Here are some issues patrons may encounter when using their Hoopla account, along with how to solve them. 

Streaming Set-Top Box (STB) Issues 

I have more than one streaming set-top box. Can I use Hoopla on all of them? 

Yes, you can. If you want to watch content on more than one STB at the same time, each STB must be logged into a different Hoopla account. If a single Hoopla account is linked to more than one STB, users will need to trade off viewings.  

I want to link to my set-top box from my browser. How do I link them? 

To link to a set top box, go to hoopladigital.com/link from your browser. 

I want to link to my set-top box from my Hoopla app. How do I link them? 

“While the link code is displaying on your set-top device, open the Hoopla app on your mobile device. Tap the “Settings” option in the bottom right corner, then tap the “Link a Streaming Device” option in the settings menu. Simply enter the link code you see on your TV into the field that appears, and your account will now be linked to your set-top device.” 

Device Issues/Casting Issues 

I’m receiving a multiple device warning. What does this mean? 

A multiple device warning lets you know that Hoopla is open on another one of your devices. While you can use Hoopla with any number of supported devices, you can only use your account on one device at a time. Close Hoopla on all your other devices and then access your borrowed content again. 

I have a Lightning Digital AV Adapter from Apple. Can I cast Hoopla content to it? 

Yes, Hoopla can cast to the official Lightning Digital AV Adapter from Apple. At this time, Hoopla does not support generic versions of this adapter. Use the Lightning Digital AV Adapter with your iPhone, iPad, or iPod with Lightning connector. The Lightning Digital AV Adapter supports mirroring of what is displayed on your device screen. 

I have Chromecast. Can I cast Hoopla content to it? 

Yes, you can. Hoopla currently supports casting from iOS 15 and up and Android devices 7.1 and up to the 1st and 2nd generation Chromecasts. Hoopla also supports casting from a Chrome browser and Chromecast Ultra. (Hoopla does not yet support Chromecast Audio.) Click here for instructions on setting up your Chromecast. If you already have a Chromecast set up, click here for instructions on how to cast from an app. 

Browser Issues 

My video or audio content will not play. What can I do? 

Your browser may need to be updated. We recommend checking for browser updates. You can also try clearing the cache/cookies. 

My Chrome browser will not play audio or video. Why? 

Your Chrome browser may need to be updated. Use this link for instructions on keeping your Chrome browser up to date. Hoopla’s video and audio playback requires no plugins for Chrome. 

Title Availability Issues 

I’m receiving a message that the content I want is not offered by my library. What should I do? 

Contact your local library. This title is currently restricted or blocked by your library. In the meantime, please continue to browse and borrow other titles. 

I am receiving a message that the title I want is currently unavailable. What does this mean?  

This means there is an issue with this title. Either we are working on resolving it or we no longer offer the title on Hoopla. We apologize for any inconvenience. In the meantime, please continue to browse and borrow other titles. 

I’m receiving a message that Hoopla’s lending policy does not allow me to borrow a specific title. What does this mean? 

This means that your library has a content restriction on that title. For more information, please contact your local library. In the meantime, please continue to browse and borrow other titles. 

Library Account Issues 

I’m receiving a message that I have a fine on my account and to call my library. What does this mean?  

This means you have a fine on your library card. Call your local library or stop by to get this resolved. 

I’m getting a message that Hoopla can’t authenticate with my library server. What should I do?  

Contact your local library. The message means there is an issue with your library’s system and Hoopla cannot verify any information right now. We apologize for any inconvenience.  

I’m getting a message that something is wrong with my library card or PIN. What can I do?  

Your library card number or PIN may be entered incorrectly on Hoopla. Please verify both numbers at hoopladigital.com/my/settings. If you still have issues, contact your local library for support. 

(note: If the settings do not show a PIN field, your library does not require a PIN for you to use Hoopla. You only need to verify your library card.) 

Title Restriction Issues 

There’s a title I want to borrow, but Hoopla doesn’t offer it. What can I do?  

Please contact a librarian to express your interest in this title. The reason it’s unavailable could be due to your local library’s restrictions, or publisher relations.

There’s a title I want to borrow, but Hoopla does not offer titles with this rating. What can I do?  

Please contact a librarian to express your interest in this title. This restriction is usually put in place by your local library. 

https://www.hoopladigital.com/faq