If you’re unable to sign in to the BorrowBox app, there are several troubleshooting steps you can follow based on common causes and official support guidance:

1. Double-check login details
- You must enter your library card number (usually without spaces) and your four-digit PIN. Make sure you haven’t mistyped either detail13.
- If you joined your library online, use the temporary card number until you upgrade to full membership1.

2. Account issues (overdue items, expired membership, or blocks)
- Your account may be blocked due to overdue items or expired membership. Return or renew overdue items or contact your library to resolve blocks or renew your account17.
- If you get a message about your membership expiring or being blocked, visit or contact your local library for help1.

3. Problems with PIN or password
- If you’ve forgotten your PIN, use your library's PIN reset option—some libraries require you to visit in person for security3.
- If you don’t receive a password reset email, contact your library to reset your password5.

4. Technical issues (app bugs or updates)
- Make sure you’re using the latest version of the BorrowBox app. Go to the Apple App Store or Google Play Store and check for updates5.
- Try uninstalling and reinstalling the app38.
- If problems persist, reset the app:
- On iPhone/iPad: Go to the app’s Settings → Account Details → Reset (note: this will erase downloads and require you to sign in again)5.
- On Android: Open the menu, select Account Details, then tap Reset App5.

5. Recent account deletion issue (rare)
- In mid-2024, some libraries reported an incident where BorrowBox accounts were accidentally deleted. If your account details are unrecognized and you can't reset your password, contact your library to confirm and re-register if needed (note: this may cause you to lose existing reservations)2.

6. Report the issue directly
- Contact your library for help with account issues, overdue items, or PIN problems17.
- For app bugs, use the app’s internal Send Feedback feature (in settings) to email BorrowBox support with a log of your issue347.
- You can also email BorrowBox support directly: [email protected]5.

Checklist before contacting support

- Confirm you are using the correct library card number and PIN
- Ensure your membership is active and your account is in good standing
- Try updating, reinstalling, or resetting the app
- Attempt to log in via the BorrowBox website as an alternative to check if it’s an app-specific problem
- If you still cannot log in, contact your library or BorrowBox support for personalised assistance57

Following these steps should resolve the majority of BorrowBox sign-in issues. If the problem is related to a wider service outage or a library-side issue, staff will be best positioned to help.