Adobe Digital Editions (ADE)

Please be aware that...

• You need to install Adobe Digital Editions BEFORE downloading your ebook.
• Adobe Acrobat and Adobe Reader are not the same as Adobe Digital Editions (ADE) and will not work. You must have Adobe Digital Editions.
• Your hardware must meet the minimum System Requirements.
• Some Adobe ebooks have limits (imposed by the publisher) on the amount that can be copied or printed.
• For assistance with Adobe Digital Editions, refer to Adobe’s comprehensive help service:

• System requirements
• FAQ
• User forums
• Support Center

Ebook Reader app (for iOS, Android, BlackBerry 10 & Kindle Fire)

Please be aware that...

• Ebook Reader is compatible with Kindle Fire, BlackBerry 10, Android, iPhone, iPod touch, and iPad.
• For full details on which devices are supported and operating system requirements please see our list of devices with support for Ebook Reader
• To download ebooks, you will need to sync with your eBooks.com account via Ebook Reader app on your Android / iOS device, and not via your computer.

Both ADE & Ebook Reader

As far as eBooks.com is aware there aren't currently any devices that are compatable with both the desktop version of ADE and our Ebook Reader app. However that may change in the future. So if this really is the case, please choose which software you would like to use for this download.

If you have the ADE app for Android or iOS and want to download to that (or some other Adobe DRM compatible app) instead of using our Ebook Reader app, then please see this article.

Neither

Sorry, unless your device is compatible with either Adobe Digital Editions (ADE) or our Ebook Reader app then you won't be able to download your ebooks. However you can use your device's browser to read them online using our Online Reader. For more information please see our guide to using Online Reader .

I am using a Linux computer

Adobe don't make a Linux version of Adobe Digital Editions (ADE), but there is a workaround for this. In additon to this, the Online Reader can be used, but only on compatible browsers. For more information please see our guide to reading ebooks on Linux.

I don't know

The documentation that came with your reader device should state what software it is compatible with. If not, don't worry, take a look at our reader device guide to check which reader software your device is compatible with.

I want to read online in my browser, not download

Please be aware that...
The Online Reader is compatible with all major browsers:

• Internet Explorer
• Firefox
• Chrome
• Safari
• Edge
• Opera

If you are using any other browser it is not supported by eBooks.com so may not be compatible. We suggest using a supported browser.
Please note: to use the Online Reader you must be connected to the internet and have javascript enabled.

For more information please see our guide to using Online Reader

Yes

Please be aware that...

you should always have the latest version of Adobe Digital Editions installed to take advantage of the newest features, performance improvements and bug fixes.

No

Please note: Adobe Acrobat and Adobe Reader are not the same as Adobe Digital Editions (ADE) and will not work. You must install ADE.

You can install Adobe Digital Editions here.

I don't know

To check if ADE is installed on your computer, check your list of programs on your computer.

• On a PC, go to Start > All Programs. You should see Adobe Digital Editions listed near the top. If you cannot see it listed then it is not installed.
• On a Mac, go to your toolbar and click on Applications. If you cannot see Adobe Digital Editions listed then it is not installed.

You can install Adobe Digital Editions here.

I tried but it said the ADE Installer can't be opened because it is from an unidentified developer

Please read our help article for this error.

I tried but it said I need an administrator password to install it

Please read our help article for this error.

I tried but received an error

Please complete our support form to submit a ticket to our customer support. Please describe the error in as much details as possible and where in the installation process it occurs.

Yes

Please be aware that...

eBooks.com regularly release new versions of the Ebook Reader app to fix bugs and add functionality. If you are experiencing an issue using the app, quite often upgrading to the latest release can solve the problem.

No

Before proceeding you must install the free Ebook Reader app on to your device. First power on your device and then do the following:

For Android users:
Open Google's Play Store. Press the search button and type 'ebook reader'. The first result will be Ebook Reader by ebooks.com. Press it, and then press the 'INSTALL' button.

For iOS users:
Open Apple's App Store. Press the search field and type 'ebook reader'. The first result will be Ebook Reader. Press the 'FREE' button, then press 'INSTALL APP'.

For BlackBerry users:
Open BlackBerry World store. Press the search field and type 'ebook reader'. The first result will be Ebook Reader. Press the 'Download' button.

For Kindle Fire users:
Follow the install instructions here

No, I want to download to a third party app

We strongly suggest using our Ebook Reader app as it is the easiest way to access your ebooks.
But if you do want to download to a different app please see this help article.

I don't know

To check if the app is installed on your device, check your list of apps. If they are listed alphabetically then the app should appear under E as 'Ebook Reader'. If you cannot find it then it is likely you have not installed it.

I can't because my operating system version is too old / no longer supported

Unfortunately as operating systems (OS) evolve it is impossible to maintain support for every single version.

You can check the minimum operating system version requirements for your device here.

If your device is running a version of Android or iOS that falls below the minimum requirements I'm afraid the latest version of Ebook Reader is no longer compatible with your device.

If possible please update your OS to meet the requirements. If this is not possible you can still read your ebook online in your devices web browser using our Online Reader. More information can be found here.

If you need support please complete our support form to submit a ticket to our customer support. Please do mention that you are running an older version of Android/iOS.

I tried but was told I am registered with the app store in another country and need to switch stores

For iOS users:
Your Apple ID is incorrectly set to a different country. Please try the following to set it to the correct store:

turn on your Apple device and go to Settings > iTunes & App Store > Apple ID
press on your ID, then press 'View Apple ID'
enter your Apple ID password and press OK
press 'Country/Region', then 'Change Country or Region'
select the correct country or region from the list, then press 'NEXT' and go through the remaining set up screens to reconfigure your device for that region.

