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To the best of my knowledge the way OverDrive support works nowadays is that you contact your library and if they can't help they pass it along to OD. This is, or so I've read, due to the number of "support" questions OD was getting like "when will library X get book Y, or why don't they have book Z" which only the library staff can answer. So it goes to library staff, where tech knowledge varies greatly, and they can elevate it if need be.
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