How fast we reply, and what to include

We usually reply within one working day. A message with the right details can be answered in one reply. One without them usually needs a second.

What helps most

• What you expected, and what happened instead. One or two sentences is plenty.
• The book. Its title, or the page address from your browser. Copy the address from the top of the page.
• For a charge: the date, the amount and the reference. To find the reference, open Transaction history and tap the row.
• A screenshot, if something on the screen looks wrong.
• Your device and browser, if something will not play or load.

If you have not heard back

Check your spam folder first, since our reply goes to the email address on your account. If you sent a message and want to add something, reply on the same conversation. That brings it back to the top for us. There is no need to send a new message.