Q. Why will Libby not recognize my library card?

There are various reasons for difficulty with account verification in the Libby app.

Account frozen?

In some cases, the message in Libby adds "Please note: Your account has been frozen...." If you see this message, you can check your account by signing in (My Account link) on our catalog site. Here you can see more information such as fines or an expired account. For help with your account, call Circulation: (865) 215-8751.

Data entry error?

Be sure you are entering the library card number without spaces or dashes. Your password may be case sensitive. You can reset your password if needed.

Correct library?

If you are signing in to the app for the first time after installing it, please check to be sure you set up the correct library in the Libby app. Find us as "Knox County Public Library," in Knoxville, TN. There are other Knoxvilles and other Knox counties in other states. People can pick the wrong one without noticing.

The easiest way to find the right library is to search on zip code 37902; the address is 500 West Church Avenue. You do not need to hunt for your local branch in the app—we are all one library.

Technical glitch?

If you still cannot identify the problem, you can try a complete card refresh in the app: 

1. You may need to back out to the Libby main screen, where five icons appear across the bottom row (search, library, menu, shelf, timeline).
2. Go to the menu (middle button in bottom row).
3. Under "your libraries" tap Manage Cards.
4. On the image of the library card, tap Actions, then Remove Card.
5. Power down the device, one full minute.
6. Restart your device, connect to your Wi-Fi, open Libby, and add your library card and password.
7. You can reset your password if needed.

For help navigating the Libby app, call Reference: (865) 215-8700.