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Working With Your Account Online

Q: I'm having problems placing holds/updating my PIN/renewing materials.

A: As every person's situation (PC setup, software, web browser, etc.) is unique, we are not always able to reproduce or address errors. However, the following tips can help ensure your ability to access your account.

Cookies

Your browser must be set to accept "cookies" in order to log in and perform functions in your patron record (update your PIN, place holds, renew, etc.) Cookies, as you may know, are pieces of identifying information created by the site and temporarily stored on your hard drive. If your browser is set to not accept cookies, you will unfortunately continue to experience problems logging in and navigating through the site. Depending on what browser you have, the choice of enabling cookies is usually located under an Internet Options or Preferences tab. To enable cookies or check to see if they are enabled, please use the following steps:

•         Click on Tools.

•         Choose Internet Options.

•         Click on Privacy tab.

•         Click on Advanced.

•         Check the over-ride box.

•         Enable/accept cookies.

•         Click on Always allow session cookies.

Clear Your Cache and Cookie Files

If you are using an Internet Explorer browser, please follow these instructions to clear your cache and cookie files:

•         Open Your Internet Explorer browser.

•         Click on Tools.

•         Choose Internet Options.

•         Under the General tab > Browsing History, click Delete Browsing History.

•         Delete Temporary Internet Files, Cookies and History.

•         Also under Browsing History, click Settings and make sure that your browser automatically checks for newer versions of stored pages.

•         Click on OK.

•         Restart your browser.

Firewalls/Security Suites

Sometimes firewalls and security suites block sites, including our online catalog and databases. Specifically, you'll need to check to make sure the software does not block cookies and browser privacy is disabled. In addition, you may need to temporarily disable your firewall to successfully log in. You can then enable your firewall when you are finished using the library's web site. Follow the instruction manual that came with your firewall to disable and enable your firewall.

Q: How do I renew my materials?

A: Library cardholders may renew their own materials online. All material may be renewed except for materials with holds and materials on which you owe fines.

•         Log in to your account.

•         If not the default view click the "Items currently checked out" link to view the materials you have checked out.

•         Select the materials you want to renew by checking the boxes in the Renew column, and then click the Renew Selected button. If you want to renew everything, click the Renew ALL button.

•         If you cannot renew items, a message will appear on the screen. If you are successful, a new due date will appear in the "Status" column. Always check the "Status" column for EACH ITEM to verify the success or failure of your renewal.

Q: How many times am I allowed to renew materials?

A: Five times if there are no holds on the item.

Q: How does auto-renewal work?

A: All checkouts will be automatically renewed 5 times unless they are Lucky Day items or have a hold. Email notifications will confirm if an item was automatically renewed. Items also can be renewed in the librarys online catalog under 'My Account' or by calling a branch during regular hours.

Items cannot be renewed if:

•         Another library patron has placed a hold on the item.

•         Overdue fines or fees exceed $10.

•         Card renewal is needed.

•         The item is from the Lucky Day collection or is one of our STEAM Kits.

Q: What is a "Preferred Search?

A: Preferred Search is a feature that lets you save a search to revisit at a future time. For example, you can do a search on your favorite author. A Preferred Search may be for an author, a subject, or even a keyword.

Q: How do I create a Preferred Search" list?

A:

•         Login to your account.

•         Click on the "New Search" button.

•         Search for your favorite author, subject, title, etc. or create an advanced keyword search including limits to material type, language, publication, year etc...

•         When your results are displayed, click the button marked "Save as Preferred Search".

•         The next time that you log in to your account, you can click the "Preferred Searches" button to see a list of your saved searches.

•         Click on the search link associated with any of the preferred search terms in the list to quickly execute your search.

•         You can be alerted of new materials added to the library collection which match your searches. Just check the "Mark for Email" box and be sure that patron record information includes your current email address.

Q: How can I keep track of items I have checked out from the library?

A: When you are in the library checking your books out from the circulation desk you will receive a receipt automatically. When using the self-check terminals, the screen will prompt you to print out a receipt. You may also log into your library account and view all of the materials currently checked out on your card.

Q: How do I get a library card?

A: Bring a photo I.D. that shows your current name and address (and an additional form of identification if Photo I.D. is not current) to any of our 10 branches. A parent or legal guardian must assume responsibility for materials borrowed by a person 17 years of age and younger. Therefore, it is the parent's or legal guardian's identification that is required for registration of a minor.

