Frequently asked questions about the OCLC Online Service Center

General information

What is the Online Service Center?

Your OCLC Online Service Center institution account lets you access the Online Service Center on behalf of your library or institution to:

  • Order selected OCLC products and services
  • Manage your institution account
  • View information related to your institution account
  • Manage your personal information

Your institution account is associated with your OCLC symbol, which identifies your library or institution as a user of OCLC services. In the Online Service Center, your OCLC symbol and your OCLC account number appear at the top of each page, below your library or institution name.

If your library or institution has multiple OCLC symbols, you need an Online Service Center institution account for each OCLC symbol for which you order services, manage the institution account, or view information.

How do I get an OCLC Online Service Center account?

There are two ways for someone to receive an Online Service Center institution account:

  • Create one for self
  • Create one for someone else

Create one for self

If someone needs an Online Service Center institution account, you can ask them to create one. They only need to know the OCLC symbol to associate with the account. The account that they create will have the Administrator access level and can perform all Online Service Center activities.

They can create:

  • An account that has a new user ID
  • Or, an account that uses the user ID and password for their existing WorldCat.org account, FirstSearch My Account (a personal FirstSearch account that lets users save searches and records), or WebJunction account.

To create an account that has a new user ID:

  1. Go to the Online Service Center at http://www.oclc.org/en/servicecenter.html.
  2. Click Create an account.
  3. Select Institution account type, type the OCLC symbol, and click Continue.
  4. On the next page, provide the information requested and click Create Account.

To create an account that uses the user ID and password for an existing WorldCat.org account, FirstSearch My Account, or WebJunction account:

  1. Go to the Online Service Center at http://www.oclc.org/en/servicecenter.html.
  2. Click Log on.
  3. Type the user ID and password of the existing account.
  4. Select the My institution button under Profile and click the Log On button.
  5. On the Create an account page, select Institution account type, type the OCLC symbol, and click Continue.
  6. On the next page, provide the information requested and click Create Account.

For each method, OCLC sends a welcome message and logon information to the person's e-mail address after it verifies the information and sets up the account.

Create one for someone else

If you have an Online Service Center institution account with the Administrator access level, you can create an institution account for someone else. It will be associated with the same OCLC symbol that your account is. (Follow steps 1–3 below to see if you have an Administrator account.)

Be prepared to provide the following information about the person:

  • First name
  • Last name
  • E-mail address
  • User ID (Enter the user ID that the person will use to log on to the Online Service Center. Only alphanumeric and underscore characters are permitted.)
  • Access level (Select Administrator or Power User access level. There is also a General User access level but its capabilities are limited.)

To create an institution account for someone in the Online Service Center:

  1. While you are logged on to the Online Service Center, click the My institution tab at the top of the page.
  2. Click Contacts.
  3. On the Manage Contacts page, find your name in the list.
    If an asterisk (*) appears next to your name, you have the Administrator access level and can create an account for someone else. Go to the next step.
    Otherwise, stop here and ask someone who has an asterisk next to their name to create the account.
  4. If the person for whom you want to create an account is already in the list of contacts, click Edit under the person's name.
    Otherwise, click Add a new contact at the top of the page.
  5. On the next page, provide the information requested.
    Note: Be sure to provide first name, last name, e-mail address, and user ID and select Administrator or Power User access level.
  6. Click Submit.

OCLC sends a welcome message and initial password to the person's e-mail address after it sets up the account.

How do I get assistance for using the Online Service Center?

Your assistance options are described at the bottom of each page in the Online Service Center.

Billing information

How does the billing information in the Online Service Center help me?

The Online Service Center contains information about your library's billing accounts that are directly billed by OCLC. The information is updated daily.

You can use the billing information to:

  • View invoices, statements, transactions and account balances, including subscription deposit accounts.
  • Print PDF copies of statements and invoices.
  • View rolling 18 months of account history.
  • Link to reports that show the product codes and quantities used, including zero-billed product codes.
  • Receive e-mail alerts when invoices and statements are available.

What do I need in order to view our billing information?

You need an Online Service Center institution account that has the Administrator or Power User access level and is associated with the OCLC symbol for which you want to view the billing information. If your institution has more than one OCLC symbol that is directly billed by OCLC, you need an Online Service Center account for each symbol in order to view its billing information.

How do I navigate our billing information?

It is easy to navigate the billing information in the Online Service Center. Just click Billing Information and follow the instructions and links on the billing information pages.

