If you didn't receive an email reply to your order, you probably typed your email address incorrectly or you used an AOL address (we told you not to) or your hotmail account filed our reply in your junk mail folder. If you received an email but it told you to contact Sales for a username and password, this is because something is suspicious or missing from your order. Did you select "International" even though you live in the UK? Did you type a false phone number or did you type two phone numbers together or type a strange character in the middle? Please contact us with the correct details.
If you are having technical problems downloading or opening an eBook file you will find suggestions on the FAQ page. However, since some people find them hard to understand, here follows a specific list of instructions on what to do. Please carry out these instructions in the order listed.
(It is assumed that you already followed our instructions to do a test download before you placed your order).
1. Click on the download page link that you received in your email order confirmation. If you see an error message with "502" this means your browser or ISP is blocking you. Try a different browser such as "Firefox". If that doesn't help, jump to (6). If you see an error message with "503" this means that your payment was not trusted and you've been blocked while we investigate.
2. Once you reach the download page you'll see a dialog box asking for username and password. Enter these exactly as supplied. You are allowed several attempts but if you enter the details incorrectly too many times your access will be blocked. If this happens, please contact us using the eBook form (not the sales form that you used to get this message).
3. Once the username and password have been entered correctly you will see the download page. Dependent on your browser and operating system, you should now 'right click' (or 'ctrl click' if you are a Mac user) on the download button and choose the appropriate download option. Be sure to select the download destination - for example the "Documents" folder on your Hard drive. The file should download to your Hard Drive. Make a note of the downloaded file size. If it is less than it ought to be, the file has been corrupted. You will not be able to read it and your computer could crash if you try.
4. If you are unable to download the complete file, try simply clicking on the download button (not 'right clicking') so that Adobe Reader launches and loads the file directly. If this is successful, click the 'floppy disc' icon and save the file to your Hard Drive.
5. If you are still unsuccessful, use a different browser. Internet Explorer and its AOL counterpart are known to give problems more often than "Firefox". repeat step 3 (then 4 if necessary) with the new browser. Occasionally I.E. will work where Firefox will not!
6. If none of the above works, please try again from a different computer on a different network or phone line. This could be an IP address problem or a network problem so it's best to eliminate those possibilities.
7. You may at any time use the eBook email form to ask us to check your download link and make sure the server file copy is OK. You must include your download link, username and password, as well as your "Keep-me" order number and other details requested in the form. Please also paste a copy of the above points 1 - 6 and add your results after each point. This type of feedback can help us to diagnose the cause of your problem.
You may also request that we email the eBook file to you. Please ensure that you have at least 2Mb free in your email server inbasket and include the information as above. Make sure you give the correct email address and include an alternative in case the first bounces our reply.
If you ordered the WRONG eBook, please order the correct one then send us a Cancellation message for the first order.
If you are asking for a refund, please confirm that you have followed all the steps presented above. We never refuse a refund but it would be a shame for you to miss out since you obviously wanted the eBook. Each month we get a couple of people who can't download simply because they didn't bother to read the instructions carefully and follow all of the suggestions.
If you have NOT received an AUTOMATED reply to your order then you probably mistyped your email address or used an email address that was not working or you have blocked our replies. This is not unusual for people who don't know how their email system works and for AOL and HOTMAIL which frequently trashes our replies. Please check in your junk mail folder to see if our messages have been put there by mistake then write to us to give an alternative email address (not AOL or Hotmail).
If you HAVE received an automated reply please read it carefully. You should have received a 'Keep-me' message which contains your download link(s), username and password. Please use the link(s) to access the download page(s) where you can enter your username and password to download your Electronic Book(s).
If you chose to pay by any means other than credit card, the download page, username and password will not be issued until your payment has been received and cleared by us. (If you want your eBook NOW, simply send us an order cancellation message, from our email form, and re-order using your credit card instead).
If you were expecting a printed and bound book to turn up in the post you will be disappointed. An 'Electronic book for download' is exactly that. You have to download it. This is explained in various places in our on-line catalogue.
It is our policy not to phone customers. Using email is far more efficient than phone because we can handle it without interrupting another job; we can see the exact spelling of names, addresses and numbers; we have a record of precisely what we (and you) have discussed.
If you are asking for a refund please include the statement "I have erased all copies of the eBook named above".
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