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Frequently Asked Questions

    • Yes. You can choose to save your reading history by logging into your account and changing your account preferences. A new reading history does not include items checked out in the past or items currently checked out. It begins with the next item checked out after your preferences have been changed. The reading history is updated during an overnight process. Please be aware that if you enable your reading history your data may be accessed by law enforcement personnel without your consent.

    • Customers are able to select their preferred method  of notification: email, phone or standard mail.

      Depending on which option customers select, PGCMLS will attempt the following courtesy notifications:

       

      Almost due (2-3 days before due date) = email only

      Hold pick-up = email or phone

      1st Overdue (14 days past due) = email, phone or standard mail

      2nd Overdue (30 days past due) = email, phone or standard mail

      Collection Warning (account balance $25 or more) = standard mail only

       

      If selecting email contact, please be sure to set your email account to accept mail from librarynotices@pgcmls.info and polaris@pgcmls.info in order to receive our notifications. You may also, if you wish, opt to receive additional text notifications.

       

      NOTE: All notifications are courtesy contacts and their receipt is not guaranteed.  Customers are strongly encouraged to retain their checkout and renewal receipts to confirm dates due

    • The information you key in must exactly match the information in our computer record.

      • Type in your complete library card number with no spaces (number is on your card under the barcode).
      • Type in your password. (Initially your password will be set to the last four digits of the primary telephone number listed on the account when you applied for your card. )
         

      Once you have logged in you may, if you wish, change your password to one of your choosing.  Please note; updating your phone number in our system will not update your password.

      If you have forgotten your password or do not remember your original  phone number, please contact your local branch library and they can reset your password to the last four digits of the primary phone number currently on file.  They can also verify that the library has your current phone number and that you aren’t using an expired or renumbered card.

    • To apply for a library card, visit any branch library, complete a library card application, show a state or federally issued Photo ID and show Proof of Address if your current address is not listed on your Photo ID.

      Examples of acceptable Photo IDs include driver's licenses, age of majority cards, US Military IDs, passports or permanent resident cards. The Photo ID must be numbered, unexpired and issued by the government.

      If your current address is not listed on your Photo ID, bring a Proof of Address document such as a utility bill, lease agreement, pay stub or mail canceled by the US Postal Service with your name and current address listed.

      Minors must be accompanied by a parent/guardian who will sign for the card and show appropriate Photo ID and Proof of Address.

      You can start the application process online.

    • Residents of Maryland, the District of Columbia, or some Virginia locations (Alexandria, Arlington County, Fairfax County, Falls Church, Loudoun County or Prince William County) may obtain a Prince George's County library card free of charge.

      Anyone residing in Maryland on a temporary basis (e.g., students, military personnel, temporary employees) is eligible for a free temporary library card.

      Anyone who does not meet the above criteria can pay $50.00 per year for a non-resident library card.

    • Report that your card was stolen immediately. Call or visit any branch library. You are responsible for all materials and charges up to the time you report your card lost or stolen.

    • Report that your card is lost immediately. Call or visit any branch library. You are responsible for all materials and charges up to the time you report your card lost or stolen.

    • Yes. Replacement library cards are free. Visit any branch library with Photo ID and Proof of Address.

    • To renew your library card, visit a branch with Photo ID and Proof of Address. Staff will verify your contact information, update the information in your record and renew the card for another three years.

    • Library cards expire every three years. Expiration dates and the renewal process provide an opportunity to update contact information, stop fraudulent use of cards and eliminate accounts that are no longer active from the library's database.

      We apologize for any inconvenience this may cause.

    • Minor changes such as adding an e-mail address or updating contact information can be processed for customers via “Contact Us,” over the phone or in person at the branch. You will need to provide your library account number. Major changes such as name changes or replacing a card must be done in person at the branch and photo ID is required. A card may be reported lost or stolen via any of the above methods.

    • It is important to update your library card information when you change your address, phone number, email address or name so that the Library can properly notify you about overdue materials and materials on hold.

    • Yes. We can reuse library card numbers from public library systems in Maryland, the District of Columbia, and Northern Virginia (Alexandria, Arlington, Fairfax , Falls Church, Loudon and Prince William Counties.) An application still must be completed. A state or federally issued Photo ID and Proof of Address will need to be shown.

      Note: A few online library resources are restricted to use by library accounts with PGCMLS barcode numbers.

    • You can borrow up to 75 items.

