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Digital Downloads Support Request

Please use this form only for reporting problems you may have using our downloadable 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 with your question.

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

Before reporting a problem with OverDrive, please look over these pages about our downloadable audiobooks and eBooks; the information there may provide a faster solution to your problem. 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.

Fields marked with a * are required.

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.

Otherwise, please continue with the form.

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; any problems with the process after that point require that you go through Amazon's technical support.

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 applies:

  • 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 (e.g., 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.