Once this is done you should be able to open the App Store and download Ebook Reader without issue.

For Android, BlackBerry, or Kindle Fire users:
Please complete our support form to submit a ticket to our customer support.

I tried but was told there is a problem parsing the package

This is an error exclusive to Kindle Fire users. There are two different generations of the Kindle Fire and they run off different versions of the Android operating system. The first generation uses Android 2.x, the second generation uses Android 4.x. Because of this difference, each generation uses a different Ebook Reader app install file (called an apk).

If you are receiving this error message it means you are using the incorrect install file for your device. Our website automatically detects which version of the Kindle Fire you are using. Please use your Kindle Fire to open a browser and navigate to https://ebookreader.ebooks.com, here follow the download instructions and you will be automatically served with the correct apk.

If for some reason you are still receiving the error please complete our support form to submit a ticket to our customer support.

I tried but received an error

Unfortunately this issue is more complicated than can be covered in the troubleshooting. Please complete our support form to submit a ticket to our customer support. Please quote the full error message you are receiving in your support ticket.

Yes

Please be aware that...

to use the Online Reader you must be connected to the internet.

No

the Online Reader is compatible with all major browsers

• Internet Explorer
• Firefox
• Chrome
• Safari
• Edge
• Opera

If you are using any other browser it is not supported by eBooks.com so may not be compatible. You need to switch to a supported browser.

I don't know

If you are using one of these browsers then your browser is compatible:

• Internet Explorer
• Firefox
• Chrome
• Safari
• Edge
• Opera

If you are using any other browser it is not supported. Please download one of the browsers listed above.

Yes

Please be aware that...

when you first open the Ebook Reader app you need to log in to it using your eBooks.com account details in order to link your account to your Ebook Reader bookshelf.

No

We are constantly updating our Ebook Reader app to provide new features, squash bugs, and generally create the best reading experience possible. Fairly often a problem a customer is experiencing can be fixed by updating the app to the latest version, where the issue has already been resolved.
Please do update the app using one of the following instructions:

For Android users:
Open Google's Play Store and go to 'My apps'. Select Ebook Reader and press the 'UPDATE' button. Wait for the download to finish and the installation to complete.

For iOS users:
Open Apple's App Store and press 'Updates'. Find Ebook Reader and press the 'UPDATE' button. Wait for the download to finish and the installation to complete.

For BlackBerry users:
Open BlackBerry World, swipe left to reveal the navigation tab, press 'My World', press 'My Apps & Games', press the overflow icon (3 dots), press 'Check for Updates'.

For Kindle Fire users:
Download the lastest app version from https://ebookreader.ebooks.com/ and install it using the Kindle Fire instructions.

I don't know

To check if you have the latest version of the Ebook Reader installed on your device, here is what to do. Power on your device and then:

For Android users:
Open Google's Play Store. Go to 'My apps'. Find Ebook Reader and press it to go to the app page.
If you are given the options 'OPEN' and 'UPDATE' then you don't have the latest version. Please press the 'UPDATE' button to update.
If you are given the options 'OPEN' and 'UNINSTALL' then you already have the latest version installed.

For iOS users:
Open Apple's App Store. Go to 'Updates' in the bottom right.
If you see Ebook Reader then you don't have the latest version. Please press the 'UPDATE' button to update.
If you don't see Ebook Reader listed then you already have the latest version installed.

For BlackBerry users:
Open BlackBerry World, swipe left to reveal the navigation tab, press 'My World', press 'My Apps & Games', press the overflow icon (3 dots), press 'Check for Updates'.

For Kindle Fire users:
Please go to https://ebookreader.ebooks.com/ and install the latest version of the app.

I tried but received an error

Unfortunately this issue is more complicated than can be covered in the troubleshooting. Please complete our support form to submit a ticket to our customer support.

Yes

Please be aware that...

you must authorize your computer with an Adobe ID in order to download Adobe DRM protected books to more than just one computer (including transferring it to your ereader device).

When authorizing your device please select "Adobe ID" as the ebook vendor name (this should be the default when the authorization window opens). If it doesn't say Adobe ID, please select it from the drop down menu.

If you don't have an Adobe ID already, please click on the link "Create Adobe ID".

If you already have an Adobe ID, please enter the id and the password and authorize.

No

Please install the latest version of Adobe Digital Editions here.

I don't know

To check which version of Adobe Digital Editions you have installed please open ADE and navigate to Help > About Digital Editions. The version number is shown near the top of the pop up. If it is less than version 4.5.10 please download and install the latest version here.

I tried to update but received an error

Unfortunately this issue is more complicated than can be covered in the troubleshooting. Please complete our support form to submit a ticket to our customer support.

Yes

Please be aware that...

to use the Online Reader you must have javascript enabled on your browser.

No

Please note you must have an active internet connection for the Online Reader to work, otherwise it will not be able to download the ebook content on demand.

I don't know

To check whether you have an active internet connection please open your browser and visit a trusted website (for example www.facebook.com). If the website opens and you can browse it as you normally would then you have an active internet connection.

If you cannot browse any websites then you don't have an internet connection. Please fix your connection and try again.

Yes

The next step is to sync your ebooks to your bookshelf. And then select the ebooks you want to download.

No

For iOS users:
Open the app and press 'Log In' in the top left of the screen. Enter your login details and press the Submit button.

For Android, BlackBerry, or Kindle Fire users:
Open the app and press the circular icon with the arrow pointing in to it, in the top left of the screen. Enter your login details and press the Login button.

I don't know

To check if you have logged in to Ebook Reader or not here is what to do. First open the app on your device, then check the following:

For iOS users:
If you can see a 'Login' button in the top right you are not logged in. Please press the 'Login' button to log in.
If you see a 'Logout' button, this means you are logged in.