Q: Do I need a library card to access the library's electronic resources (databases and downloadables)?

A: Yes, these services require a library card. If you don't already have a library card we offer an eCard to access our electronic resources, including databases, downloadable books, magazines, audio, video and music. You do not need an eCard if you have a standard CCPL Library Card. Your standard card allows you all the benefits of an eCard (and more).

eCard users who wish to check out library materials from our branch libraries must upgrade to a standard CCPL Library Card.

After you apply for an eCard, we will send you a confirmation email and process your application in 2-3 days. Once you receive the eCard, just setup a library account online with the instructions included.

Q: Do I have to renew my library card? Does my library card expire?

A: Clermont County Public Library cards expire after three years to ensure patrons' records remain up-to-date. Expired cards must be renewed in order to check out items, reserve materials, and view patron records online. To renew an expired card, present the original card with your current identification with proof of address at your local library. Once your card is verified and renewed, it may be used to borrow materials, check out e-books and access the library's online resources. The card itself does not need to be replaced, nor is there a fee for renewing a card.

Q: Why does my library card expire and how do I tell when it does?

A: Having cards expire helps us keep our database current and ensures that all library correspondence goes to the correct email address, physical address, or phone number. Please ask at your local branch library or call our Library Account Help Line at 513-735-7144 to find out when your card expires.

Q: What if my card is lost, damaged or stolen?

A: In the event that a card is lost or stolen, it is the patron's responsibility to notify the library immediately. Upon notification (in person), a reported lost/stolen card will be blocked from further use. A new card and number will be issued upon re-registration. Proper identification must be presented before a replacement card can be issued.

Q: What do I do if my card number is being used by someone else?

A: If you believe that someone else is using your card number, you should notify your local library immediately. The library will deactivate the card and you will need to request a replacement card.

Q: Why do I need to have my picture taken when applying for a library card?

A: Having your picture in your library record ensures that no one else but you can use your card unless you specify a designated borrower who may use your library card. Your picture in your library record gives you an extra layer of security so that you may be identified properly when using your card.

Q: What is a designated borrower?

A: A designated borrower is someone you choose when applying for your library card (or at any time) who has your permission to use your library card to pick up materials for you in your absence. That person must show proper I.D. to identify themselves as your designated borrower.

Q: What happens if I forget my library card and want to check out books?

A: If you have photo identification such as a driver's license or state I.D. you may use this to check out materials. We strongly encourage everyone to carry their library cards with them and use them whenever possible.

Q: How old does my child have to be before he/she gets a library card?

A: A child must be 3 years of age or older in order to obtain a library card. The parent must accompany their minor child and show proper identification (driver's license or state I.D.) that displays their current name and address. Whoever the signing parent/legal guardian is on the child's library record, they must accept responsibility by signing the child's library card application.

Q: How long can I check out materials?

A: It varies depending on card type and type of material. On a standard card:

 

 

The Clermont County Public Library is not responsible for any damage to a patron's personal property through the use of Library materials.

Q: May I return my library materials to any branch?

A: Yes. Your items may be returned to any Clermont County Public Library.

Q: What is SearchOhio and OhioLink borrowing?

A: With SearchOhio and OhioLink borrowing you can search for materials not included in our collection from 160+ public and academic libraries in Ohio. Requested items are held for 10 days. Loan periods vary, please see above borrowing guidelines. Item late fees are $0.20/day. Damaged/Lost item replacement fee is $25.

Q: What is a "hold"?

A: When you place an item on "hold" at the library (also called a "request" in your online account), your name is placed on a waiting list of individuals who wish to check out the item. A hold also allows you to specify that your item(s) be delivered to your local library. If you place a hold on an item and the person who currently has it wishes to renew it, he/she will not be allowed to do so because the hold will prevent the renewal. You will be notified by email or telephone when your hold is available and the date by which it must be picked up. CCPL items are held for 7 days, INN-Reach holds are held for 10 days. You may place a hold at the library computers, from home via the library's online catalog or ask a staff member to place the hold for you.

Q: How do I place a hold?

A: To place a hold online, search for the desired item in the library's online catalog. From a list of search results, find the desired item and click on the Request link. You will be asked to log in to your library account to complete your request. Follow the instructions on the Login screen by entering your name, library card number and Personal Identification Number (PIN) and pickup location from the drop-down menu. Then click the Submit button. You will see a screen that tells you if your hold request was placed successfully.

