A download or a page is not working
For readers and authorsUpdated 2 min read
An early copy link that stopped working expired after fifteen minutes; ask for a fresh one from My early copies. A page that says Something went wrong keeps what you wrote; try again, then use Get help, which opens the contact form with the page and a reference filled in. This page has wandered off means a mistyped, moved or unpublished link. You're offline means the app needs a connection; your shelves and notes are safe.
The short answer
Downloads
- An early copy link that stopped working most likely expired: each link lasts fifteen minutes. Ask for a fresh one from Early copies › My early copies; it costs nothing until a download succeeds (Reading or downloading your early copy).
- Could not prepare the download: try again in a moment. If it repeats, report it below with the book's name.
- You reached five downloads on one copy: write to the author from the campaign page, or contact support.
- A copy sent to your Kindle did not arrive: check that our sending address is on Amazon's approved list and that your Kindle address is right in Settings › Account, then press Send again (Sending an early copy to your Kindle).
- This early copy is read on Booklabria, not downloaded: the author chose reading on the site for that campaign; open the book with Start reading or Continue reading from My early copies instead (Reading or downloading your early copy).
Pages
- Something went wrong: an unexpected error interrupted the page. Nothing you wrote was lost; press Try again. If it repeats, press Get help: it opens the contact form with the page address and an error reference already filled in, so you only add what you were doing. The report reaches a person.
- This page has wandered off: the link may be mistyped, or the page moved or was unpublished (an archived book, a private Circle, a deleted post). Search from the header instead.
- You're offline: the installed app keeps this one page for when there is no connection; your shelves, notes and notifications are safe on the server and appear when you are back online (Installing the app).
- Slow pages on a weak connection: the product is built to work on a slow connection; if a specific page is unusable, name it.
Reporting a problem
Send it to the team with the page address, roughly when it happened, and what you expected to see. Passwords and card numbers never belong in a report.
Where this lives
Related
- Reading or downloading your early copy, and how the file is protected: The author chooses per campaign how you receive an approved early copy, and may offer more than one way for you to pick from: you read it on Booklabria (the file stays on the server, you open it from My early copies, your progress is saved as you read), you download a protected copy through a link that expires fifteen minutes after it is issued (five downloads per approval, every one logged, every EPUB watermarked), or, if the author offers Send to Kindle, we e-mail the watermarked EPUB to your own Kindle address (five sends per approval). If a link expires, ask for a fresh one; if you reach a limit, write to the author or support.
- Installing the app on your phone: Booklabria is installable from the browser (Add to Home Screen on iPhone and iPad; Install from the address bar or menu elsewhere) and can send push notifications where the deployment supports them. Native iOS and Android apps are on the way, with no date.
- Using Booklabria with a keyboard or a screen reader: Built to WCAG 2.2 AA. Tab reaches every control with a visible focus ring, Enter or Space operates it, Skip to content sits at the top of every page, dialogs trap focus and return it, menus and lists carry their roles, and standalone icons carry a name. A control that fails from the keyboard or is announced wrongly is a bug to report with the page and the control.
- I cannot log in: Email or password is incorrect" means one of the two is wrong, or the account was closed. Check the address, reset the password from the login page (the link works once and expires in an hour), wait a minute after "Too many attempts", and a suspended account is told so with support as the next step. Signed out everywhere means someone used Sign out everywhere.
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