NetLibrary frequently asked questions

If you can't find your answer here or have more questions, please read the NetLibrary help pages (use the Help option at the top right of any NetLibrary web page) or e-mail peoples.network@richmond.gov.uk.

I can't access NetLibrary through the library catalogue Online Resources, even though I am entering my library card number and PIN correctly.

There are some known problems caused by browser cookie settings and personal firewalls. Please see Problems accessing our online services? If the problem persists contact peoples.network@richmond.gov.uk.

Do I have to be online to read e-books?

Yes, all Richmond's NetLibrary e-books must be read online over an Internet connection. They cannot be downloaded and accessed later. (Please note: our NetLibrary eAudiobooks - talking books - can be downloaded and listened to offline).

I get the message: "We're sorry, your library's copies of this eContent are currently in use."

Only one user is allowed to view a 'copy' of an e-book at any one time. This is similar to a real library - if someone has taken out a book, nobody else can access it. We now have 2 electronic copies of the majority of our subscription e-book titles, so we hope such conflicts will be minimised. This restriction does not apply to the public collection of classic titles, nor to our NetLibrary downloadable eAudiobooks.

If an e-book is already in use, NetLibrary will give you the option of notifying you once that particular e-book is available again. This works like a simple e-mail notification service, which means NetLibrary will not hold the book for you.

In addition, NetLibrary will normally try to suggest alternative titles on the same subject.