Somebody can hold books in the Library without ever having made a sign-in - a web store buyer who has not signed up yet, or a reader brought over from the old system. They cannot open their books until they sign up with the same email address. Every morning the platform finds them, emails them a sign-up link, and tells you who they are.
Read the morning email headed [Library].
It comes at 10:00 Eastern when someone new is locked out, when reminders went out or stopped, and once a week with everyone. Each person reads as their address, how many books they hold, and where their reminders stand - for example "reminded 3 of 6, last Sep 24, 2026".
Leave the reminders to run.
A new case is emailed 1, 3, 7, 14, 30 and 60 days after it is first noticed - never inside the first day, because a store buyer usually signs up within a couple of hours. A reader from the old system, already written to by hand, gets two more: one now and one a month later.
To see one person, open Library, then Library Users, and open their row.
Under Account details, Sign-up reminders - shown once any have been sent - says how many have gone, when the last one went, and why they stopped if they have.
Answer their replies.
A reply to a reminder comes to the "Locked-out patron alert email" in Site, then Settings, on the Info tab. The fix is always the same: sign up with the SAME email address, and the books are there.
Reminders stop by themselves when the person signs up, asks to stop from the link in the email, the address bounces or reports us as spam, their access is revoked, they have no books left, or the last reminder has gone. Those who ran out of reminders appear only in the weekly email, under No longer reminded.
Reminders are only ever sent from the live site. The test copy of the platform works out what it would send and sends nothing, because its records hold real people's addresses.