Frequently Asked Questions
General Library Questions
- Are you having problems logging into databases?
- When logging in, only use your UTEP username and password. For example, paydirtpete@miners.utep.edu email would only use the username paydirtpete .
- Email us a screenshot of your error at and we can help you troubleshoot the error.
- If you are seeing this error message on the screen, “Sorry, the information you submitted was invalid. Please try again,” you most likely need to submit a patron application via the Need a Library account? link on the login screen.
- Please submit the Library Patron Application form and download the VPN. Use the Chrome browser. Email ctgarcia@utep.edu to follow-up on your application. Please allow 24-48 hours for processing.
- I need to place a course reserve. How do I do that?
Please submit your request via this link. Should you have any questions, feel free to contact our Course Reserves Coordinator, Claudia Rodriguez at claudiai@utep.edu .
- I need to visit Media and Microforms. Who do I talk to about scheduling an appointment?
Appointments are only available to current UTEP students, faculty and staff until further notice.All appointments must be made by emailing the Media and Microforms Coordinator, Juana Rivas at jurivas@utep.edu.
- I need to visit Special Collections. Who do I talk to about scheduling an appointment?
Appointments are only available to current UTEP students, faculty, and staff until further notice. All appointments must be made by emailing the Head of Special Collections, Claudia Rivers at crivers@utep.edu, and the Assistant Head of Special Collections, Abbie Weiser at ahweiser@utep.edu.
- Can I pay my Library fee/bill online?
- I’ve lost a book I borrowed from the Library. What do I do?
You can email our Billing Specialist, Iliana Ruiz at oiruiz2@utep.edu who can review your account and see what we can do for you. Please email the following information:
- Your full name
- Your UNIV ID number
- Title of the book(s)
- I can’t remember which book(s) I have checked out, how do I check?
You can log in to your Library account and see which book(s) you have checked out and see any holds you’ve placed.
- I have a question about a Library charge to my account. Who can I talk to?
You can email our Billing Specialist, Iliana Ruiz at oiruiz2@utep.edu who can review your account. Please email the following information:
- Your full name
- Your UNIV ID number
- Title of the book(s)
Book Retrieval Requests
- How do I request a book?
All book requests must be submitted through our online form to process. Should you have any problems, don't hesitate to contact us via email at ask@utep.libanswers.com.
- What does Library Use Only mean? Can I check out this book?
Only those with the status as Available in the Library catalog can be checked out. See what the other statuses mean in the table below.
| Status | Definition |
|---|---|
| Available | Available for checkout |
| Due with Date | Currently checked out/Overdue -- place a hold* |
| Library Use Only | Cannot be checked out |
| Billed | No longer available |
| Missing | Missing from the shelf |
| Lost | No longer available |
| Lost and Paid | No longer available |
| *Electronic Book | Online book |
| *Streaming Audio | Online audio clip |
| *Streaming Video | Online video |
| *JLF-Resource in Common | Request through Interlibrary Loan |
- When can I pick up my book(s)?
Requests can be picked up during the Library's hours of operation at the Access Services desk.
- The book I need is not available from the UTEP Library. What are my options?
Due to copyright, up to three chapters maybe request from Interlibrary Loan. Submit your request through ILLiad.
- Which locations are available for checkout?
At this time only items in the Library's Main Stacks are available for checkout.
- How long will it take for my book(s) to be ready?
Please allow 1-2 business days for the Library to process your request. Should the Library receive an overwhelming amount of requests, your request may take longer.
- What if the physical book I request is available as an e-book, but I still want the physical book?
If we find an e-book version of your title, we will send you the link to the book and cancel your request. If you still want the physical book, please be sure to note this in your request.
- How long will my book be held?
Books will be pulled and held for 5 days at the Access Services desk. Should you need more time or need to provide us the name of an alternative pick-up person, please email us at ask@utep.libanswers.com.
- What is the process for requesting book(s) from the UTEP Library?
All book requests must be submitted through our online form to process. You will receive a receipt of your request via your UTEP email you entered. All book(s) are checked for and pulled off the shelves by Library staff. Once all book(s) are found and pulled, they are checked out to you under your UNIV ID number provided. When they are ready, we will email you when your request is ready for pick-up.
You can pick-up your request from the Access Services Desk during the Library's hours of operation once you receive your confirmation email.
In order to pick-up your request, you must:
- Show your UTEP ID
- Wear a face covering at all times.
- Practice physical distancing of at least 6 feet.