    • Items Loan Period Renewal Limit
      Books, Audio books, Magazines & Music CDs 21 days 2*
      Entertainment DVDs 7 days 1*
      Educational DVDs & Television Series 21 days 1*
      Marina Interlibrary Loan Items 21 days 1
      Interlibrary Loan Items (ILL) Special 0

      *Items with an open hold request on the title cannot be renewed regardless of number of renewals normally allowed.

    • A child's library card can be used to borrow videos from the Juvenile collection. It is blocked from borrowing Adult videos.

      If a child has possession of an adult's library card, it is assumed the adult card owner has given permission for their card to be used for any and all checkouts. 

    • Yes, as long as your accumulated balance is below $20.00 and your account is not otherwise delinquent.

      Delinquent accounts meet one or more of the following criteria and are blocked from borrowing until the delinquency is cleared.

      • Owe $20.00 or more in fines or fees.
      • Have two or more overdue items.
      • Have any items 45 days or more past due.
      • Have been referred to collections and a balance is still owed.
    • If you only have one overdue item and it is less than 45 days overdue, you will not be blocked from checking out. 

      If you have two or more overdue items, you will be blocked from checking out.

      If you have an item more than 45 days overdue, you will be blocked from checking out.

    • As soon as you notice the problem, ask the Circulation staff of the branch library where you checked out the item for assistance.

    • Ask the Circulation staff of the branch library where you returned the item for assistance.

    • Please contact your local library about lost component charges.

    • In some cases, replacements may be accepted to replace a lost item. 

      Replacement materials must:

      • have the same title and ISBN as the lost item
      • be the same or a more recent edition as the lost item
      • be the same format as the lost item


      Print material must be new or in pristine condition.

      Audio and video format materials must be new with seals and manufacturer's shrink­wrap intact.

      Items which have been in a billed status for one year or more may not be replaced but must be paid for as lost.

    • You are responsible for returning materials to the library or renewing them by their due date. If you return or renew materials after the due date, we charge a fine for every day late that the Library is open. Fines are calculated upon the item's renewal or return.

      Material

      Overdue Fine per Item per Day

      Maximum Overdue Fine per Item

      Adult books, Magazines, Audio books and CDs 25 cents 8 dollars
      Teen books, Magazines, Audio books and CDs 25 cents 8 dollars
      Children's books, Magazines, Audio books and CDs 10 cents 5 dollars
      DVDs 1 dollar 10 dollars

       

      Non-returned items 45 days or more past due are considered lost and the replacement cost of the item plus the overdue fine will be billed to the account. Return the item in good condition to any PGCMLS branch within one year and we automatically waive the replacement cost, but the overdue fine is still owed.

    • As soon as possible. Accounts owing $25.00 or more will be referred to a collection agency and a collection service fee will be added.

    • When an item becomes 45 days past due, it is considered lost and the replacement cost of the material as well as the overdue fine is billed to the account. If the customer returns this material in good condition within one year of the billing date, the replacement cost of this item will be waived. The overdue fine is still owed. After one year, the replacement cost will not be waived upon return regardless of condition.

      • PGCMLS materials may be returned to any PGCMLS branch.
      • Book drops are available at all branches for when the library is closed.
      • Interlibrary Loan materials should be returned to the branch where they were borrowed.
      • Materials checked out from PGCMLS (except video and interlibrary loan materials) may be returned to public libraries in Maryland, DC and some Northern Virginia locations (Alexandria, Arlington County, Fairfax County, Falls Church, Loudoun County or Prince William County). Materials returned to a different library system will remain on a customer's record until they are checked in at the owning library.
    • As the merchant of record, the Library is responsible for all transaction activity including online payments and credits, assessment and reduction of fines and fees, direct customer service, dispute resolution and all corresponding terms and conditions. If your problem specifically relates to credit card payment, either call the Prince George’s County Memorial Library System Office of Finance & Budget at 301-699-3500 (M-F, 9am to 5pm) or submit this email form. Branch staff will not be able to resolve credit card problems.

    • Charges and credits will be identified on credit card statements as originating with PGCMLS. Specific information about the materials involved, such as the title of a book or audio device, will not appear.

    • View our Privacy Policy.

    • No. The Library does not retain credit card information. In order for us to access online payment details to answer questions or resolve disputes, it will be necessary to provide the transaction ID number.

