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End-user support tools
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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...
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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 title, barcode, or user email a...
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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: ...
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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 Search checkouts button. Locate the c...
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What to do if a user requests a different format for a borrowed title
Permission required: End-user support Unfortunately, once a user downloads a title in a specific format, they can't download it in another format. Instead, your user has two options: they can read the ebook in their browser using OverDrive Read, or they can borrow the book again and choose a diffe...
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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 can't be accessed or returned through the Amazon account they're cur...
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How to view support requests from your end users
Permission required: End-user support With the View user support requests feature on the Support tab, you can see information about the requests your library users or students submit to OverDrive Support. Information in the tool includes: Date submitted Date ...
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About the "Search checkouts" report
With this report, you can search for checkouts by ID, library card number ("barcode"), or title. You can also view checkout details and reset download links for titles on a case-by-case basis. Important notes: This report is only available under Support > Search ...
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