top of page

FAQS for Digital Resources

Frequently asked questions when accessing digital library collections

Forgot my password

  • If you forget your library account password, you can reset this through the library catalogue

  • If you make three unsuccessful password attempts, your account will be blocked for security reasons. If your account is blocked, please wait 5 minutes before trying with your new password. You will be unable to access the library's digital collections and apps until your account is unblocked.

  • If you have forgotten your password associated with a particular service (for example, Libby), use the forgot password link on their website.

Library membership not recognised

  • Check you are using the correct  Library card (number beginning SM6...), for example if you have been issued with a replacement card, or have multiple cards in your family.

  • Check with the library that your account has been updated. We update them every two years to confirm that information is correct.

  • If you have not used your card in some time, you may need to re-join the library, then visit your nearest branch with ID and proof of current address to collect your new membership card.

General troubleshooting tips

  • Try logging out, then logging back into the app or service.

  • Check that you have the latest app version installed on your device.

  • Check that your device operating system supports the latest app version.

bottom of page