FAQ

For a list of libraries on Elf, go to here.

For info on updates and new features, check What's New.

General Questions

- What does Elf do?

- Would I be able to check my cards as well as my kids?

- What is a PIN?

- Is Elf affiliated with any library?

- Can you add my library?

- Why are some libraries beta?

- Can I use Elf to renew my library items?

- I returned my book but it's showing up as not returned, why?

- How do I know if my card is online?

- What is a block?

Subscription Questions

- What part of Elf is still free?

- How do I subscribe?

- How do I tell if my library has subscribed to Elf?

- Do I have to subscribe if I donated to Elf before?

- My account has subscribed libraries in it. So why does the subscribe button show up?

- When free premium expires will I just quit getting notices from Elf?

- Can I have both subscribed libraries and one non-subscribed library in my Elf account for free?

- How do I get the library to subscribe so I can get the premium service for free?

- Some of my cards in Elf say "subscription required". Do I have to delete them before using the free service?

- Which libraries allow me to have the multi-card premium service for free?

Privacy-related Questions

- Will you sell or share my email address?

- What about my privacy?

- With respect to privacy, is a record (history) of the titles kept?

- Is Elf affected by the US Patriot Act?

Sign up-related Questions

- Is there a demo so that I can see how Elf works?

- What do I need to sign up for an Elf account?

- What are the steps for creating an Elf account?

- I'd like to sign up but only have one of the cards, can I add the rest later?

- What are the reminder options initially set to?

- A few weeks after signing up, my account was suspended. What happened?

Email Reminder Notice-related Questions

- My email notices have stopped arriving. What could have happened?

- Every so often my email notice arrives later than usual, why is that?

- What if my email notice doesn't look right?

- We visit the library once a week. Can I get weekly reminder notice?

- If my email notice doesn't arrive, am I responsible for any overdue fines?

- I'd like 'squeeky wheel' reminders of my overdues, can I?

- I don't use or reserve any holds. How do I turn off holds?

Technology-related Questions

- What email software does Elf work on?

- What browsers does Elf work on?

- How does one create an RSS feed?

- What cell carriers can text hold alerts be sent to?

My Account-related Questions

- How do I fix an "offline" card?

- How do I change my account information?

- I've lost my password. What can I do?

- How do I change my advance notice option?

- How do I change my overdue notice option?

- How do I change my hold notice option?

- How I change my Elf account password?

- I've changed email addresses. How do I update my email address?

- I've changed my cell provider and have a new number. How do I update this?

- How do I edit my library card info?

- I'm going on vacation. How do I suspend delivery of my notices?

- How do I turn off suspend and resume checking?

- How do I add a library card?

- How do I delete a library card I no longer need?

- How do I close out my Elf account?

Version and Update Information

- What's New

General Questions

Elf is an Internet-based tool for keeping track of what's due, overdue and ready for pickup. Users can keep track of one or more library accounts in one place and receive reminders (sometimes called pre-overdue or early notification). Reminders are sent when the user wants it -- before items are due (up to seven days advance notice, weekly notice or everyday reminders). For families or anyone who'd like reminders before an item is due (user-selectable number of days notice). If Elf is for you, sign up for an account.

Multiple card checking is one of the main features of Elf. Just enter all the library cards under a single Elf account. This feature is handy in a busy household where everyone in the family takes out many and all types of library material, then relies on mom or dad to return them on time.

An acronym for Personal Identification Number, PINs are used to authenticate you when you sign into your library account. All libraries have their own PIN requirements. Many use the last four digits of the cardholder's phone number and/or cardholder name. Other libraries give cardholder the option of specifying and changing PINs. While some libraries, do not use or require PINs.

Elf does not have an automatic Change My Library PIN feature. If your library permits user-specifiable PINs, change the PIN from within your library account. Keep in mind, if you change the PIN in your library account, you will need to update your library PIN setting in your Elf account. If you do not, Elf cannot check your card.

For info on what your library's PIN requirements are, contact your library (or use list - URLs to get to your library).

Elf is independently-run and not affiliated or associated with any schools or libraries.

If your library is a Polaris PowerPac (v3.2 or later) or a Dynix library system (Classic or Horizon; excluding Java-based Dynix WebPAC), send the name of the library and its URL through our Feedback Form. Also if you would, please tell us how you found our site in your note, thanks!

