Frequently Asked Questions: Library Services During the City of Saint Paul’s Digital Security Incident

The City of Saint Paul is responding to a digital security incident. Public internet and printing are unavailable. The online catalog and patron accounts are not up-to-date, and other services are delayed.

If the library doesn’t have internet, why are some things like my account or hold notices getting updated?

Library staff have limited access to a small number of secured hotspots that are providing internet connection to our library catalog management software. We are using these hotspots to slowly check in returned items and update accounts. Other staff internet, public internet and printing are not available.

Why does the catalog show something is available when it isn’t?

The online catalog is fully functional, but recording check-ins and check-outs in our catalog management software is delayed. That means the catalog may not always reflect real-time availability of items.

Why haven’t my holds moved yet?

Holds are moving much more slowly than usual because staff have limited tools to check materials in and out and send holds to their destination. Please expect significant delays.

I returned my materials, but my account is out of date. When can I expect to see updates to my account?

Staff have begun working through logging returned items in our catalog management software using secured hotspots. As they do, you may see your account update with new activity.

Can I get a physical library card right now?

At this time, we are unable to issue any physical library cards. However, Saint Paul residents who do not already have a physical library card can sign up for an e-card, opens a new window to get immediate access to our online resources and digital collection and to check out up to 10 items at the library.

Why can’t I reach my library?

The City of Saint Paul is responding to a digital security incident. As a result, there is no internet at Saint Paul Public Library locations and thus phones, which rely on internet, are not working at some library locations.
The Library is directing patrons to call 651-266-7000 with questions. The phone line is being answered during George Latimer Central Library’s open hours, opens a new window.

Can I still check out materials?

You may visit any library location in Saint Paul during its typical open hours to check out available material. You will need your library card to check out materials.
The Libby App, opens a new window remains available to patrons.

Can I place a hold?

Yes, you can still place holds in the library catalog. However, there are delays in processing holds at this time, so it may take longer than usual for your held items to be sent to your chosen library location. You will receive your typical notification when the hold is ready to be picked up.
Please note: Hold lockers are not available at this time. If you selected a hold locker for pick-up and received a notification that your item is ready, please visit the library to pick it up inside instead.

Why am I getting late notices for items I’ve returned?

If you received a return reminder or overdue notice but have already returned the items, you can disregard the notice. Saint Paul Public Library is currently without internet access. You can still borrow and return materials, but please note your account will not reflect your returned items until the library's web-based systems have been restored.

When will my holds get there?

Library staff will be able to process holds when the library is back online. The City does not have an estimated timeline for partial or full internet restoration.

When will my materials get checked in?

Library staff are accepting returns at all locations; however the catalog and your account will not reflect the return activity until the library is back online.

What is the timeline for when everything is back up?

The City of Saint Paul does not have an estimated timeline for partial or full internet restoration.

When will I get access to the internet again? 

The City of Saint Paul does not have an estimated timeline for partial or full internet restoration.

Will I be charged fees for Lucky Day materials I have checked out? 

Saint Paul Public Library does not charge daily late fees.
If you received a bill for a long overdue item that you returned, this will be cleared when we are back online.

Can I change my information in my account?

Yes, you can still update information in your account, opens a new window. Some information can only be updated by staff, so those updates will be delayed.

When do I need to return items?

Most materials automatically renew up to three times. If something you have checked out cannot be renewed, please return it as usual.

What is the due date for my items?

Due dates for materials currently checked out cannot be updated at this time so you may receive a reminder to return materials. Please return items if they cannot be renewed.
Items checked out while we are offline received a default due date that was reflected on the checkout receipt. Records will be updated when the Library comes back online.

What can I do at the library?

Libraries in Saint Paul remain open with some services impacted during the City of Saint Paul’s ongoing response to the digital security incident. As of today, libraries remain offline. While libraries are offline and open, patrons can still check out and return materials as well as attend programs, reserve and use meeting and study spaces, and more.

Will Libby be affected? 

Online resources, including Libby, are not affected by this incident.

Last updated 08/25/2025