General eBook help
General Information and FAQ's
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 on 0845 67 20020. We will respond to your email within 1 working day.
Please also read our help pages as they might contain the answer you're looking for. Click here to see our eBook help page
Can I buy eBooks for my Kindle?
No, sorry Kindle is a 'closed' device so only content bought from Amazon can be veiwed on a Kindle.
What's the difference between eBooks and Google eBooks™?
Both are digital versions of a book. However, what is different is how the content is accessed, stored and read. 'Normal' eBooks are accessed through the link supplied in your order confirmation email or from the eBook Library in Your Account. Click here to find out how to download to your PC or eBook Reader. These eBooks can't be read on your mobile, tablet and some eReaders, and you will need Adobe Digital Editions installed on your computer.
Google eBooks are held in Google's cloud (servers) and can be read online, offline, on your computer, your smartphone, tablet and eReaders. You will need to download the Google Book App to access and read content on your mobile devices.
Why are some books not available as Google eBooks?
We're working on this! We hope to be able to offer every eBook in both 'normal' eBook and Google eBook editions soon, we're working closely with publishers and Google to increase the number of Google ebooks available on Hive.
What eBook formats are available on Hive?
Depending on the title, the following formats may be available
DRM-Free PDF
If you want to read an eBook, your e-reader device or application must be compatible with both the file format and the DRM format of the eBook. You will need Adobe Digital Editions in order to download and read ePub files if you have purchased a non Google eBook edition. Click here for a full list of formats available to make sure you get the best reading experience possible.
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.
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.
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.
Click here for a detailed guide to buying and downloading eBooks.
Can I buy multiple eBooks at the same time?
Yes, you can. You can buy different formats and also buy books, DVD's 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?
Not usually once its been downloaded to a device but 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.
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 occured, 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.