Read on if you would like more information:

Go to a billing account

  1. Log on to the Online Service Center using a User ID and password for the OCLC symbol for which you want to view billing information.
  2. Click Billing Information located in the Manage my institution account links on the left side of the page.
    The Billing Information page appears. It is the entrance to the billing information for all active billing accounts for your OCLC symbol. Use the page to view a list of your billing accounts and their balances and to select a billing account to view more information.
  3. Click a billing account number to go to the information about that account.
    The Account Summary page for the account appears. It is one of four pages containing information about the account.

Billing account pages

In the Online Service Center, each billing account has four pages:

  • The Account Summary page shows the status of the billing account. Use the page to view the account balance and an aging of the account balance. From this page you can access the account's invoices, statements, and transactions.
  • The Invoices page lists the invoices for the billing account. Use the page to view and print PDF versions of your invoices. Click an invoice number in the list to view the invoice in a separate window. All open invoices and 18 months of closed invoices are available.
  • The Statements page lists the statements for the billing account. Use this page to view and print PDF versions of your statements. Click a statement date in the list to view the statement in a separate window. 18 months of statements are available.
  • The Transactions page lists the payments or subscription deposit account transactions for a billing account. Use this page to confirm payments. Open transactions and 18 months of closed transactions are available.

Navigate billing account pages

The top of each billing account page reminds you where you are:

  • The page name (Account Summary, Invoices, etc.) appears at the top of the page.
  • Above the page name, breadcrumbs show your path in the Online Service Center.
  • Below the page name, the account name shows the name of your library or institution and your OCLC symbol. The billing account number identifies the billing account.

The left side of each billing account page contains links to more information:

  • Links to the other pages for the billing account. The link to the current page is inactive.
  • Link to Help about the billing information page that you are currently viewing. Each Help topic contains links to FAQs, a glossary, and a Help contents file.

Go to a different billing account

From any billing account page for one billing account, you can go to the same page for another account:

  1. Click Select a different account to show the links to the available billing accounts.
  2. Click a billing account number.

Or, you can return to the Billing Information page where you can see all billing account balances:

  1. Click Billing Information in the breadcrumbs to go to the Billing Information page.
  2. Click a billing account number to go to the Account Summary page for that account.

Leave the billing information

When you finish using the billing information, you can click Log off at the top of the page to exit the Online Service Center.

Or, you can click Online Service Center in the breadcrumbs to access other Online Service Center features.

More about billing information pages

For more information about the billing information pages, see the help file for each page:

Why are some of our billing accounts missing?

Consider the following questions if one or more of your billing accounts are not included in the billing information in your Online Service Center account:

  • Is the account directly billed to your library by OCLC? If the billing account is not billed directly by OCLC, the account's billing information is not available in the Online Service Center. Contact your billing partner for information about the account.
  • Is the account associated with the same OCLC symbol as your Online Service Center account? If the billing account is directly billed by OCLC but associated with a different OCLC symbol, you must log on to an Online Service Center account for that symbol to view the billing information.

Why do some billing accounts have no invoices, statements, or transactions?

If a billing account in the Online Service Center has no invoices, statements, or transactions, it may be an obsolete account or an account that is billed through a billing partner.

If your library has billing accounts that are directly billed by OCLC and billing accounts that are billed through a billing partner, both types of accounts are listed on the Billing Information page. However, invoices, statements, and transactions for accounts billed through a billing partner are not available in the Online Service Center. The account balance for these accounts is shown as $0.00 on the Billing Information page regardless of the actual balance. Contact your billing partner for information about these accounts.

Obsolete billing accounts are accounts that are no longer used, have had no activity for at least 18 months, and have no open invoices. The account balance for these accounts is shown as $0.00 on the Billing Information page. No invoices, statements, or transactions are available for these accounts. Send a message to profiling@oclc.org to request removal of an obsolete account.

How do I view our monthly zero-billed product codes?

Click the Details link next to an invoice number on the Invoices page to access a Billing Information Detail Report to view your monthly OCLC activity by product code, including zero-billed product codes that are not included on your monthly invoice. The report is issued at the same time as monthly invoices and covers product code usage for a single OCLC symbol.

The report is prepared for libraries that are directly billed by OCLC. If your library is not directly billed by OCLC, contact your billing partner for information about zero-billed product codes.

The report was first issued in September 2008 to cover activity for August 2008. It replaces the Sales Institution Detail Report that was included with invoices covering activity before August 2008.

How do I track our OCLC service usage by feature and function?

