* How do I submit a request?
* The ebook I want to request is not coming up in the search, where is it?
* I was granted access to less ebooks than I originally requested. Why?
* I want to request more than 3 ebooks. How can I do this?
* After I request an einspection/ereview how long until access is approved?
* Once the ebook is in my Digital Comps bookshelf how long does access last?
* Once I am finished how do I submit my feedback/review/purchase recommendation?
* My access has expired, can I get an extension?
* I can read the ebook online, but there is no download button, how do I gain download access?
* How much printing or copying can I do?
* I received a promotion code but delayed redeeming it. I've just tried and now it isn't working, what do I do?
* I've tried downloading a couple of times and it's not working. Now when I go to download it says: "Download Error. Sorry, but you can only download this format 3 times". What do I do?
* I am having trouble downloading, can you help?
* I tried opening the ebook in the online reader and got an error code, what do I do now?

* How do I submit a request?

Please see our help article covering the request process.
Back to top

* The ebook I want to request is not coming up in the search, where is it?

If you are searching by title please first check you have not mistyped. Otherwise, a more reliable search term is the ISBN. you can search by print ISBN or ebook ISBN and either should work.

If you still cannot find the correct book no matter what search term you use, it is possible that the publisher has decided not to make that book available for Digital Comps for a variety of reasons.

If you feel this is not the case then the most likely explanation is the publisher has not supplied the ebook file yet (or there was an issue when processing it). In these instances it is best to contact the publisher directly to request they make the ebook available to find the contact details for the publisher please click the "contact" link at the bottom of the page on the Digital Comps website.
Back to top

* I was granted access to less ebooks than I originally requested. Why?

A request can contain a maximum of 3 ebooks. Normally you will be granted access to all three. But when the publisher reviews your request if they feel you have requested an ebook that is not relevant to your course (or publication) then they may not grant access for that particular book. If this happens you could contact the publisher to explain why the ebook is relevant and request they add it to your bookshelf, or the way you will more quickly receive a response is to resubmit the request for the missing ebook, but on the final screen before you submit the request, make sure you use the "Comments / Special Requests" text box to articulate why the ebook is relevant and why the request should be approved.
Back to top

* I want to request more than 3 ebooks. How can I do this?

The digital comps system is based off of traditional paper request systems where a limit of 3 books were allowed. However, if you really need to request more ebooks, you can simply submit a second request containing the additional ebooks. If you do this it is recommended that you use the "Comments / Special Requests" textbox to let the publishers know why all the ebooks are relevant/needed and it will increase your chances of the requests being approved.
Back to top

* After I request an einspection/ereview how long until access is approved?

This depends on how actively the publisher uses the Digital Comps system. You may receive a response within 24 hours, or it may take a week. Once the publisher reviews and approves your request you will receive an email notifying you and a link to log in to your Digital Comps bookshelf.

In some cases publishers have activated a feature where einspection requests made from institution email addresses are given "VIP" status, which means the request is automatically approved. If this is the case as soon as you finish making a request you will be presented with a link to log in to your Digital Comps bookshelf immediately. So it always pays to make your request with your institution email address.
Back to top

* Once the ebook is in my Digital Comps bookshelf how long does access last?

This can vary. Length of access is set by the publisher. To check how long you have left on an ebook simply log in to your Digital Comps bookshelf and click on the cover image of the ebook. Then on the right hand side of the screen you will see "Review Time Remaining" with the intial number of days on the right and the remaining days on the left.
If you do not see this then it means you have perpetual access (you access will not expire). But this is normally only used for contributor/author copies.
Back to top

* Once I am finished how do I submit my feedback/review/purchase recommendation?

To submit your feedback and/or purchase recommendation (einspection), or your review (ereview) simply log in to your Digital Comps bookshelf and click on the cover image of the ebook. Then on the right hand side of the screen you will see the relevant link:

• For an einspection feedback submission click on "Submit feedback"
• For a purchase recommendation submission click on "Submit a purchase recommendation"
• For a review submission click on "Submit a review"

We strongly recommend taking the time to submit the relevant feedback. This information is an important part of why publishers provide this service. And users with previously submitted feedback are more likely to have their future requests approved.
Back to top

* My access has expired, can I get an extension?

