Frequently Asked Questions about Digital Items

Find answers to common questions below.

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General

Where did my download go?

Your browser settings determine where the files are located. A common location is your Downloads folder or your desktop.

For Internet Explorer users, try looking in the “Downloads” folder in your Windows user profile path (or in the “My Documents” or “My Music” folders). Version 8 users will be prompted to choose a download location each time. Version 9 users can set their default folder (instructions).

Firefox and Safari settings are in Preferences/General. Chrome settings are in Preferences/Under the Hood.

Avoid some of these issues by using the Digital Rewards Downloader app (when available).

What is the “Downloader App” (Digital Rewards Downloader app)?

It’s a small program you can download and install to make music downloading faster and easier. For each music order, the Downloader App will download all tracks for you automatically and even resume downloading if your connection is interrupted. Your music will still be in standard MP3 format. Get the Digital Rewards Downloader app.

Where will the music be stored on my computer?

You can save your downloaded MP3 files to where you currently store your other music, such as iTunes or Windows Media Player. For iTunes, save your file to your desktop. Then open iTunes and from the File menu, select “Add File to Library” .Select the MP3 (on your desktop) and it should be available to play immediately. (more info: http://support.apple.com/kb/HT1473)

For Windows Media Player, you can save your MP3 anywhere on your computer (the “Music” folder next to your “Documents” is a good idea). When you then double-click the file, the Player will play it and automatically add it to the library if it hasn’t been added before. (More details)

What music is available?

We have partnered with several of the major labels to make their music available in the catalog. There’s a large variety of both current releases and classic titles – much of it updated weekly.

Is there explicit content music in the catalog?

Yes, look for the “Explicit” label near the title.

What format is the music? Are CDs available?

Songs/Tracks are in the widely-supported MP3 format. We provide only digital content – no CDs or other physical media.

Why can I not redeem some tracks that are listed in the catalog?

Songs available for download will have a download button. Some tracks are available only by redeeming for the full album. Future releases are only listed to inform you of their schedule, but cannot be downloaded until the release date displayed.

Can I share the music?

No. Music is “DRM-free” but piracy is still illegal. You can copy it to any personal or home device. You can play it on a local network (home or at work, for example). You can also share music with your spouse or children. However, copyright law is still in effect. Passing songs around to friends, or sharing them on social networks, is piracy. We respect all artists in our catalog and expect our members to do the same.

Metadata required by some record companies...

Some record companies that supply our music require all companies that sell their downloadable music to include extra metadata with each download. Each purchased MP3 from any of these record companies include embedded data about the order (id, date, etc). No personal information is embedded. The title’s detail page indicates if this metadata is added. This extra metadata does not affect the quality or playback experience in any way.

Can I transfer the music to other devices I own (smartphone, tablet, etc.)?

Yes. You can add your downloads to your music library and sync from there to other devices.

What if I download the wrong track by mistake?

Music downloads cannot be cancelled or returned after you have redeemed for them. Redemption is a 2-step process. We ask you to confirm each redemption before processing the order.

What if the track does not download or doesn't download completely?

In some cases, you can retry the download link in the confirmation email or on your order history page. Contact customer service any time and we will help you through the process.

Payments and Refunds

Can I get a refund?

There are no refunds for digital content. Please contact customer service using the form on this page if you have problems with your download.

Do I get a receipt for purchases?

If you have verified your email address, you will receive a confirmation email for each order. If it does not appear in your inbox check your spam folder. You can also review previous purchases on your Order History.

Music

Where did my download go?

Your browser settings determine where the files are located. A common location is your Downloads folder or your desktop.

For Internet Explorer users, try looking in the “Downloads” folder in your Windows user profile path (or in the “My Documents” or “My Music” folders). Version 8 users will be prompted to choose a download location each time. Version 9 users can set their default folder (instructions).

Firefox and Safari settings are in Preferences/General. Chrome settings are in Preferences/Under the Hood.

Avoid some of these issues by using the Digital Rewards Downloader app (when available).

What is the “Downloader App” (Digital Rewards Downloader app)?

It’s a small program you can download and install to make music downloading faster and easier. For each music order, the Downloader App will download all tracks for you automatically and even resume downloading if your connection is interrupted. Your music will still be in standard MP3 format. Get the Digital Rewards Downloader app.

Where will the music be stored on my computer?

You can save your downloaded MP3 files to where you currently store your other music, such as iTunes or Windows Media Player. For iTunes, save your file to your desktop. Then open iTunes and from the File menu, select “Add File to Library” .Select the MP3 (on your desktop) and it should be available to play immediately. (more info: http://support.apple.com/kb/HT1473)

For Windows Media Player, you can save your MP3 anywhere on your computer (the “Music” folder next to your “Documents” is a good idea). When you then double-click the file, the Player will play it and automatically add it to the library if it hasn’t been added before. (More details)

What music is available?

We have partnered with several of the major labels to make their music available in the catalog. There’s a large variety of both current releases and classic titles – much of it updated weekly.

Is there explicit content music in the catalog?

Yes, look for the “Explicit” label near the title.

What format is the music? Are CDs available?

Songs/Tracks are in the widely-supported MP3 format. We provide only digital content – no CDs or other physical media.

Why can I not redeem some tracks that are listed in the catalog?

Songs available for download will have a download button. Some tracks are available only by redeeming for the full album. Future releases are only listed to inform you of their schedule, but cannot be downloaded until the release date displayed.

Can I share the music?

No. Music is “DRM-free” but piracy is still illegal. You can copy it to any personal or home device. You can play it on a local network (home or at work, for example). You can also share music with your spouse or children. However, copyright law is still in effect. Passing songs around to friends, or sharing them on social networks, is piracy. We respect all artists in our catalog and expect our members to do the same.