If it's any other type of library, and you are from the library, please read about subscribing to Elf.

Libraries added to the system may be seen here (check back in a few days).

These libraries are designated beta because the communication protocol between these libraries and Elf requires more monitoring. If we determine that it's not reliable enough, these libraries could be removed from Elf.

If your reminder notices are not arriving as it should, send us a note. Be sure to say what reminder notice was missed and the name of the library you are using.

Elf does not have a renew feature. However, to bring up your library's login page in your browser, click on the due date of your reminder notice.

Returns usually must be processed; in other words, items must be checked in before 'actually' being checked into the library. Processing and check-in depends on the library (check with your library to learn more about their check-in procedures). This aside, some things (volume, holidays, interlibrary returns, outdoor bins, etc.) could be factors.

Also, keep in mind that the information in your notices reflects the status of your library account at a particular point in time. Given this, notices are current for a limited time and will expire as soon as you have changes in your library account.

Manually checking your library account is one way to check whether the items has been checked in or not. (Logging into your library account itself 'manual login' or check via Elf for real-time checking.) If an item has been checked in then the item will no longer be listed.

The information in the reminder notices is basically the same information that's in one's library account. Most importantly, the information is what was available at the time the account was checked. Items may be checked in or checked out since notice was generated. For the latest, manually login (or check your account via Elf).

If your card is not working, it is probably because the card was not activated*, is no longer online or it may be a blocked card.

To verify that your card is active and works, go to your library's login page and try logging into your library account. (Links to library home pages may be found here, List of Libraries page - click on the library name.)

If the login doesn't work and you get an error message (i.e. login failed, invalid card or PIN, etc.), you will need to get the card checked out by the library.

When your card is working, sign into your Elf account and update the card Check Status to Online (info on updating card Check status may be found here).

* Some libraries require new card holders to 'activate' the card before it can be used. Activation may also be needed if the library upgrades to a new system.

Blocks are put in place by the library. Aside from the obvious (too many overdues or too much fines), your card may have been blocked because it needed to be renewed. To remove the block, check with the library. (Depends on the library, some libraries permit cards to be renewed by phone while others may want you to go into the library.)

When you have removed the block, you will need to update the Check setting to Yes to resume checking for the card.

1. Select My Account.

2. Click Add or Edit link or the Library Cards tab.

3. Click the Edit icon (on right side) of the library card you want to edit.

4. Press Save to save the changes.

5. Verify you've made your changes, click Check My Cards.

Why does Elf turn off checking? Checking cards that don't work on a daily basis takes up computer resources (the library's and Elf's).

Subscription Questions

Email reminders (for items out only) on a single card are still free. See subscription based service for more information on the free basic service.

For existing users, log into your Elf account and click the subscribe button. If no subscribe button appears then your account does not require a subscription in order to use the premium service. If you need to add on a library card which requires a subscription, then click the subscribe link in the "Add Card" page.

For new users, sign up for the free trial. After sign up is complete, log into your Elf account. A subscribe button will appear if Elf determines that a subscription is necessary.

The library will have the "subscriber" designation after its name in the list of libraries ; in your Elf account card list; or in the drop-down list that appears when you add a library card to your Elf account.

Please note that a lot of libraries have a Library Elf link on their web site. This does not necessarily mean that they have subscribed to Elf. A lot of libraries have used Library Elf's service for free in the past. We have approached some of them about subscribing to Elf so their patrons would not have to. Those libraries that agreed have the "subscriber" designation after their name.

No. All Elf accounts, of user who donated in the past, were converted to the equivalent single or multi-card premium yearly subscription. Those who were extra generous were given a longer subscription. Thank you very much for your generosity.

If your account only has subscriber libraries, then no subscribe button will show up and you won't be notified about subscribing. However, if your account also has non-subscribed libraries, then you will need to subscribe to include those libraries in your Elf account. Your subscription price is priced according to how many non-subscribed libraries in your account. Elf will not include the subscribed libraries in the subscription price.

No. Your Elf account will automatically be converted to the free basic service account. Elf will activate the first online card and stop monitoring your other cards labeling them "subscription required". You do not need to delete these cards. Your account will work fine under this free basic service mode with them in your account. You can subscribe at any time to get those cards back online.