For Android, BlackBerry, or Kindle Fire users:
If you see a circle with an arrow pointing in to it in the top left corner of the app you are not logged in. Please press the icon to log in.
If you see a star icon and a shopping cart icon in the top left, this means you are logged in.

I've forgotten my account details

If you have forgotten your password you can have it emailed to you. Go to eBooks.com and click on 'Sign In'. Then under the 'Login' button click on the link 'Forgot password?'. Enter your username (email address) and click 'Submit'. This will email you your password.

If you don't receive the email and can't find it in your junkmail/spam folder, or for any other issue (i.e. can't remember your username) please complete our support form to submit a ticket to our customer support.

I don't have an account

Although you don't need an eBooks.com account in order to use the Ebook Reader app, you do need to create an account with eBooks.com in order to purchase our ebooks, and access those books. So if you have already purchased ebooks from our website the account details you used to log in to eBooks.com are the details you should use to log in to the app.

If you do not have an account, you can create one by either visiting eBooks.com in your browser, clicking on 'Sign In' and then filling in the details under 'Sign up'.

Alternatively, if you have the Ebook Reader app open, you can press the icon in the top left to log in, then press 'No account yet? Register please.' and filling in the details on the form.

I tried but received an error: Login Failed

Please read our help article for this error.

I tried but received an error: Server error

Please read our help article for this error.

I can't open the app, it just crashes immediately

Please try uninstalling the app and reinstalling the app. If this does not fix the issue please complete our support form to submit a ticket to our customer support.

I don't have an account, I want to import my existing collection

Please be aware that the Ebook Reader app will only import ebooks if they are DRM-free. Instructions vary depending on your device.

For Android, BlackBerry and Kindle Fire devices please follow these instructions.

For iOS devices please follow these instructions.

Yes

This means you are now ready to download your ebook.

Please be aware that when you click to download an ebook from eBooks.com to ADE what you initially download is an URLLink.acsm file. This file is used by Adobe Digital Editions to request the DRM protected file from our fulfillment server. Once the acsm file is opened in ADE, that is when the download will begin.

To download the acsm file you must log in to eBooks.com and click the 'Download' button of the ebook you wish to download from your 'My Account' area, then follow the on screen prompts.

No

Please note you must authorize your computer with an Adobe ID in order to download Adobe DRM protected ebooks to more than just one computer (including transferring it to your ereader device).

To authorize your computer you need to open Adobe Digital Editions (ADE).
Go to Help > Authorize Computer. If the menu item is not clickable, exit any ebook you are in and go to Library View before trying again.
On the pop up screen click Continue.
On this screen there are three fields: 1. eBook Vendor, 2. Adobe ID, 3. Password
Leave eBook Vendor as 'Adobe ID' and just enter your Adobe ID and Password in the other two fields.
Then click 'Authorize'.

No, I don't have an Adobe ID

Please note you must authorize your computer with an Adobe ID in order to download Adobe DRM protected ebooks to more than just one computer (including transferring it to your ereader device).

To authorize your computer you need to open Adobe Digital Editions (ADE).
Go to Help > Authorize Computer. If the menu item is not clickable, exit any ebook you are in and go to Library View before trying again.
On the pop up screen click Continue.
On the next screen click 'Create an Adobe ID' (this will open a web browser).
Enter your details and click 'SIGN UP'.
Once you have received confirmation, go back to Adobe Digital Editions, and the screen with the 'Create an Adobe ID' link.
On this screen there are three fields: 1. eBook Vendor, 2. Adobe ID, 3. Password
Leave eBook Vendor as 'Adobe ID' and just enter your Adobe ID and Password in the other two fields.
Then click 'Authorize'.

No, I tried but received an "Activation Server Error"

Please read our help article for this error.

No, I received an error: E_ADEPT_INTERNAL

Please read our help article for this error.

No, I received an error: E_AUTH_BAD_DEVICE_KEY

Please read our help article for this error.

No, I received an error: E_AUTH_USERID_INUSE

Please read our help article for this error.

No, I received an error: CONNECTION ERROR- Digital editions could not connect to the activation server. Please make sure you are connected to the internet.

Please read our help article for this error.

No, it says "please wait while we authorize your computer" then nothing happens

This usually means there is a temporary issue with Adobe's activation server. If you wait about an hour and then retry it will normally work.

If after a few hours it still isn't working please complete our support form to submit a ticket to our customer support.

I don't know

Please open Adobe Digital Editions (ADE) and click on 'Help' in the menu bar. If 'Authorization Information' is greyed out this means you have not authorized ADE. If it is clickable then ADE has been authorized.

To authorize your computer you need to open Adobe Digital Editions (ADE).
Go to Help > Authorize Computer. If the menu item is not clickable, exit any ebook you are in and go to Library View before trying again.
On the pop up screen click Continue.
On this screen there are three fields: 1. eBook Vendor, 2. Adobe ID, 3. Password
Leave eBook Vendor as 'Adobe ID' and just enter your Adobe ID and Password in the other two fields.
Then click 'Authorize'.

Note: your Adobe ID is not your eBooks.com account login and password. If you do not have an Adobe ID you can click 'Create an Adobe ID' to quickly register one, or go here.

Yes

Please be aware that...

when you click to read an ebook online from eBooks.com a seperate browser window should open and the first page of your ebook should be displayed (normally the cover image).

To find the 'Read now' link you must log in to eBooks.com and click the 'Read now' link of the book you wish to view from your 'My Account' area.

No

Please note you must enable javascript within your browser for the Online Reader to work.

I don't know

To check if you have Javascript enabled in your browser go to https://enable-javascript.com and the website will state whether javascript is enabled or not.

Yes

Once you have successfully synced your new ebooks to your bookshelf you need to select one to download.

