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Frequently Asked Questions

New Arrangement on Change of Account Password

 

Q1: Why readers are forced to change their passwords?

A1: As there are still a lot of readers using the system default passwords without changes, there is deep concern on the security of the online accounts. In order to enhance the security, all weak passwords must be changed to strong ones, which must be at least 8 characters long and contain at least 1 uppercase letter, 1 lowercase letter and 1 digit.

Q2: Why there is no grace period or advance notice regarding the arrangement on changing password?

A2: An alert message has been prompted to advise readers to change a strong password as soon as possible when they login their accounts since June 2018. Besides, an advance notice on the new arrangement for changing strong password has also been posted as well since January 2019. Hence, sufficient time has been allowed for readers to make necessary preparation.

Q3: If readers encounter problems in changing Password, and are unable to login their accounts for renewal of library materials on time, how would the library handle the case?

A3: Each case would be handled individually based on its own circumstances. Nevertheless, readers are advised to contact library staff immediately when they encounter problems, or provide details of the problems to libraries for follow up actions through the following channels:

Q4: Why does the strong password require several categories of characters in combination?

A4: In order to ensure that the strong password has enough security strength, it must be at least 8 characters long and contain at least 1 uppercase letter, 1 lowercase letter and 1 digit. Example of strong password: Abwin100 (Please do not use it as your password)

Q5: What will be the consequence of not changing the password to a strong one?

A5: With effect from 4 March 2019, passwords for login to library online accounts must be strong passwords. Otherwise, the system would request for immediate change to a strong password upon login, and this must be completed before access to the account is allowed.

Q6: What should readers do if they are unable to login due to forgotten password?

A6: Readers can click the link of [Forgot your password?] on the login page, and follow the instruction to input the registered email address for receiving the temporary password after resetting. When using the temporary password to login, the system would request for immediate change to a strong password and this must be completed before access to the account is allowed. If there is no registered email in the account or it is forgotten, readers should go to nearby libraries for resetting the password in person.

Q7: Can readers request the library staff to change their passwords on the system at library counters?

A7: Library staff at counters can only help to reset the password on the system, upon requests by readers who have forgotten the password. The password would be reset to the system default password (i.e. the last 4 digits of registered phone number). The reader has to login his/her own online account using the default password, and change it to a strong password immediately upon request by the system, before access to the account is allowed.

Q8: What should readers do when they encounter problems in changing their passwords?

A8: Readers may contact library staff for help directly, or provide details of the problems to libraries for follow up actions through the following channels:

Q9: Does the arrangement of changing passwords apply to the My Library mobile app?

A9: Applicable. No matter whether the library accounts are saved on the mobile app or not, all weak passwords must be changed to strong passwords, before access or using of the mobile app is allowed. If accounts are previously saved on a number of mobile devices, the password changing procedures have to be completed on each device.

Q10: Does the arrangement of changing passwords apply to the Telephone Renewal Service, Self-charging Terminals or Self-service Library Stations?

A10: Not applicable. When using telephone renewal service, self-charging terminals or self-service library stations, readers use the Personal Identification Number (PIN) for authentication. Hence, the password change arrangement is not applicable to the above-mentioned self-services, and readers can still use their existing PIN for the services. For details on Password and PIN, please refer to the following web page: http://www.yhrtug.live/password.

Q11: After changing the password before 4 March 2019, would it be necessary to change password again in future?

A11: Since the new measure on controlling of strong password has not yet been effective before 4 March, readers changing the password before that day should ensure that the new password is a strong password (i.e. it must be at least 8 characters long and contain at least 1 uppercase letter, 1 lowercase letter and 1 digit); otherwise, when using the new password for login after 4 March, which fails to pass the new measure of strong password checking, the system would request for immediate change to a strong password again, and this must be completed before access to the account is allowed. Nevertheless, for security sake, readers are advised to change their passwords on regular basis even they have already changed to a strong password.

Q12: Why HKID number or date of birth has to be provided on the page of changing password to a strong password?

A12: The provision of HKID number or date of birth is used for verification of identify of account holder, in order to enhance the security of online account protection.

 

* Customer Hotline and email are handled by the “1823” of the Government. Agents of the “1823” will handle your enquiries or complaints as soon as possible or forward the case to concerned library staff to follow up.

# When calling our Customer Hotline or “1823”, you can choose to use Cantonese, Putonghua or English to make your enquiries or complaints. If the line is busy, you may leave your message with the phone recorder and agents of “1823” will call back as soon as possible.

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