Digital Media Help

Digital Media Help

Need in-depth personalized help?


Make an appointment

Connect Arizona's Digital Navigators team has a FREE Tech Help phone line. They are here to help you from Monday–Friday, 9 am–6 pm. Your options for making an appointment:

  • Call or text the phoneline at ‪(602) 529-1519.
    Leave a message and they will call you back as soon as they are able, or at the time that you request.
  • Email‬
  • Complete this form to make an appointment and share some background information about your question/need/issue.

Try an online tutorial! Browse through tech help videos on digital media from the library, how to use a computer or device, or using Gmail or Zoom.

Digital Navigators will help you with:

  • computer basics
  • help with devices, like smartphones and tablets
  • finding internet service offers in your area
  • help with unemployment forms, online banking, distance learning, creating an online shop
  • using your smartphone as a hotspot wireless network
  • using the internet to stay connected to family and friends
  • accessing library online resources and digital media
  • ...and more!

Read more about Digital Navigators.

Get Support with Specific Digital Media Services

The Library subscribes to these services, which are supported by the companies that offer them. The companies offer tech support beyond what library staff can help you with. Since every device is a bit different and works differently with each service, library staff and our Infoline can only offer limited technical assistance by phone, email, and in person.

The best way to get help is by contacting the experts listed below.

The companies below are the only ones who can help you with:

  • Account problems
    • Login issues, especially if you have logged in and used the service before
    • Missing or missed holds
    • Missing titles
    • Due date issues
  • Technical problems of any sort including:
    • Problems with the app
    • Titles that don't download
    • Titles that don't work properly on your device
    • Titles that have content errors, such as missing chapters

OverDrive / Libby App

eBooks, eAudiobooks, Comics, Graphic Novels, Magazines, Streaming Video, IndieFlix, Qello Concerts

New to OverDrive or the Libby app?
Go to Getting Started and select the device you want to use.

Get Help or Tech Support

Libby App

Get Help directly inside the app!

  • Open the Libby app
  • Click on the Libby icon at the center bottom of the screen
  • On the panel that opens on the right, touch Get Some Help

Kanopy and Kanopy Kids Streaming Video

Freegal Music - Downloads and Streaming

  • FAQs - Start here for any technical issue
  • Freegal Support Form - Log in and you will see a link to Freegal Music Support

Language Learning from Pronunciator

Get Started with eBooks and Libby, the One Tap Reading App

Watch to learn how to Get Started with Libby to borrow eBooks and digital audiobooks from OverDrive or to learn expert tips and tricks!

Digital Media FAQs

  • Please see our Digital Media Help page for information about support for eBooks, downloadable audiobooks, streaming video, magazines, and music.

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  • In some cases, you'll need software to get started. The services also have apps you can use.

    OverDrive - eBooks, audiobooks, movies, magazines, comics, graphic novels, IndieFlix, Qello Concerts

    Freegal Music

    • Download and stream songs in browser on a computer or mobile device
    • Stream or download using the app: App downloads

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  • OverDrive allows early returns for most items. 

    See OverDrive's Help pages:

    You can return titles using the app or software that you used to download them. Here are specific steps for:

    In the Libby app:

    • Go to your Shelf.
    • Click Manage Loan next to the book cover.
    • Click Return Early.

    If you haven't yet downloaded your item:

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  • Option 1: Get a Library Card online

    You can get a card without coming in to the Library. Apply for an eCard online!

    Your eCard will give you access to all of our eBook and digital audiobook services.

    Option 2: Get access to OverDrive by signing up for OverDrive Instant Access

    If you want to use OverDrive for eBooks and digital audiobooks, you can do so by signing up for OverDrive Instant Access using your mobile phone number.

    If you have a regular library card or an eCard, you do not need to sign up for OverDrive Instant Access. You already have access to OverDrive.

    • Go to the Overdrive page:
    • Where it says "Log In," you will get the prompt to either enter your card information or enter your mobile number to gain instant access to OverDrive materials.
    • The billing address of the mobile phone needs to be within Pima County. 

    You will also be prompted with the same message the first time you log into the Libby app

    If you'd rather not get a card, here are some options for eBooks you can read online without a library card.

    Option 3: Free eBooks online

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  • What is an OverDrive Instant Digital Card?

    An OverDrive Instant Digital Card will allow someone who does not yet have a library card to enter their mobile phone number and gain access to our OverDrive collection. They can then use the desktop site or download the Libby App to check out and place holds on our entire OverDrive ebook and downloadable audiobook collection. 

    How do I get one?

