How to Renew or Enquire about Borrowed Library Materials by Telephone

Readers may renew library items or enquire about their borrowing records 24 hours daily through telephone 2827 2833 / 2698 0002.

How to renew borrowed items and check borrower account via telephone

1. Call 2827 2833 / 2698 0002 with a touch tone telephone
2. Select language:
   (1) for Cantonese
   (2) for Putonghua
   (3) for English
3. Enter your library card number and press # key f
4. Enter your “Personal Identification Number” (PIN) or the last four digits of your registered telephone number and press the # key.
5. After login, the system would read out the number of loan items or/and overdue items.
6. Select service:
   (0) renew all library item(s) (please see point 7.(i))
   (1) renew individual library item (please see point 7.(ii))
   (2) check all library item(s) on loan
   (3) check outstanding charges
7. The system would read out the following information during the renewal process:
   1. Renew all library items
      • If all items can be renewed, the system would read out a Transaction Reference Number and a new due date; or if some of the items cannot be renewed, the system would read out the number of items that cannot be renewed, a Transaction Reference Number, as well as the barcode numbers and the new due date for the renewed items;
      • If some of the items were overdue, the system would alert about the possibility of incurring overdue fines, and readers need to press (1) key for agreement in order to proceed with the renewal process;
      • If some of the items carry a different new due date, the system would read out a Transaction Reference Number and the new due date for each renewed item;
      • When the above procedures are completed, you may select
        (1) listen to the reason for unsuccessful renewal
        (2) listen to the Transaction Reference Number again
        (8) handle another library card
        (9) return to the main menu
        (*) exit
   2. Renew individual library item
      • If the selected item can be renewed, the system would read out a Transaction Reference Number and a new due date; or if the selected item cannot be renewed, the system would read out the reason for unsuccessful renewal and a Transaction Reference Number;
      • If the selected item was overdue, the system would alert about the possibility of incurring overdue fine, and readers need to press (1) key for agreement in order to proceed with the renewal process;
      • When the above procedures are completed, readers may select
        (1) renew another library item
        (2) listen to the Transaction Reference Number again
        (8) handle another library card
        (9) return to the main menu
        (*) exit
8. Whether the renewal is successful or not, readers are advised to record the Transaction Reference Number for future enquiry.

Notes for the Telephone Renewal Service

1. The telephone renewal service is available 24 hours a day.
2. The system will read out a Transaction Reference Number and a new due date for the library item(s) renewed.
3. If readers choose the Renew All Library Items option but some of these items cannot be renewed, the system will read out the number of items that are unable to renew and a Transaction Reference Number. If readers choose the Renew Individual Library Item option but the selected item cannot be renewed, the system will read out the reason for unsuccessful renewal and a Transaction Reference Number.
4. Library items borrowed as a set (e.g. a book with a CD-ROM or a map, etc.) will be renewed together automatically. If any item cannot be renewed due to the reasons specified in paragraph 5 below, the whole set will not be renewed.
5. Library items CANNOT be renewed by telephone under the following circumstances:
   • They have been reserved by another reader, but no other copies are available for loan; or
   • They have been renewed consecutively for 5 times; or
   • If the main item of a set of library materials has been returned, the accompanying material(s) cannot be renewed separately; or
   • The outstanding charge of any item or the total outstanding charges in the account has/have reached the ceiling amount/exceeded the overdue time limit; or
   • There is an outstanding item in the account which has exceeded the overdue time limit; or
   • The account has been suspended due to any other reasons (e.g. the library card has been reported lost).  Please contact library staff for details.
6. Readers are advised to renew their loan items at least one working day before the due date, so that they can return the items to a nearby public library in time in case the renewal is unsuccessful.
7. A new loan period of 14 days is calculated from the day the item is renewed. The new due date will not be extended even if an early renewal is made. For example, if an item due for return on the 8th day of the month is renewed on the 6th day, the new due date will be the 20th day instead of the 22nd day.
8. All loan items which cannot be renewed should be returned to the Hong Kong Public Libraries by the due date. An overdue charge will be made for items returned late.
9. To login to the Telephone Renewal System, readers should use the Personal Identification Number (PIN) or the last four digits of their registered telephone number. The Internet “Password” is used only for accessing online services such as online renewal and reservation of library materials.
10. For enquiries, please call 2928 4547 during office hours.