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uLIBRARY Digital FAQs

  • What is the ePlatform service?
    This service is called uLIBRARY and is purchased by your library to provide digital content free of charge to its library users. It is available via the Web or via a uLIBRARY app free of charge in Apple's App Store or Google's Play Store.
  • How do I log on to the web ePlatform?
    Browse the web address (url) provided by your library. This will be in the https://libraryname.ulverscroftdigital.com You can browse the titles without logging on. You must logon to BORROW a book and accept our TERMS OF USE. This is a requirement of the copyright owner of that title.
    - Enter your library barcode number
    - Enter your PIN number provided by your library
  • Why do I have to provide my library barcode number and PIN?
    Your library has paid Ulverscroft for the digital content provided within this service. Your library allows its users to download this content free of charge. Your library quite reasonably only wants its own registered users to have access to this content.
  • Why do I sometimes have to log-on to the app again?
    Copyright dictates that users have to be registered members of their library. The app authenticates the user with their library when logging-on. The app requires users to authenticate approximately once per month.
  • Do I need wi-fi or a data plan to use the app?
    You only need a wi-fi connection or use your data plan for:
    - Logging-on (authentication)
    - Browsing the titles available on the library site
    - Downloading titles to your smartphone or tablet.
  • Can I listen to audio books without wi-fi or data?
    Yes. As long as the book has been downloaded to your smartphone or tablet you can listen without wi-fi or data.
  • Does the app play in the background?
    Yes. The controls are also available from the lock screen if the app is open and/or playing.
  • What is an eAudio title?
    eAudio is our name for the digital version of an audio book that can be downloaded over the Internet. All of our titles are unabridged.
  • Why can't I see any eBook titles?
    This service only displays titles your library has bought from Ulverscroft. If you cannot see any eBooks it means your library has not bought any eBook titles from Ulverscroft.
  • How do I download an eAudio or eBook title on the web platform?
    When you click on a title detail button you will see a BORROW button if the title is available to download. Click on BORROW and accept TERMS OF USE. You have the choice of downloading zipped MP3 or M4b files. In general terms if you use a PC and Windows Media Player select the zipped MP3 option. Select M4b if you use a Mac with iTunes.
  • How do I borrow an eAudio title on the ULibrary app?
    When you tap on a title cover image or title line you will see a screen with more details and a synopsis. You will also see the following buttons:
    - BORROW (to download the files)
    - PREVIEW (to listen to an audio sample from the book)
    - SHARE (share using your social media account)
  • How do I download a book when I have borrowed it?
    Borrowing a book places the title in the MY ACCOUNT screen. There are three tabs:
    - MY LOANS
    - MY RESERVES
    - MY HISTORY
    Click on the cover image and in the next screen click DOWNLOAD ALL or select individual tracks. Do not switch screens whilst the files are downloading.
  • Do I have to download the entire book in one go?
    No. You can download selected files. You can also download files at any time during the loan period.
  • Why are there a maximum number of loans and reserves available?
    The maximum number of loans is set by your library and is the same for all registered users of that library. Libraries always have a limit on the number of loans and reserves per user. The app shows how many loans you have out and how many you have available.
  • How do I change the loan period?
    You cannot change the loan period. Your library sets it.
  • Can I return books early?
    Yes. You can return a title before the end of the loan period if your library permits it. When permitted, the RETURN button will appear the day after you borrow the title. If you return a title it will increase your loans available by one.
  • Can I reserve books?
    Yes. Users can reserve books that are out on loan. The user will join a waiting list and will be notified by email when the book becomes available.
  • Can I cancel a title I have on reserve?
    Yes. You will see a CANCEL button on the title detail page.
  • Can I renew or extend the loan period on a book I have downloaded?
    You can extend the loan period if your library permits it. When permitted the EXTEND button will appear six days before the loan expires and then only if no other users have placed a hold or reserve on the title.
  • How do I find out what I have on loan?
    Tap the MY ACCOUNT tab. Select the tab MY LOANS. Here you will see a list of titles you have on loan.
  • How do I find out what titles I have on reserve?
    Tap the MY ACCOUNT tab. Select the tab MY RESERVES. Here you will see a list of titles you have on reserve. Tapping the cover image will take you to the title details page.
  • How do I find out what titles I have previously downloaded?
    Tap the MY ACCOUNT tab. Select the tab MY HISTORY. Here you will see a list of titles you have previously downloaded. Tapping the cover image will take you to the title details page.
  • Why can't I see the borrow button?
    The BORROW button is only displayed if you have not reached your maximum number of loans available and if the book is not already on loan to another user.
