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OCLC Support

Why can our patron not see their checkouts or holds in the Capira app?

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Symptoms

  • Patron gets one of the following error messages when they try to view their checkouts or holds:
    • "Account information: No Checkouts found for this account."
    • "Error: Invalid credentials."

Applies to

  • Capira

Answer

If a specific patron cannot see their checkouts or holds in the Capira app, it is likely caused by their PIN/password having been changed in the ILS but not syncing to the app. This can be fixed by having the patron remove their account from the app and then re-add it with the updated information.

Scenario examples:

If you attempt to view your checkouts, you may run into the error message "Account information: No Checkouts found for this account." If you attempt to place a hold, you may run into the error "Error: Invalid credentials."

For both of these errors, you should dismiss the error, log out of your account in the app, and log back in so that any recent password changes are synced.

Additional information

If re-adding a patrons account does not solve this, please contact OCLC Support with the patron's barcode and PIN and device information (Android or iOS, model, OS, app version)

Page ID
39039