FAQs

We’re always here to help with questions about your library membership, and advice with getting the most from our collections and services. Browse the website for information on our libraries, services and programs, and see the additional frequently asked questions below. If you have any other questions, please contact us.

Membership

See our Membership pages for advice on how to join and how to make the most of your membership.

How do I access and use my library account?

Our catalogue help pages provide guidance on all aspects of using your online library account. This includes logging in, searching for items, placing holds, creating lists, downloading eBooks, changing my password or details, and accessibility.

My library account is blocked – what do I do?

Please contact us if your account is blocked and we will work with you to fix the issue.

Printing and copying

See our printing and copying pages for information on using the Pharos print and copy facilities in our libraries.

How do I change my Pharos PIN?

If you've forgotten your PIN, you can reset it online, or ask for assistance from our library team.

How do I top up / add money to my Pharos account?

  • Top up your account in My Print Center.
  • You can pay by a range of electronic payment methods: Credit Card, Debit Card, or PayPal account, and receive a tax receipt.
  • The minimum top us is $2 and the maximum you can load at a time is $20. To request a refund of unused funds, please complete our refund request form.
  • You cannot transfer money from one account to another. If you replace your library member card, please see library staff who can attach your Pharos balance to your new card.

Library kiosks

How do I know whether my book has been issued?

Your item is automatically scanned onto your library card when you take the book out of the kiosk.

Where can I return my items?

All items can be returned at any Gold Coast library or kiosk. Items returned at a kiosk may take 2 working days to be removed from your account. Oversized items can be returned to any library.

The kiosk machine isn't working

Please contact us as soon as possible.

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