FAQs

If you have a question that’s not answered below, we’re here to help! Please contact us.

How are Gold Coast Libraries affected by COVID-19?

• See our Latest updates page for the latest information on our library services.

What are the contact tracing requirements of visiting a library?

• Queensland Government guidelines require us to record the contact details of every customer entering a library, regardless of age, in the event that COVID-19 contact tracing is required. We will ask you to scan your library card as you enter and leave the library, which will record your membership number and entry/exit times. Please make sure you bring your library card with you. The information we obtain from customers will only be accessed if requested by Queensland Health and only for the purposes of contact tracing of a confirmed COVID-19 case.

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, Runaway Bay, Southport and Upper Coomera libraries.
• Robina library is not able to receive returned items - see below. Burleigh Heads and Palm Beach libraries do not have external return chutes.

Why can’t I return or collect items from Robina Library?

• Robina Library is currently being refurbished, and access is not available to the public.
• We look forward to welcoming you back to the refreshed Robina Library very soon.
• Existing holds from Robina Library can be collected from Elanora Library.

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.
• Due to quarantine and cleaning requirements, only a restricted range of items are currently available to borrow.
• Visits to the library for browsing are by appointment only on Thursdays and Fridays, to help minimise the number of people in the space at any given time. Please contact us for an appointment.

I have returned my items - why are they still showing on my account?

• Due to strict hygiene protocols, we must quarantine all returned library items for 72 hours before they can be processed. This means there may be a delay before items are removed from your account after you've returned them.

Why isn’t printing, copying and scanning currently available?

• Due to the need to maintain social distancing and hygiene protocols, our print and copy areas and equipment are unable to be used at this time.

Why is library PC use limited to 30 minutes?

• At this time, we're working to ensure library members can start coming into libraries to browse and borrow items. To help us service the maximum number of library members while the one person per four square metres rule is in place, we are temporarily limiting use of PCs to 30 minutes.
• We are currently unable to provide support to customers seeking help with eGov transactions.

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.

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?

• Sign in to your library account to access your account information and additional account features.
• Click on the login link at the top right hand corner of the screen.
• 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.
• 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.

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.

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

• If you’re a full library member, you’ll need to bring two 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 during library closures, your online membership is valid until 1 October 2020. Please visit your nearest library with two 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 to 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.

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

• You need to opt-in to this service. To do this:
  • Sign in to your library account, then click on your name in the top right hand corner.
  • Select the 'Edit account' button – see the 'Modify My Information' heading.
  • Enter your mobile phone number.
  • Select the 'Opt In' checkbox under the 'Mobile Alerts via SMS' heading.
  • 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:
  • Sign in to your library account, then click on your name in the top right hand corner.
  • 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.
  • 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.
  • Give your list a name and select the 'Create' button. You can keep multiple lists, and add more items to any of them.
  • 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:
  • Sign in to your library account, then click on your name in the top right hand corner.
  • 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.
  • Information for items you borrow will now be recorded on the 'Reading History' tab.

How do I contact the library?

• Library phone support is available at all locations from 9am to 5pm, Monday to Friday. Feel free to call us if you need assistance or have any questions about your library membership.
• You can also still contact your local library via our online Ask a Librarian form if you have any questions, or need a reading suggestion.

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.