FAQ for downloads
After your download purchase is complete you will receive an email that contains the download link. Make sure that you download your files to your computer and not to a mobile device like a phone or tablet. If you can’t find the email then check your junk mail folder.
You have 3 opportunities to download your file before your reach your download limit and 10 days before your link expires. The download process may take quite a while, depending on the size of your file and the speed of your connection. Be patient, make sure that the file has fully downloaded before uncompressing it if it’s a .zip file, and opening it in your preferred application.
When you click on the link, the file may try to open in a program that you don’t want, you can avoid this by right-clicking on the link and choose to download the file to your download folder.
You can open .pdf documents by double-clicking on them or by opening them from within your favourite reading program – we recommend opening your .pdf files on your desktop computer using Adobe Reader. Drag and drop music (.mp3) or your eBook files (.ePub or .pdf) onto your preferred program, like iTunes or Windows Media Player, to include them in the library and then sync your files to your mobile device.
You can read .ePub files on your computer using readers such as Adobe’s Digital Editions and Calibre or you can use iBooks on the Mac. You may require an Application, such as iBooks, or Play Books to read your files on your mobile device. Another option is to upload your .ePub or .pdf to your my books Google account to access them from your device when you have logged-in to Google.
.mobi files can be opened after copying across onto your Kindle device, or by using the Kindle App on your computer or mobile device.
Some people experience problems downloading large files because their internet connection is congested. This is more likely to be a problem if you have satellite or wireless internet, especially during peak usage times. Try downloading your files in off-peak times, like early in the morning or later at night. You can also try another connection if available. Downloading large files using dial-up is not recommended.
Some internet providers slow the speed of large downloads, so it could take a while to fully download. Make sure that the file is fully downloaded before trying to open it. If the download has stalled, stop it and try again by clicking on your link. If you are using a wireless internet connection, try plugging in directly.
Most likely you download is not complete, this is usually caused by an interruption to your internet connection. You can check this by right clicking on the file and selecting Get Info on a Mac, or Properties on a PC, and comparing the size of the file with the size listed in the Product Description on the Product Page of the item that you purchased. Try downloading the file again by clicking on the link in the Order that your received via email.
Some files will be delivered as a compressed file in .zip format. To decompress it simply double-click on it, it’s built into the Mac OS. If you are on a PC and that doesn’t work try right clicking and choose Extract All in the menu. If that option is not listed then double-click on the file, select all the files and drag them into a folder or onto your desktop to extract them. If that still doesn’t work (pretty unusual) then you probably don’t have unzipping software installed, you can get that for PC’s here.
Try looking at you most recent files in your Downloads folder first. If you can’t see your file there search for it using the name of the file in the Order that your received via email. It’s the underlined text after the word Download.
If you are still having issues, or have run out or permissions without successfully downloading your files then please contact us. So we can prevent such problems in the future, we are gathering some information to help us ascertain what the problem is at the time of download. Please include the following information in your request:
Your operating system:
Browser (including version):
Internet connection type/speed:
Download limit (how far did the download get?):
Brief description of the situation of the download failure:
A screenshot image of the message that you have received.