Posted: Thursday 26th March 2020
Frequently asked questions
Q. I have joined online, but my temporary membership number is not working
A. Please contact us with your membership details. We are aware of a problem with some temporary membership numbers and are working with our system supplier to resolve this as soon as possible.
Q. Why have I have received a Covid19 update email from Hertfordshire libraries?
A. We recently sent out a service update email to all current and lapsed Hertfordshire library users to ensure that they were appropriately informed of the current situation. If you feel you received this message in error, please contact us
Q. Why are libraries closed?
A. On Friday 20 March 2020, the Prime Minister announced that a range of venues where people meet, should close with immediate effect to restrict the spread of Coronavirus. On Monday 23 March 2020 this restriction was extended to specifically include libraries.
Q. Can I return the books I have on loan?
A. Please hold onto any library items that you currently have on loan until libraries reopen.
Q. How can I renew my books?
A. We have extended the loan period on all items, so you do not need to renew your books. This applies to all stock, including items which are usually loaned for one week only. We have also extended the number of renewals allowed for each item from 4 to 15. Login to check when your books are due back.
Q. I am already a library member. Do I also have to join online?
A. As an existing library member, you can access all our online services. All you need is your card number and PIN.
Q. I have books that are due back / overdue, will I be charged?
A. We have extended the loan period on all items. This applies to all stock, including items which are usually loaned for one week only. We will not charge for items that are overdue during this time.
Q. My books were already overdue before you closed, will charges continue to increase?
A. No, the amount owing up to 16 March will remain, however no additional charges will be added during this time. You can pay your outstanding charges online by logging in with your membership number.
Q. I have a Hot Pick book /DVD / magazine which is a one-week loan, what should I do?
A. We have extended the loan period on all items. This applies to all stock, including items which are usually loaned for one week only.
Q. Can I place reservations?
A. No, it is not possible to reserve any item at the moment.
Q. I have received an email / letter saying that my reservation is ready to collect. What should I do?
A. All libraries are currently closed. It will not be possible for you to collect your reserved item at this time. Once libraries re-open, we will ensure that reserved items are held for longer than usual.
Q. Will I have to pay additional charges as a result of libraries being closed?
Q. I want to use the online library services, how can I get a PIN?
A. You can reset your PIN online, if we have your email address on record. Alternatively, contact us with your library card number and we will get a PIN for you.
Q. I am not a member. How do I join?
A. You can join online if you live, work or study in Hertfordshire. No need to visit a library at present. When libraries re-open, you will need to collect your card before your registration expires by visiting a library with a proof of address.
Q. When will my membership expire?
A. For new online members, your membership will expire 210 days after you joined. In addition, we are automatically extending all library memberships, including online memberships before they expire. You can check when your registration will expire by logging in your account with your card number and PIN.
Q. How do I access your online services?
A. All library members, including new members who joined online, can use our online resources. In most cases, you only need your card number. For BorrowBox, you will need your card number and PIN.
You can access the following resources:
Q. What is the library service doing to support people whilst libraries are closed?
A. Although our buildings are closed, we have many services that you can access online, including:
eBooks and audiobooks With a great range of titles for adults, teens and children, we’ve been busy topping up our stock levels to make sure there is plenty of choice for everyone
Newspapers and magazines Keep up with the news from the daily papers from the UK and around the world, or discover a new interest with our online magazine collection
Reference library online We might all be staying at home, but we can keep our brains active with online courses, reference books and homework resources including Britannica online
Q. How can I keep up to date with library news?
A. You can keep in touch with us on social media and stay up to date with all the latest news from Hertfordshire libraries. We’ll help to keep you reading with recommendations and links to our great eBook and eAudiobook collections and you can join our new online book club. Look out for news about online story times for children and our free resources to keep you entertained at home.
Q. My question has not been answered. How can I get in touch with you?
If you have a question, you can contact us by email using this form.
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