Kobo Books Customer Service Issues

I'm experiencing difficulty downloading the complete versions of four Wilbur Smith books from the Kobo store. The books in question are Blue Horizon, A Falcon Flies, Men of Men, and A Sparrow Falls. I have contacted customer service multiple times since late February [redacted] regarding this issue. Despite their attempts, the downloads are incomplete, only around [redacted] pages instead of the expected [redacted] pages for each book. Customer service mentioned it might be an issue with the publisher on the Canadian site but upon speaking with Harper Collins in Toronto, they clarified that these four books were actually published by Zaffre in the UK. I reached out to Zaffre via email in early May, receiving only an automated response. If you are not already aware of this problem, now you are. I seek assistance in re-downloading these four books. Thank you, Steve D. (Please note the billing account email is [redacted]).

Good afternoon, I recently purchased the ebook "The Count of Monte Cristo" by Alexandre Dumas under order #[redacted]. I was under the impression that the book was in European Portuguese, given that I selected Portugal (Europe) as my country and saw that the language was listed as Portuguese. However, upon reading it, I realized it is actually in Brazilian Portuguese. I am not comfortable reading in PT-BR and would like to inquire about the possibility of a refund. Additionally, I would appreciate it if there was a way to distinguish between PT-PT and PT-BR in the book descriptions to avoid this issue in the future. If this is not feasible, I would like to proceed with canceling my Kobo account, as I joined specifically for access to books in European Portuguese as opposed to Brazilian Portuguese. Thank you for your assistance. Best regards, H.B.

I ordered the book "The Veterinary Care of the Horse" from your website on December 2nd, with order number [redacted]. I am quite concerned as the book has not arrived yet, and it is intended as a Christmas gift for my husband. Upon seeking advice from my daughter, she explained that this book is only available as an e-book, something I was not aware of. Unfortunately, I do not own a device to read e-books on, so I am unable to access my order. Being an elderly person, I realize I made an error in my purchase. I am wondering if there is any possibility of receiving a refund since I cannot access the e-book. I apologize for any inconvenience caused and sincerely hope you can assist me. Thank you. Sue T.

Hello, I have been struggling for hours to update my Kobo Glow without success. Although my Kobo, which is supposed to glow, has never actually glowed, I was able to connect it to my Wi-Fi in the past. Now, though it shows it's connected, I keep receiving an error message preventing any updates. I am frustrated as a 60-year-old who heavily relies on my books. I downloaded the app on my laptop, but now I can't access my Kobo reader anymore. It's been a time-consuming process to seek help. Can someone please assist me with this issue? Thank you.

I contacted your customer service to inquire about purchasing a French book while residing in Paraguay. I followed their advice to buy it in France, leading me to create a secondary account with a fake address but a correct email. After this workaround, I successfully obtained the book. Subsequently, I purchased another book in English but encountered an issue - it does not appear on my Aurora Reader despite multiple attempts to refresh the page. Over the last two days, I have sought assistance, but the responses have been generic, asking me to reply to emails that do not address my initial concerns. I am frustrated with the lack of personalized support. I am hoping for a genuine conversation with a representative from KOBO to resolve this matter promptly.

Hello, I placed an order for the e-book "The Light Within" by Grace Draven with Receipt Number [redacted]57 on 6.4.20. Subsequently, on 7.4.20, I purchased two more e-books from you: - "Sunday's Child" by Grace Draven, Receipt Number [redacted], for $3.99 - "In the Darkest Midnight" by Grace Draven, Receipt Number [redacted], for $3.99. I have successfully received these three books and received confirmation emails from Kobo. However, I am encountering an issue when trying to order more e-books as an error message appears at the last minute of the transaction process stating that "something went wrong." Additionally, my financial institution records show multiple unauthorized charges by Kobo totaling $32.50 since 7.4.20. These transactions, some of which seem duplicated, have been put on hold until 19.4.20. I kindly request that you refrain from billing me for books I did not order or receive. I am also seeking assistance in resolving the issue preventing me from making new e-book purchases smoothly. As a loyal customer, I would greatly appreciate your help. Thank you, Chris Birkett

I attempted to purchase a book and received an error message stating the transaction was unsuccessful. I tried again twice without success. After checking my card details, I tried a third time but still encountered issues. The following day, I discovered that three charges were made for the book I never received. Additionally, there were three extra charges that I did not authorize. I urgently need these transactions to be halted. Once this matter is resolved, I intend to proceed with ordering more books.

