Frequently Asked Questions

BOOKS

Why can’t I access an eBook I found in the catalog?
You may only access eBooks which have been licensed by CCNY Libraries. If you see a link for CUNY, click on it to see if City College is listed. If an eBook is not available to CCNY, you will have to go to the library listed in the record and access it there.

How do I renew books online?

• From the library home page click My Library Account
• Type in the 14 digit barcode on your ID card and type it again as your password (unless you have changed the default barcode password.)
• Click on Log In at the bottom of the screen.
• Click on the number next to the word “Loans.”
• If you want to renew all of the items you have out, click on “Renew All” in the orange bar.
• If you want to renew a specific item, click on the number next to in the column on the far left and then on the underlined word “renew.”
• Click on the word Logout near the top of the screen. Just closing the screen will not log you off.
• Click on End Session

Why can’t I renew items online?
If you have problems renewing a book, it could be that you have reached the maximum number of online renewals, or someone else has requested the item, or there is a problem with your library account (expired barcode, overdue items, fines, etc.) If you have additional questions, please contact the Circulation Division at 212-650-7155. Please have the barcode on the back of your CCNY ID card available when you call.

Why can’t I request on item online?
If you have problems requesting a book, it could be that there is a problem with your library account (invalidated/expired barcode, fines, overdue materials, etc.), you have reached the maximum number of online renewals, or that the item isn’t available to request. Only “regular loan” books may be requested. You may not request reserve loans or audio/visual materials. If you have additional questions, please contact the Circulation Division at 212-650-7155. Please have the barcode on the back of your CCNY ID card available when you call.

DATABASE/ARTICLES

Why can’t I access the databases from off-campus?
Common problems users face trying to login through the off-campus/proxy account include:

• You never validated the barcode on the back of your campus ID card at the Circulation Desk

Solution: You must stop by the Circulation Desk in person to validate your ID
card. Due to our database licensing agreements, we cannot validate or give you a new barcode over the phone.

• Your barcode validation expired

Solution: You must stop by the Circulation Desk in person to validate your ID
card. Due to our database licensing agreements, we cannot validate or give you a new barcode over the phone.

• The system is telling you it is sending a password reminder to your email account but you don’t see the email in your inbox

Solution: First, check your Spam folder to see if the email is there. If not, it’s possible that when you created your off-campus/proxy account you mis-typed your email and/or password. Go to the Circulation Desk and ask for a new barcode sticker so that you can register as a new user.

• You entered in an email, password, and your barcode but nothing happens:

Solution: You can’t fill out all three boxes. Return users (those who have already created an off-campus/proxy account, should only fill out the email/password box. New users or those who forgot their password should only fill out the barcode box. 

• You typed in the email/password combination that you registered with but it says it’s incorrect

Solution: It’s possible that when you created your off-campus/proxy account you miss-typed your email and/or password. Go to the Circulation Desk and ask for a new barcode sticker so that you can register as a new user.
If you have additional questions, please contact the Reference or Circulation Division.
Phone: 212-650-7155/7612
Email: Ask-a-Librarian

CLICS

Why can't I just use Interlibrary Loan service to request books from other CUNY libraries?
CLICS is easier to use, and faster because you do it yourself by clicking on Request. It also costs the libraries a lot less to fill book requests via CLICS.

Can I use CLICS from home?
Yes. You can search and Request from CUNY+ using any browser from any location. CUNY+ recognizes your home campus by your library barcode.

How long will it take to get my book?
That will depend on the day of the week and time of day you make your request. The book should arrive in about 48 hours, excluding weekends and holidays. Sometimes volume of requests and staff availability will make it take longer. Note that books requested from the Hunter Health Professions and the School of Social work libraries will require additional delivery time since they are first sent to the main Hunter Library.

What if the book I requested using CLICs is unavailable?
You will be notified if your request can't be filled by the library from which you requested it. You can try to request it again from another CUNY library.

What if none of the copies listed in CUNY+ is available?
If copies of an item are out on loan, you can put a hold on one of the borrowed copies. You will be notified when it becomes available. If all the listed copies are missing or are unavailable for other reasons, you can request it through your local Interlibrary Loan service. Check with your library's Interlibrary Loan policies and procedures for eligibility, etc.