Q: How do I request multiple items?

A: As you find items in the catalog that you'd like to request, click the checkbox located on the left side of the screen showing your search results. You can then "Add Marked to Bag". Once you're finished searching the catalog, click on the View Bag button located at the top of the page. Then click on the Request Saved button. If you haven't already logged in to your account from the home page, you will need to enter in your name, library card number and Personal Identification Number (PIN). You will need to choose a pickup location for any items you request. Otherwise, once you are logged in to your account, you can place a hold on any item as you are browsing/searching the catalog.

Q: How will I be notified when I have overdue books or items on hold to be picked up?

A: Notices are sent to you by email or phone depending on how your account is set up. Email notification is better for you and your library because you receive speedy notification of when your requested items are ready for you to pick up. You will receive courtesy reminders 3 days before items are due, and you'll receive notices of overdue items more quickly. Contact your library and add your email address to your account, or check that the email address in your account is current. As a courtesy, the library will make reasonable efforts to contact patrons regarding overdue materials. However, non-delivery of notices does not exclude patrons from overdue fines.

Q: Why am I not receiving my e-mail notices?

A: Your notices may be blocked. Please note that spam-filtering software may block these messages. To ensure that library notices arrive in your e-mail, please configure your spam filter to receive messages from the following e-mail addresses: circadm@lincc.clermont.lib.oh.us and notices@clermontlibrary.org. It is also possible that you have an old/incorrect email account on file. You may call your local library branch to verify the details of your account or log onto your account online.

Q: What are the fines for overdue materials?

A: It depends on the item type. Below is a table of our Fines and Fees Schedule detailing what we charge for overdue materials. It also contains fees charged for other services:

 

 

*Lost/Damaged Items

If an item is lost, damaged beyond repair or a part of the item is missing, the replacement fee may be a portion up to the full price of the item.

**Collection Agency Fee

The borrower is responsible for all items borrowed on his or her library card. Parents and legal guardians are responsible for their child's card, borrowed items, fines and fees. The library reserves the right to refuse further service until overdue items are returned and account balances are paid. The library may employ a third party to assist in retrieving overdue materials and fines. The Collection Agency fee is $10.00 per account for each time an account is referred for collection.

 

Q: How can I pay my fines and fees online?

Log onto your library account. On the left hand side of your account page, you will see the amount you owe in unpaid fines and fees. Click on this link. There will be an option for you to pay your fines and fees online.

Q: What forms of payment are accepted for Online Payment?

A: The Library accepts Visa, Mastercard, Discover and Debit Cards.

Q: Is there a minimum fine amount that can be paid online?

A: The minimum amount that can be paid online is $1.01. You may pay any fine amount you owe, but each selected item must be paid in full, partial payment is not allowed.

Q: Can I choose to pay only a portion of a fine?

A: Once in the "My Account - unpaid fines and bills link," all fines are pre-selected. If you do not wish to pay all of the fines, you can uncheck those fines you do not wish to pay. The fine amount will recalculate automatically. Note: each selected item must be paid in full - you cannot pay a partial amount on a selected fine.

Q: Is a service fee charged when I pay my fines online?

A: No. The Clermont County Public Library does not add an additional service charge for paying fines online at this time.

Q: Do I get a receipt when I pay my fines online?

A: If you include an email address with the credit card information you submit, a receipt will be sent automatically to that email address. A payment receipt also displays online and may be printed.

Q: Why do the fines I just paid still appear on the My Account screen?

A: You may need to "refresh" your browser screen. When you do, it will accurately reflect your payment.

Q: Is the transaction secure?

A: All transactions are secured with Secure Sockets Layers (SSL) security and 128-bit encryption. The Library provides this service to ensure that user's sensitive information is only used for its intended purpose.

Q: Will my credit card information be saved?

A: No. The Library will not retain any of your credit card information. You will have to reenter it, should you wish to pay online again.

Q: Help! I received an error message: "There is a problem with your patron record - payment not made - please see librarian for assistance."

A: This message indicates that the system was not able to access your library card record. If the error message displays after you attempt payment again, please try the transaction again at a later time or visit your local branch to pay your fines or fees. If you receive this error message it means that no payment was processed and no fines were cleared.

Q: What happens if I receive a message that the transaction was declined?

A: Your fines and fees will not be applied to the credit/debit card and will remain on your library account. Contact the institution issuing your credit/debit card for more information as to why the transaction was declined.