You can request an extension (which then must be approved by the publisher) by simply logging in to your Digital Comps bookshelf and clicking on the "All Books" radio button near the centre of the screen.
Then click on the cover image of the ebook. Then on the right hand side of the screen you will see "Submit a request for a review extension". Click on this, then enter any comments you want to make regarding your extension request, then click "Submit Request".

Please note that if you chose to download your ebook, even if an extension is granted the expired ebook will no longer open. The extension means you can log back in to your bookshelf and download the ebook again. This will mean losing any annotations (notes, bookmarks, highlights) in the expired ebook.
Back to top

* I can read the ebook online, but there is no download button, how do I gain download access?

Download access is given by the publisher. If the download button is missing it is normally publisher policy to only grant online access to Digital Comps.
If you really need download access for accessibility reasons you can request it from the publisher. The best way to do so is to click the "contact" link at the bottom of the page on the Digital Comps website.
Back to top

* How much printing or copying can I do?

The DRM (Digital Rights Management) settings are set by the publisher. The online reader and the downloads can have different restrictions on copying or printing.

To check your allowances for an ebook simply log in to your Digital Comps bookshelf and click on the cover of the ebook, then on the right hand side, click on the "Show print & copy permission" link to see the settings for this publisher.
Back to top

* I received a promotion code but delayed redeeming it. I've just tried and now it isn't working, what do I do?

Promotion codes can expire. So if you leave it too long this could be the case. The best thing to do is to contact eBooks.com customer support. Give us the code, the publisher name and the title of the ebook. We will check the status of the promotion.
If it has expired then we are unable to reactivate it. The best thing to do would be to either submit a request, or contact the publisher directly by clicking the "contact" link at the bottom of the page on the Digital Comps website.
Back to top

* I've tried downloading a couple of times and it's not working. Now when I go to download it says: "Download Error. Sorry, but you can only download this format 3 times". What do I do?

We limit downloading to 3 times per ebook format (PDF or EPUB) to prevent abuse of the system. Unfortunately if you click the download button and download the URL_Link.acsm file to you computer but then fail to download the ebook the system will still count this as a download.

The first thing we need to do is restore your download limit. To do that you can contact the publisher directly, or eBooks.com customer support. If you give us the email address you registered with on Digital Comps and the publisher name we can reset the downloads on your account.

However this won't fix whatever issue caused the prior failed download attempts. If you can provide a description of what is going wrong (and at what step), and include a screenshot, or the full and accurate text of any error message received we will then be able to solve the issue.

Or you can search within this help centre system which contains the solutions for the most commonly experienced technical issues. A lot of the articles will be addressing eBooks.com customers, but the same solutions apply to Digital Comps users (just think "Digital Comps account" wherever you see "eBooks.com account"). Our Troubleshooter is a good place to start.
Back to top

* I am having trouble downloading, can you help?

Our first suggestion is always to search within this help centre system which contains the solutions for the most commonly experienced technical issues. A lot of the articles will be addressing eBooks.com customers, but the same solutions apply to Digital Comps users (just think "Digital Comps account" wherever you see "eBooks.com account"). Our Troubleshooter is also a good place to start.

If you can't find what you need please contact our eBooks.com customer support. Please ensure to supply us with your Digital Comps username (email), the publisher's name, the title of the affected ebook, a description of what is going wrong (and at what step), and include a screenshot, or the full and accurate text of any error message received we will then be able to solve the issue.
Back to top

* I tried opening the ebook in the online reader and got an error code, what do I do now?

The online reader converts the ebook to the online reader format only when the first user requests it. Normally the conversion happens so fast the user doesn't notice, but occasionally (which extremely large or image heavy ebooks) it can take longer than expected and an error is shown. Please close the online reader, the conversion may still be going on in the background. Then try again in 10-15 minutes. If you still experience the error then it may be a more technical issue. Please contact our eBooks.com customer support. Please ensure to supply us with your Digital Comps username (email), the publisher's name, the title of the affected ebook, and a screenshot of the error message screen from the online reader, or the full and accurate text of the error message received and we will then be able to solve the issue.
Back to top