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Most Helpful
What is an Adobe ID, why do I need one and would I already have one?
My Kobo will not SYNC with my new Borders desktop app
Announcements
eBooks not appearing on your iPad?
21 Dec 2011
Recent firmware updates to iPads may mean you device needs to be restarted if you cannot see your eBooks.
Can't Sign-in to Your Account on the Website?
13 Sep 2011
You may be using an older version of Internet Explorer. Here's how to check which version you have.
I want to read offline using a PC or Mac
02 Sep 2010
If you wish to read your eBooks offline, you can simply keep your Borders desktop app signed-in or you can choose to download Adobe Digital Editions, which will allow you to download a virtual copy of the eBook to your computer.
I want to read offline using an iPad or iPhone
02 Sep 2010
You can read offline on an your iPhone or iPads. Read on to find out how.
Help
Why Can't I Find Information on the Borders Price Guarantee?
The Borders Price Guarantee is no longer active since 27 July 2011.
My eBook is not in my app after updating
The app requires Internet connectivity to reconcile with the online database. If you have ensured that you do have Internet connectivity, please then visit the website using your Internet browser.
My eBook is in 'My eLibrary' and is in PDF format
Did you purchase a PDF eBook?
My eBook is in 'My eLibrary' and I am using the app on my computer for the first time
Did you purchase a PDF eBook? These do not appear in our apps at this time and you will need to use Adobe Digital Editions to open your PDF eBook.
My eBook is in 'My eLibrary' and I am using the app in a networked environment (such as a workplace)
Click on the 'UPDATE LIBRARY' button in the upper-left corner of the app to allow the app to reconcile with the online database where the eBooks are stored.
My eBook is in 'My eLibrary' and I am using an iPad/ iPhone/ iPod Touch
Please try signing-out of the app and back in again. Learn more here.
I paid for the eBook using Paypal Express
If you used the PayPal Express method of payment, the PayPal account may have been linked to an email address that is different to the email address that is linked to your account.
My eBook is not in 'My eLibrary' at all
Occasionally there can be delays however within 10 minutes the eBook should appear. If it has not appeared after this time please let us know via our Contact Us page. Please provide your order number if this occurs.
When I Sign-out of My Account My eBooks Disappear
Your books are stored in an online database and when you sign-in to your account the app will consult the online database.
I want to read offline using a PC or Mac
If you wish to read your eBooks offline, you can simply keep your Borders desktop app signed-in or you can choose to download Adobe Digital Editions, which will allow you to download a virtual copy of the eBook to your computer.
I want to read offline using an iPad or iPhone
You can read offline on an your iPhone or iPads. Read on to find out how.
I am using the Kobo desktop app and cannot download
Click on the 'UPDATE LIBRARY' button in the upper-left corner of the app to allow the app to reconcile with the online database where the eBooks are stored.
I am using a different eReader to read Borders eBooks
Borders supports a wide range of eReading devices. Below is a list of devices that we support and some others that we know will not work with our eBooks.
My eReader is able to be used with Borders eBooks, how do I download them? Sony users jump to next section.
To download them you need to use Adobe Digital Editions, a free eBook management software program, which can be downloaded here.
I am using a Sony eReader
Sony users should use the Sony Reader Library software rather than Adobe Digital Editions.
I Am Having A Problem Downloading Using Adobe Digital Editions / Sony Reader Library
I am getting an error message 2038. This message indicates there is an inability of Adobe Digital editions to contact to Adobe server to allow you to download the eBook.
I Want To Know More About Adobe Digital Editions
Adobe Digital Editions can be downloaded here.
What is an Adobe ID, why do I need one and would I already have one?
An Adobe ID is an account used to authorise Adobe software.
Why do I need Adobe Digital Editions to open a PDF eBook?
PDF eBooks are encrypted to protect the intellectual property of the publishers through unauthorized copying of the file.
My Kobo has frozen
If the Kobo has frozen the battery may have gone flat. If it is charged, please reset it via a paperclip or pin to press the button in the small hole on the lower-left corner on the back of your Kobo eReader.
I have reset my Kobo and it still acts strange
You can apply a factory reset via the menu within the Kobo. This process will clear all added data from the device such as time and date settings and also any books you have added from your eLibrary so you will need to add them again after resetting the
My bookmarks are not working correctly
The bookmarking system uses the time settings within the Kobo when you SYNC your Kobo with your computer.
