Help! I got an error message on Hoopla

Sometimes you will receive an error message when you attempt to check out a book. Don't panic! Here is a list of common error messages. Some will require you to contact the Irving Public Library. Visit Hoopla's help page for additional information.

"The collective daily borrow limit set by your library has been reached and will reset at midnight. Please browse and add titles to favorites so you can easily access them after midnight."
This is the most common error message for hoopla. The library has an overall budget for hoopla that is divided into a daily budget. Once this budget has been reached for the day, an error message will pop up when you attempt to check out. 

"Sorry, but it appears you have a fine on your account. Please contact your local library at (972) 721-2628 to get this corrected."
If there are any fees on your account, you will not be able to use your library card. Library fees can be paid in person at the South Irving Library, Valley Ranch Library or West Irving Library. Or you can use the online payment service to pay your library bill.

"We can't authenticate with your library server right now. You can try again later or contact your local library at (972) 721-2628."
Sometimes there is an error in our system. Please complete the following Digital Downloads Troubleshooting form. It may have already been reported, but more information is always appreciated.

"Yikes! Something is wrong with your library card or PIN. Please double check your info in settings and if you still have issues contact your library at (972) 721-2628."
If your library card is expired you can renew it online or in person at the South Irving Library, Valley Ranch Library, or West Irving Library. Consult this list of acceptable forms of identification (PDF) to see what you need to bring with you to renew the card. Non-residents will need to pay the required annual non-resident fee. If you'd prefer to renew your library card more quickly, please connect to a librarian through the chat service. Click on the purple "Ask Us" tab located on the right side of the homepage to open the chat window. More details on how to renew can be found here.

"You have met your monthly lending limit of 7 titles. Please continue to browse and add to your favorites. See you next month." 
The hoopla budget allows for patrons to check out seven titles a month. The number of checkouts resets on the first of every month. For more ebooks or eAudiobooks, please check out Libby. For more movies or TV shows, please check Kanopy.

More Troubleshooting Tips

Check out the Troubleshooting page for top tips or fill out our Digital Downloads Troubleshooting form and we will return your message during regular business hours, Monday to Friday, 8 A.M. to 5 P.M.