FAQs

Explore our frequently asked questions below. If you have a question that's not answered below, we're here to help! Please contact us.

COVID-19 and our libraries

How are Gold Coast Libraries affected by COVID-19?

See our Latest updates page for current information on how COVID-19 is affecting our library services.

Membership

How can I become a library member?

Not a library member? See our membership page for how to join.

Where is my nearest library?

See a map and details of all of our libraries on the Our libraries page.

How do I sign in to my library account?

  1. Sign in to your library account to access your account information and additional account features.
  2. Click on the login link at the top right hand corner of the screen.
  3. Enter your library card number as the User ID, and your four digit PIN. If you've signed in successfully, your name will appear at the top of the screen.
  4. To access your account, click on the link to your name. Here you will be able to view some of your personal details, as well as information about your current checkouts and hold requests.

My library card has expired – how do I renew my membership?

If you're a full library member, you'll need to bring 2 forms of identification (ID) into any Gold Coast library. See our membership page for details of acceptable ID.

I'm an online temporary member – how do I become a full member?

If you joined as a special online temporary member, please visit your nearest library with 2 forms of ID and we will be able to upgrade your membership as long as you still meet our membership conditions. See our membership page for details of acceptable ID.

How do I update my details?

If your contact details change, please advise your nearest library as soon as possible. You're able to change your PIN at any time via the library catalogue. If you've forgotten your PIN, please contact us and staff will assist you.

How do I get a PIN? What is my PIN?

If you've forgotten your PIN, please contact us and we'll assist you. You're able o change your PIN at any time via the library catalogue. If you don't have a PIN, contact your local library and staff will help you to set one up.

I have lost my library card – what should I do?

Please contact us and we will help you.

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.

How do I contact the library?

See our Contact page for ways you can contact us.

Borrowing

Can I access Book Club kits?

Yes, our Book Club kits are available to borrow by registered book clubs.

How many items can I borrow and for how long?

See our membership page for details of your membership benefits.

Where can I return my library items?

You can currently return items using the 24-hour external return chutes located at our Broadbeach, Burleigh Waters, Coolangatta, Elanora, Helensvale, Nerang, Robina, Runaway Bay, Southport and Upper Coomera.

Burleigh Heads and Palm Beach libraries do not have external return chutes.

How do I renew my items?

You can renew your items by signing in to your account in the library catalogue, at any library or by phone. Items can be renewed twice provided they have not been requested by someone else.

How do I place a hold on an item?

In the library catalogue, click on 'Request it' next to the item you would like to place on hold. We will notify you by your chosen communication method when the item is ready to collect, and you'll have 15 days to pick it up.

How do I receive text (SMS) messages for library holds?

You need to opt-in to this service. To do this:

  1. Sign in to your library account, then click on your name in the top right hand corner.
  2. Select the 'Edit account' button – see the 'Modify My Information' heading.
  3. Enter your mobile phone number.
  4. Select the 'Opt In' checkbox under the 'Mobile Alerts via SMS' heading.
  5. Click 'Submit' to save changes. You'll receive a text to confirm you've opted in.

How do I create a list in the library catalogue?

You need to opt-in to this service and will then be able to create lists to refer to later. To do this:

  1. Sign in to your library account, then click on your name in the top right hand corner.
  2. While browsing search results, save any item to a list by selecting the 'Add to cart' symbol in the 'Additional actions' area. This will store the items in a cart.
  3. When you've added your items, click on the 'My Cart' link at the top of the screen. You'll see the items in your cart, and to save them, click on the 'Save to list' button.
  4. Give your list a name and select the 'Create' button. You can keep multiple lists, and add more items to any of them.
  5. To view your lists, click on your name to view your account, then click on the 'My Lists' tab.

How do I see my reading history?

You can view and record your borrowing history in the library catalogue. To opt-in to this feature:

  1. Sign in to your library account, then click on your name in the top right hand corner.
  2. Click on the link to the 'Reading History' tab. You'll need to click on the 'Save Reading History' button to opt in and enable this feature.
  3. Information for items you borrow will now be recorded on the 'Reading History' tab.

Printing and copying

What is Pharos?

Pharos is our print and copy management system. It enables customers to print and copy at the library using their Pharos account. It's a completely cashless system offering the flexibility to send documents to a library printer from anywhere, including from home, and then visit one of our 11 library locations to print. Go to My Print Center to manage your account and top up your balance from anywhere using the Pharos Print Centre, or download the Pharos Print app from your app store. Scanning to a USB is free of charge.

How do I get a Pharos account?

  • It's easy to set up a Pharos account. If you're a library member, you can access Pharos straight away using your library card and PIN.
  • If you're a visitor to the Gold Coast, you can set up a guest account.
  • If you need assistance at any time, our team can help guide you through the process.
  • For library members, if you've forgotten your PIN, you can reset it online, or ask for assistance from our library team.

How do I manage my Pharos account?

  • Log in to access and manage your existing Pharos account.
  • Please bear in mind that you're responsible for the management and security of your Pharos account. For security reasons, please don't share your account details with anyone.

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.

How much does it cost to print and copy?

See our Printing and copying page for current charges.

Library kiosks

How do I use a library kiosk?

Please see instructions on our library kiosk location pages.

How often will new titles be available?

New titles will be available every month.

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.

Other services

Is Wi-Fi available at libraries?

Wi-Fi is available during library opening hours.

How can I borrow items from the Special Needs Library?

  • Special Needs customers can now order and collect items through the library catalogue.
  • Holds checked out to customers who are booked for that day will be stored and prepared on tables located within the Special Needs Library.

Can I access Book Club kits?

  • Yes, if you've registered with us as a book club, our Book Club kits are available for the club to borrow.