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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 01:44PM 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 title, barcode, or user email a...

    Jan 18, 2017 05:05PM 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 08, 2016 09:02AM 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 05:36PM 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 Checkouts page). Instead, your user has two options: they can read the ebook right now in their browser using OverDrive R...

    Jan 28, 2019 05:29PM 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 can't be accessed or returned through the Amazon account they're cur...

    Jan 28, 2019 05:29PM EST
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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 ...

    Oct 18, 2018 02:12PM EDT
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