My loan won't open

If your book or audiobook loan won't open in Libby:

  1. Close the Libby app completely, then reopen it. Then, try opening the loan again. If it doesn't open, move on to step 2.
  2. (If applicable) Delete the downloaded file for the loan, then download it again.
    1. Tap Shelf Shelf, in the navigation footer.
    2. Tap loans at the top of the screen.
      Shelf screen with loans highlighted
    3. Tap Title status: Borrowed, 100% downloaded button, then Remove Download.
    4. Wait for two minutes, then completely close the app:
      • On Android devices: Open your recently used apps list, find the Libby app, and swipe to close it.
      • On iOS devices: Close the Libby app by swiping up from the app switcher on your iPhone or iPad.
    5. Reopen the app.
    6. Go to your Shelf Shelf, in the navigation footer, then tap Title status: Borrowed, tap to download button next to the title. This will download a fresh copy.

    When the loan is finished downloading (you'll see a Title status: Borrowed, 100% downloaded button again), try opening it again. If it doesn't open, move on to step 3.

  3. Switch the problematic loan from "streaming" to "downloaded" (or vice versa).
    1. Tap Shelf Shelf in the footer.
    2. Tap loans at the top of the screen.
    3. Tap Title status: Borrowed, tap to download button or Title status: Borrowed, 100% downloaded button for the problematic title. Then, if removing the download, follow the prompts to finish.

    Then, try opening it again. If it doesn't open, move on to step 4.

  4. Re-verify the library card you used to borrow the loan.
    1. Tap Menu Libby Menu, in the navigation footer, then Manage Cards.
      The Manage Cards link circled below your saved libraries in the Libby menu
    2. If needed, switch libraries.
      Library selector highlighted on the library cards screen.
    3. Tap Actions (on your card).
    4. Tap Verify Card, then sign in with your library card again.

    Then, try opening the loan again.