eBooks Help and FAQs

Buying an eBook is simple and quick, but if this is your first eBook purchase and you are unsure what is involved, let us help you through the process.

If you need help with downloading or transferring eBooks to a specific device, see our links below for information on tablets & mobiles, eReaders and PC & Macs.  

Please note, as there no eBook reader applications available on the BlackBerry World app store that support Adobe DRM eBooks, you will not be able to download and read our eBooks on BlackBerry devices.

 

Reading eBooks on a tablet or mobile device
Reading eBooks on an eReader device
Reading eBooks on a PC or Mac

 

For any other eBook related issue, in the first instance check out our FAQs below as the answer you are looking for may be right there!

Otherwise, don't worry, we're here to help! Our customer and technical support teams can be contacted by email or phone.  Email us at customerservice@hive.co.uk or call us Monday to Friday 9am - 6pm, Saturday 9am - 5.30pm on 0203 176 3838.  We will endeavour to respond to your email within one working day.

 

eBooks FAQs

Formats and Compatibility

Do Hive eBooks work on all eReaders?
What is an ePub?
What is a PDF?
Can I buy eBooks for my Kindle?
What does DRM protected mean?
What are the eBook file type options PDF and ePub?
What are Adobe Digital Editions(ADE) and Hive eReader?
Where can I get help with Adobe Digital Editions?
Do I have to pay for Adobe Digital Editions?
Why should I authorise my computer when installing Adobe Digital Editions?
How can I authorise my Adobe Digital Editions without reinstalling it?

 

Purchasing and Downloading

Can I buy multiple eBooks at the same time?
Can eBooks be returned?
What do I do if I'm having a problem downloading or accessing my eBooks?
Can I share my purchased eBooks with others?
Can I download my eBook to more than one device?
How do I return an eBook ordered in error?
I have downloaded an eBook to my bookshelf Software but cannot see it.
I have deleted my email which contained the eBook download link, is my order now lost?
My downloaded eBook will not open. If I have a problem with an eBook download, who should I contact?
If I have a problem with an eBook download, who should I contact?
How long are download links valid for?

 

General

Why have you stopped selling Google eBooks?
Can I still access my Google eBooks™?
How do I find eBooks on hive.co.uk?
Can I print my eBook?
Do eBooks get updated as new revisions are released?
Who do I contact if I have a problem?
eBook terminology explained

 

Formats and Compatibility

Do Hive eBooks work on all eReaders?

As there are new devices being produced weekly, it is impossible to guarantee compatibility of all makes and models of eReader. However the majority of eReaders will work with our eBooks. The notable exception is the Amazon Kindle.

What is an ePub?

ePub is the standard eBook format that makes it possible to optimise and customise text and images for both large displays like a desktop computer and small screens like smartphones. Sometimes the format is also referred to as 'flowing text'.

What is a PDF?

PDF, or Portable Document Format, is the standard format for document interchange created by Adobe.

Can I buy eBooks for my Kindle?

No, sorry, Kindle is a 'closed' device so only content bought from Amazon can be viewed on a Kindle.

What does DRM- protected mean?

Digital Rights Management (DRM) ensure that the person who buys an eBook is its sole owner and is unable to share the file with others. DRM specification for each eBook are set by the publishers who own the respective copyrights.

What are the eBook file type options PDF and ePub?

PDF stands for Portable Document File. As its name implies the document can be read on many different devices. The text and graphics in the document are fixed to the page much like a physical document. ePub stands for Electronic Publication. The content of this is ‘reflowable’ meaning that the document displayed can be optimised for the device it is being displayed on, much like a web page on a computer. This is usually the preferred option for an eBook.

What are Adobe Digital Editions(ADE) and Hive eReader?

They are programs that you need to install on your computer that will allow you to read the eBooks that are downloaded from Hive. When an eBook is purchased it is encrypted so that no one else can read it. This software decrypts the eBook so that it can be read. For more information on the various Bookshelf software, please follow the links below.

Where can I get help with Adobe Digital Editions?

www.adobe.com/products/digitaleditions/help

Do I have to pay for Adobe Digital Editions?

No. The software provided by Adobe is totally free.

Why should I authorise my computer when installing Adobe Digital Editions?

By authorising your computer you will link all your eBook purchases to your Adobe account. This means that you can then transfer those eBooks to other computers. If you have eBooks on multiple computers, you need to authorize each one with Digital Editions prior to transferring eBooks between them. Conversely if you do not authorise your computer, DRM protected items that you have already downloaded or will download later are tied to that particular computer and are not readable on other computers or devices. They also can’t be restored from backup if the operating system is reinstalled.

How can I authorise my Adobe Digital Editions without reinstalling it?

Digital Editions has an “Authorize (sic) this computer” menu item that you can use after initial installation.

 

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Purchasing & Downloading

Can I buy multiple eBooks at the same time?

Yes, you can. You can buy different formats and also buy books, DVDs at the same time. In fact anything we sell on the site can be added to your shopping basket and will deliver it to you in the correct format.

