Last Updated: Dec 18, 2024     Views: 211

Try the following steps. You will need your full library card number and library pin/password to complete these steps.

First, confirm you are using the correct card number and pin/password by contacting your branch and ask a library staff member to look up your account. Or try to log into your library account by going to BCPL's Library Account Log In page and enter your library card number and library pin/password. 

  • If you can log into your library account, skip down and follow the steps for mobile devices or computers, whichever you use. 
  • If you cannot log into your library account, reset your password using this Forgot your password? link to reset it. You will get a reset link emailed to the email address on your library account. The link expires after one hour. If you don't get the email, either the library does not have your correct email or it want into your SPAM folder. If it's not in SPAM, contact the library to update your email address. 
  • Password rules: 
    • 4 to 16 characters long. 
    • Can be any combination of capital letters, lowercase letters, or numbers.
    • Cannot contain any special keyboard characters or spaces. 

Computer Users: 

  1. Close all programs and windows. 
  2. Restart the computer and make sure you are connect to wi-fi.
  3. Use a different, up-to-date web browser to access BCPL's CloudLibrary website. If you are using Edge or Chrome then use Firefox. If you do not have Firefox then install it here. 
  4. If a different web browser works, then your other browser needs to have the cache cleared before you can access CloudLibrary again in that browser. 

Mobile Device Users: 

  1. Close all open apps. 
  2. Delete the CloudLibrary app.
    • For Apple devices, find the app icon and hold your finger on it until a menu pops up then select "Remove App".
    • For Android devices, you can't fully delete apps from your main screens, you must go to Settings > Apps or go through the Google Play Store.   
  3. Check your device's operating system for updates and run, if found. THIS IS REALLY IMPORTANT!
  4. If you had no updates to install (which involved a power off/power on cycle) then fully power off the device for at least 2 full minutes.
  5. Power back on and reinstall the app from the app store. 
  6. Log into CloudLibrary with your card number and pin or password. 

If this does not solve the issue, please use the Downloadable Support Form to report the issue and be sure to include the following on the form:

  • Library card number. 
  • Device type. For example, iPhone 15 or iPad generation 6
  • Operating system version number. Examples, iOS 18.1.1 or Android 16
  • Titles of any missing holds or loans.
  • Is it an e-book or e-audiobook that's missing? 
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