Kobo Library: Missing Previews and Purchased Books

corroonb · 11-20-2013, 11:56 PM

I download a great many previews and I've noticed that some of the previews I downloaded last year are missing from my library. I checked the product pages and they state that these books are in my library. I've checked the trash section and they are not there either. I've had to ask Kobo to add these books back manually. Sometimes if I purchase one, it will appear in my library but sometimes it will not despite being in the purchase history of the My Account page.

Does anyone have any idea what the problem is here?

Obviously something is wrong with the library database and Kobo know there is a problem but haven't fixed it or can't fix it. Is there a limit to the number of previews someone can have in their library? Why do the product pages state that a preview is in the library when it is not? If I check the book from within the Kobo app, I see the exact same problem.

Kobo can fix these issues on an individual basis if I contact customer care but I'm beginning to find this quite irritating and I'd prefer if I could find some sort of permanent solution. I've asked Kobo customer care but they only add individual books when requested and don't seem to know what previews are "missing" unless I tell them. These issues occur on Chrome on Windows 7, 8 and Android 4.3. This is occurring with the new website.

Apologies if this issue has already been addressed elsewhere.

andrize · 11-25-2013, 12:36 AM

I have experienced exactly the same issues you have described. I called customer service as well, and after explaining and re-explaining they were able to add a preview back to my library. I also do not want to have to tirelessly go through each preview over the phone to have it added back for me.

After my call to their customer service I received an email for a survey following up on my experience. I explained this issue in detail and even offered a way for them to contact me directly or by phone if they were interested in resolving my issue, however I have not heard anything back from them.

It's comforting to know that I'm not alone! (I use the Kobo app on my iPad)

11-20-2013, 11:56 PM	#1
corroonb Addict Posts: 317 Karma: 1232685 Join Date: Nov 2008 Location: Ireland Device: Kindle Voyage, Kobo Aura, Nexus 9	Kobo Library: Missing Previews and Purchased Books I download a great many previews and I've noticed that some of the previews I downloaded last year are missing from my library. I checked the product pages and they state that these books are in my library. I've checked the trash section and they are not there either. I've had to ask Kobo to add these books back manually. Sometimes if I purchase one, it will appear in my library but sometimes it will not despite being in the purchase history of the My Account page. Does anyone have any idea what the problem is here? Obviously something is wrong with the library database and Kobo know there is a problem but haven't fixed it or can't fix it. Is there a limit to the number of previews someone can have in their library? Why do the product pages state that a preview is in the library when it is not? If I check the book from within the Kobo app, I see the exact same problem. Kobo can fix these issues on an individual basis if I contact customer care but I'm beginning to find this quite irritating and I'd prefer if I could find some sort of permanent solution. I've asked Kobo customer care but they only add individual books when requested and don't seem to know what previews are "missing" unless I tell them. These issues occur on Chrome on Windows 7, 8 and Android 4.3. This is occurring with the new website. Apologies if this issue has already been addressed elsewhere. Last edited by corroonb; 11-21-2013 at 12:27 AM.

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11-25-2013, 12:36 AM	#2
andrize Junior Member Posts: 1 Karma: 10 Join Date: Nov 2013 Device: iPad	I have experienced exactly the same issues you have described. I called customer service as well, and after explaining and re-explaining they were able to add a preview back to my library. I also do not want to have to tirelessly go through each preview over the phone to have it added back for me. After my call to their customer service I received an email for a survey following up on my experience. I explained this issue in detail and even offered a way for them to contact me directly or by phone if they were interested in resolving my issue, however I have not heard anything back from them. It's comforting to know that I'm not alone! (I use the Kobo app on my iPad)

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