TPL - Production

It’s frustrating that we still can’t access services like public computers. How long will it take until
services are restored?

We understand how much the public relies on our services, and fully acknowledge and share the
frustration caused by our inability to provide offerings like public computers. We are working
diligently to restore our services as soon as possible, with support from third-party cybersecurity
experts and our City of Toronto partners. We are actively working to establish a more precise
timeline, and will promptly share this information once it’s available.

In the meantime, our library branches are open, people can borrow and return materials, most programs
are running and Wi-Fi is available. We appreciate everyone’s patience and support.

My library card expired/will expire soon. Can I renew my card?

Unfortunately, we aren’t able to renew cards at this time. But don’t worry: Library and digital
access cards won’t expire during this time. You’ll still be able to borrow items and access digital
services like OverDrive, Hoopla and Kanopy while we work to resolve the issue. Plus, all cards will
be automatically extended when we resume regular service.

I had/have a tpl:map reservation, but I can’t download the reservation. What can I do?

A member of the tpl:map team will reach out to you by email shortly before the date of your
reservation. You’ll have the option to keep or cancel your reservation. If you opt to keep your
reservation, you’ll receive an electronic version of your pass (and be sure to check your junk mail
folder if you don’t see it). We appreciate your patience as we work through the current backlog.

I think my hold might be available for pick up, but I’m not sure. What do I do?

If you received a notification before Saturday, October 28 indicating that your hold was available,
please call or visit your pick-up branch to confirm availability. Also, if you had a book in transit
before October 28, it may be available for pick up now. Again, we recommend calling or visiting your
branch to confirm.

Will I be charged if I don’t pick up my hold?

No, you will not be charged for holds that aren’t picked up during this time.

What if my hold is in transit?

Holds currently in transit will keep this status. When our system is up and running again, in transit
holds will be processed and made available to customers.

Can I place or cancel a hold at a branch?

Unfortunately, you’re unable to place, suspend or manage holds while our system is unavailable.

Can I renew a physical item?

Yes, it’s possible to renew a physical item. Go into your branch with the item or call your branch
and provide the barcode number.

My items are due soon. Will I be charged a late fee if I’m unable to renew or return my items?

There’s no need to worry about late fees! We moved to a fine-free model in June 2022. However, for
the sake of other customers, we encourage you to renew or return your item(s) at your earliest
convenience.

Can I still borrow items while your system is unavailable?

Yes, you can still borrow – and return – items at branches. Plus, you can borrow ebooks, audiobooks,
films and music from digital collections like OverDrive, Hoopla and Kanopy (see the full list of available
online services).

Can I book a study room?

Library staff are manually reserving study rooms on a first come, first serve basis. Please call or
visit a branch to confirm availability.

Are library events, workshops and programs still happening?

Yes, most are still happening. However, please note programs and workshops scheduled in Computer
Learning Centres have been cancelled until further notice.

• In-person events
  For local events, we recommend calling the host branch
  to confirm. For our Salon Series, On Civil Society and other signature series, check Eventbrite.
• Online events
  Browse and register for upcoming events on Crowdcast: TPL Programs, TPL Culture and TPL Kids.

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