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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: ...

    Jul 24, 2019 12:32PM EDT
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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...

    Jun 11, 2019 03:48PM EDT
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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...

    May 03, 2019 04:22PM EDT
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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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  • 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 ...

    Jun 11, 2019 03:49PM EDT
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