Purchased book not in library (Kobo touch)

kismetangel · 05-14-2012, 11:46 PM

I purchased a book that did not show up in my library, or my purchase history. I thought that maybe the purchase did not go through, so I tried to re order the book, but it states book is already in my library. I have logged out and logged back in, did a soft re-set..Nothing..I did get a receipt from Kobo thanking me for my purchase, but no book....I emailed Customer care, but I know how LONG they take to respond/fix issues. I was wondering if this has happend to anyone else? Any ideas??? Thanks

nogle · 05-15-2012, 09:11 AM

Quote:

Originally Posted by kismetangel

I purchased a book that did not show up in my library, or my purchase history. I thought that maybe the purchase did not go through, so I tried to re order the book, but it states book is already in my library. I have logged out and logged back in, did a soft re-set..Nothing..I did get a receipt from Kobo thanking me for my purchase, but no book....I emailed Customer care, but I know how LONG they take to respond/fix issues. I was wondering if this has happend to anyone else? Any ideas??? Thanks

Customer service is much faster if you phone. They can determine while you are on teh phone if the book/download is broken. And, if you explain up front which steps you have already taken, they won't make you repeat them.

shannont · 05-17-2012, 02:10 PM

Check your trash bin in your account.

I purchased a book once but couldn't find it. Turns out it was in my trash bin as I moved out of my library. You'll have to do this on a computer though.

Orn8one · 05-17-2012, 06:20 PM

Look at my threads about the same issue. It took me weeks to get two books back. Good luck.

Canuck_in_Japan · 05-19-2012, 10:08 AM

I had a similar issue. Was able to solve it following these instructions from Kobo.

Quote:

In order to access a purchased eBook, the eBook needs to be on your I'M READING page. Please follow these steps to get the book back on your I'M READING page and into your account:

1. Go to the Kobo website (www.kobo.com) on your computer.
2. Sign into your Kobo account.
3. Search for the eBook in question (as though you are going to purchase it).
4. Go to the eBook page and press the Get a Preview button right below the cover image.
5. This will re-add the eBook to your I'M READING page and you will be able to read the eBook again!

Orn8one · 05-26-2012, 09:18 AM

I did the above and got into all sorts of problems as the book was on Kobo.com twice and I managed to purchase it twice. They wouldn't refund as the original one had disappeared from my kobo cloud library. I had to forward the original receipt etc, tier 2 etc, refund eventually. The search on Kobo.com is so bad you can't be sure a book isn't listed twice.

05-14-2012, 11:46 PM	#1
kismetangel Junior Member Posts: 1 Karma: 10 Join Date: May 2012 Device: Kobo Touch	Purchased book not in library (Kobo touch) I purchased a book that did not show up in my library, or my purchase history. I thought that maybe the purchase did not go through, so I tried to re order the book, but it states book is already in my library. I have logged out and logged back in, did a soft re-set..Nothing..I did get a receipt from Kobo thanking me for my purchase, but no book....I emailed Customer care, but I know how LONG they take to respond/fix issues. I was wondering if this has happend to anyone else? Any ideas??? Thanks

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05-17-2012, 02:10 PM	#3
shannont Connoisseur Posts: 60 Karma: 288 Join Date: May 2010 Device: Kobo Touch, retired Sony PR300	Check your trash bin in your account. I purchased a book once but couldn't find it. Turns out it was in my trash bin as I moved out of my library. You'll have to do this on a computer though.

05-17-2012, 06:20 PM	#4
Orn8one Groupie Posts: 176 Karma: 8362 Join Date: Jan 2010 Location: Northamptonshire UK Device: Kobo Touch, Sony 650 and Cool-er	Look at my threads about the same issue. It took me weeks to get two books back. Good luck.

05-26-2012, 09:18 AM	#6
Orn8one Groupie Posts: 176 Karma: 8362 Join Date: Jan 2010 Location: Northamptonshire UK Device: Kobo Touch, Sony 650 and Cool-er	I did the above and got into all sorts of problems as the book was on Kobo.com twice and I managed to purchase it twice. They wouldn't refund as the original one had disappeared from my kobo cloud library. I had to forward the original receipt etc, tier 2 etc, refund eventually. The search on Kobo.com is so bad you can't be sure a book isn't listed twice.

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