Metadata required by some record companies...

Some record companies that supply our music require all companies that sell their downloadable music to include extra metadata with each download. Each purchased MP3 from any of these record companies include embedded data about the order (id, date, etc). No personal information is embedded. The title’s detail page indicates if this metadata is added. This extra metadata does not affect the quality or playback experience in any way.

Can I transfer the music to other devices I own (smartphone, tablet, etc.)?

Yes. You can add your downloads to your music library and sync from there to other devices.

What if I download the wrong track by mistake?

Music downloads cannot be cancelled or returned after you have redeemed for them. Redemption is a 2-step process. We ask you to confirm each redemption before processing the order.

What if the track does not download or doesn't download completely?

In some cases, you can retry the download link in the confirmation email or on your order history page. Contact customer service any time and we will help you through the process.

eBooks

My computer can’t open this book file. / Format not recognized?

The most likely problem is that you don’t have a compatible app installed. Install one of the free ones listed below and try the file again.

What format are these?

eBooks are available in Adobe EPUB, an Adobe Digital Editions (ADE) format, and can be read on almost any computer or mobile device using one of the free apps listed below.

See "How to download and read eBooks"

Reading app for handheld & mobile

Reading app for desktops & laptops

How can I read these eBooks?

Use Your Web Browser

With OverDrive Read, there are no files to download, and no software to install — just click on the "Read Now" button on the order confirmation page or in your Order History to start reading directly in your browser. At the moment, a small number of books in our catalog can not be read in the browser. We are currently working on adding all books.

Use an App (recommended for syncing across devices)

You can read any eBook either with the free Adobe Digital Editions app for your desktop or laptop, or OverDrive Media Console on many mobile devices including iPad, iPod Touch, Android phones and tablets, Kindle Fire, Nook Color or Nook Tablet, or others.

Logging into (or creating a new) Adobe account from the app will allow you to sync the book to up to 6 devices.

You may have the option to "Authorize without an Adobe ID" but you will not be able to sync to other personal reading devices and computers or the same computer if you ever need to reinstall. You will not be able to authorize after you have started reading your book on a device or computer.

Do I need an Adobe ID?
In short, yes. If you choose to authorize without an ID Adobe will enable reading of the book only on the device that downloaded the book. You will not be able to read it on other eReader devices or other computers (or the same computer if you re-install or authorize later). Adobe IDs are easy and free to create.
Copying/Moving/Syncing to your mobile devices:

The Adobe account that you used to download your eBook allows you to copy the book to 6 authorized devices. Any mobile device must have OverDrive Media Console or similar app and be logged into the same Adobe account to sync a particular book title.

Connect your mobile device to your computer to sync books from one to the other.

Downloading books to your iOS device (iPad, iPod Touch, iPhone) or Android device:

Start by downloading the free OverDrive Media Console app for iOS. Tap the app icon to launch it and log into your Adobe account.

Once the app is installed, purchasing and downloading eBooks from the website will launch OverDrive Media Console and display your book.

Downloading books to your desktop or laptop:

On your Mac or Windows computer, install the free Adobe Digital Editions app. Run the app and authorize with your Adobe account when prompted. We strongly recommend you create an Adobe ID. While you can download and read a book without one, you won't be able to open it later if you create an account after you've downloaded. You also won't be able to transfer to other reading devices. Once the app is installed, your .acsm file will open into the app immediately.

Downloading books to your Kindle Fire:
  • Tap "Settings" (gear or cog icon) in the upper-right corner of the screen.
  • Tap "More”... scroll down and tap "Device”
  • Switch on "Allow Installation of Applications From Unknown Sources"
  • Download and install the OverDrive Media Console app from OverDrive. A small “1” will appear at the upper left of your Fire indicating the download progress.
  • Any eBooks you download from the website will now open automatically into OverDrive. (Note: you’ll need to authorize the Fire with your Adobe account the first time.)
Downloading books to your Nook Tablet or Nook Color:

Nook Tablet and Nook Color users should first download eBooks to their desktop or laptop computers using Adobe Digital Editions app. Once downloaded, connect your Nook to your computer using the USB cable and your Nook will appear in the ADE on the left column. You can then transfer your book to the Nook (click and drag the title onto the Nook name).

Can I read an OverDrive Read eBook if I’m not connected to the internet?

Yes. In the OverDrive Read menu, you’ll find an option to Download the eBook you’re reading to your browser’s cache. Once it’s saved, it can be viewed anytime, even when not connected to the internet. Be sure to bookmark or save the URL so that you can easily return to the eBook later.

If you clear your cache or delete temporary internet files, you will need an internet connection to open and download (or cache) the eBook again.

Is my reading progress saved and synced between devices for OverDrive Read eBooks?

Yes. OverDrive Read automatically saves your reading progress and bookmarks. This allows you to return to your reading quickly and continue from where you left off.

An internet connection is required to sync your reading progress and bookmarks between devices. If you’re reading offline, your progress is saved on whichever browser you are using. Your progress will automatically sync the next time you open a title in the same browser with an active internet connection.

What app or software is required for OverDrive Read?

There’s no need to download or install any new software. OverDrive Read works with the web browser on your phone, tablet, or computer.

Audiobooks

What formats are audiobooks? How can I listen to an audiobook?

Audiobooks are in OverDrive MP3 format.

When you purchase an audiobook, you’ll receive an ODM file. With the free OverDrive Media Console app (and Adobe account), you can open this ODM file to start your book download. The resulting MP3 file can be played on the OverDrive app itself or added to your media library.

Copying/Moving/Syncing to your mobile devices:

Each title has permissions listed on the detail page. If device transfers are allowed, the Adobe account that you used to download your audiobook will check how many devices you have authorized for the title. Connect your mobile device to your computer to sync audiobooks from one to the other.