I tried to purchase an ebook, but received an error message. After multiple attempts with no success, I verified my card details and tried again, only to be unsuccessful once more. The following day, I noticed that I was charged three times for the ebook I never received, and three additional charges for a different item I did not order. I am currently trying to stop these pending transactions. Unfortunately, it seems impossible to reach a customer service representative for assistance, and this situation has left me feeling frustrated as my money was taken without authorization.

I managed to obtain the book, completed it, and then realized my Kobo needed a factory reset. However, I couldn't find a repair button on my Kobo. Currently, my husband is attempting to connect the Kobo to wifi or the computer. Despite our efforts, the Kobo is not linking to the wifi, even though it was connected before the factory reset. We are entering the password accurately, but the issue persists. Interestingly, the Kobo appears to have a better connection to my husband's laptop than it did to my desktop computer.

I placed my first order today in Italy. Unfortunately, I realized I mistakenly ordered an ebook instead of a paper book. Despite my efforts to cancel the order, I've been unsuccessful. I couldn't find any working phone number or email to reach out for help. When trying to cancel online, the website says my account doesn't exist. However, I received a confirmation email showing that my credit card was charged for the book. It seems I have an account to be charged but not to request a refund. I received an email confirmation with the details of my order from Kobo. I would like my order to be cancelled immediately and to receive a refund. Thank you, Emily D.

I reside in Johannesburg, South Africa. I am in urgent need of telephonic assistance regarding my Kobo Touch. Three days ago, when I turned on my e-reader, the lights flashed and then changed to a continuous bright white light, with the screen going blank. After using a paper clip to reset it, all I have now is the Kobo setup page, making it seem like a new device needing initial setup. Despite being fully charged, I cannot restore it to its previous state. I have followed all troubleshooting steps without success. Is there a toll-free number I can contact for customer support? Your prompt help is greatly appreciated. Thank you, Mrs. C. Kemp.

I recently purchased the e-book "A Stockport Trilogy" on 08-04-20 using receipt number [redacted] through PayPal. Upon attempting to download it, I realized I needed a Kobo Reader, which is not compatible with my Windows XP system. I have successfully downloaded other e-books with my current reader and did not anticipate this issue. There was no prior indication that a Kobo Reader was necessary or that Windows XP was incompatible. I am frustrated by the lack of customer service availability until now. I have yet to access the book and would appreciate a refund of my payment. - Dave

After updating the Kobo app yesterday, the reader is no longer recognized when plugged in. Despite resetting the password four times, the reader keeps indicating that the user or password is incorrect. The reader functioned properly before the app update. My login is through Bookworld as it has been for years, but the reader won't allow me to set it up. I've attempted using two different cords to connect the reader to the computer, but it hasn't made a difference. The reader doesn't recognize the email address. The passwords I've tried are christine1943, Christine1943, Bookworld1943, and Books1943. My client, who is in her 80s, is having trouble with this issue. The computer was recently replaced, and both the Kobo app and reader were working fine before the update.

Hello. I registered for Kobo publishing using my email address, [redacted] I logged out to finish setting up my account later. When trying to log back in recently, I saw this message: "We didn't find an account with that email address or password. Please check that you've entered them correctly." I was sure I used the correct email but considered I might have erred with the password. Clicking "Forget password?" allowed me to reset it by sending a link to the same email it couldn't locate. How do I regain access to my account with the same email address already linked to my bank details? Thank you.

