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How long will it take until library services are restored?

Given the complexity and magnitude of this task involving TPL’s data centre and computers across 100
library branches, and the interconnectivity of our systems, we anticipate the restoration of library
services will take several more weeks. Access to services will be restored gradually beginning in
January, with priority given to the reinstatement of tpl.ca and public computing services.

Why is it taking so long?

We recognize that this is a long period of time without full library services, but this is considered
an aggressive timeframe within the context of such an attack and the experience of other
institutions in similar circumstances.

We also understand the frustration and disruption caused by this prolonged delay and are grateful for
the support we’ve received. We appreciate your patience and understanding while we do everything we
can'to restore our services as quickly as possible.

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.

Can I reserve a tpl:map pass?

Unfortunately, you’re unable to reserve tpl:map passes while our system is unavailable.

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.

I placed a hold before October 27. Will my place on the waitlist be affected?

All holds placed prior to October 27 will remain on customer accounts when our systems are back up
and running, and the waitlist will not be affected. However, please note holds set to expire after
October 27 will expire.

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.

How can I search for events, programs and workshops while your site is down?

While we work to restore our website to full functionality, we’ve created a temporary solution that
allows customers to search programs, events and workshops by topic, location and age group. Find a program near you.

How can I apply to work with TPL as a presenter or performer?

Complete the online
proposal application form. All applications will be reviewed. Presenters and performers will
be contacted directly by branch staff if a branch is interested in hosting the proposed program.
Submitting an application does not guarantee that the program will be hosted. TPL cannot respond to
inquiries about whether if and when a program will be hosted.

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