.S. web design standards. Tugger was excluded from the designs to facilitate a more uniform appearance across Federal websites and NLM web products.

Last Reviewed: August 12, 2019