Unfortunately it is not possible to mix subscriber and non-subscriber libraries - without subscribing - because of the difference in services between basic and premium. The subscription price is only based on the non-subscriber libraries.

Our subscription fee for libraries is significantly lower than what commercial library software vendor charge to install a reminder service. You could politely ask your library if they might consider subscribing to Elf by pointing them to our web page on library subscription. We would provide them with a quote and usage statistics. We would also refund (prorated) any individual subscriptions once the library has subscribed.

No. However, they will not be monitored by Elf until you subscribe. You can delete them if you want to but it's not necessary.

Libraries with the "subscriber" or "beta" designation after their names are free. Some libraries, that existing users may have in their account, have the "unsupported" designation. They are also free. However, these libraries are not supported and will be removed once they stop working.

Privacy-related Questions

The answer is no. Like you, we don't want spam and do not sell, share or distribute email addresses. For more information, see our Privacy Policy.

Your privacy is one of our most important concerns. Personal information are kept encrypted with 128-bit encryption (one of the best, most commonly used encryption technologies available today).

Elf does not obtain or collect patron name, address or phone numbers from library records. And unless ordered by court order, your email address or other personal information are not sold, disclosed or otherwise made available to any outside party.

It is important to note that if you use public RSS aggregators (e.g. Bloglines, Blogger, Feedster, Rojo, etc.) you should be aware that some of these services may allow other users of the service to read your RSS feeds. This means that putting a private RSS feed in a public aggregator could mean that others will be able to read your feed information.

So while RSS aggregators usually offer an option for users to designate whether one's folders and feed information be public or kept private however you may want to contact your RSS service provider for more information or if you have questions about your RSS software.

Important Note on Privacy: Bloglines apparently treats RSS feeds public even if you have set your profile to private. If you are a Bloglines user, you may want to change your delivery method to email only.

In general, no histories are kept or recorded. Due to the way RSS works, however, an RSS file is published for users who have chosen to receive RSS feeds. Old or previous RSS files are not kept or retained. It's worth noting, Elf does its checking in real-time and information is based on what is obtained at time of checking (and not stored).

We don't think so. We are based in Vancouver, BC Canada and it's our understanding that the US Patriot Act does not apply here. Furthermore, our privacy policy states that we will not share any information unless ordered to by a government court order (which, in our case, would be the Canadian government).

Elf only does its checking in real-time. This means that no history file is kept of your items out. Due to the nature of RSS, a copy of one's current account status is kept for your RSS feed, but this only if you have opted for RSS feeds.

Sign up-related Questions

You can see a demo of Elf by going to the Demo page. This real-time demonstration displays a progress bar as Elf logs into the various libraries. Elf displays the items that are overdue, due within a period of time, items not yet due and as well as holds.

Three pieces of information -- your email address, your library card number and its PIN.

Note that your email address is where your email notices will be sent - it is also your Elf Account ID. Email address must be valid and active -- if not, you will not be able to receive any reminder notices and your Elf account will be suspended.

Reminder notices are sent in HTML-format so you will need to use an email software that will support graphically enhanced email (email software).

Text messages for holds is also available (US and Canada only). If you would like to receive text message hold alerts, you would need to specify your cellphone number and carrier. Note, carriers may charge a fee for text messages -- check with your carrier for fee rates.

1. Create your account - the email address you use will be your Account ID

2. Add your card - if you'd like, start with one card (more can be added at a later time)

3. Specify when you want your notices delivered and any other options you want

4. Confirm your email address.

Yes -- go ahead and register the card you have with you now. When you have collected the rest of the cards and are ready to add them, sign in to your account anc click My Account (left side of screen). Click Add or Edit link or the Library Cards tab to bring up the Library Cards page. Then click Add Card to add a library card.

The initial settings are:

Option Default Notice sent FAQ? Advance Notice three days before three days before due Advance Overdue Notice Once first day only Overdues Hold Notice Once once Holds

Reminder notice preferences are set in the Options section of My Account.
Click on the link (in the FAQ? column) for info on how to update the option.

Either your cards couldn't be checked or your reminder notices were bouncing.

