Why can’t I access or open my eBook?

If you are having trouble accessing or opening your eBook, the solution depends on how your eBook is delivered.

Issues with VitalSource eBooks

Common solutions:

• Make sure you have redeemed your access code
• Log in to your VitalSource account
• Open your eBook in the Bookshelf app

Still can’t find your eBook?

• Check your order confirmation email for the access code
• Check your spam/junk folder
• Verify the code was entered correctly

Issues with DRM-free eBooks (PDF, EPUB, EPUB3)

If your eBook won’t open:

• Ensure your device supports the file format
• Use a compatible reading application (PDF or EPUB reader)
• Check your app/software support page

Why can’t I download my eBook?

Common reasons include:

• Unstable or slow internet connection
• Large file size
• Device or format compatibility issues

Download link not available

If your eBook is not available within 24 hours of purchase, contact support and include:

• Your name
• eBook title or ISBN
• Order number (starts with “e”)
• Email address used for purchase

Contacting support for technical issues

If the problem persists, please provide:

• eBook title or ISBN
• Order number
• Description of the issue
• Error message (if any)
• Device, software, and operating system
• Screenshot (if possible)

Additional notes

• DRM-free eBooks can be downloaded multiple times within the 24-month access period
• Downloaded files are watermarked but DRM-free
• eBooks are non-refundable once downloaded