Need help assisting a patron with an Overdrive issue? You've come to the right place. Overdrive has some wonderful help pages(link is external) with information regarding device compatibility(link is external), great guides for getting started(link is external) along with some helpful troubleshooting info(link is external)... I highly recommend spending an hour of your time with Lauren, Whit, and Tonya from Overdrive for an engaging how-to video on Supporting Your Digital Users:
https://resources.overdrive.com/support-your-digital-users/(link is external)
Some of the options they cover are part of something called Overdrive Marketplace, which you can access here:
Overdrive Marketplace(link is external)
(You will need a login ID and password to access. The login ID will be of the format wils.lib.XXXXXX. If you are not aware of your login ID or password, please contact Keetra Baker.)
Information you'll need when contacting support within Marketplace:
- End-user name
- End-user email
- End-user's barcode
- Title(s) of problem download
- Format
- Problem Description
- Error message text
- Operating system
- Browser
- Software application (ADE, OMC, etc.)
- Device Model
Support Networks you might like to join:
- Librarians in Overdrive(link is external) on Facebook
Blogs to follow:
- WPLC(link is external) (Wisconsin Public Library Consortium)
- Overdrive's Library Blog(link is external)