If card checking does not work (fails), Elf cannot process your account. When this happens, the library returns an error message - i.e., login failed, card number or PIN is not valid, cannot locate patron or other similarly worded message. If your email address does not work, then your email reminder notices will bounce.

In either case, it means Elf cannot process your account and the account would have been suspended.

Note, accounts suspended for an extended period may be deemed inactive and deleted without notice. Please review and correct your library card information to ensure that your account is not inactivated and deleted.

Email Reminder Notice-related Questions

There may be a problem with email delivery (i.e. invalid/inactive email address, mailbox quota, message filtering, etc.) or there may a problem with your card and it could not be checked.

Email addresses, Email accounts

  - Ensure that the email address you use is an address that will accept your notices.

  - If you use a free email account and it hasn't been used in a while, note that some email services will 'close' the account (i.e. Hotmail) if the account is not used for certain period.

  - Is your Inbox full? Some servers will not accept email messages if a mailbox is full and out of storage space.

   Update your email address (to an address that'll accept Elf notices) and turn off Suspend.

Spam filters

  - The domain libraryelf.com must be included on your list of trusted senders (whitelist).

  - Review and ensure your message rules are not inadvertantly deleting your reminder notices.

  - Ensure that your message rules are not inadvertantly delivering the notices in a 'special' folder.

Network filters, Spam firewalls

  - If your provider uses spam filters, they would need to include libraryelf.com on their whitelist. Firewalls may also be a factor. (Service provider have the discretion to accept or not accept email messages for delivery.)

   Turn off Suspend when your spam filters and/or firewalls is ready to receive Elf notices.

Card info and status

  - Any changes in your card number (did you get a new card?) or PIN? Your library card info in My Account will need to be updated.

  - Has the card been "blocked"? The card will need be checked out by the library.

   Turn off Suspend when your card is ready to be checked.

* It's important to remember that if notices cannot get to you, it also means that we're not able to let you know this is happening. Notices that bounce or are rejected over a period of time may eventually lead to checking for the account to be turned off (Suspend mode). To resume checking, make sure you are able to receive email notices before turning off Suspend.

Submit a bug report if you do not receive your email notices after checking everything.

It could be due to:

- the library's computer system may have been down when your account was checked

- load or traffic on the mail servers may affect email delivery

- if the library changes its format before we notice and can re-program Elf, Elf may not retrieve any account information

If you notice this is happening, let us know so that the problem can be looked into further.

Email notices is available in HTML format only so if your notices don't look right, it may be that your email software does not allow you to view HTML email or it is set for plain text viewing. (What software supports HTML email?)

Weekly reminder notices is available by setting your Advance Notice option.

1. Select My Account.

2. Click the Edit link or Options tab.

3. Select the day you want notices from the Advance Notice dropdown box.

4. Press Save to save the changes.

Note that a number of factors (for example, mail server load or traffic, library system availability, etc.) may affect message delivery.

If you visit the library on a regular day and want weekly reminders before going to the library, you may want to select the day before your visit as the day for your notices to be sent. This will let you have a reminder notice in your Inbox before your library visit and may help prevent unavoidable delays and disappointment.

The answer is yes. Service on the Elf site and email notices is offered in good faith. Despite our efforts to provide accurate and timely reminder notices, operation of this service, like any Internet-based system, is inherently subject to interruptions, delays, and data losses. Libraries could also make changes to their system and we may not always know of these changes. As a result, we cannot guarantee that our service will be free of these problems.

'Squeeky wheel' or Repeat reminders is an option you can specify if you want continuous reminders. This option may be useful for those who'd like to check on the status of their returns, such as interlibrary returns, returns in bins.

1. Select My Account.

2. Click the Edit link or Options tab.

3. Select Repeat for the Overdue Notice option.

4. Press Save to save the changes.

As long as an item is overdue, you will get 'squeeky wheel' notices reminding you of the overdue. If you prefer to receive a notice only on the first day the item becomes overdue, select the Once. If you do not want to receive any overdue notices, select None.

1. Select My Account.

2. Click the Edit link or Options tab.

3. Select None for Hold Notice option.

4. Press Save to save the changes.

Technology-related Questions

Email reminder notices are sent in HTML email.

