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Help Center

General Problem-Solving Steps

If ePlatform is not working as expected, complete these general checks before trying a problem-specific solution.

Check your internet connection

An internet connection is required for signing in, browsing, borrowing, reserving, synchronising, and downloading titles.

Reading or listening offline is only available when the title was completely downloaded beforehand.

Update the app

If you are using the ePlatform app:

  1. Open your device’s app store.
  2. Find the ePlatform app.
  3. Install the available update, if one is shown.
  4. Open ePlatform and try again.

Try another browser

If ePlatform is not working in your current browser, open your library portal in another modern browser and repeat the same action.

Restart your device

  1. Close the ePlatform app or browser.
  2. Restart your device.
  3. Reconnect to the internet.
  4. Open ePlatform and try again.

Sign out and sign in again

If you can still access the ePlatform menus:

  1. Sign out of ePlatform.
  2. Close the app or browser.
  3. Open ePlatform again.
  4. Sign in using the same library and patron account.
  5. Repeat the action that was not working.

Need help?

Ask your teacher or librarian if the problem continues.

Library staff can email support@eplatform.co and include:

  • the library name;
  • the affected patron account;
  • the device, app, or browser being used;
  • the action being attempted;
  • whether one or multiple users are affected; and
  • the error message displayed, if any.