I NEED HELP WITH MY ACCOUNT. HOW CAN I GET SOME SUPPORT?
Email firstname.lastname@example.org in the event you need help or have questions.
WHY DO I HAVE 600 POINTS AFTER I JUST REGISTERED?
You have been accumulating points even before you signed-up. Unregistered users can only receive up to 600 accumulated points. Once registered, a patron may earn unlimited points.
WHY AREN’T MY POINTS SHOWING UP?
Please be sure you have entered your patron card number correctly. To check your card number, login to the app or the website and go to My Account. Then go to My Account Information.
If you check out items from multiple libraries, please be sure to include the libraries in the "My Libraries" section located in My Account Information If you need additional help, email email@example.com.
WHO DO I CONTACT IF THERE IS A DISCREPANCY WITH MY POINTS?
If you have any issues with your points, please contact My Library Rewards directly by emailing firstname.lastname@example.org. Our library does not have access to award or fix any point errors.
WHY DOES MY REWARDS RECEIPT SAY, "WEEKLY MAX REACHED"?
Each patron can receive up to 100 points per week. The weekly cap resets on Monday morning, which allows you to collect more points.
DO I GET POINTS IF I CHECK OUT ITEMS FROM A DIFFERENT LIBRARY?
Yes, as long as the library is a member of the My Library Rewards™ program and you’re using the same library card, you will receive points from neighboring libraries without setting up a new account.
NOTE: If you check out items from multiple libraries, please be sure to include the libraries in the "My Libraries" section located in My Account Information.
CAN RECIPROCAL BORROWERS SIGN UP FOR MY LIBRARY REWARDS?
Yes, reciprocal borrowers are eligible to sign up for My Library Rewards. You will earn points only when you check out materials from a My Library Rewards participating library. No points will be awarded at your home library if they do not participate in My Library Rewards.
CAN I ADD FAMILY MEMBERS TO MY ACCOUNT?
Yes. An adult who has a registered account may add three additional library card numbers to their existing account, which may include a spouse and/or children under thirteen (13). To do this, first log in and go to My Account, then go to My Account Information.
NOTE: In the event you need to add more than three additional card numbers, email email@example.com. Please include your patron card number and the patron card numbers you wish to add to your account in the message.
HOW DO I SIGN UP CHILDREN UNDER THIRTEEN (13)?
Children under 13 may be added to an adult's account, as explained in the previous question.
I HAVE ALL MY FAMILY MEMBERS ALL UNDER THE SAME ACCOUNT. WHAT IS THE POINT LIMIT PER WEEK?
Each person registered under the same account increases the weekly max by 100 points. For example, if your account consists of 3 people, your joint account can receive up to 300 points per week, using any of the registered card numbers.
DO I LOSE MY POINTS IF I DON'T USE THEM?
No, points never expire.
WHAT HAPPENS TO MY MY LIBRARY REWARDS ACCOUNT IF I GET A NEW LIBRARY CARD NUMBER?
If you are issued a new library card number, you can log into your My Library Rewards account to update your library card information. You can also email My Library Rewards at firstname.lastname@example.org to have them update your account on your behalf.
ONCE I REDEEM A REWARD, WHERE DO I FIND MY REWARD COUPON?
Once you use your points for a reward, the reward will be available to print for up to seven days at My Account and My Redeemed Rewards. For mobile app users, e-coupons are automatically generated and found in the My Rewards tab for use at the merchant location.
CAN I REDEEM A REWARD OUTSIDE OF MY LIBRARY’S TOWN?
Yes, you may use your reward points for offers in any town!