- Microsoft Windows Outlook Express 6.0

- Netscape Mailer 7

- Eudora 6.0

- Mac IE 5.0

- Mac Mail 1.3.11

- web-based email services (Hotmail, YAHOO, Gmail)

Plain text email/mode is not available.

- Microsoft Windows Internet Explorer browser 5.5 and higher

- Mac OS X Safari

- Mac OS X Firefox (mostly works)

- Mozilla Firefox for Windows 5.0 (mostly works)

- Netscape for Windows (mostly works)

To activate your RSS feed:

1. Go to My Account.

2. Click the Edit link or Options tab.

3. Select RSS as the Delivery method.

4. Press Save to save the changes.

The XML icon contains the URL which you use to access your feed.
Copy this URL and paste it into your RSS reader to subscribe to your RSS feed. (To copy the URL, right click your mouse button and select copy.)

RSS feeds are updated when something is due, overdue or ready for pickup.

It is important to note that if you use public RSS aggregators (e.g. Bloglines, Feedster, Rojo, etc.) you should be aware that some of these services may allow other users to read your RSS feeds. This means that putting a private RSS feed in a public aggregator could mean that others will be able to read your feed information.

Important Reminder: keep in mind RSS feeds are not without risks. Some public RSS aggregators may allow other users to read your RSS feeds -- even if you have set your profile to "private". If you have questions about your RSS software, please contact your RSS feed service provider.

US	Canada
Alltell	Bell Mobility
Cellcom	Fido
CellularOne (Dobson)	Rogers Wireless
CellularOne West	SaskTel
Cingular	Telus Mobility
Cingular Blue (AT&T)	Virgin Mobile Canada
Metro PCS
Nextel
Qwest
Sprint PCS
T-Mobile US
US Cellular
Verizon
Virgin Mobile US

My Account-related Questions

1. Login to your library to verify your login parameters.
2. If you logged in successfully, then update your card in Elf with these parameters. See editing your card on how to do this.
3. If you did not log in successfully, then please contact your library to get the correct card number and/or pin (if your library uses a pin).

For more information on 'offline' cards, click here.

To change your Elf account information, you'll need to be signed in. Click [Sign-In] (upper right part of screen or left side of screen). Enter your email address and current password then click the Sign in button. When you are signed in, select My Account from the menu (left side of screen) and your account information will be displayed.

The first section is your Account ID and Sign-In information -- name, email address and password. The second section displays your Library card information. The third section is the Options settings.

Click the tab of the section you would like to update. Make the necessary changes then save the changes. Your new information will be saved and take effect.

Go to the Forgot Your Password? page and follow the instructions.

Use the Advance Notice option to specify when you would like your reminder notices sent.

1. Select My Account.

2. Click the Edit link or Options tab.

3. In the Advance Notice dropdown box, specify your preference.

4. Press Save to save the changes.

Notice option Notice will be sent on the due date on the due date only x day(s) before due date x-number of days before due (up to seven days before due) weekly once a week select from Sunday through Saturday every day every day

A number of factors (mail server load or traffic, library system availability, etc.) may affect message delivery so you may want to keep this in mind when setting this option.

If you visit the library on a regular day and want weekly reminders before going to the library, select the day before your visit as the day for your notices to be sent. This will let you have a reminder notice in your Inbox before your library visit and may prevent unavoidable delays and disappointment.

Use the Overdue Notice option to specify if or how often overdue reminders should be sent.

1. Select My Account.

2. Click the Edit link or Options tab.

3. Specify your overdue reminder preference.

4. Press Save to save the changes.

Notice option Notice will be sent None no notices will be sent Once once on the day the item becomes overdue Repeat each day as long as an item is overdue

Note that here at Elf, we are dependent on the library -- information given on your reminder notices is the same as in your library account at the time of checking.

If the library hasn't had a chance to check items (by close), the items would still be listed as being checked out when checking happens the next day and an overdue notice will be sent. To check on the status of your returns, please give your library a call.

Use the Hold Notice option to specify if or how often hold reminders should be sent.

1. Select My Account.

2. Click the Edit link or Options tab.

3. Specify your hold reminder preference.

4. Press Save to save the changes.

Notice option Notice will be sent None no notices will be sent Once once when the item becomes ready for pickup Repeat each day as long as a hold is ready for pickup

Note that here at Elf, we are dependent on the library -- information given on your reminder notices is the same as in your library account at the time of checking.

