FAQs digital library

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, Kanopy), use the forgot password link on their website.

Library membership not recognised

  • Check you are using the correct Willoughby City Library card (number beginning X060...), for example if you have been issued with a replacement card, or have multiple cards in your family.
  • 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.
  • For issues relating to a particular website or application, please refer to specific information on our eBooks, eAudiobooks, magazines, movies and other digital library resources.
  • Try using the help section of the website or app that you are trying to access (for example, BorrowBox or Kanopy).

More help?

Book a free Tech Bar help session or technology workshop – see our upcoming events and programs.