Frequently Asked Questions
HPL is recovering from the City of Hamilton’s cybersecurity-related incident, which began Sunday February 25, 2024 and continues today. Below are answers to Frequently Asked Questions.
I have questions. Who can answer them?
Email askus@hpl.ca, call 289-779-7588 or chat at hpl.ca.
Jump to:
Borrowing
Can I place holds?
Yes. Members can access the HPL Catalogue and HPL app. Log into your Library account, browse, borrow and place new (or adjust) Holds on your devices.
When can I pick up my holds?
You will be notified when your Holds are ready for pickup.
How long can I borrow physical library materials, eBooks and eAudiobooks?
You have 21 days to enjoy your physical items.
Are there fines for overdue materials?
HPL permanently eliminated fines on all materials as of March 1, 2022.
Does my library card work online?
Some eResources are available without a library card. Visit HPL online and call 289-779-7588, email askus@hpl.ca, or chat with Staff.
Services
Are branches open?
Yes, branches are open hpl.ca/hours. This includes Extended Access and Study Halls.
Which branches are open on Sundays?
Central Library is open Sunday from Noon-5pm and the Dundas, Red Hill, Terryberry, Turner Park, Valley Park and Waterdown branches are open 1-5pm. Please check hpl.ca/hours for up-to-date schedules.
Is Study Hall open?
Yes. More details on www.hpl.ca/study-halls.
Can I visit the Bookmobile?
Yes. And there are more sites throughout the region. Specific days and times for each location are listed at hpl.ca/bookmobile.
Can I use a computer?
Public computers are available at all branches.
Can I get help with my tech devices?
Yes. We have drop-in tech programs or you can book an appointment for a one-on-one session. Please bring in your device.
Can I use the Wi-Fi?
Public Wi-Fi is available at all branches.
Is Local History and Archives open?
Central Library's LHA 3rd Floor in-person reading room and Staff are available. In-room reference material, microfilm and other in-person services are available. Online image searching is not available.
Are Makerspaces open?
Select Makerspace equipment is available. For a list of available equipment, visit HPL.ca/makerspace. Visit HPL online and call 289-779-7588, email askus@hpl.ca, or chat with library Staff with any questions.
Are in-person programs offered?
Yes. Visit hpl.ca/events for a full listing or pick up a What’s Happening Guide at any branch.
Are room rentals available?
Not yet. This service is expected to return in early 2025. Please check hpl.ca for updates.
Is food and drink permitted?
Visitors can consume covered drinks and snacks while at a branch. However, to keep our spaces tidy, hot meals (burgers, fries, pizza, etc.) are not permitted.
Can I suggest a Book Club Kit title for HPL’s collection?
We are not able to accept suggestions at this time. However, Book Clubs are still circulating.
Can I suggest a purchase?
HPL welcomes suggestions for purchase. Submit a suggestion using our online form.
Is the Home Library Service running?
Yes. Read more information about the Home Library Service.
Can I use my HPL card at other library systems?
Please check with our neighbouring library systems (Burlington, Kingston, London, Mississauga and Ottawa). Other systems may have different services and policies.
Can I make a request for an interlibrary loan?
Yes. If you can’t find what you’re looking for in HPL’s catalogue, please fill out the Interlibrary Loan Request form to access items from library systems across Ontario and Canada.
What can I do with my card?
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Use it at any Library branch in Hamilton.
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Borrow books, CDs, movies, magazines, video games and more.
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Access online resources such as newspapers, articles and special databases (consumer reports, auto repair, genealogy research).
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Download eBooks, eAudiobooks, music, movies and magazines.
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Use digital media labs and Makerspaces (limited services available during the cybersecurity outage).
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Access Hamilton's Civic Museums for free.
Can I register for a new library card?
Yes. Anyone living, working or studying in Hamilton can register for a free Library card at any HPL branch. However, new cards made during the cybersecurity outage can't access Libby, OverDrive and Kanopy. Please bring proof of your current address and identification, such as:
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A valid driver's license (permanent or temporary)
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Ontario photo card
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Two pieces of current identification (one should include your current address)
- Two pieces of current identification (one should include your current address)
Print / Copy / Scan / Laminate
Can I print remotely (Print to Go) and pick it up at a branch?
No. The network outage prevents us from offering this service for now.
Can I print, photocopy, or scan at a branch?
Printing is available at all branches. Photocopying is available at all branches except Westdale and Concession. Scanning is available at all branches except Westdale and Concession.
How do I check my account?
Please log in to a computer at any of our branches to see your balance listed in the PaperCut pop-up on the top right of the screen. You can also ask Library Staff for help.
Where is my balance?
We have restored balances as accurately as possible. If you notice a discrepancy, please speak with Staff at any branch, chat online at hpl.ca, email askus@hpl.ca, or call 289-779-7588.
My balance needs to be corrected. How can I fix this?
Please speak with Library Staff via phone 289-779-7588, chat at hpl.ca, email askus@hpl.ca, or in-branch.
What if I have questions?
Please reach out. Library Staff is available to answer questions in-branch, online at hpl.ca, via email at askus@hpl.ca, or by calling 289-779-7588.
Can I still email the Gmail account at my branch?
No. Gmail printing is no longer available.
Can I scan to USB?
Yes, please ask HPL Staff for assistance.
