a Problem with a Kobo book purchase

crich70 · 08-13-2014, 04:31 PM

I'm having a problem with a Kobo book. I bought one this afternoon, I got the receipt via email and the amount is showing as a pending deduction from my bank account, but although it shows up in my purchase history it doesn't show in my library and when I try to download it I get a webpage with the address header of :
http://ebook.lightningsource.com/Messages/RetailerNotAuthorized.htm below which there is a message that reads:
The requested eBook title cannot be downloaded at this time due to difficulty in communicating with the retail site. Please try again later. There was no message on the page the book was offered on that there was any geo restriction i.e. no message that 'this book is not available in your country' or anything. Has this happened to anyone else here? I have sent Kobo an email inquiry about the problem. Just wondering if anyone else has had this happen.

DiapDealer · 08-13-2014, 04:53 PM

Quote:

but although it shows up in my purchase history it doesn't show in my library and when I try to download it I get a webpage with the address header of :

If it doesn't show in your library, how are are you going about trying to download it in the first place?

AnemicOak · 08-13-2014, 05:12 PM

Yes, confusing. If not from the library where did the download link come from (never heard of Kobo using Ingram/LightningSource before either, they have their own content servers).

anesthezea · 08-13-2014, 05:18 PM

Is there a checkbox next to the book under library/purchases? I think you can select it and then hit bookmark and it will show up in your library.

crich70 · 08-13-2014, 05:54 PM

It did show up under my purchase history and now it shows up under library as well but I still can't download it.

DiapDealer · 08-13-2014, 06:15 PM

I've only ever bought Kobo books directly from the Kobo bookstore, so I'm not certain what kind of third-party process you went through to buy yours, but ...

Quote:

now it shows up under library as well but I still can't download it.

You get the same type error trying to download it, or there is no apparent way TO download it from your library?

If it shows in your Kobo Library, but there is no "Adobe DRM EPUB" download button ... then chances are, it's a book that's only available in their kepub format. Which means you can't download it as a standalone epub file (nor can you download the acsm file to fulfill such a book). You must use a Kobo device or a Kobo reading app to be able to get/read the book.

And no... they don't explicitly tell you before buying when it's only available as a kepub. It's been a point of contention with many Kobo customers for a while now.

crich70 · 08-13-2014, 06:22 PM

There is an adobe drm pdf button and I did buy it from the main Kobo store. I didn't know it was in pdf format before buying either. Though I've never had any trouble downloading pdf files that are adobe files before either. They have them all the time through the monthly deal at the University of Chicago Press.

DiapDealer · 08-13-2014, 06:29 PM

I'd suggest just waiting a bit. I've never had that sort of trouble with Kobo, but that's the exact same kind of trouble that caused me to stop buying from B&N: downloads not being immediately available (page errors... download button not available ... blah, blah, blah). Sometimes I had to wait almost 24 hours before I could download a stand-alone file from them (even though it was immediately available if I wanted to access it through the Nook app).

Hopefully it turns out OK for you.

crich70 · 08-13-2014, 07:07 PM

Quote:

Originally Posted by DiapDealer

I'd suggest just waiting a bit. I've never had that sort of trouble with Kobo, but that's the exact same kind of trouble that caused me to stop buying from B&N: downloads not being immediately available (page errors... download button not available ... blah, blah, blah). Sometimes I had to wait almost 24 hours before I could download a stand-alone file from them (even though it was immediately available if I wanted to access it through the Nook app).

Hopefully it turns out OK for you.

Thanks. I hope so too. I've read the book in paper and just wanted to be able to get a copy in ebook. It's "longitude" by Dava Sobel. Michael Gambon starred in the A&E movie based on it. He played John Harrison who built the 1st (working) marine chronometer.

DiapDealer · 08-13-2014, 07:11 PM

Probably wouldn't hurt to keep updating Kobo with the fact that you still can't access it. May make it easier come refund time if the situation never straightens itself out.

PeterT · 08-13-2014, 07:21 PM

When I search on that book I get the following weirdness:

No list of valid devices
No ability to download a preview
No synopsis

pidgeon92 · 08-13-2014, 08:43 PM

Somebody mentioned in another thread that they had good luck using this customer service number with a download issue:

1-800-368-5390

shalym · 08-14-2014, 09:26 AM

Quote:

Originally Posted by PeterT

When I search on that book I get the following weirdness:

No list of valid devices
No ability to download a preview
No synopsis

Weird. Maybe because you're in Canada? Is this the link that you're going to for it? http://store.kobobooks.com/en-US/ebo...ime#readThisOn

This is what I see:

Quote:

Read This On

DESKTOP
eREADERS
TABLETS
IOS
ANDROID
BLACKBERRY
WINDOWS

When I add the preview to my library, it shows as

Quote:

Download options: Adobe DRM EPUB

Shari

PeterT · 08-14-2014, 09:55 AM

I was looking at http://store.kobobooks.com/en-US/ebook/longitude-1 your link says not available in Canada.

shalym · 08-14-2014, 10:04 AM

Interesting. Crich, which one is the one you purchased? Are you still having an issue?

