FAQs and Help Guides

An Adobe ID is an account created through the Adobe.com website. It allows library users to download and open eBooks that are DRM (Digital Rights Management)-protected. This is the ID you will need if you are using Adobe Digital Editions software on your computer to transfer eBooks to your e-reader.

OverDriveRead is the website interface to read eBooks on your web browser. OverDriveRead is very useful if you are unable, or unwilling, to use the apps or software required to download eBooks you have borrowed. Since you are not downloading the eBook, this requires you to be constantly connected to the Internet while you are reading.

OverDriveListen is the same as OverDriveRead - but for eAudiobooks. You can listen to eAudiobooks on your web browser without the need for extra apps or software. Also, like OverDriveRead, you require a constant Internet connection while you listen.

If the Wireless login page does not appear, go to the following website which will force the login page to display: neverssl.com

There are currently no time limits set on use of the wireless network (within the library’s opening hours); however, you will be automatically logged out after 30 minutes of inactivity. If you are logged out, simply re-open your browser and re-authenticate.

Yes, you must allow cookies in order to use the OPL Wireless network. The cookie allows the network to recognize you as a valid library patron once you have authenticated by using your library barcode and PIN.

While you don’t need special software, up-to-date drivers have remedied many connection problems. The drivers included with the card may be several generations old. Updates are usually available on the vendor’s website.

Check with the manufacturers for resolution. Some cards are more problematic than others, but upgrades are regularly available for the popular cards.

Viruses do not come from the network itself. They come from the Internet, often as attachments to e-mail. It is your responsibility to protect your device from viruses and hackers (e.g. by using up-to-date anti-virus software, firewalls, etc.)

For general questions about the Library's wireless network, email InfoService@BiblioOttawaLibrary.ca. For specific questions about your hardware or software, contact the manufacturer.

• Items can be checked out for a maximum of 3 weeks.
• We cannot offer renewals due to the lending library’s due dates.

The number of books you can check out and place on hold, per account, as well as the loan period for eBooks and eAudiobooks is dependent on the platform. Here is a helpful summary:

OverDrive (Libby app): 10 checkouts, 21-day loan period, 10 holds

TumbleBook Library: No checkouts or holds needed. All items are read within your browser.

CloudLibrary Express: 2 checkouts, no holds allowed, 7-day loan period.

CloudLibrary French eAudiobooks: 10 checkouts, 21-day loan period, 20 holds

Cantook (Canoo app or Aldiko app): 20 checkouts, 21-day loan period, 20 holds

Toutapprendre: Collections are always available, so no check out or holds are required. 

Hoopla: 6 checkouts a month for all Hoopla collections (music, movies, and comics), 21-day loan period. Collections are always available, so no holds are required. 

• You will be notified by the method you selected on your library card account for holds.
• The item will appear in your hold list on your library card account.

• There is a cancel button on your Dashboard. Click on Log In/My OPL.  Under My Borrowing, click on My ILL requests.
• You can also contact InfoService to request cancellations: 613-580-2940 or InfoService@BiblioOttawaLibrary.ca.
• Please note, if the item has already been shipped by the lending library, then you will be charged any applicable loan and return postage fees.

 There are 2 ways to access ILL submissions.

• From the home page, click on the drop down for your profile (usually Username), then click on “My Ottawa Public Library”.
• From the catalogue, click on your profile (usually Username), then under MY EVENTS AND BOOKINGS, click on My ILL requests.                       

Once you get to the profile page, you now have 2 options, you can either click on ILL Submissions tab, this will bring you to a page that displays all ILLs and statuses, messages etc. OR you can scroll down and click on “Pending ILL Submissions”, this will show you only active ones. 

• It is used as a tracking mechanism. It is a quick identifier for customers and library staff to ensure its return to the ILL department.  Leaving the pink band on will help avoid potential lost book fees.

What is SmartPay?

SmartPay is a secure online tool where customers can pay bills or fees to organizations or companies. SmartPay is the Ottawa Public Library’s (OPL) service provider that enables customers to pay their Library fees online (for amounts that are higher than $1.00).

How do I access SmartPay?

You can access SmartPay directly here.

You can also log in to My OPL using your Library card number and PIN and follow the link to SmartPay. Or you can follow the link to SmartPay either on the OPL homepage or in the OPL catalogue (Bibliocommons).

If I am already logged in to my OPL account, why do I have to log in again on the SmartPay page?

You need to log in to SmartPay separately because you are logging in to a secure site designed to protect your credit card information.

What methods of payment can I use?

You can pay by credit card only. You may use Visa, Mastercard or American Express. Debit cards are not accepted.

Can I only pay a portion of my fees?

You may choose to pay all or a portion of your fees at any given time unless your account includes long overdue items/fees that have been listed with the Library’s recovery agency. 

What if my account has long overdue items/fees?

Partial payments cannot be made on long overdue accounts that have been listed with the Library’s recovery agency. You may, however, pay these accounts in full by using SmartPay.

Can I still pay my fees online if my Library card has expired?

Yes.

Can I print a receipt of my transactions?

Yes.

Will OPL employees be able to verify that I’ve paid online?

Yes, your borrower record will indicate that a fee was paid using SmartPay.

I am not sure if I completed a transaction. How can I check?

Once you have logged in to SmartPay, go to the Transactions tab. Your past transactions will be listed. You can also click on the Pay Fees tab to see if you still owe fees.

How long will these archived transactions be available to me?

Your transaction history will remain available indefinitely.

How will I recognize these payments on my credit card statement?

They will appear as OPL/BPO Online.

Who has access to my credit card information?

You are the only one who has access to your credit card information. Credit card details are not stored and must be re-entered each time you login to pay a fee.

View the OPL’s privacy statement

Can I get a refund if I find and bring back the books I paid for?

No refunds are issued for fees or items that were paid for.

I cannot log in to the SmartPay site. What should I do?

Make sure you are using the correct number on your Library card and the right PIN. If you are sure you are using the right numbers but still cannot log in to the SmartPay site, please contact InfoService – 613-580-2940.

**For more information about SmartPay, go to www.comprisetechnologies.com**

View the complete list of loan periods and fees.

This depends on the platform you are using to access your eBook or eAudiobook.

OverDrive (Libby app): you can use up to 6 separate devices to read or listen to digital items from OverDrive, as long as the devices are authorized with the same OverDrive account or Adobe ID.

TumbleBook Library: No limitations.

CloudLibrary Express: No limitations.

CloudLibrary French eAudiobooks: No limitations.

Cantook (Canoo app or Aldiko app): Not specified.

Toutapprendre: No limitations.

Hoopla: Can use any number of devices but only one at a time.