    • The Library is using an SSL (Secure Socket Layer) certificate for all online transactions. This is a method of encryption which encodes data sent over the Internet and is designed to allow only the intended recipients to receive the information in a readable format. Most web browsers will show a small padlock image at the bottom of the screen to indicate you are using a secure site

      The Library’s online payment system is managed by controls that conform to the Payment Card Industry (PCI) Data Security Standard. Credit card transactions are secured through a third-party vendor, PayFlowPro, which is the same company that hosts PayPal.

    • Refunds for the replacement cost for lost materials that are paid for and then returned will be accepted for thirty days after payment.

      The original receipt is required to process a refund for a lost and paid item when the customer paid with cash or a check. If the customer paid for the lost item with a credit card, the refund for the returned item will post automatically to the customer’s credit card account as a refund.

    • The Prince George’s County Memorial Library System is strongly committed to protecting the confidentiality of both your personal information and your Library account information. Library staff will not enter your personal credit card information on any workstation. Staff will gladly help you navigate the website and show you where and how to make a credit card payment from any internet access point but they will not be able to conduct the transaction for you. Credit cards are accepted at the Express Check Out stations and at the branch Check Out desks.

    • You can pay online through any computer with an internet connection and a browser. It can be done at home, at work or at the library. You can also pay by credit card in all the branches -- either at the Express Check Out station or the Check Out desk.

    • After submitting a payment you have the option to print the confirmation statement. 

      Also, a receipt will be automatically sent to your email account if you have one listed on your PGCMLS account.

    • The transaction is instantaneous with your Library account and will post to credit cardholder accounts within two business days.

    • No.

    • No.

    • If you have multiple fines and/or fees on your account, you can choose to select specific charges rather than the entire sum, however you must pay the entire amount of any single fine or fee.

    • It’s very easy:
      1) Log into your account.
      2) Click the Fines & Fees button.
      3) Select the fines or fees you wish to pay.
      4) Click “Pay Fines Now”.

    • Yes. We accept Visa and Mastercard payments submitted through our website (Login to My Account). Debit cards with Visa or Mastercard logos that can process the payment as a charge are accepted as well.

    • No, there is no additional charge to the customer for using a credit/debit card for payment. There is no minimum amount that will be accepted by the Library for online payments.

    • It is possible to carry up to $20.00 on your library account with no impact. You may always pay a fine with a Visa, Master Card or Discover credit or debit card.

      You can pay with cash at these branch libraries.

      • Hyattsville
      • Greenbelt
      • Spauldings
      • South Bowie
      • Oxon Hill
      • Add email and/or text notification to your library account so you will receive a courtesy reminder three days before your materials are due.
      • Use the after-hours drop box at all branches for returning materials. 
      • Renew By Telephone: You can renew items twice by telephone by calling your local branch or to the phone renewal line at 301-333-3111. You will be asked for your library card barcode number and PIN, (usually the last four digits of your phone as saved on your library account).
      • Renew Online: Go to My Account on the library’s website.
      • Renew via the PGCMLS Mobile App:  Manage your account with our app (iOS App Store | Google Play). 
    • Cash will be accepted at:

      • Hyattsville
      • Greenbelt
      • Spauldings
      • South Bowie
      • Oxon Hill

      You may pay online from any Library branch or from home using a credit or debit card with the Visa, MasterCard or Discover logo
      You may deposit money in advance on your account using cash or a check at the five branches which will continue to take all forms of payment.

    • Yes, unless your account balance is $20.00 or more.

      • The pressing need to improve the security of library branches and for delivery drivers.
      • Efficiency of operations. Reduced staffing requires streamlining operations.  

      The Library’s sole purpose in collecting fines for overdue materials is to discourage customers from keeping materials so long that other customers are denied the use of them. 

    • Items Loan Period Renewal Limit
      Books, Audio books, Magazines & Music CDs 21 days 2*
      Entertainment DVDs 7 days 1*
      Educational DVDs & Television Series 21 days 1*
      Marina Interlibrary Loan Items 21 days 1
      Interlibrary Loan Items (ILL) Special 0

      *Items with an open hold request on the title cannot be renewed regardless of number of renewals normally allowed.

    • All items will automatically renew three days before they are overdue (up to two renewals if there are no reserves on the item). The new renewal due date will be the full loan period added to the original due date.

      To renew online:

      • Log in to your Library Account.
      • Enter your library card number (no spaces) and your password.
      • Click on the Items Out tab.
      • Select Renew All Items or individually check the items you wish to renew and click on Renew Selected Items.
      • Wait for the renewal response screen to confirm that your renewal was successful. Then click on the Back link to view your new due date(s). You may wish to mark down or print your new due date(s). It is your responsibility to renew and return materials on time.

