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I doubt using the coupon code matters, but any information can be useful, I suppose.
I am pretty sure it's not a problem on the customer's end in these cases - especially when it's people who've successfully downloaded and opened DRM-protected epub books on their computer before, so they do know what they're doing. In my experience such glitches seem to sort themselves out on their own after a while, but it's always possible there's actually something technically wrong with the file, so when it's been this long, it's definitely worth pursuing with them.
Good luck.
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