No

To sync your ebooks to your bookshelf do the following:

For iOS users:
Press the 'Sync' button at the bottom of the screen. This screen shows all the ebooks in your account that have not yet been downloaded to your bookshelf.

For Android, BlackBerry, or Kindle Fire users:
Press the menu button on your device and then press 'Sync Booklist'. This will make all the ebooks in your account appear in your bookshelf. Those that have not yet been downloaded will have a white download icon on their covers.

No, I can't find the Sync option

Sync is hidden unless you are logged in. (we need to know which eBooks.com account you want to sync with before we can begin syncing)

Please go back to the previous question: "Have you logged in to the app using your eBooks.com account details?" and select 'No' as your answer.

No, I received an error: We couldn't reach your eBooks.com account

Sometimes this can just be a case of a bad internet connection.

Please try logging out of the app and logging back in, then syncing again. If this works please choose 'yes' and proceed to the next step of the troubleshooter. If it does not work please try one more time, then complete our support form to submit a ticket to our customer support.

No. I can sync, but no books appear

There are two possible reasons for this. Either it is a caching issue within the app (this only effects Android users), or it is an account issue.

If you are using an Android device please log out of your account within the app. Then close the app and go to 'Settings' within your operating system. Go to the 'Application Manager' and select the 'Ebook Reader' app. Now choose to 'Force stop' the app. Then 'Clear cache'. (Please note DO NOT 'Clear data', as this will delete all your books from your device and you will need to redownload). Once you have finished these instructions re-open the app and log back in using your eBooks.com account details and the books should sync.

The other likely issue is that you have not correctly made a purchase, so the book is not stored against the account. The alternative is that you have purchased the book on one account and logged in with another account. For example the purchase was made using mmyname@example.com, and you are logging in with myname@example.com

In these instances please complete our support form to submit a ticket to our customer support. Please ensure you quote the invoice number of your purchase so we can find it regardless of which account was used to make the purchase.

I don't know

To check if you are syncing your ebooks to your bookshelf do the following:

For iOS users:
If you have pressed the sync button and can see your ebooks listed available for download and a greyed out 'Download' button in the top right corner that means you have synced correctly.
If you can only see the free ebooks that come with Ebook Reader that you means you have not synced. Please press the 'Sync' button.

For Android, BlackBerry, or Kindle Fire users:
If you can see your ebooks in your bookshelf with the white download icon on their covers that means they are synced correctly.
If you can only see the free ebooks that come with Ebook Reader then this means you have not synced your ebooks. Please press the menu button and then select 'Sync Booklist' from the menu.

I don't have any eBooks.com ebooks, I want to import my existing collection

Please be aware that the Ebook Reader app will only import ebooks if they are DRM-free. Instructions vary depending on your device.

For Android, BlackBerry and Kindle Fire devices please follow these instructions.

For iOS devices please follow these instructions.

Yes

Please be aware that...

the acsm file should only be opened in Adobe Digital Editions (ADE). Trying to open it in Adobe Acrobat or Adobe Reader will not work!

No

You must download the URLLink.acsm file to your computer and open it in ADE in order to initiate the download of your ebook.

To do so, first start by opening your browser and going to www.eBooks.com.
Click on the 'Sign In' link near the top of the screen and log in using your eBooks.com login details.
On the 'My Account' screen find the ebook you wish to download and click the 'Download' button.
On the next screen click 'Download in ePub format' or 'Download in PDF format' (depending on which formats your ebook is available in). If both are available you can choose which format you prefer.
If a little popup screen appears, chose to 'Save File' and save it to your desktop.

No, instead of downloading it I chose to open it directly in ADE

That is perfectly fine, opening it in this way will also work. The reason we suggest saving to the desktop is so people can find it again easily if it is needed. (especially if going through the troubleshooting process)

No, I can't log in to my eBooks.com account

Please note that passwords are case sensitive, and your username should be your email address. Also please note that your Adobe ID is different from your eBooks.com account login details.

If you still cannot log in, use the 'Forgot password?' feature on the eBooks.com login page to have your username emailed to you.

If you still cannot log in, or you haven't received the password email (sometimes it can be filtered as junkmail) please complete our support form to submit a ticket to our customer support.

No, when I click on the 'Download' button in My Account nothing happens

Please read our help article for this error.

No, I receive an error: No implementation for DrmFreeType:

Please read our help article for this error.

No, I receive an error: Oops, can't find this page

Please read our help article for this error.

No, I receive an error: EBK_DL_NOFORMAT_[followed by some numbers]

Please read our help article for this error.

No, there are no ebooks showing in my account

If you are not seeing any ebooks in your eBooks.com account this means you have not completed a successful purchase with us. For a purchase to be complete you should reach the order confirmation screen on our website, and you should also receive a confirmation email. If you have received these two indicators and still cannot see the ebooks in your account, please complete our support form to submit a ticket to our customer support. Please quote your order number in your support ticket.

The other alternative is that you contain two duplicate eBooks.com accounts. One contains your purchases and the other is empty. When you log in to eBooks.com you are logging in to the empty duplicate account instead of the account containing your purchases. If you think this may be the case please complete our support form to submit a ticket to our customer support. Please quote your order number in your support ticket and all and any email addresses you have that could be registered with eBooks.com.

I don't know

Looking on your computer desktop can you see a file called URLLink.ascm? If you can then you have downloaded the file successfully.

If you can't find this file on your desktop that means you haven't downloaded it successfully.

To do so, first start by opening your browser and going to www.eBooks.com.
Click on the 'Sign In' link near the top of the screen and log in using your eBooks.com login details.
On the 'My Account' screen find the ebook you wish to download and click the 'Download' button.
On the next screen click 'Download in ePub format' or 'Download in PDF format' (depending on which formats your ebook is available in). If both are available you can choose which format you prefer.
If a little popup screen appears, chose to 'Save File' and save it to your desktop.

