I have a library card but when I try to use some of your digital services it tells me that I'm not allowed to access it - why?
Do you live or pay taxes in the city of Regina? If not, you should be using the digital services found on your home library system's website. Access to many digital services is not shared between different library systems around the province of Saskatchewan.
You can switch to your home library system's website or you can contact us using one of the methods given at the right of this page to verify the information on your library account.
I'm using your app and it won't save my barcode and PIN! Why not?
How the app handles your credentials depends on how you exit from the app:
If you simply close the app by whatever method works for your device (ex. double-clicking the home button and flicking the app upward on most Apple devices) then the app will remember your barcode and PIN.
If you tap Logout from within the app then it will forget your barcode and PIN.
Why the difference? The app assumes that if you tap Logout then you either want higher security for your account or you want to log in to the app with another set of credentials (ex. your child's).
Why would hoopla be telling me that my card is expired when it isn't?
hoopla regularly updates their backend databases. While those updates usually go well, sometimes those updates causes problems - like erasing a customer's PIN from hoopla. When this happens, hoopla emails the impacted customers with an email stating:
Hello from hoopla Support!
We wanted to email you, and let you know it appears you are missing some account information that will be needed to use hoopla. Attached are some guides for each Website, IOS and Android devices, that will show you how to update your library card number and PIN with us so you can continue to enjoy the service. If you are not sure what your library card PIN is please contact your local library to request one, and if you have any issues with getting this updated please email us back by responding to this email.
If you attempt to use hoopla without re-entering your library card and PIN, it will not work and it will give the message that your card is expired. You can access your library settings on hoopla by following the instructions attached to the email sent by hoopla or by following hoopla's instructions on their website.
If you continue to have trouble, you can reach hoopla support by tapping "Submit Feedback" in the app or by emailing firstname.lastname@example.org.
Why would a title on Overdrive show as having 0 copies available?
Some of the eBooks and eAudiobooks on Overdrive are licensed based on the number of circulations or on a specific time period. When either of those expire we no longer have access to that title until a new license is purchased.
If you run in to this problem, please check the other eBook / eAudiobook providers for a copy of the title you are interested in (for example, hoopla or AudiobookCloud). You may also submit a purchase request within Overdrive itself.
Why can't some books be used in the Overdrive app?
PDF eBooks are meant to be used by customers running Windows 8 / 10 or customers using a traditional eReader like a Kobo. Attempts to open PDF eBooks in the app on an Andriod or iOS device will fail.
I'm trying to use the Naxos app and I'm being asked for a user name and a password. What do I do?
Naxos has updated their apps for their regular music library and their jazz library. You must sign up for an account with Naxos separately prior to using the apps.
Visit Naxos' mobile app information page and follow the instructions under the Public Library Card Holder section.
Why can't I log in to the Naxos apps anymore?
Naxos has instituted new security requirements for their apps to ensure that only current and active customers of subscribing institutions can use their products. They require that Member / Playlist accounts (what you use to log in to the apps) be reauthorized every 6 months. Instructions for how to reauthorize your account before it has expired are given on our pages for each service that has a Naxos app:
If more than 6 months have passed and your Member / Playlist account has expired fully, you will need to contact Naxos customer service to have them reactivate your account. You can do this by emailing Customer.Service@Naxos.com and providing them with:
- Your name.
- The name of the app that you are trying to access.
- Your email address that you used for your Member / Playlist account.
- Your subscribing institution (Regina Public Library)
- Screenshots showing that you have logged in to the relevant Naxos site through us but are unable to log in to your Member / Playlist account.
Regina Public Library staff have no access to Member / Playlist accounts and are unable to reactivate expired ones but are happy to assist you with contacting Naxos yourself.
I'm having trouble downloading or authorizing titles from Overdrive, what should I do?
You may receive one of the following error messages when attempting to download items from Overdrive:
- Error! Check Activation
- "You can only authorize this computer with an Adobe ID that hasn’t previously been used to authorize any other computer or mobile devices. Please try again."
You should first deauthorize and re-authorize the Adobe Digital Editions software on your computer.
If that does not solve the problem, you should completely uninstall Adobe Digital Editions and re-download the software from Adobe.
Am I blocked from using digital services if I owe too much money?
No. You may continue using any of our digital services regardless of how much money you owe. Only the expiry of your library account will block access to our digital services.