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I Can Sign In but Can’t See the Expected Titles

If you can sign in to ePlatform but cannot find an expected eBook, Audiobook, or other title, check your search filters, library availability, account access, and browser or app.

Check your search filters

A search or browsing filter may be hiding the title.

  1. Open Browse.
  2. Check which filters are currently applied.
  3. Remove or change filters that may exclude the title.
  4. Select Show results.
  5. Search for the title again.

Check whether your library has the title

A title may not be part of your school or library’s current ePlatform collection.

Ask your teacher or librarian whether the title is available and whether your school accepts requests or suggestions for new titles.

Check your account access

Your school controls which titles are visible to different patrons. A title may be unavailable because of an age or year-level restriction associated with your account.

If you believe you should have access, ask your teacher or librarian to review your patron information and the title’s access settings.

Steps for the app

If titles are missing in the ePlatform app:

  1. Confirm that your device has an internet connection.
  2. Check your app store for an ePlatform update.
  3. Restart your device.
  4. Sign out of ePlatform.
  5. Sign in again and search for the title.

Steps for a web browser

Outdated cached data can prevent the newest title information from appearing in the web portal. Clear the ePlatform website data in your browser, then sign in again.

Google Chrome

  1. Select the three vertical dots in the top-right corner.
  2. Go to Settings → Privacy and security.
  3. Select Delete browsing data.
  4. Select Cookies and other site data and Cached images and files.
  5. Set the time range to All time.
  6. Select Delete data.
  7. Open ePlatform, sign in, and search again.

Microsoft Edge

  1. Select the three horizontal dots in the top-right corner.
  2. Go to Settings → Privacy, search, and services.
  3. Under Clear browsing data, select Choose what to clear.
  4. Select Cookies and other site data and Cached images and files.
  5. Set the time range to All time.
  6. Select Clear now.
  7. Open ePlatform, sign in, and search again.

Safari on Mac

  1. From the top menu, select Safari → Settings or Preferences.
  2. Open the Privacy tab.
  3. Select Manage Website Data.
  4. Select Remove All.
  5. Confirm by selecting Remove Now.
  6. Open ePlatform, sign in, and search again.

Checks for library staff

If a patron still cannot see the expected title:

  1. Confirm that the title is available in the library’s ePlatform collection.
  2. Confirm that the title has not expired or been removed.
  3. Open the patron’s record from Admin area → Patrons.
  4. Check the patron’s age, date of birth, and year-level information.
  5. Review any age or year-level restrictions applied to the title.
  6. Test the title using another patron account.

Age and year-level restrictions can be reviewed from:

Admin area → Restrict Titles by Age or Year Level

Need help?

If the title remains unavailable, email support@eplatform.co.

Include:

  • your library name and portal URL;
  • the missing title and ISBN;
  • whether the problem occurs in the app, browser, or both;
  • whether the title is missing for one patron or multiple patrons; and
  • the affected patron’s account details.