Yes

This means you are now ready to read your ebook online. Please click the 'Read now' button.

Yes, but when I click on it nothing happens

This is an issue with your current session. To fix this please do the following:

Click the 'Logout' link in the top right of the screen. This will take you back to the eBooks.com homepage.
Click on the 'Sign In' link at the top of the page and log back in to the website.
Once you are logged back in to your account try the 'Read now' link again.

If this does not work please complete our support form to submit a ticket to our customer support.

Yes, but when I click on it, I get an error page (saying Oooops)

Please read our help article for this error.

No, the button is missing

This means that unfortunately this ebook is unavailable in the Online Reader format, either at the publisher's request or because of technical issues with the file.

When purchasing an ebook you can check what formats it is available in on the ebook's product page. Underneath the ebook blurb, if you scroll down, underneath the ISBN it should state 'Read online'. This means the Read Online feature should be available. If it is not then there may be an issue. Please complete our support form to submit a ticket to our customer support.

I don't know

To check if the ebook is available in Online Reader format please log in to your account on eBooks.com and click on 'My Account'. Find the ebook you wish to read and check there is a 'Read now' buttom.

If there is a 'Read now' button then the ebook is available to read online.

If the 'Read now' button is missing then unfortunately this ebook is unavailable in the Online Reader format, either at the publisher's request or because of technical issues with the file.

When purchasing an ebook you can check what formats it is available in on the ebook's product page. Underneath the ebook blurb, if you scroll down, underneath the ISBN it should state 'Read online'. This means the Read Online feature should be available. If it is not then there may be an issue. Please complete our support form to submit a ticket to our customer support.

Yes

There is only one step left after you have successfully downloaded the ebook to your device and that is to open it!

No

To download the ebook to your bookshelf you need to do the following:

For iOS users:
On the 'Sync' screen, select one or more ebooks you wish to download. Once finished, press the 'Download' button in the top right. This will start your download.

For Android, BlackBerry, or Kindle Fire users:
Find the ebook that has not been downloaded in your bookshelf. It should have a white download icon on the cover. Press the cover image and choose 'Download'.

No, it says: Download Failed. Please check your Internet connection and try again

Please read our help article for this error.

No, it says: Download is blocked. Check app settings

Please read our help article for this error.

No, it says: Error: Internet Connection

Unfortunately this issue is more complicated than can be covered in the troubleshooting. Please complete our support form to submit a ticket to our customer support. Please quote the full error message you are receiving in your support ticket.

No, it says: The book you requested is not available for this account

This can happen when a book is purchased on eBooks.com, and then you use the download link either on the My Account page of eBooks.com or in your order confirmation link to download directly to the app. But either you are not logged in to the app, or the app has not yet updated to recognise that book is in your account (so your ebooks.com bookshelf and your Ebook Reader bookshelf are out of sync).

To fix this please first log in to eBooks.com and go to the My Account page. Confirm that the book is in your account.

Then open the Ebook Reader app on your device. If you are logged in, please log out.

Then log back in to the app. Please ensure that you are using the exact same login details that you used to log in to the website. Some people accidentally create duplicate accounts and are logged in to one on eBooks.com (e.g. mmyname@example.com), but another one on the app (e.g. myname@example.com). The app therefore will never find the book as it was purchased on a different account.

Once you have successfully logged back in, please sync your bookshelf.

After having done so please select the book and download it within the app. Please DO NOT use a download link on eBooks.com or within your order confirmation email, as this may still give you the same error.

If you still receive the error, or if you have found that actually you do have two accounts please complete our support form to submit a ticket to our customer support. Please quote the error message 'The book you requested is not available for this account' in your support ticket, or quote your two account usernames/emails.

No, it says: Error: Account Locked

Unfortunately this issue is more complicated than can be covered in the troubleshooting. Please complete our support form to submit a ticket to our customer support. Please quote the full error message you are receiving in your support ticket.

No, it says: Can't download

Please read our help article for this error.

No, it says: Can't import books

Please read our help article for this error.

No, it says: Something went wrong

Please read our help article for this error.

No, I received an error that is not listed in these options

Please complete our support form to submit a ticket to our customer support. Please quote the full error message you are receiving in your support ticket.

I don't know

Power on your device and open the Ebook Reader app. You should be able to see the ebook cover in your bookshelf, without the white download icon on the cover. If you can see the ebook then it has downloaded to your device.

If you can't see the ebook in your bookshelf, or if you can see it but it has the white download icon on the cover, this means you have not downloaded the ebook to your bookshelf.

Yes

There is only one step left after you have successfully downloaded the ebook to your computer and that is to open it!

No, it won't open automatically in ADE

This is likely one of two different issues. If the file opens in Adobe Reader or Adobe Acrobat please read this help article.
If the file opens in TextEdit, Notepad, or WordPad please read this help article.

No, when ADE opens the user interface is missing and nothing happens

Please read our help article for this error.

No, when it opens it looks like nonsense, a bunch of random letters and symbols

This is likely one of two different issues. If the file opens in Adobe Reader or Adobe Acrobat please read this help article.
If the file opens in TextEdit, Notepad, or WordPad please read this help article.

No, the acsm file is missing it's file extension

Please read our help article for this error.

No, I receive an error: Adobe Reader could not open 'URLLink.acsm' because it is either not a supported file type or because the file has been damaged

Please read our help article for this error.

No, I receive an error: Unable to add document. This file's format is not currently supported

Please read our help article for this error.

No, I receive an error: There was an error opening this document. The security plug-in required by this command is unavailable

Please read our help article for this error.

