More often than not, when your patrons have a problem with Overdrive you will need to work with them directly.
If the support articles on https://help.overdrive.com/ have not provided an answer to a patron's technical support question for MontanaLibrary2Go, please open a support ticket via OverDrive Marketplace.
To open a support ticket with OverDrive:
- Navigate to https://marketplace.overdrive.com/
- Log in to Marketplace. If you do not have login credentials, please open a ticket in Zoho and request an account.
- Once you are logged in to Marketplace, navigate to the Support tab in the blue task bar.
- On the Support page, select Technical Support in the Contact Us box.
- To help OverDrive Support provide you with a quick and accurate response, please include as much of the following applicable information as possible:
o Patron’s name and email
o Patron’s library card number
o Detailed description of the problem
o Format (what type of ebook or audiobook)
o Title of book, if applicable
o Error message text, if applicable
o Operating system (Android, iOS, Windows, etc)
o Browser (Chrome, Firefox, Internet Explorer, Safari, etc)
o Software application (Kindle app, Libby, OverDrive app, etc)
o Name and model of device (ex Kindle Fire, iPhone 6)
- Once you have filled out your support ticket, click Send. OverDrive Support will respond to your request within a couple of hours.
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