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Dan T.
Dan T., Master Technician
Category: E-Readers
Satisfied Customers: 128
Experience:  DoD master electronics technician
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On 29/8/14 I contacted Kobo Customer Care about four books

Customer Question

On 29/8/14 I contacted Kobo Customer Care about four books that I purchased online that I was charged for but can't download onto my Kobo Original. I got a reply with instructions for how to do the download, but when I tried to implement them, I got the same screen that I keep on getting -- the page with books to purchase comes onscreen with an overlay reading "Important Desktop Update". The first time this appeared I pressed to download and the download was completed, but the message didn't go away, I couldn't delete it and I couldn't proceed, so I closed Kobo altogether. I've tried the download thing several times since, with the same result. this morning, I received an email from kobo trecommending several books, and tried purchasing "In The Dark" by Mark Billingham. The purchase was charged to my account, but once more I cannot access it on my ereader. Can you help? My ereader is currently connected to my PC.
Submitted: 3 years ago.
Category: E-Readers
Expert:  Viet - E-Reader Tech replied 3 years ago.

Hello Fred! Thank you for your question. I will be assisting you today.

I'm sorry about the issue. Are you still able to download / read books on the computer?

Can we do a remote support session, so we can chat, and I will be able to help you directly?

Please reply at the box below. Thank you,

Customer: replied 3 years ago.

I'm being charged twice for this service, but getting no satisfaction. I was given a temporary password ***** go to Account profile, but following the instructions got nowhere. what's happening here?

Expert:  Viet - E-Reader Tech replied 3 years ago.

I'm sorry. It seems you could not get back to me. Please click on the website below in order to connect with me:

Note: If it does not connect within 5 minutes, then please reply at the box below and let me know. Thank you

  1. If it still does not join / connect, please click on the website below:
  2. Then download / run the file when it prompts or shows
  3. Then tell me the 9 digit numbers that it will show in the program.
  4. Do not close the program.

Please reply at the box below. Thank you,

Expert:  dianne-cssm replied 3 years ago.
We received your customer service inquiry, however, we are unable to respond to you because we do not have your email address. Please contact customer support at [email protected] and provide us with your email address and a link to this question page so that we can help you. ( Thank you, The JustAnswer Customer Support Team.