No, I receive an error: Error! Check Activation.

Please read our help article for this error.

No, I receive a screen asking me to "Authorize Your Computer"

Please note you must authorize your computer in order to download Adobe DRM protected ebooks to more than just one computer.

To authorize your computer please read our help article.

No, I receive an error: E_ACT_NOT_READY

Please read our help article for this error.

No, I receive an error: E_ADEPT_DOCUMENT_OPEN_ERROR

Please read our help article for this error.

No, I receive an error: E_ADEPT_DOCUMENT_TOO_SHORT

Unfortunately this issue is more complicated than can be covered in the troubleshooting. Please complete our support form to submit a ticket to our customer support. Please quote the error message E_ADEPT_DOCUMENT_TOO_SHORT in your support ticket.

No, I receive an error: E_ADEPT_DOCUMENT_TYPE_UNKNOWN

Please read our help article for this error.

No, I receive an error: E_ADEPT_INTERNAL

Please read our help article for this error.

No, I receive an error: E_ADEPT_NO_FULFILLMENT_RESULT

Please read our help article for this error.

No, I receive an error: E_ADEPT_NO_TOKEN

Please read our help article for this error.

No, I receive an error: E_ADEPT_NOT_READY

Please read our help article for this error.

No, I receive an error: E_ADEPT_REQUEST_EXPIRED

Please read our help article for this error.

No, I receive an error: E_ADEPT_USER_AUTH

Please read our help article for this error.

No, I receive an error: E_AUTH_BAD_DEVICE_KEY_OR_PKCS12

Please read our help article for this error.

No, I receive an error: E_AUTH_NOT_READY

Please read our help article for this error.

No, I receive an error: E_IO_cannot_open

Please read our help article for this error.

No, I receive an error: E_SRC_File_Is_Missing

Unfortunately this issue is more complicated than can be covered in the troubleshooting. Please complete our support form to submit a ticket to our customer support. Please quote the error message E_SRC_File_Is_Missing in your support ticket.

No, I receive an error: E_STREAM_ERROR

Unfortunately this issue is more complicated than can be covered in the troubleshooting. Please complete our support form to submit a ticket to our customer support. Please quote the error message E_STREAM_ERROR in your support ticket.

No, I receive an error: E_URLLINK_NO_DISTRIBUTION_RIGHTS

Unfortunately this issue is more complicated than can be covered in the troubleshooting. Please complete our support form to submit a ticket to our customer support. Please quote the error message E_URLLINK_NO_DISTRIBUTION_RIGHTS in your support ticket.

No, I receive an error: ret_record_core_invalid_client_cert

Please read our help article for this error.

No, I receive an error: The operation couldn’t be completed. (BKAgentServiceErrorDomain error 8.)

Please read our help article for this error.

No, I receive an error that is not listed in these options

Is it possible that the ebook did download correctly, but when you attempt to open the ebook it gives an error? Please select the Yes option from the dropdown menu and check the next step to see if your error is listed.

If it is not please complete our support form to submit a ticket to our customer support. Please quote the full error message you are receiving in your support ticket.

I don't know

Open ADE and click on 'All Items' under the heading 'Bookshelves' in the left hand menu.

If you can see your ebook listed within this bookshelf then the ebook has successfully downloaded to your ADE.

If you cannot see the ebook in your bookshelf then it has not downloaded. Please go to your desktop and click on the URLLink.ascm file to open it in ADE and initiate the download.

Yes

Congratulations! I'm glad we were able to resolve the issue. If for some reason we have not managed to address your issue, please check our FAQ, or if that does not help, please complete our support form to submit a ticket to our customer support.

It opens, but the page loading progress gets stuck and never completes

Please read our help article for this error.

It opens, but there is only the cover image

There are normally two reasons why this may be the case:

Either the publisher has accidentally submitted the cover image in PDF format, and this has been processed as the ebook file.
Or the page count in the database is incorrectly listed as 0, meaning the Online Reader will only load the cover image because it incorrectly thinks there are no other pages to download.

Please complete our support form to submit a ticket to our customer support. We will either correct the page count or request a new file from the publisher.

It opens, but the text is hard to read / blurry

Please read our help article for this error.

It opens, but the text is in the wrong language

Please read our help article for this error.

It opens, but it shows the wrong ebook

If you have multiple purchases in your account please ensure you are clicking on the correct 'Read now' link for the correct title.

If you are sure you are clicking on the correct link, please read our help article for this error.

It opens, but the the cover image is different to what I expected

Please read our help article for this error.

It opens, but the screen is blank white and I can't turn pages

This can happen if you are trying to access the Online Reader via a portable device (phone, tablet, or e-reader device). The Online Reader opens the mobile version thinking this is most compatible with your device. But actually some newer devices are better suited to the full version of the reader, not the mobile version.

Try pressing the device's menu option and then "request desktop site". This will open the full version of the reader.

Note that depending on your screen resolution the full reader may only display in immersive mode. In this mode, in order to access the reader's menu please press and hold anywhere on the page.

If this has not resolved the issue please complete our support form to submit a ticket to our customer support. Please quote your device, the browser, browser version number and the book title in your support ticket.

It opens, but I receive an error message about my ebook package

Please read our help article for this error.

It opens, but copying, highlighting and full text search don't work

Please read our help article for this issue.

No, I receive an error: 525 SSL Handshake (or similar)

Please read our help article for this error.

No, I receive an error: AER5990

Please read our help article for this error.

No, I receive an error: AER59912

Please read our help article for this error.

No, I receive an error: AER59925

Please read our help article for this error.

No, I receive an error: AER59826

Please read our help article for this error.