If you'd like to cancel your holds or have a question about holds, please give the library a call. To bring up your library in your browser, click on hours (located in the Location column) in your reminder notice.

To update your password:

1. Select My Account.

2. Click the Edit link or Sign-In tab.

3. Enter (and confirm) your new password.

4. Press Save to save the changes.

Your new password will be saved and you must use it the next time you sign in.

To update your primary email address:

1. Select My Account.

2. Click the Edit link or Sign-In tab.

3. Enter your new email address

4. Press Save to save the changes.

Account Status

Before signing out, check your Account Status settings and ensure it is set to Running.

Accounts with email addresses that bounce or addresses that regularly reject notices will not receive reminder notices; as such checking for the account may be turned off (Account Status noted as 'Not Running').

Note that Not Running is a global switch to turn off checking and checking and notification for all the cards in the account. (One may want to turn off checking, for example, when going on vacation as notices may not be useful then.) To resume checking, see How to turn off Suspend.

Accounts suspended for an extended period may be deemed inactive and may be deleted without notice. We suggest reviewing and correcting your account information to ensure that your account is not inactivated and deleted.

Bounced notices as a result of invalid addresses is a significant problem. To reduce the number of bounced notices our server receives, invalid addresses are periodically deleted.

To add or edit your cell info:

1. Select My Account.

2. Click the Edit link or Options tab.

3. In the Text Message Alerts section:
    - enter the new cell number
    - specify the carrier

4. Press Save to save the changes.

Available in the US and Canada only.

1. Select My Account.

2. Click the Add or Edit link or the Library Cards tab.

3. Click the Edit icon (on right side) of the library card you want to edit.

4. Enter your changes

5. Press Save to save the changes. Elf will then try to log into your library account. If it is successful then you are done. If it is unsuccessful, then you should read the error message that Elf displays and try to log in directly to your library to verify the login parameters. Once you have the correct values, then try again.

6. To check your changes, click Check my Cards.

Note that anytime there's a checking problem with a card, checking for the card will be turned off ('Offline'). Users will need to ensure the card is in good standing with the library. Please make sure your Elf account card settings are up to date as well.

Account Status

Before signing out, check your Account Status settings and ensure it is set to Not running (click My Account). Keep in mind that accounts with incorrect library card information cannot be checked; checking inactive or invalid cards take up resources (library's and Elf's). Given that resources are not unlimited, accounts with cards that cannot be checked may be turned off.

If Account Status is set to Not running, checking has been turned off and notices will not be sent.
If your cards are active and working reactivate checking to resume checking and reminder notices.

Note, accounts suspended for an extended period may be deemed inactive and will be deleted without notice. We suggest reviewing and correcting your library card information to ensure that your account is not inactivated and deleted.

1. Select My Account.

2. Click the Edit link or Options tab.

3. Check the Account Status checkbox

4. Press Save to save the changes.

Uncheck the Account Status checkbox when you want to resume checking.

To resume checking and reminder notices for your account:

1. Select My Account.

2. Click the Edit link or Options tab.

3. Uncheck the Account Status checkbox

4. Press Save to save the changes.

If your Account Status is set to Not Running and you don't know why, check What could have happened.

To add a card:

1. Select My Account from the menu.

2. Click Add or Edit link or the Library Cards tab.

3. Click Add Card. *

4. Enter your card information.

5. Press Save to save.

Click Check My Cards to verify checking will work.

* Use dropdown box to select your library.
Libraries listed according to US, Canada, International (alphabetically by state, province, country).

1. Select My Account.

2. Click Add or Edit link or the Library Cards tab.

3. Click the Delete icon (on right side) of the library card you want to delete.

4. Click OK to confirm delete.
  - if you've selected Delete by mistake, click Cancel.

Elf users who no longer wish to have an account can close their own account. Note that by closing out your account you will lose access to your Elf account. Also, be sure you want to close out your account as once the account has been closed, you will not be able to reactivate it. As always, you are welcome to sign up again for a new account. To close your account, sign in to your account then go to My Account and select Close Account and follow the instructions.

If you do not find the answer to your question, fill out Feedback Form.