I bought "Find Them Dead" by Peter James, and although it shows in my purchases, I am unable to read it. Despite following instructions from a live chat session, my issue remains unresolved. Attempts to request a refund via PayPal have been unsuccessful. I am struggling to get a response from customer service, receiving only automated articles. The "get in touch" feature is also not working. If this matter is not addressed promptly, I will have to resort to sharing negative feedback about Kobo publicly. I appreciate a swift response to resolve this matter. Best, Brian K.

I'm having trouble purchasing a book on Kobo Plus using both my eReader and tablet. The tablet's format has changed, preventing me from accessing Kobo Plus, and my eReader is not accepting my purchase request. I've rebooted both devices, verified my subscription status (last payment was on Nov 14), and spent over an hour on the tablet with Just Answer, who clarified they are not affiliated with Kobo. Any suggestions would be greatly appreciated.

Hello, I need help getting back the ebooks I bought: November 30th, [redacted]: "License to Lie" by Sidney Powell for $17.39. December 3rd, [redacted]: "Unfreedom of the Press" by Mark Levin for $16.99. Unfortunately, I lost these when I was updating my email and accidentally deactivated my Kobo account. I tried following the troubleshooting page, but due to a previous head injury affecting my memory, I found it confusing. I can't reactivate the account since my old email is closed, and I don't remember the password. The receipts are also lost, only showing payments to Kobo on my bank statements. My old email used was [redacted] Contact details: Initials: C. T. 56 Akatarawa Rd, Brown Owl, Upper Hutt. [redacted]. NZ. Phone: [redacted]2 DOB: 26/12/[redacted] The bank card is under Claire A Templeton. The new email is [redacted], where a new purchase is attached. I hope this information helps recover my lost ebooks to be transferred to my new account. Thank you, C. T.

On February 1, [redacted], while searching for the book "Darkness Avenged" by Alexandra Ivy on my Kobo eReader/desktop library, I encountered a confusion. Despite thinking I already owned the book, I couldn't find it. After searching thoroughly through all Alexandra Ivy titles I have, the book remained elusive. Consequently, I purchased it online assuming I didn't have it. Surprisingly, I now have two copies of the same book. Upon checking my records, I discovered I bought the book on October 5, [redacted]. It seems the book I owned disappeared from my library, leading to this accidental repurchase. I have a few inquiries: 1. Why did the book bought in [redacted] vanish from my desktop library and not show in the search? 2. Why didn't the store recognize my prior ownership of the book? 3. How can I obtain a refund for the duplicate purchase? 4. How do I return the extra copy of the book? Looking forward to your prompt assistance. Best regards, Sandra K. Email: [redacted] Phone: 1-[redacted]

Subject: Issue with Duplicated Purchase of Book "Darkness Avenged" Hello, I am writing to bring to your attention an issue I encountered with a recent purchase on Feb 01, [redacted]. I searched for the book "Darkness Avenged" by Alexandra Ivy in my eReader/desktop library and was unable to locate it. Despite verifying my existing collection of Alexandra Ivy books, I could not find it. As a result, I proceeded to purchase the book from your online store. Subsequently, I discovered that I already owned a copy of "Darkness Avenged," as evidenced by a receipt dated [redacted], 10, 05. Regrettably, I now have unintentionally purchased a duplicate copy of the same book. I am requesting a refund for the second purchase and would like to arrange for the return of the duplicate copy. I appreciate your prompt attention to this matter. Warm regards, Sandra K.

I recently updated my email address after over 14 years. When I tried to purchase a book and switch to my new email, I encountered issues logging in. I attempted to contact support but was unable to find the service. This is a significant error on your end! I am worried about losing my accumulated points and experiencing problems due to this issue. My former email was [redacted], and my new one is [redacted] Despite inputting my new email, it was initially rejected as invalid. I have always had positive experiences with your platform, even better than Kindle, but now I am disappointed. Please assist me in resolving this matter. Thank you, R. Jane Gagner