Get help where you need it.

Browse our support base to find answers to common questions.

Redemption/Promotion Codes

I scratched off my code and can't read it. What should I do?

No problem, send an email to, and we will have you downloading your ebook in no time.

I entered my code and was told it was 'not valid' or 'already redeemed'. What can I do?

Please contact our customer support department by sending an email to, and we will be happy to help.

Downloading ebooks

I have an ebook card! Where do I go to download it?

That's great! Go to or simply click on the 'redeem' link in the top right corner of this page. Enter your email address and your redemption code found on the back of your ebook card to start the download process.

What does 'side-load' mean?

Some devices require you to connect your reader device to your laptop or computer to download your file. The ebook file is then transferred, or 'side-loaded' onto your device. Some devices need special software to do this. Check the download instructions page and select your device for more info.

What does 'direct download' mean?

Some devices that have internet capabilities, such as tablets or smartphones can be used to download ebook files using that device directly. This can be a very easy way to get your book. From your device, browse to directly to redeem your ebook.

I downloaded my ebook but I can't find it. Where did it go?

Often files will auto save in the 'downloads' folder whether downloading directly to your device or via computer. That is the first place to look. You can then move or save the ebook file to your reader app to access your book. If you can't find where it went you can always sign in to your 'my books' account to re-download your book at any time.

Will my ebook show up in my Kobo, Kindle or iBooks library on my device?

Once the ebook is downloaded to your device and your device has processed the new content, you should see it in your device library.

I've downloaded an ebook, but I am having problems opening it on my computer or device.

There are a few common issues that may prevent you from opening your ebook.

  • You may have downloaded the wrong ebook file by selecting the wrong device or app. For example, If you own a Kindle or use the Kindle App, you will need a .mobi file type. All other devices and apps require an .epub file. If this has happened, simply sign in to your 'My Books' account and re-download the ebook. You can then re-select the proper device and you'll be reading in no time.
  • Another issue is downloading to a device without a ereader application installed. Please make sure that an ereader app has been installed on your device prior to redemption.
  • Check to see that you have the latest version installed of your reader application. For example, if you use iBooks, go to the App Store and download the most recent version of the iBooks app. Quite often this can solve the issue.

I don't see my device listed. What should I select?

For every device type you can select 'Other'. This will display generic instructions on how to download and access your ebook.

My ebook doesn't look quite right on my device. What's wrong?

The easiest thing to do is check to see that you have the most recent version of your reader software app installed on your device. If this doesn't solve the problem, please contact us at


What reading devices do you currently support?

This ebook can be downloaded to virtually all ereaders, tablets, smart phones, and even your computer. Every device is a little bit different and we have download instructions to help guide you.

Note: Some books contain enhanced content that may include video, audio, animation, or other interactive materials. These books may require certain software and can only be viewed on devices that support that type of content.

Do I need special software to read an ebook?

Most devices require an ereader app to read your book. There are numerous apps to choose from and some may work better for your particular device. Look for your device on our download instructions page and you'll find recommended apps and helpful info.

Note: Some books contain enhanced content that requires the use of specific or updated versions of software. When downloading any of these books, a message will be displayed to explain exactly what you need to view your book.

What is a fixed format book?

These books are best viewed on a tablet reader device, as content may not view as expected on non-tablet e-ink reader devices. With these books you can zoom in to view a page close up, however you can not change the text size or font or the background color and you will have to pan around to see the page.

A fixed format is typically used in ebooks when the layout and design of the book is an important part of the content, making it perfect for illustrated and photo rich books such as cookbooks, travel books, photography books, and particularly children's books.

My account

Can I re-download my ebook to another device?

You bet! That's the beauty of the our system. When you first downloaded a book, we automatically created an account for you and sent you an email with your sign in information. Sign in to your My Books account, browse for your book, select your new device type and download your book.

Can I return a book for a refund?

Unfortunately we do not offer refunds at point of sale or on our website.

Why do you ask for my email address?

Your email address is your username for your 'My Books' account. The first time you download an ebook we automatically set up an account for you and send you an email with your password.
With your new account you can do lots of great things including:

  • access your 'My Books' library to download previously redeemed or purchased ebooks
  • redeem ebook cards
  • purchase new ebooks

Your email is safe with us and we will not share it with any third parties. We promise!

I can't remember my password, can I change or reset it?

Too many to remember? No problem, we've all been there. Go to the home page and click on the sign in link at the top right. Click on the forgot your password link and we'll email you a fresh one. Then sign in to your account to change it to something you will remember.