Can eBooks be returned?

No sorry, once the download has started even if you don't download the entire book, we're unable to cancel and refund your order. However, if you're not happy with the experience or there are content issues, please let us know so we can try to resolve this for you. Please contact our support team who will be able to help. Please make sure before you submit your order you know that you are ordering an eBook and this is the format you want - check here for format details. Please check before you attempt to download your eBook that it is compatible with your eReader or device as we cannot issue a refund once the content has been downloaded.

What do I do if I'm having a problem downloading or accessing my eBooks?

Don't worry, we're here to help! We'll need some information from you to help us solve your problem. Usually we'll want to know what version of Adobe Digital Editions you have, where you are attempting to download your eBook and where in the process the error occurred, a screen print of any error message, what device you're using, browser etc. Problems don't happen often but when they do they are usually quick and easy to resolve. Click here contact us.

Can I share my purchased eBooks with others?

eBook copyright rules only allow the purchaser to use the eBook for personal use. You may however put the eBook onto more than one device that is registered to you.

Can I download my eBook to more than one device?

Yes, as long as the device is registered within your Bookshelf* software, you can share your eBook on up to 6 authorised devices.

How do I return an eBook ordered in error?

Once an eBook order has been placed we cannot refund it regardless of whether the eBook has been downloaded to your computer or not.

I have downloaded an eBook to my bookshelf Software but cannot see it.

Please make sure that your Bookshelf Software is regularly updated, if it is not the newest version then this may be the reason your eBook is not visible on your Bookshelf. Following this you can click here to see our guide on reading eBooks on your PC/Mac and confirm all the steps taken. Please do make sure that when you are asked if you want to “Open” or “Save” the eBook link that you choose the “Open” button.;

I have deleted my email which contained the eBook download link, is my order now lost?

You can download each eBook up to three times from the download link. Simply log into your hive account and then click on ‘My account’ at the top of the page. Then scroll down to the ‘eBook Library’ where you can click on the relevant download link.

My downloaded eBook will not open

There can be a number of reasons that an eBook will not open, but the main reason is that the Bookshelf software needs to be updated. Please check that you have the most current version installed on your system.

If I have a problem with an eBook download, who should I contact?

Please confirm you have read all the Frequently Asked Questions and the relevant download instructions before sending an email to ebookhelp@hive.co.uk. Please make sure you include as much detail as possible e.g:

  • Hive order number
  • eBook ISBN or title
  • A clear description of the problem
  • Details of any error messages
  • The eBook bookshelf software that you are using
  • The device that you are trying to move the eBook onto

Your query will be passed on to our technical team who will contact you by email to resolve the problem.

How long are download links valid for?

eBook links will expire after two years. We would suggest that you create backup files and store your eBooks on one of the free cloud services such as Google drive, OneDrive or Dropbox to ensure you can still enjoy and access your ebook after the link expires.

 

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General

Why have you stopped selling Google eBooks?

Unfortunately, Google terminated their reseller program so Google eBooks are now only available directly from Google Play.

Can I still access my Google eBooks?

Yes, you will always be able to read your books purchased on hive through Google Play at http://play.google.com/books or through the Google Play Books Apps available for Android and iOS phone and tablets. Google will continue to provide customer support for all purchases. If you experience any problems with your Google eBook purchases please contact Google Play Customer Support.

How do I find eBooks on hive.co.uk?

To find out if the book you want is available as an eBook, simply enter your search term (title, author etc.) and all matches will be returned, you can then filter the results by format. Or, you can select eBooks from the dropdown search box, enter the search term and only matching eBook items will be returned. In the search results we also provide details of the eBook format, eBook or Google eBook.

Can I print my eBook?

This will vary from eBook to eBook as the rules governing the printing are dictated by the publisher. Therefore some eBooks will be fully printable; some will only allow a percentage of the eBook to be printed and some none at all. If you would like us to confirm what can be printed before an order is placed, please contact us as eBooks cannot be refunded once downloaded.

Do eBooks get updated as new revisions are released?

No. Much the same as a physical book, new revisions would require a new purchase.

Who do I contact if I have a problem?

Don't worry, we're here to help! Our customer and technical support teams can be contacted by email or phone. Email us at customerservice@hive.co.uk or call us Monday to Friday 9am - 6pm, Saturday 9am - 5.30pm on 0203 176 3838. We will respond to your email within one working day.

eBook terminology explained
  • Bookshelf software: An essential piece of software that allows you to decrypt and read the downloaded eBook. (Our eBooks work with the following Bookshelf Software: Adobe Digital Editions (ADE), Sony Reader for PC and Blue Fire).
  • DRM: Digital Rights Management. This means an eBook is encrypted to stop it being copied and freely passed around. All Hive eBooks are protected by DRM.
  • Download link / eBook link: A web address that takes you to the eBook download site.
  • eBook reader: A mobile device that is used for reading eBooks on away from your main computer.

 

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™Android is a trademark of Google Inc. Google Play is a trademark of Google Inc.