Frequently Asked Questions for downloads

After your download purchase is complete you will receive an email that contains the download link. Your downloadable files are also available on your account page, which can be accessed from the main menu from the store where you made your purchase. 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.

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.

I’ve downloaded my file, how do I use it?

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.

Do you have a wireless, satellite or dial-up connection?

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.

My download won’t complete. What can I do?

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.

I get an error message when I try to unzip my download.

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.

How do I uncompress my .zip download?

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.

I can’t find my download.

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.

 

I’ve read all the FAQ and I’m still having problems.

If you are still having issues with your download please use the special contact form below.

Download issue contact form

Download issue contact form

Please provide as many of the following answers that are relevant to your situation. The more info we have, the quicker and more effectively we can help you.

A reliable internet connection is vital for downloading large files.
If you are unsure about your connection, you can check with your ISP (internet service provider) what your connection type is. Here is a little info about the common types.
xDSL - There are many version of DSL. The most common being ADSL, SHDSL and VDSL. In most cases this is "broadband" delivered over the copper telephone network.
Cable - This type of connection is shared between many users and, as such, available speeds are often highly dependant on the number of users on at that time and their demands on the system.
Satellite - This type of service is notoriously problematic due to atmospheric conditions like rain and storms that interrupt the signal and can be the source of many issues including poor speeds and bad connection stability.
Mobile Network - This type of connection is sometime called "wireless broadband" or "mobile broadband". It uses the same network that 3G and 4G mobile phones us and varies greatly between providers, locations, times of the day and the hardware used to connect. If you use a "dongle" or other "wireless" modem to connect and the signal strength is not excellent then drop outs are possible. Congestion is a frequent issue. Even if the dropout is only momentary (you may not notice it while browsing the net), this can cause downloads that are in progress to stop or corrupt.
Fibre - This is a high performance network. If you aren't sure, you probably don't have this service!
You should specify Download Mb/s, Upload Mb/s and Ping in ms. Please ensure connection speeds are given in the standard format of Mb/s(also written as Mbps) NOT MB/s! MB/s is megabytes per second. Mb/s is megabits per second. Please ensure you use a speed test service to gives a result in the standard.
Drop a file here or click to upload Choose File
Maximum upload size: 134.22MB