Welcome to our help page for eReader support
Here at Waterstones we're committed to giving you the best eReading experience available. On these pages we hope you'll find everything you need whether you want advice to get started, download the user manual or need help fixing a problem. Click below to get started:
eReader FAQ's
Software Updates and User Manual Downloads
eReader Warranty Information
Reporting a faulty device
Finding and downloading eBooks
eBooks territorial rights restrictions
eBooks FAQ's
eReader FAQ's
My eReader doesn't seem to charge:
If your eReader's battery is fully depleted then it may need charging for up to an hour before you able to turn the device back on. If you have a Sony eReader then you will see the charging indicator light up on the top of the device, which shows that it is charging.
The battery life seems shorter than the 'weeks of reading' that was advertised:
eInk screens only use power when you change what's on the page giving them unrivalled battery life. To maximise this battery life make sure you fully shut the device down rather than simply turning it off. For details on how to do this refer to the user manual on your eReader. If your eReader also has wi-fi having this turned on will use more battery than if it's not active.
My eReader keeps turning itself off:
eReaders with colour LCD screens have an auto power off function that can turn the screen off in as little as two minutes if no buttons are pressed. This isn't a fault with the device and is designed to preserve the battery life for more reading.
My eReader screen is frozen or unresponsive:
eInk screens will continue to show content on the screen even when the battery is depleted giving the impression that the device is frozen. Connect the device to the charging cable and you should see the charging indicator light up. This may take up to an hour before the device can be turned back on. If your device is still frozen, then use the reset button on the device, which should solve the issue. This button is usually a hole in the device that can be pressed in with a paperclip. Alternatively make sure that your device is running the latest software as this can cause the device to freeze up. Click here to get the latest software for your eReader.
My screen is showing horizontal or vertical lines on the screen:
This is symptomatic of a fracture on the eInk panel so please contact our help and support line for resolution. Click here for contact details.
My Sony Stylus has broken:
This is a known issue with the Sony PRS650 and PRS350 eReaders. Please contact Sony customer services directly to arrange a replacement on 08705 111 999.
Why is the memory available on my device less than advertised:
An eReader that has 2GB of memory has slightly less memory available for the storage of eBooks as the operating software of the device uses some of this storage space. This is common on electronics devices. We try where possible to quote how many eBooks a device will hold but manufacturers use different measures. A typical eBook file is 2MB with 1000MB in 1GB meaning roughly 500 eBooks per 1GB.
What's your return policy for eReaders?
For information on our returns policy for eReaders and details of our dedicated help and support line click here.
Software updates and user manual downloads
Sometimes the manufacturers will offer software updates, which will both enhance the reading experience and fix any issues that may have arisen since the product was made. If you're having trouble with your eReader or want the latest software then click below to download the latest software. The user manuals for your device can also be downloaded below.
If you're not sure of the model number of your device then either check your receipt or look on the back of the device where the model number is usually shown.
Sony PRS350 Pocket Edition eReader:
Firmware update to version 1.0.00.14080 for PC users
Firmware update to version 1.0.00.14080 for MAC users
Reader Software Update for PC users
Reader Software Update for MAC users
Sony PRS350 User Manual English
Sony PRS650 Touch Edition eReader:
Firmware update to version 1.0.00.14080 for PC users
Firmware update to version 1.0.00.14080 for MAC users
Reader Software Update for PC users
Reader Software Update for MAC users
Sony PRS650 User Manual English
Elonex 500EB eReader
Firmware update for Elonex 500EB
Elonex 500EB User Manual (English)
Elonex EB621 eReader:
Please note that this firmware update can only be uploaded to the device using an SD card. Please save this file to your computer and copy onto an SD card. This card then be inserted into the device for installation.
Firmware update for Elonex EB621
Elonex EB621 User Manual (English)
Elonex 511EB eReader:
Firmware update for Elonex 511EB
Elonex 511EB User Manual (English)
Elonex 511TEB Touch-screen eReader:
Firmware update for Elonex 511TEB
Elonex 511TEB User Manual (English)
iRiver EB05W wi-fi eReader:
Your new eReader is covered by a manufacturer's warranty that protects you against any fault. At Waterstones we also provide you with a dedicated eReader help and support line to give you peace of mind. You can speak to a dedicated, UK-based eReader expert who will talk you through any issues and in over 90% of cases will be able to solve your problem first time.
Please see below for the manufacturer's warranty information for your device. If you think your device is faulty then click here for assistance.
Cybook eReaders:
All Cybook eReaders are supplied with a 12-month manufacturer's warranty. If the item is deemed faulty by our eReading help and support line and within 28 days of purchase we'll arrange a replacement item for you. If it's beyond 28 days of purchase and within the 12-month warranty period, we'll arrange a prompt repair to get your device working again.
Elonex eReaders:
All Elonex eReaders are supplied with a 12-month manufacturer's warranty. If the item is deemed faulty by our eReading help and support line and within 28 days of purchase we'll arrange a replacement item for you. If it's beyond 28 days of purchase and within the 12-month warranty period, we'll arrange a prompt repair to get your device working again.
iRiver eReaders:
All iRiver eReaders are supplied with a 12-month manufacturer's warranty. If the item is deemed faulty by our eReading help and support line and within 28 days of purchase we'll arrange a replacement item for you. If it's beyond 28 days of purchase and within the 12-month warranty period, we'll arrange a prompt repair to get your device working again.
Sony eReaders:
All Sony eReaders are supplied with a 12-month manufacturer's warranty. If the item is deemed faulty by our eReading help and support line and within 7 days of purchase we'll arrange a replacement item for you. If it's beyond 7 days of purchase and within the 12-month warranty period, we'll arrange a prompt repair to get your device working again.
We're committed to giving you a great eReading experience, so don't worry if your device develops a fault, we're here to help you. We've got a dedicated team of eReader experts that can talk you through how to solve any issue you might have.
Follow the three simple steps below and we'll help you get up and running again:
- Check the eReader FAQ's to see if there's a simple answer to your query
- Download the latest software for your device here as this will often fix common issues
- If your eReader still isn't working perfectly call one of our dedicated eReader experts on 0845 217 7993
For customers in the Republic Of Ireland, please call 0818 286767. Our eReader help and support line is open Mon-Fri 9am-6pm excluding Public Holidays. For calls from BT landlines the call will be charged at a local rate. For calls from mobiles and other providers please check your terms for charges.
In the rare case that your issue cannot be solved over the phone we'll arrange a prompt repair or replacement depending on the manufacturer's warranty terms. Click here to see the warranty terms for your device.
If you purchased your device through eBay please see the warranty leaflet that was provided with your purchase or phone or help and support number on 0845 217 7993.