Use the OCLC Usage Statistics web site to track your usage of OCLC services by feature and function.

Authorization required: You need an authorization and password for OCLC Cataloging, FirstSearch (Administrative or Statistics password), or ILL to access these reports. If you do not have any of them, ask someone who uses one of those services for your library to assist you.

To access OCLC Usage Statistics from the Online Service Center:

  1. Click the My Institution tab at the top of the page.
  2. Click Log on to OCLC Usage Statistics (located on the left side of the page).
    The OCLC Usage Statistics Login Screen opens in a separate window.
  3. Type an authorization and password and click Start.

For more information, see OCLC Usage Statistics Help.

How often is our billing information updated?

Billing information is updated daily, Monday through Friday, between 5 a.m. and 6 a.m. U.S. Eastern Time.

How do I get assistance for a billing question?

For help with OCLC billing terminology, see the Glossary.

Your general assistance options are described at the bottom of each page in the Online Service Center.

For specific questions about your billing account, contact OCLC Accounts Receivable. Your contact's name and contact information appear at the bottom of your invoices and statements.

How do I make a payment?

Please send your payment by mail or wire. You cannot pay for an invoice in the Online Service Center.

Include the invoice number and your OCLC account number with your payment.

Send mailed payments to the remit address on your invoice.

Send wired payments using the following information:

  • Wells Fargo Bank N.A., 200 Public Square, Suite 3200, Cleveland, OH 44114
  • Account Number: 4121816060
  • ABA: 121000248
  • Swift number: WFBIUS6S
  • OCLC Federal Tax ID: 31-0734115

To ask a question about payments, contact OCLC Accounts Receivable. Your contact's name and contact information appear at the bottom of your invoices and statements.

How do I deposit funds in a subscription deposit account?

To deposit funds in a subscription deposit account, send your payment and a completed Subscription Deposit Prepayment Invoice form to the address on the form.

A subscription deposit account reduces the number of payments that you make to OCLC and earns your library a credit on the monthly balance. More information is included on the form. Contact OCLC Accounts Receivable if you have questions.

What is the current balance of my billing account?

The current balances of your billing accounts are listed on the Billing Information page.

Additional information about the current balance of an individual billing account is included on the Account Summary page.

For more information, see How do I navigate our billing information?, Billing Information, and Account Summary.

How do I get a copy of an invoice?

All available invoices for a billing account are listed on the Invoices page with the most recent invoices listed first.

Click a linked invoice number to view a PDF version of the invoice in a separate window.

Print the invoice using your browser's print capabilities.

For more information, see How do I navigate our billing information? and Invoices.

To get a copy of a closed invoice that was issued more than 18 months ago, contact OCLC Accounts Receivable. Your contact's name and contact information appear at the bottom of your invoices and statements.

How do I get a copy of a statement?

All available statements for a billing account are listed on the Statements page with the most recent statements listed first.

Click a linked statement date to view a PDF version of the statement in a separate window.

Print the statement using your browser's print capabilities.

For more information, see How do I navigate our billing information? and Statements.

To get a copy of a statement that was issued more than 18 months ago, contact OCLC Accounts Receivable. Your contact's name and contact information appear at the bottom of your invoices and statements.

Has our payment been received?

All available payments for a billing account are listed on the Transactions page with the most recent payments listed first.

See the glossary for definitions of transaction types.

For more information, see How do I navigate our billing information? and Transactions.

How do I change a billing contact or address?

Caution: Before you make a change, be sure that you have identified the correct billing account and that you want to change the contact or address for all invoices and statements for that billing account.

If you have an Online Service Center institution account with the Administrator access level, you can change the billing contact or address for any of your billing accounts.

To change the billing contact and/or address for one of your billing accounts:

  1. While you are logged on to the Online Service Center, click the My Institution tab at the top of the page.
  2. Click Roles to go to Manage Roles.
  3. In the Billing area, click Edit for the billing account that you want to change.
    The Roles page for Billing appears.
  4. To change the billing contact, select the new contact in the Change Contact To drop-down list.
    Or, if the person you want to select is not listed, select Add Contact (at the bottom of the drop-down list), provide the needed contact and logon information, and click Submit.
    The Roles page for Billing appears.
  5. To change the billing address, select the new address in the Address drop-down list.
    Or, if the address you want to select is not listed, select Add Address (at the bottom of the drop-down list), provide the needed address information, and click Submit.
    The Roles page for Billing appears.
  6. Click Submit.
    The Online Service Center acknowledges your change.