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Digital Downloads Support Request

Please use this form only for reporting problems you may have using our e-Books and audiobooks from OverDrive.

If you are having trouble logging into your account on our hoopla streaming media service, please check here. If you are having other problems with hoopla, please check their help pages first. If this does not resolve the problem, please e-mail feedback@hoopladigital.com with your question.

To report problems with our other services, please see our Contact Us page.

Please be aware that requests sent on weekends may take longer to be resolved.

So we can get your problem resolved quickly, please include as much information as possible.

Are you getting a notice saying your card has expired?

If you get an error message indicating that your card has expired, please call or stop in to any of our locations during open hours and our public service staff can renew your registration. If this is the only problem you are having, you do not need to fill out the rest of this form.

Please let us know what kind of problem you are having.
 
Please tell us about the computer or device you are using (please check all that apply).
 

If you are borrowing Kindle format eBooks, please be aware that because of OverDrive's contractual arrangement with Amazon, we can only provide troubleshooting up to the point where the eBook is checked out; for any problems with the process after that point, you will need to go through Amazon's technical support.

What Web browser or other software are you using?
 

If the problem is with just one specific book, please let us know the title and author.

In the box below, please describe the problem you encountered. Please include as much of the following information as you can:

  • At what point in the process does the problem occur?
  • If there is an error message, what is the wording of the message?
  • Has it worked in the past? Has anything changed in your system, hardware, or library account (such as your library card number)?
  • Have you changed to a different e-mail address?

We may need to contact you for additional information to diagnose the problem. We will contact you by e-mail as soon as possible with instructions for resolving the problem.



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