    On a desktop computer or device browser:

    On the Libby app:

    • Download and open the Libby app
    • Choose Pima County Public Library or enter your zip code when it asks you to find your library (or let it use your location)
    • Accept the prompt asking if you'd like to get instant access with your phone number
    • Enter your phone number
    • If your number is accepted, you're good to go!

    Once you've set up your Instant Digital Card, you log in with your mobile number on the desktop login screen (and Libby will essentially keep you logged in forever). Reminder: this account is only good for OverDrive and its connected Libby app, and cannot be used to access other Pima County Public Library digital services. 

    Note: Your mobile phone billing address must be within Pima County to be acceptedAlso, numbers from some cell providers (especially those whose numbers are registered as VOiP) may have trouble authenticating.

    Has your Instant Digital Card expired? See what to do.

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  • You may have signed up on OverDrive for an Instant Digital Card using your cell phone number. These Instant Digital Cards expire after two years and cannot be renewed.

    You will not lose your holds and checkouts if you follow these steps.

    Step 1: Apply for a library card

    Apply for an eCard on our website
    Come in to any library to get a card in person.

    Step 2: Activate your new card in OverDrive or the Libby app

    Once you have your new library card number, go to OverDrive or the Libby app, and either place a hold OR checkout a title. This activates your new card in the OverDrive system.

    Step 3: Request a merge

    Our staff can merge your checkouts and holds from your Instant Digital Card to your new library card number. Simply fill out this form, and we'll get back to you as soon as we can.

    Once the merge is complete, you'll be able to log in to OverDrive or the Libby app with your new library card number and PIN to see all of your checkouts and holds together in one place.

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  • If you have an OverDrive Instant Digital Card, you will be asked to verify your mobile number with an access code when you have signed out of Libby on your mobile phone. This acts as a PIN to verify that the person using the phone number is the person with the phone. 

    The screen will look like this:

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  • IndieFlix and Qello are available in the Libby app!

    Watch quality documentaries and quirky independent films with unlimited access on IndieFlix. Watch on your computer or device, or on your Apple TV or Roku.

    Qello gives you access to the largest library of full-length concerts, music documentaries, and live streaming events, available to watch on supported devices including Roku, AppleTV, and more. Qello works on phones, tablets, media players, game consoles, and smart TVs. See all compatible devices.

    To access IndieFlix or Qello

    Once you've installed the Libby app or opened Libby in your browser:

    • Scroll on the homepage of Libby to Extras and click on the image
    • If you aren't already logged in, log in by choosing Pima County Public Library and entering your library card number and PIN
    • Click on the Open! button
    • On your tablet or phone, your browser will open the IndieFlix or Qello webpage
    • Click on Get a 7-day pass and read the information
    • Click on Continue
    • Activate your 7-day pass by entering your email - this will be the email address you use every time you access IndieFlix or Qello
    • Set up a password - please choose one you can remember, so you can use it next time you use IndieFlix or Qello

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  • OverDrive / Libby doesn't have parental controls, but you can limit your browsing and searching to content intended for specific audiences.

    In the OverDrive website in your browser:

    To set your content preferences, open OverDrive in a browser, not the Libby app.

    1. Go to the Library's OverDrive page at
    2. Log in with your library card number and PIN
    3. Go to My Account, then Settings
    4. Scroll down to Content Preferences and select the types of content you want to see when browsing or searching the collection.

    In the Libby app:

    To set an audience preference for searching/browsing:

    1. Open the Libby app
    2. Tap Preferences at the top of any search or browse screen (not in your Shelf).
    3. Choose one or more Audience filters.
    4. Tap Apply Preferences.

    You can also visit your library's kids section in Libby:

    1. Open the Libby app
    2. Tap Explore on your library's home screen in Libby
    3. Then select Guide: Kids

    This takes you to the Library's OverDrive Kids collection. There is also a collection for teens.

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  • Media Do eBooks are available in OverDrive's Libby app. Media Do is simply a different format for eBooks.

    You can browse and borrow them alongside the rest of your digital collection directly in the Libby app. Once borrowed, these titles appear on your Shelf in Libby. When you go to read them, they will open in a browser window using Media Do's browser-based eBook reader. 

    A few additional details:

    • You can filter lists and search results down to just Media Do titles by setting a Preference or using the Refine option in Libby.
    • Media Do’s browser-based eBook reader is specifically designed to display content with special formatting, like graphic novels and books that read right-to-left.
    • Media Do eBooks require an internet connection and can’t be downloaded for offline use.

    Check out this help article for more information about Media Do eBooks in Libby

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