Troubleshooting: Missing Holds

Do you have a patron who received notification that a hold is in for them, but when they log in to their account, the hold isn't there to pick up?

OverDrive says the two most common reasons for this are:

1. The patron is looking under the wrong library card number, either because they've gotten a new card since they placed a hold, or because they have more than one card, or because they are looking under someone else's number (perhaps a spouse, or on a shared computer, the account of whomever used Listen Up! last and didn't log out properly)
2. The hold was placed, perhaps inadvertently, into the basket to be checked out, but was not checked out within the 30 minute time frame (you don't need to have downloaded the title, just completed the checkout process).