Problems accessing our online services?
If you are having difficulty accessing any of our online services, this page may help you resolve your problem. If not, please contact peoples.network@richmond.gov.uk.
Library card number
The services for which we pay a subscription, including our online reference services, e-books and eAudiobooks, are only available to Richmond borough library members. To access our online reference services from home you will need to login using your library card number. You will either be prompted for the number or you will need to select the option for "Library Card Login", "Library barcode user login" or similar. Make sure:
- You enter the whole number from your library card, including the DXXXX prefix. Some services require the DXXXX to be in capitals.
- The 000 are 3 number zeros, not letter Os.
- Leave no spaces, even if the number has spaces on your library card.
PIN number
You now only need to enter a 4 digit PIN when accessing our e-books or eAudiobook services, or if you want to check your personal borrower record. If you don't know your PIN number, please ask at any Richmond branch library. You will need to show your library card or some other proof of ID.
To access these services go via the library catalogue Online Resources where you will be asked for your both your library card number and PIN.
Still can't get through?
The problem we hear of most often concerns home computers, normally with Norton firewalls. Even though a valid library card number and PIN has been entered, the online service still rejects access or asks for a further user name and password. This problem should only affect NetLibrary (e-books and eAudiobooks), Safari (e-books), and the Oxford English Dictionary Online. Our firewall help page has information on getting round this problem.
For NetLibrary eAudiobooks you need a personal account
To download NetLibrary eAudiobooks you do need to create a personal account and password on the NetLibrary site. (You can choose you own user name and password - they don't need to match your library card number and PIN. In fact, it's probably best if they don't).
To create an account from home, you must first access NetLibrary via the library catalogue Online Resources using your library card number and PIN. Once registered, you can go direct to the NetLibrary web site and login using your personal account. If you have problems initially getting in to NetLibrary to create an account, it may be because you may have the firewall problem discussed above. If so, one solution would be to could create the account on a People's Network computer in one of our libraries and subsequently use it to access NetLibrary from home.
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Like many web sites, most of our services need to place a "cookie" on your computer to work properly. This is only used for these services and no personally identifiable information is retained or passed on. Internet Explorer Version 6 users having problems can follow this link to our IE6 help page - IE6 default settings can stop these cookies being placed and this tells you how to alter those settings.