  • Why can't I see the reserve button?
    The RESERVE button is only displayed in one of two situations:
    - You have reached the maximum number of loans permitted
    - You try to borrow a title that is already on loan to another user.
  • Do I have to give my email address?
    Yes.
  • Why should I give my email address?
    This adds another level of security to protect your account. You will not receive any unsolicited emails from Ulverscroft or third parties.
    Supplying your email address also allows you to operate your account more efficiently. It allows Ulverscroft Digital to send automatic email notifications direct to you when:
    - Your loan period is about to expire
    - A title you have on reserve becomes available
    - You receive a reminder if you have borrowed a title but not yet downloaded it
    - You will receive information on new titles from us if you have opted-in for this
    - You will receive notifications from us about any planned maintenance.
  • Is my email address used for any other purpose?
    No. Ulverscroft is registered with the Information Commissioner’s Office under The Data Protection Act 1998 in UK. See https://ico.org.uk/ for more information.
  • Can I change or delete my email address?
    Yes. You do this with the MORE > ACCOUNT DETAILS tab.
  • How secure are my personal details when using this service?
    The only personal data we hold on the user is the email address if the user provides it. We are registered under The Data Protection Act 1988 in UK. We have a legal obligation to protect all personal data we have access to. We do not make email addresses or any personal data supplied to us as part of this application available to any other company whatsoever. See https://ico.org.uk/ or tap the MORE > LEGALS tab for more information.
  • What do I do if I forget my barcode number or PIN?
    This is available within MORE > ACCOUNT DETAILS tab otherwise please contact your library.
  • Can I share my ULibrary app with another member of my household?
    Yes. The account details in ULibrary relate to the user Barcode and PIN entered in it. If another person wants to share the app on the same smartphone or tablet you need to tap the MORE > ACCOUNT DETAILS tab and tap LOGOUT. This takes you to the WELCOME screen. Tap LOGIN AS A DIFFERENT ACCOUNT HOLDER at the bottom of the screen. Enter the new user's Barcode and PIN. This is the way you can share the app on the same tablet. There can only be one Barcode number and PIN stored in the app at any one time.
  • How secure is this service?
    Our web site is hosted on the Microsoft Azure Cloud using multiple virtual servers. Our service uses Secure Socket Layer (SSL) technology to encrypt all our web pages. However no web site or internet application is guaranteed to be 100% secure, including military grade applications.
  • I have changed libraries. Why doesn't the ULibrary app let me see titles?
    You have to use the Barcode and PIN supplied by your new library. If the ULibrary app doesn't work with the new Barcode and PIN it may be because your new library is not using this service. Please contact your library for further information.
  • Why is the download speed slower than usual?
    Most internet connections share bandwidth with other broadband users. Download speeds are affected by the bandwidth of your internet connection which varies throughout the day. At busy times your download speed may slow down considerably. This is outside of our control. It is worth noting that generally Wi-Fi is slower than a wired connection.
  • Can I copy my downloaded titles and give to my friends?
    No. All titles provided in this service are protected by Copyright Law. Our titles use nonintrusive security technology to help us track any infringement of Copyright Law. Please see our Copyright Information document for more information. This is available in our MORE > LEGALS tab.
  • How do I search for a title?
    There are several ways. Tap the EAUDIO tab:
    - There is selection of NEW ADDITIONS and TOP PICKS
    - Tap GENRE and select a genre
    - Tap the magnifying glass at the bottom of the screen
  • How do I search using the magnifying glass?
    Tap the magnifying glass at the bottom of the screen. This opens the search screen. You can now search by:
    - TYPE: eAudio or eBook
    - TITLE
    - AUTHOR
    - NARRATOR
    - GENRE: click in the box for the drop down menu of available genres
    - AVAILABILITY; click in the box for the drop down menu of available choices
  • How do I change the order titles are displayed?
    Tap on the EAUDIO button at the foot of the screen. At the top right of the screen is a SORT box. This allows you to select whether titles are displayed by TITLE, AUTHOR or NARRATOR.
  • How do I find help with the app?
    Check the FAQs first. We suggest you ask your library help desk if the FAQ section does not answer your query. You can email Ulverscroft at digital@ulverscroft.co.uk for help and you will receive a response within 48 hours. Ulverscroft support is available Monday - Friday 09:00 - 17:00 UK time.
  • Is there a wish list?
    Ulverscroft welcomes suggestions. Please email suggestions to digital@ulverscroft.co.uk Suggestions will be implemented in future builds if there is sufficient demand and/or it is a good idea!