Welcome to our help page for eReader support

For help on finding an eBook and instructions on downloading them, please see our help page on finding and downloading eBooks. If the issue you are having is not covered on one of these pages, then please contact our customer services team on 0845 217 2920 or by email at service@waterstones.com.

19/03/2010 - Sony eReader troubleshooting guide - Download our troubleshooting guide to common technical problems

29/01/2010 - Elonex 511EB eReader update: there is an update available for the Elonex 511EB eReader for those customers experiencing difficulties with the way the text appears in some of the free pre-loaded titles. This is available through the following links:

http://www.elonex.co.uk/support/products/ebook/511_eBook.shtm and http://www.elonex.com/support/products/ebook/511_firmware_update.shtm

All eBooks sold on Waterstones.com are in the EPUB format secured with Adobe ADEPT Digital Rights Management.

This format and protection are supported across a wide range of eReaders including: Sony PRS-505, PRS-300 (Pocket) and PRS-600 (Touch), iRiver Story, CyBook Opus, Elonex eBook, plus other readers listed on the Adobe Digital Editions website.

For the Sony eReaders you can use either a Windows PC or Mac. For all other eReaders you will need to use a Windows PC.

• Microsoft Windows 7, Microsoft Windows Vista (32-bit or 64-bit), or Microsoft Windows XP (32-bit only)
• Mac OS X 10.4.11 or later; Mac OS X 10.5.6 or later

Your Adobe account will enable you to use your eBooks on up to six authorised devices, this includes both the computer you use to download eBooks and the eReader you choose to read them on.

All eReaders sold by Waterstones.com are guaranteed for a period of 12 months from the date of purchase. All policies here relate to eReaders purchased from Waterstones.com, if you are requesting a refund or a repair via Waterstone's of a store bought eReader then please contact the store you bought it from.

If your eReader should be faulty within the first seven days after purchase you can return it straight to Waterstones.com for a replacement or a refund, please contact our customer services team on 0845 217 2920 for details of how to do this.

If within the first 21 days after purchase you change your mind about your eReader and the product is in pristine, unopened condition with all seals intact then you can have a full refund, to arrange a return please contact our customer services team on 0845 217 2920.

After seven days but within the first 12 months you are entitled to a repair under warranty, this is best arranged directly with the manufacturer. You will need to enclose a proof of purchase and complete the details on their site. Please see below for manufacturer details.

Please make sure that you save a copy of all content that is on your eReader onto your computer. Also remove any accessories that may be in the device that did not come with it, such as memory cards or special case, manufacturers cannot guarantee the return of such items for eReaders undergoing repair.

Contact details for eReader manufacturers

Sony

Sony Reader Help and Support

Sony Reader Downloads, Tutorials and FAQs

Sony Repair Service

Sony Reader Support Phone Number: 0845 6000 124 (Mon-Fri, 9am-5pm)

Elonex

Elonex Support

Email: support@elonex.co.uk

Technical Support: 0871 902 9690

iriver

Main Support page

European Customer Service (Germany): 0049 1805 474 837 (Mon-Fri, 10am-4pm CET)

CyBook

Support only available via email: support@bookeen.com

Alternately, you can return your eReader to us to then pass to the manufacturer for repair but this will add some extra processing time before your eReader can be returned in a working condition.

If you wish to do this, please contact our customer services on 0845 217 2920 or service@waterstones.com .

If you have a Sony Reader - PRS-505, PRS-300 (Pocket) or PRS-600 (Touch) - then we recommend that you install the Sony Library software.

If you have any other eReader then you should install Adobe Digital Editions, you can confirm support for your device on the Adobe Digital Editions list of supported eBook devices. You may find that some of the newer eReaders we sell are not on this list; however we only sell eBook devices that are compatible with eBooks sold from Waterstones.com

1) Install the Sony Reader Library software

2) You can download it from Sony or you can launch the 'Install' when your Reader is plugged into your machine.

3) Select 'United Kingdom' in the Region Selection dialogue

4) Launch Reader Library

5) Plug in your Reader using the supplied USB cable if not already plugged in

6) You will need to either set up an Adobe account to secure your eBooks or enter the details for an existing account if you have one

Please note: Always ensure that the email address you use for your Adobe account matches exactly the email address you use for your Waterstones.com account.

7) Authorise your device when prompted

For help on finding an eBook and instructions on downloading them, please see our help page on finding and downloading eBooks.

1) Install drivers for your eReader, if supplied

2) Install Adobe Digital Editions

3) Open Adobe Digital Editions

4) Either set up an Adobe account to secure your eBooks or enter the details for an existing account if you have one

Please note: Always ensure that the email address you use for your Adobe account matches exactly the email address you use for your Waterstones.com account.

5) Plug in your device

6) Authorise the device when prompted to use your Adobe account

For help on finding an eBook and instructions on downloading them, please see our help page on finding and downloading eBooks.