Frequently Asked Questions

We are working on compiling a list of frequently asked questions. Our list is pretty short so far, as you can see below.

Of course, to be "frequently asked" means that someone has to ask at least once, right? So, what's your question? Please contact Surpass Support at help@SurpassSupport.com and we'll get you some answers. Maybe your question will even make the list!

General

Q. How do I change my password?

A. Click your name on the top-right side of the page and select Change Password from the menu.

Dashboard

Q. What does "Total Holdings" mean?

A. "Holdings" refers to items owned by the library. Two copies of the same book are two holdings of that resource (the book). The total holdings shown on the Dashboard is the count of items owned by the library, not including those that have been withdrawn.

Resources

Q. How do I change the automatic barcode number assigned to new items?

A. Surpass Cloud assigns barcode numbers sequentally beginning with the number shown on as the Next Auto-Assigned Barcode Number on the Settings : Resources : General page. Change that setting to set the next barcode number to assign. Note that Surpass will skip over any previously used numbers when it assigns barcodes.

Patrons

Q. How do I see a patron's password?

A. You can't. Passwords are stored in a secure encrypted format and cannot be viewed as plain text. You can, however, change a patron's password from the Patrons : View page. See Change Patron Passwords for instructions on how to change a patron's password.

Q. What does "Unknown User" mean?

A. You might see "Unknown User" on a resource's Circulation History and other places if your Surpass Cloud database was migrated from Surpass Central. It means that the patron record was deleted before migration to Surpass Cloud. In Surpass Cloud, patron records with circulation and other history are never deleted but are instead changed to an inactive status and hidden.

Circulation

Q. My library is closed for the COVID-19 pandemic. How do I keep fines from being charged for those days?

A. Add those closed dates to your library calendar and turn off automatic notices. Please see Handling Snow Days and Other Unexpected Closures.

OPAC

Q. Can I put a search form on my library's website?

A. Sure can! Check out how to Embed an OPAC Search Form on Your Library's Website.