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OverDrive Support Request Form for Library Staff

Library staff may request accounts to contact OverDrive Support directly via OverDrive's Support Request Form. Email to request an account.

The form for obtaining technical support is part of Content Reserve, a staff-only website provided by OverDrive. Support requests are submitted by logging in to the Content Reserve website and filling out the form. OverDrive assigns a case number to each request and responds to library staff via email.

Instructions for using the OverDrive Support Request Form

How to log in and find the support form (video, 51 sec.).

Training and Slides about contacting OverDrive Support.

Support Request Form "Don'ts"

The WPLC support agreement with OverDrive prohibits the following actions:

• Supplying the patron’s name and email in the “Your Name” and “Your Email” fields. The library must remain the intermediary for all support interactions. When the form is asking for “Your Name” and “Your Email,” that should be the email and name for the library staff person filling out the form.
• Forwarding any parts of the OverDrive email to the patron that would provide the patron with the OverDrive support information (email, support reps name, etc.). Any information that is needed to respond to the patron should be copied from the email response and pasted into a reply to the patron without OverDrive’s email address, etc.

Additional Content Reserve Features

Reports

• Current waiting list: View titles your patrons have on hold.
• Circulation activity: View all borrowing activity.
• Collection statistics: View details on titles including checkouts, holds, metered access usage, and more.
• Library statistics: View an overview of your digital library including overall and current checkouts, holds, and patrons.
• User statistics: Search for and view patrons' checkouts and view new user registrations. 

Reactivate a download

A license for a checked out title is downloaded when a patron clicks the 'download' button from the download Library. A borrower might report: 

• A missing download button.
• A download error.

Why does this happen?

• Adobe eBooks: A license can be downloaded three times during a single lending period.
• OverDrive Audio Titles (WMA): A license can be downloaded three times during a single lending period. 

Use Content Reserve to reactivate a download. You will need the borrower's library card number and title.

• Log into your Content Reserve account.
• Click the Reports tab.
• Select the Search checkouts report.
• Enter the user's library card number and click View report.
• Click View next to the title to reactivate.
  The 'Checkout Details' page opens.
• Click the Reactivate button.

For more information about OverDrive, contact the Help Desk.

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