No, I receive another error

Unfortunately this issue is more complicated than can be covered in the troubleshooting. Please complete our support form to submit a ticket to our customer support. Please quote any error message (AER599xx) you receive in full.

Yes

Congratulations! I'm glad we were able to resolve the issue. If for some reason we have not managed to address your issue, please check our FAQ, or if that does not help, please complete our support form to submit a ticket to our customer support.

Yes, but the text is in the wrong language

Please read our help article for this error.

Yes, but it shows the wrong ebook

Please read our help article for this error.

Yes, but the the cover image is different to what I expected

Please read our help article for this error.

No, it opens, but only the cover image, or very few pages are displayed

This can mean the Ebook Reader app is having trouble paginating the ebook file. Or it can mean that there was an error by the publisher when the file was submitted and only the cover was uploaded.

Please press the centre of the screen to bring up the in-book menu. Check the bottom of the screen. If it states it is still paginating and shows it's progress as a percentage please wait for it to finish. If the book is extremely large this can take some time.

If the pagination seems to get stuck on a percentage (i.e. it states it is at 19% for more than a minute), please press the menu item to return to the bookshelf, then reopen the book and let pagination start again. Quite often this will fix the issue.

If the book has finished paginating and the page count is still only displaying as 1, or very few (a lot less than expected), then it is likely the publisher uploaded an incomplete file. Please complete our support form to submit a ticket to our customer support. If you have more than one book in your bookshelf please be sure to quote the title of the book (or books) that are experiencing problems.

No, it opens, but only a blank white page and a spinning loading symbol show

This usually means the Ebook Reader app is having trouble paginating the ebook file.

Please press the centre of the screen to bring up the in-book menu. Check the bottom of the screen. If it states it is still paginating and shows it's progress as a percentage please wait for it to finish. If the book is extremely large this can take some time.

If the pagination seems to get stuck on a percentage (i.e. it states it is at 19% for more than a minute), please press the menu item to return to the bookshelf, then reopen the book and let pagination start again. Quite often this will fix the issue.

If the book never finishes pagination please complete our support form to submit a ticket to our customer support. If you have more than one book in your bookshelf please be sure to quote the title of the book (or books) that are experiencing problems.

No, it opens, but some text is obscured by strips or blocks of blank space

Please read our help article for this error.

No, it says: The book cannot be opened. It is invalid

Unfortunately this issue is more complicated than can be covered in the troubleshooting. Please complete our support form to submit a ticket to our customer support.

No, it says: Book won't open

Please read our help article for this error.

No, it says: Book won't open. The file you are attempting to open is corrupt. Please try downloading the book again

This error should be fixed in the latest Ebook Reader version. Please update your Ebook Reader app to fix the issue.

Once you have updated the app, open it on your device, then log out and log back in, then re-sync your account and try downloading the book again.

If this does not work and you are using an Android device, please log out of Ebook Reader and close the app, then go to Settings > Application Manager. Then 'Force stop' the Ebook Reader app, and then 'Clear cache'. Then reopen the app and log back in and your books should sync.

Please note: Do not 'Clear data!'. Clear cache only.

If you still experience the error please complete our support form to submit a ticket to our customer support. Please quote the error message: 'File is Corrupt'. Please also state your device, it's operating system version, and the version of Ebook Reader you are using (if known).

No, it says: This page contains the following errors

This is an issue that was effecting iOS users only. It has been resolved for some time. Please update to the latest version of the Ebook Reader app and this will resolve the issue.

If you cannot update your version of Ebook Reader, or are certain you have the very latest version of the app but still receive the error message, please complete our support form to submit a ticket to our customer support. Please quote the error message in full, and the title of the ebook, and the page number where you first encounter the error, and the device you are using, and the version of iOS it is running.

No, it says: Document can't be opened. Document expiration date is not setted correctly

This error should be fixed in the latest Ebook Reader version. Please update your Ebook Reader app to fix the issue.

Once you have updated the app, open it on your device, and press and hold on the cover of the problem book. When the menu pops up please select 'remove from shelf'. Then try downloading the book again.

If you still experience the error please complete our support form to submit a ticket to our customer support. Please quote the error message: 'Document can't be opened. Document expiration date is not setted correctly'. Please also state your device, it's operating system version, and the version of Ebook Reader you are using (if known).

No, it says: The book you are trying to open has missing pages

Please read our help article for this error.

No, I received an error that is not listed in these options

Please complete our support form to submit a ticket to our customer support. Please quote the full error message you are receiving in your support ticket.

I don't know

Please power on your device and open the Ebook Reader app. Then click on the cover image of the ebook you have just downloaded.

If your ebook opens then congratulations and happy reading.

If it doesn't open then unfortunately this issue is more complicated than can be covered in the troubleshooting. Please complete our support form to submit a ticket to our customer support. Please quote any error message you receive in full.

Yes

Congratulations! I'm glad we were able to resolve the issue. If for some reason we have not managed to address your issue, please check our FAQ, or if that does not help, please complete our support form to submit a ticket to our customer support.

Please note that if the book opens in ADE then there is no issue with the ebook file. Any problem transferring to your device is either with Adobe Digital Editions (ADE) or your device. We would highly recommend consulting the documentation for your device and/or the online help for both ADE and your device.

However we realise that some devices and software are not supported as well as others, so we try to help as much as possible using the knowledge we have gained from years of experience with ebooks and ereader devices.

Yes, but the text is in the wrong language

Please read our help article for this error.

Yes, but it shows the wrong ebook

Please read our help article for this error.

Yes, but the the cover image is different to what I expected

Please read our help article for this error.

Yes, but the ebook isn't displaying properly

There are two possible issues. Either there is an error in the ebook file supplied to us by the publisher, or there is an error in Adobe Digital Editions. Please complete our support form to submit a ticket to our customer support. Please detail exactly what is wrong with how the ebook is displaying, giving specific examples if appropriate, and a screenshot if possible.

