Answered By: Chloe Lei
Last Updated: Jan 11, 2018     Views: 207

Please refer to the following table for some troubleshooting tips for common My Library Account access problems:

Problem Solution

For HKBU Staff and Students: 

Error message "Unable to validate username or password" is displayed.

The account information entered does not correspond to any authorised account on the University system. Please ensure that you are using the correct user name and password combination, which should be the same as the one that you use to access your University e-mail account.

Should you be unable to access your e-mail account, please contact the Office of Information Technology for assistance.


For Other Eligible Users: 

Error message "Invalid UserID and/or Password. Please re-enter." is displayed.

Please ensure that you have entered your barcode correctly, including the initial alphabetical character. Note also that your password is case-sensitive. 

For All Users: 

I forgot my password!

HKBU staff and students: On the login page, click the "Forgot Password?" link, and you will be taken to the Forgot Password page of the University Information System. For further assistance, please contact the Office of Information Technology.

Other eligible users: On the "Other Eligible Users" login page, please click the "Forgot your password?" link and follow the onscreen instructions to reset your password. For further assistance, please contact the Library (3411-7363,



Further information can be found in the following FAQ entry: How do I log in to My Library Account