      To renew by phone:

      • Call the automated renewal line 301-333-3111 and follow the prompts. You will need to enter your library card number and password during the process.
      • If the renewal is successful, a new due date will be indicated by the renewal operator. You may wish to mark down your new due date(s). It is your responsibility to renew and return materials on time.
      • The automated renewal line is available 24 hours a day, except between 7:00 am and 7:30 am.

      To renew by mobile app:

      Download the PGCMLS app to your mobile device for iOS and Android.

      To renew at self-checkout stations:

      • Scan or enter your library card number and password.
      • Scan the items and follow the prompts.

      To renew with staff assistance:

      Call or visit a library branch. Please have your library card or Photo ID handy.

    • Video format materials may be renewed one time if there are no open holds on the title.

    • You may now renew items that are up to three days overdue. Any late fines will be charged to your account.

    • You will not be able to renew items if you have fines of $20.00 or more

      • If your renewal is successful through the Phone ­In Renewal System, the new due date(s) will be indicated by the renewal operator.
      • When you renew materials online or with the mobile app, a confirmation will appear and the new date(s) will show on the items out screen (or My Bookshelf in the app).
      • Please be sure to mark down your new due date(s).
      • You can check the due date of items by logging into your Library Account.
    • The following conditions block renewals:

      • The item has reached its renewal limit.
      • Another customer has requested the title.
      • Your library card has expired.
      • More than $20 is owed on your library account.
      • Two or more items are overdue on your library account.
      • An item is over 45 days overdue on your library account.
      • Your library account is in Collections.
      • There is a block on the library account, which is often due to notifications being returned as undeliverable.
    • The length of time depends on the number of copies available in the Library System and the length of the waiting list, i.e. the number of customers who have also placed a hold on the title. Titles which have copies available on the shelf at the time the hold is placed and no waiting list may fulfill the request as soon as the next day. Items with a limited number of copies and/or a long waiting list may take up to several months.

    • Reference books are not available for loan, except in special circumstances; they may not be placed on hold.

    • Yes.

    • Yes.

    • No. When you place a hold, you must wait to be notified that the material is available. If an item shows "on shelf," you can telephone the owning branch to have staff check on the availability of the material. If available, the material can be sent to the library branch most convenient to you.

    • If the item is recently released, call a branch to check on the order status of the item. For other items not owned by PGCMLS, try the Marina network. For items you cannot find in Marina, inquire at a branch library about interlibrary loan.

    • You can suspend your holds using My Account through the catalog, or with help from Library staff.

    • Log into your patron record and go to the Holds list. You will see the option to cancel holds on that screen

    • No. Call your local library to see if you can change the pickup location of your hold.

    • There is no charge to place a hold on an item that is in the PGCMLS collection or that is available from the Marina cooperative network.

      For materials that are reserved from libraries outside the network through the interlibrary loan process, we will try first to borrow from free sources.  If there is a charge, we will contact you to confirm you are willing to pay the amount before requesting the item.

    • You will be informed when to pick up your holds by telephone or e­mail. You have seven days to pick up your items. If you want email notification and do not currently get it, notify your local branch of your current email address and request that they turn off Phone Notification.

    • Yes. When you find the item that you want in our catalog, click the Place Request button on the right side and follow the steps.

    • Use the Recommend A Purchase form found on the Contact Us page.

      Please check the Library's catalog before you suggest that we purchase an item.

      It is not necessary to suggest bestselling titles or authors.

      For specialized, technical, or out of print titles, consider using Interlibrary Loan, a cooperative borrowing agreement among libraries.

      If you need help using this service then please contact your local branch.

      Due to high volume, we are unable to respond individually to each suggestion. Items selected for purchase usually appear in the catalog within four weeks.

    • MARINA is a free, statewide interlibrary loan system for requesting items your library does not own; MARINA allows you to request and borrow materials from cooperating libraries throughout Maryland.

      Materials from out-of-state libraries may be available for a fee via Inter-Library Loan (ILL). Please see your branch staff about arranging to borrow these materials.

    • You can:

      • place a hold on an item that is available at another branch and have it delivered to the branch that is most convenient to you, or
      • ask Information staff at your library to reserve the item for you, or
      • have Information staff ask the other branch to hold the material for you (you still may have to place a hold on the item). 
    • For help on any page, click the Help button on the left of your screen. Review the Lists of Other Help Topics for additional help.

