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

The City of Saint Paul continues to recover from a digital security incident. Public internet and printing are available, online catalog and patron accounts are up-to-date, and other services will soon be functional. 

Can I call my library yet?   

• Yes. Phone service has been restored, and you can once again reach your library by phone during open hours.   

Has public printing been restored yet?   

• Yes, public printing has been restored. 

Has public internet been restored yet?   

• Yes, the public internet on library desktop computers and Wi-Fi has been restored.  

Is the online catalog up to date?   

• Yes, the online catalog is fully up to date and shows the most current information available. However, because of the system outage some account errors did occur. If you notice items on your account that don’t look right, or if a returned item is still showing, please contact the library location where you returned the item. Our staff will work with you to fix any errors.   

Why do I see items on my account that I didn’t check out?   

• During the system-outage, library staff were using an offline process to check out materials to patrons. A small number of items were mistakenly checked out to the wrong accounts. If you see an item on your account that you did not borrow, please contact us. We will correct the error.   

When will my materials get checked in?   

• All materials returned while we were offline have been checked in. If you notice errors, please contact the library where you returned the item. We’ll remove it and update your account.   

What should I do if I notice a problem with my account?   

• Please reach out to your library location or call 651-266-7000. We’ll make sure your account is accurate.   

Will I be charged for items I already returned, but that still show on my account?   

• Saint Paul Public Library does not charge daily late fees. Bills are only issued when an item is more than 35 days overdue.   

• If you have already returned an item but later receive a bill for it, please disregard the notice. The bill will be cleared once the item is checked in and our system is updated.   

Can I place a hold?   

• Yes, you can still place holds in the library catalog. However, 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.   

When will my holds get there?   

• There is a delay in processing hold requests 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 an email notification when the hold is ready to be picked up.   

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.   

Can I get a physical library card right now?   

• Yes, you are able to get a library card for Saint Paul Public Library at any of our locations.    

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.   

• The Libby App remains available to patrons.   

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 showing in your account are accurate. Reach out to your local library if you have any questions.   

What is the timeline for when everything is back up?   

• The City of Saint Paul does not have an estimated timeline for full 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.   

Will Libby be affected?    

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

Last updated September 18, 2025.