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End-user support tools

  • How to manage a user's hold

    Permission required: End-user support To cancel a user's hold or move a user up or down the holds list for a specific title, follow these steps: Click the Support tab, then the Manage holds button. In the search box that opens, locate the desired hold by enter...

    Dec 08, 2016 04:46PM EST
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  • How to return a user's borrowed titles

    Permission required: End-user support To return a title from a user's account before the end of the lending period, follow these steps: Click the Support tab, then the Return titles button. In the search box that opens, locate the desired title by entering the ...

    Dec 08, 2016 04:46PM EST
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  • How to merge library cards or user IDs

    Permission required: End-user support Merging user IDs (or "barcodes") allows your users to keep their OverDrive checkouts, holds, and other account activity when they switch library cards (for example, if they lose their original card). Use the steps below to merge user IDs: ...

    Dec 09, 2016 03:17PM EST
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  • How to reset a user's download link

    Permission required: End-user support To reset a user's download link for a title that they currently have checked out, but for which they've exhausted the download limit, follow these steps: Click the Support tab, then the Reset downloads button. Locate the ch...

    Dec 22, 2016 05:30PM EST
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  • What to do if a user requests a different format for a borrowed title

    Permission required: End-user support Unfortunately, you can't change the download format for a title once a user locks it in (by selecting a download format on their Loans page). Instead, you can return the title from the user's account using the Return titles feature (under the Support...

    Dec 09, 2016 01:46PM EST
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  • What to do if Kindle Books are not showing up in a user's "M...

    When a downloaded Kindle Book does not appear in a user's "Manage Your Content & Devices" list on Amazon.com, it may be because the user already redeemed it using a different Amazon account. If this is the case, the Kindle Book cannot be accessed or returned through the Amazon account they're cu...

    Dec 08, 2016 04:47PM EST
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