Managing Your Holds
Several options are available in My Account to help you manage your holds effectively. In your On Hold list, you can keep track of where and when titles you have requested will be available for pickup. You can also cancel and pause your hold requests.
Managing individual holds
In your On Hold list, select one of the options to the right of the item.
Managing multiple holds
To change the settings for several or all of your holds, select the holds you want to change using the checkboxes and then click the Manage items link, at the bottom of the screen.
Manage items
The Manage items menu gives you access to the options for managing your holds.
Cancel a hold
- Canceling holds deletes your request for items and removes you from your position in the waiting list.
- Canceling a hold cannot be undone. However, canceled and expired holds will appear under Previously On Hold, at the bottom of the On Hold list.
- You can cancel a hold at any time - when you're on the waiting list, when the hold is in transit, or when the hold is available for pickup.
- When your hold is ready for pickup, you have 7 days to pick it up or cancel it. If you're not able to pick up your hold, you must cancel it before 9:00 p.m. on the expiry date to avoid the Holds Not Picked Up fine (adult cardholders 18+).
Pause a hold (specific date)
- Pausing holds is a way to tell the library you don't want them delivered yet, even if copies are available. This is a convenient feature when you know you're going to be out of town for a specific period (e.g., when you're going on vacation).
- Holds can only be paused when they are in your "On hold" list. Once a hold is in transit or ready for pickup, you no longer have the option to pause it.
- You will keep moving up on the waiting list during the time your hold is paused.
- You will be prompted to select a start date and an end date to pause a hold. The hold's status will automatically change at 12:00:01 a.m. on the dates you specify.
- At the end of the suspension period, your hold will automatically resume.
- If you decide you want to receive the item sooner, select Resume hold to reactivate the hold in your account.
Change a hold's pickup location
- When you enable single-click holds, your account will keep your default pickup location the same unless you choose to change it.
- If you change your mind about where you want to pick up your hold, you can change the pickup location in your account preferences.
- You can only change the pickup location for holds in your "On hold" list. Once a hold is in transit or ready for pickup, you need to contact the branch to have it sent to another location.
- You can pick up holds at any of the library's 100 branches or on the Bookmobile.
- Contact your local branch or call Answerline, to make bulk changes to your hold pickup location.
Change a hold's expiry date
- The expiry date is the date when a hold will automatically be canceled and deleted from your account. The default expiry date is two years from the date when you originally placed the hold.
- If you have a deadline and know you know you won't need an item after a specific date, you can change the expiry date.
In Transit Holds
What "in transit" means
Holds that are in transit will show in a separate section in your account. When a hold is "in transit," this means that a copy of the item has been assigned to fill your hold. The item is now (or soon will be) on its way to your pickup location.
How long items will take to get to you
New items just purchased by the library and not yet in circulation
Average time "in transit": up to 10-14 days
Explanation: The "in transit" message displays on your account page as soon as the item barcode is added to the system in our Processing Department. Once the item is barcoded, it still requires full processing with labelling, dust jacket covers, etc. The volume of new material is quite high, and it may take up to 10-14 days for the item to be delivered to your pickup location.
Items that are already in circulation
Average time "in transit": 4-5 days
Explanation: The "in transit" message displays on your account page as soon as library staff scan the item - either after retrieving it from the shelf, or when another customer returns it. The entire shipping process - from the moment the item is scanned to receipt at your pickup location - on average takes 4-5 days. At some libraries with a high volume of incoming deliveries, the average time may be higher.
Once the item is received at your designated pickup library, it is checked in as soon as possible. Your account page is immediately updated, and the item will display as "Ready”.
If your hold is taking a long time
The library's delivery system handles over 200,000 transit items on any given day. As with any high-volume operation that involves manual handling of the items, there are errors that can add delays to our delivery time.
Items that have been in transit for more than two weeks have their status changed to "missing." If this happens to an item you are waiting for, you will then be assigned the next available copy.
If you are concerned about a hold that has been in transit for a long time, talk to staff at your local branch or contact Answerline.
Don't miss your holds
- When one of your holds is ready for pickup, the library will notify you by email or telephone.
A $1.00 fine will be charged for adult cardholders (18+) for every hold that is not picked up or cancelled before the expiry date.
Notification options to ensure you don't miss your holds
Find out more about hold and overdue notification options.
Seeing your missed holds
- Expired and cancelled holds will appear under Previously On Hold, at the bottom of your On Hold list.
- For applicable adult customers (18+), holds that you did not pick up on time, appear in My Account’s Fees page, until they are paid.
Need more help?
Contact your local branch or call Answerline at 416-397-5981