I've Got a Problem...

If you encounter any difficulties, here is a selection of problems commonly encountered when using My Account and the Library Catalogue.

Frequently Asked Questions

Why does the system ask for my library card number and PIN each time I place a hold?
The system says I'm blocked - what does this mean?
I can't place holds because my privilege has expired - what does this mean?
Do I have to type all 14 digits of my library card number - can't the Catalogue remember it?

Why does the system ask for my library card number and PIN each time I place a hold?

In order for the system to retain your information for the duration of your catalogue session, log in using the boxes in the upper right corner of the screen.

If you have not logged in using these boxes, you may be prompted to enter your information in the main part of the screen (e.g. if you try to place a hold). If you enter your card number and PIN here, it will be retained only long enough to complete that one transaction. If you then try to place a second hold, you will have to enter this information again. Before beginning your session, always login at the top right corner of the screen.

The system says I'm blocked - what does this mean?

If you have fines or other charges of more than $10.00 on your library card ($5.00 for children), your account will be "blocked." This means that you are not able to check out materials or place holds until the balance is reduced to an amount below the limit. If you attempt to place a hold while blocked, you will see a message informing you of the block.

There are two types of fines that are added together to determine whether your card is blocked.

the amount of unpaid fines on items that have already been returned, but were overdue.
the amount of any fines which you owe as of today, on overdue items that have not yet been returned. This amount could increase if the items are returned at a later date.

I can't place holds because my privilege has expired - what does this mean?

All customer library cards have a set expiry date. Your privilege must be renewed every 2 years in order to keep your card active. This policy enables the library to retain current records on our customers. Please bring your card and current identification to your library and we'll renew your privilege for another 2 years.

Do I have to type all 14 digits of my library card number - can't the Catalogue remember it?

The Library Catalogue requires all 14 digits of the card number (no spaces). Today’s newer technology does not permit us to use shortcuts. These days, more numbers are required to process information more securely.

For privacy reasons, our system does not track the internet address of your home computer or laptop, so it is not able to retain your library card number. However, your home computer's browser may have an auto-complete feature that allows you to select your 14 digit library card and PIN number from separate drop-down menus. If this feature has been activated, you will be asked to select whether or not you would like to have your password saved. Clicking ‘yes’ will save your PIN number.

The auto-complete feature is not available on public computers in the library for security reasons.

For holders of a BPL library card, your card number has been started for you at login. Just add the zeros and significant numbers, then your PIN number.

Connect to the Catalogue

You can then look for books and other library materials. Use your library card and PIN number to check your library card account, place holds, renew books, etc.

Updated December 2009

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