The firmware upgrade did not work on my Kobo
If you have tried upgrading the software of your Kobo via the desktop app and experienced trouble, you can try one or more of the steps below depending on the problem you have: reset via paperclip, factory reset via the Kobo menu or retrying the firmware
My Kobo is frozen completely after the firmware upgrade
Please try pressing the following three buttons on the Kobo: 'MENU' + 'ON/OFF' + the D-Pad (the big button on the front) at the same time as you did during the upgrade process.
I upgraded my Kobo firmware and Adobe Digital Editions will not recognise it now
Do not worry, this can be resolved quite easily.
Can't Sign-in to Your Account on the Website?
You may be using an older version of Internet Explorer. Here's how to check which version you have.
eBooks not appearing on your iPad?
Recent firmware updates to iPads may mean you device needs to be restarted if you cannot see your eBooks.
My Kobo will not SYNC with my new Borders desktop app
If you see an error message stating "We're sorry but your eReader is not compatible with this version of the desktop app, then your kobo eReader needs to have the on-board software updated to the latest version.
My Borders App States 'There was an error connecting to network. Please try synchronizing again'
This error can occur with the latest version of our free PC and Mac desktop apps in networked computer environments.
I am Getting the Message "We are unable to update your devices database. Syncing cannot be completed." (PC rectification steps)
You may have an older version of our desktop app. Please click on the 'i' (information) button in the upper-right corner of the app to see which version you are using. The most recent version is 1.9.
I am Getting the Message "We are unable to update your devices database. Syncing cannot be completed." (Apple Mac steps)
You may have an older version of our desktop app. Please click on the 'i' (information) button in the upper-right corner of the app to see which version you are using. The most recent version is 1.9.
I am Getting the Message Decryption failed, try resyncing your library - I am Using a PC
You will need to perform a factory reset of your Kobo and then reinstall the desktop app. The steps to do this follow.
I am getting a 'Content Locked' error on my Kobo WiFi
Unlock this content by performing a factory reset of your Kobo WiFi.
I am Getting the Message Kobo.exe has stopped working
This can sometimes occur when you open the desktop app whilst your Kobo is connected.
I am Getting the Message Decryption failed, try resyncing your library - I am Using an Apple Mac
You will need to perform a factory reset of your Kobo and then reinstall the desktop app. The steps to do this follow.
My Kobo WiFi is not Being Recognised by my Borders Desktop app.
When you connect your Kobo WiFi it will give you the option to 'Keep Reading' or to 'Manage Library'. You will need to select 'Manage Library' to enable your computer to recognise your Kobo WiFi.
My Kobo WiFi is not Being Recognised by Adobe Digital Editions
When you connect your Kobo WiFi it will give you the option to 'Keep Reading' or to 'Manage Library'. You will need to select 'Manage Library' to enable your computer to recognise your Kobo WiFi.
My Kobo WiFi is Stuck on the Same Screen. How Do I Fix This?
When your Kobo WiFi battery runs flat, the last screen displayed will be displayed. Simply charge your device to restore all functions.
My Bookmarking Did Not Keep My Page When I Turned my Kobo WiFi Back On.
The simple fix is to ensure your time settings are correct and, if you are using WiFi connectivity, that you press the 'HOME' button, which will take you to the 'I'm Reading' list, before powering off you Kobo WiFi.
The Virtual Keyboard on my Kobo WiFi is Not Entering my Inputs Properly.
You should be commended on your typing prowess!
I Have an ePub That Will Not Load to my Kobo WiFi.
If the ePub file has a filename that contains non-Latin characters, simply rename the file and it should load correctly.
I Cannot Connect my Kobo WiFi to an 802.11b or 802.11g Wireless Network.
Check that the battery levels are sufficient to keep the wireless connection open. Press 'MENU' or 'SHOP' on your Kobo and check the battery status icon at the bottom of the option window that appears.
I am Getting a 'Cannot Connect to WiFi' Error Message.
If you see an icon of a padlock, the WiFi setup will require a password. If you still cannot connect, undertake a factory reset of your Kobo.
I Can Connect my Kobo WiFi to a Network But Not to the Store.
You may be connected to a network that uses proxy servers.
I Have Read All Borders Wireless Troubleshooting Steps and I Still Cannot Connect my Kobo WiFi.
Wireless routers are like most other electrical devices and do occasionally need to be powered off and on to restore all the expected functions.
I cannot see the popup window asking me to 'OPEN' or 'SAVE' when downloading the ePub file
If you cannot see the window asking you to 'open' or 'save' the urllink.acsm file then you may have a popup blocker operating on your computer.
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