Shari

08-13-2014, 04:31 PM	#1
crich70 Grand Sorcerer Posts: 11,310 Karma: 43993832 Join Date: Feb 2010 Location: Monroe Wisconsin Device: K3, Kindle Paperwhite, Calibre, and Mobipocket for Pc (netbook)	a Problem with a Kobo book purchase I'm having a problem with a Kobo book. I bought one this afternoon, I got the receipt via email and the amount is showing as a pending deduction from my bank account, but although it shows up in my purchase history it doesn't show in my library and when I try to download it I get a webpage with the address header of : http://ebook.lightningsource.com/Messages/RetailerNotAuthorized.htm below which there is a message that reads: The requested eBook title cannot be downloaded at this time due to difficulty in communicating with the retail site. Please try again later. There was no message on the page the book was offered on that there was any geo restriction i.e. no message that 'this book is not available in your country' or anything. Has this happened to anyone else here? I have sent Kobo an email inquiry about the problem. Just wondering if anyone else has had this happen.

08-13-2014, 07:21 PM	#11
PeterT Grand Sorcerer Posts: 13,693 Karma: 79983758 Join Date: Nov 2007 Location: Toronto Device: Libra H2O, Libra Colour	When I search on that book I get the following weirdness: No list of valid devices No ability to download a preview No synopsis

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08-13-2014, 05:12 PM	#3
AnemicOak Bookaholic Posts: 14,391 Karma: 54969924 Join Date: Oct 2007 Location: Minnesota Device: iPad Mini 4, AuraHD, iPhone XR +	Yes, confusing. If not from the library where did the download link come from (never heard of Kobo using Ingram/LightningSource before either, they have their own content servers).

08-13-2014, 05:18 PM	#4
anesthezea Groupie Posts: 167 Karma: 2627964 Join Date: Aug 2010 Location: Alabama, USA Device: Kobo Libra 2, Kobo Clara 2e, Kobo Libra Colour, Kindle Paperwhite	Is there a checkbox next to the book under library/purchases? I think you can select it and then hit bookmark and it will show up in your library.

08-13-2014, 05:54 PM	#5
crich70 Grand Sorcerer Posts: 11,310 Karma: 43993832 Join Date: Feb 2010 Location: Monroe Wisconsin Device: K3, Kindle Paperwhite, Calibre, and Mobipocket for Pc (netbook)	It did show up under my purchase history and now it shows up under library as well but I still can't download it.

08-13-2014, 06:22 PM	#7
crich70 Grand Sorcerer Posts: 11,310 Karma: 43993832 Join Date: Feb 2010 Location: Monroe Wisconsin Device: K3, Kindle Paperwhite, Calibre, and Mobipocket for Pc (netbook)	There is an adobe drm pdf button and I did buy it from the main Kobo store. I didn't know it was in pdf format before buying either. Though I've never had any trouble downloading pdf files that are adobe files before either. They have them all the time through the monthly deal at the University of Chicago Press.

08-13-2014, 06:29 PM	#8
DiapDealer Grand Sorcerer Posts: 28,880 Karma: 207000000 Join Date: Jan 2010 Device: Nexus 7, Kindle Fire HD	I'd suggest just waiting a bit. I've never had that sort of trouble with Kobo, but that's the exact same kind of trouble that caused me to stop buying from B&N: downloads not being immediately available (page errors... download button not available ... blah, blah, blah). Sometimes I had to wait almost 24 hours before I could download a stand-alone file from them (even though it was immediately available if I wanted to access it through the Nook app). Hopefully it turns out OK for you.

08-13-2014, 07:11 PM	#10
DiapDealer Grand Sorcerer Posts: 28,880 Karma: 207000000 Join Date: Jan 2010 Device: Nexus 7, Kindle Fire HD	Probably wouldn't hurt to keep updating Kobo with the fact that you still can't access it. May make it easier come refund time if the situation never straightens itself out.

08-13-2014, 08:43 PM	#12
pidgeon92 Wizard Posts: 3,144 Karma: 8426142 Join Date: Jun 2008 Location: Chicago, IL Device: Kindle PW2, Kindle Voyage, Kindle DXG, Boox M90, Kobo Aura HD	Somebody mentioned in another thread that they had good luck using this customer service number with a download issue: 1-800-368-5390

08-14-2014, 09:55 AM	#14
PeterT Grand Sorcerer Posts: 13,693 Karma: 79983758 Join Date: Nov 2007 Location: Toronto Device: Libra H2O, Libra Colour	I was looking at http://store.kobobooks.com/en-US/ebook/longitude-1 your link says not available in Canada.

08-14-2014, 10:04 AM	#15
shalym Wizard Posts: 3,068 Karma: 54671821 Join Date: Feb 2012 Location: New England Device: PW 1, 2, 3, Voyage, Oasis 2 & 3, Fires, Aura HD, iPad	Interesting. Crich, which one is the one you purchased? Are you still having an issue? Shari