Yes, but the next time I try to open it it says "filename too long"

Please right click on the cover image of the book in your library and select "Item Info". Then select the arrow button that will show the file in Explorer.

Explorer will open and the file will be highlighted. Please click once on the file name to edit it. Shorten the filename to a reasonable length (under 20 characters). Please also remove any special characters.

Once you have done this you will need to re-add the book to your library. Right click on the cover image in your library and select "Remove from Library", then "Remove".

Then go to File > Add to Library. Then navigate to the newly renamed file, select it and click 'Open'.

If you still receive the message please complete our support form to submit a ticket to our customer support. Please ensure to quote the error message in full in the support ticket, and the name of the book that is causing the problem.

No, I received an error: Errors were encountered in this item

Please read our help article for this error.

No, I received an error: The original document file is missing!

Please read our help article for this error.

No, I received an error: Unable to Open "Ebook Title"

Please read our help article for this error.

No

Unfortunately this issue is more complicated than can be covered in the troubleshooting. Please complete our support form to submit a ticket to our customer support. Please quote any error message you receive in full.

I don't know

Please open ADE and click on the cover image of the ebook you have just downloaded.

If your ebook opens then congratulations and happy reading.

If it doesn't open then unfortunately this issue is more complicated than can be covered in the troubleshooting. Please complete our support form to submit a ticket to our customer support. Please quote any error message you receive in full.

Yes

Please be aware that once your ereader is connected to your computer you should be able to see a new Bookshelf in your ADE Library named after your ereader.

Yes, but it doesn't show up

If you are using a USB hub this can cause problems with the device being detected by your computer. Please plug your ereader device directly in to your computer's USB port and not via a USB hub.

The other possibility is that your device isn't supported by Adobe Digital Editions. Please check the documentation that came with your reader device. It should state what software it is compatible with. If not, don't worry, take a look at our reader device guide to check which reader software your device is compatible with.

If this does not resolve the issue please complete our support form to submit a ticket to our customer support. Please quote your e-reader device make and model in your support ticket.

Yes, but I receive an error

Unfortunately this issue is more complicated than can be covered in the troubleshooting. Please complete our support form to submit a ticket to our customer support. Please quote the full error message you are receiving in your support ticket.

No

Please connect your ereader device to your computer using the cable that came with the ereader. Then select the "Yes" answer from the dropdown.

I don't know

If you have a cable sticking out of your device and the other end of the cable is plugged in to your computer then the ereader is connected to your computer.

If there is no cable connecting the two devices then your ereader is not connected to your computer. Please connect them.

Yes

Once your ereader is showing as a bookshelf you can then click and drag ebooks from your library in to the ereader bookshelf to start the transfer.

No

If you are using a USB hub this can cause problems with the device being detected by your computer. Please plug your ereader device directly in to your computer's USB port and not via a USB hub.

The other possibility is that your device isn't supported by Adobe Digital Editions. Please check the documentation that came with your reader device. It should state what software it is compatible with. If not, don't worry, take a look at our reader device guide to check which reader software your device is compatible with.

If this does not resolve the issue please complete our support form to submit a ticket to our customer support. Please quote your e-reader device make and model in your support ticket.

I don't know

When you open Adobe Digital Editions you should see a menu bar on the left hand side that displays your bookshelves and / or devices. Your ereader should be listed here.

If it is listed here then it is connected correctly, please proceed to the next step.

If it is not listed here then it is not showing correctly. Unfortunately this issue is more complicated than can be covered in the troubleshooting. Please complete our support form to submit a ticket to our customer support.

Yes

Once you have transferred the books safely disconnect your ereader from you computer and open your ebook in your ereader.

No, it says CE_COPY_NOT_ALLOWED

Please read our help article for this error.

No, it says E_IO_WRITE

Please read our help article for this error.

No

Unfortunately this issue is more complicated than can be covered in the troubleshooting. Please complete our support form to submit a ticket to our customer support.

I don't know

Make sure you are viewing your library in ADE and can see the device listed on the left hand side. Click on the ebook you want to transfer to highlight it. Then click and hold down the mouse button on the cover and drag it on to your device and then release the mouse button.

If the ebook begins transferring to your device and completes successfully then you have successfully transferred the ebook.

If you get an error message then there is an issue. Unfortunately this issue is more complicated than can be covered in the troubleshooting. Please complete our support form to submit a ticket to our customer support.

Yes

Congratulations! I'm glad we were able to resolve the issue. If for some reason we have not managed to address your issue, please check our FAQ, or if that does not help, please complete our support form to submit a ticket to our customer support.

No, it says PAGE ERROR (Sony Reader)

Please read our help article for this error.

No, it says Protected Page error (Sony Reader)

Please read our help article for this error.

No, it says sorry, unable to open this book (Nook)

Please read our help article for this error.

No, it says "User not activated" (Nook)

Please read our help article for this error.

No, it says can’t open the book (PocketBook)

Please read our help article for this error. The article is about a NOOK error, but it is the exact same issue with the exact same solution.

No, it says "Content locked" (Kobo)

Please read our help article for this error.

No, I received an error that is not listed in these options

Unfortunately this issue is more complicated than can be covered in the troubleshooting. Please complete our support form to submit a ticket to our customer support. Please quote the make and model of your ereader and the exact text of the error message you are receiving.

Yes, but the ebook has display issues

Unfortunately this issue is more complicated than can be covered in the troubleshooting. Please complete our support form to submit a ticket to our customer support. Please quote the make and model of your ereader and the nature of the display issues. Please also state which ebooks in your account you are experiencing the problem with.