Our Libby, BorrowBox and Kanopy services, which are free to use for all library card holders, have recently been updated. Users are required to re-verify their library account before accessing digital eBooks, eAudiobooks and films again.
Please see our instructions below on how to access Libby, BorrowBox and Kanopy following on from their respective app updates.
You can also visit your local library where our friendly library staff will be able to assist you in verifying your library account and gaining access to Libby and BorrowBox.
BorrowBox Update
We are aware that some customers are experiencing issues with accessing BorrowBox following a recent update. This is mainly due to expired library accounts.
If your library account has expired, please use our online Update Account Details form and we will reactivate your account for you. Please note that this may take up to one working week to update.
Alternatively, it may be quicker to call or visit your local Suffolk library and they can reactivate your account for you.
If your account has not expired, make sure you are using the most up to date version of the BorrowBox app. You may need to delete and reinstall the app for your login to work.
Libby Update
Libby has recently updated its app and now requires you to verify your library account. You will need both your Borrower ID and your 4-digit library PIN number to do this.
Your library account must also be active and up to date – please follow the above instructions to update your library account.
To verify your account in Libby:
- Go to your account section by selecting the middle icon on the Libby app
- You will see a message asking you to verify your card – select ‘Verify Card’
- Follow the instructions to enter your card number and PIN
- Once verified, Libby is now ready to use.
If you don’t know your PIN, you can reset this online using your Borrower ID and surname. Your Borrower ID is the long number found on the back of your library card. This is the quickest and easiest way to reset your PIN.
Kanopy Update
The Kanopy app is owned by the same company as Libby, so you will also need to re-verify your library account in order to stream free video content the app. You will need both your Borrower ID and your 4-digit library PIN number to do this.
Your library account must also be active and up to date – please follow the above instructions to update your library account.
To verify your account in Kanopy:
- On the bottom of the screen, select the ‘More’ icon on the right hand side
- Select ‘Memberships’ – you may see a notice that your account is ‘Blocked’, this means you need to re-verify
- Click anywhere in the ‘Suffolk Community Libraries’ box
- Enter your library card number and PIN
- Once verified, Kanopy is now ready to use.
If you don’t know your PIN, you can reset this online using your Borrower ID and surname. Your Borrower ID is the long number found on the back of your library card. This is the quickest and easiest way to reset your PIN.
Why did my account expire?
Library accounts are set to automatically ‘expire’ after three years, but this doesn’t mean your account is deleted. Library accounts have an expiration date to ensure that your information, such as email address and contact number, is kept up to date in our library records.
This is especially important if you have email notifications enabled to let you know when your books are available to collect or due back at the library.
If any of your details have changed since you registered for your library card, please let us know by visiting your local library or filling in this online form.
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