    • We provide downloadable content through third party vendors. These are the lending period settings.

      Vendor

      Lending Period

      Lending Period Customization Options

      Axis 360

      21 days - eBooks

      When checking out, use the sliding bar to choose 7 to 21 days as your lending period.

      Freading

      14 days - eBooks

      Freegal

      Forever - Songs

       
      Hoopla

      7 days - Music albums  
      21 days - eBooks, eComics & eAudiobooks  
      72 hours - Movies & TV

      InstantFlix

      Streaming - no lending period

      OneClickDigital

      10 days - Audiobooks & eBooks

      At the time of checkout, you can use a drop down menu to select 1 to 10 days.

      Overdrive

      21 days - Audiobooks & eBooks

      In your Overdrive account settings, you can set your default lending period to 7, 14 or 21 days.

      Zinio

      Forever - Magazines

       
    • We provide downloadable content through third party vendors. These are the borrowing limit settings.

      Vendor

      Borrowing Limit

      Content

      Axis 360

      6 titles at a time

      eBooks

      Freading

      9 downloads per week

      eBooks

      Freegal

      5 songs per week, 3 hours of streaming per day

      Music

      Hoopla

      12 titles (total - all formats) per month

      eAudiobooks, eBooks, eComics, Music Albums, Movies/TV

      InstantFlix

      Streaming - no limit

      Movies/TV

      OneClickDigital

      6 titles at a time

      eAudiobooks

      Overdrive

      10 titles at a time

      eAudiobooks, eBooks

      Zinio

      Unlimited

      Magazines

    • We provide downloadable content through third party vendors. Vendor help files will often include tutorials, information on how to use different features, and answers to technical questions, such as which devices and which browsers are compatible. Clicking on a vendor below will take you to their help files.

      eBook Resources:

      Axis 360 - Click on Help.

      Freading

      OneClickDigital

      Overdrive

      Audio Book Resources:

      Hoopla

      OneClickDigital

      Overdrive

      Magazine Resource:

      Zinio

      Music Resources:

      Freegal

      Hoopla

      Video Resource:

      Hoopla

    • With a temporary registration you can access most Online Library resources.

      The following CANNOT be accessed with a temporary registration.

      Freegal
      One Click Digital
      Overdrive
      Transparent Language
      Treehouse
      Zinio

    • Zinio Apps

      Apps are available for PC, Mac, iPhone, iPad, Android, Kindle Fire and Blackberry Playbook.

      Note: Zinio apps are not available for the Nook Color or Tablet. Barnes and Noble does not allow the Zinio app to be downloaded from their app store. Zinio may be accessible through the Browser depending on the memory of your Nook. 

      Zinio Web Browser Requirements and Recommended Devices

      See the Zinio FAQ and Help page for the latest information.

    • To create an account in Zinio you will need a PGCMLS library card and an email address.

      To download free magazines from the library you will actually be creating two accounts, a RBdigital Gateway account and a Zinio account.  The RBdigital Gateway account  allows you to checkout the magazines available for free from the library. The Zinio account is for managing your personal reading list.

      Use the same email address for both accounts.

    • The downloads on this site are all in the MP3 format with no DRM. This service will work with any MP3 player, including iPod, and can be loaded into iTunes. It works on both PCs and Macs.

    • Library users have a weekly download limit of 5 songs. You will be able to keep track of your downloads in the upper right corner of the site. Every song has a sample clip you can listen to before you download.

    • You can log into Freegal Music Downloads using you library card number and your password.

    • Answers to technical questions can be found on Hoopla's help pages.

    • OneClickDigital provides detailed help on their website. You can access their help screens here.

    • OneClickDigital requires you to create a free account with a username and password for login.

    • Overdrive provides an excellent Quick Start Guide and detailed information on the different downloadable formats.

    • Overdrive provides us with detailed information on Supported Devices at their Device Resources Center pages

    • We provide downloadable ebooks and audio books purchased from the third party vendors. You can download WMA Audiobooks and MP3 Audiobooks from Overdrive. To find out more information please visit the Overdrive help pages.

    • We provide downloadable ebooks and audio books purchased from the third party vendors. You can download EPUB eBooks and PDF eBooks from Overdrive. To find out more information please visit the Overdrive Help pages.