The top 10 support questions you’ll get during the holiday season (and how to answer them)
By Daver Jennings, an OverDrive Support Services Specialist
This holiday season, more people will be using your OverDrive-powered digital collection. With the increased traffic, you may get asked some of our most frequently asked questions listed below:
How do I return digital titles?
This FAQ tops the list for the second year in a row. The best place to find information for this FAQ is on OverDrive Help in the article about returning titles before the lending period expires. From there, you’ll find links to steps for returning titles from specific devices or software.
How to merge library card accounts
Since last holiday season, OverDrive has added the ability to merge barcode activity for users in Marketplace under “End-user support” (found under the SUPPORT tab). For more information, please reference page 98 of the Marketplace User Guide, which offers comprehensive information about Marketplace.
How to reset a download link
If a user attempts to download a digital title too many times, they may encounter an error. When this occurs, you can reset the download link for the title in Marketplace using the Reset downloads button found under “End-user support.” Need more information? Please refer to the Marketplace User Guide.
What to do if the OverDrive app is not working
You can find basic step-by-step instructions to troubleshoot the OverDrive app on mobile devices in the help article. These are good first steps to give users, especially if you don’t have detailed information about the issue.
Can I renew digital titles from my library?
Renewing digital titles works a little bit different than renewing physical titles. Users can learn how they can renew digital titles or request them again in the help article.Note: Not all libraries offer the Renew or Request Again.
Will my device work with OverDrive?
This is the time of year when many people give or receive new devices that they then use with OverDrive. If you are not familiar with these devices, the best place to start is the Device profiles on OverDrive Help. Here you can find information on the most popular devices and platforms and learn how they can be used with digital titles from OverDrive. Each profile will recommend software or apps, compatible formats, steps on getting started, and more.
Why am I getting an error saying an eBook has been downloaded or fulfilled by another user or account?With users receiving new devices this holiday season you may be asked about this or similar errors. This error occurs when you try to open an eBook that you’ve already downloaded to another device, and that device was authorized with a different OverDrive account, library card, or Adobe ID. To see what steps are needed to resolve this error, please check out this help article. You can also check out our article about downloading the same eBooks to multiple devices, which could help prevent this type of error.
Can I recommend digital titles?
If your library has the Recommend feature, users can recommend titles that aren’t in your collection. Learn more about how users can recommend titles in the help article. If you would like to learn more about how to add the Recommend feature to your OverDrive site, please contact your Account Specialist.
What are the maturity levels I can choose from on my library site?
Maturity levels allow users to exclude content categorized under certain “maturity levels” that they may not want to see while browsing and searching a digital collection. Further information on updating these levels can be found in the help article.
This holiday season, please remember that just like a digital collection website, OverDrive Help is available 24/7 and is a great resource for answering these or similar questions.
For more information, please check out OverDrive Help or the Marketplace User Guide. You can also listen to our “Preparing for the Holiday Rush” webcast which is currently available on the Learning Center. If you would like your users to be able to submit support issues directly to OverDrive, please check out more information about Front Line Tech Support.
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