FAQ

Welcome to the Random House Digital FAQ page! Here you will find answers to common questions about using our eBooks and Apps.

Quick Links:

eBooks
Apple Apps
Nook Apps
Android-Supported Apps

eBooks


What is your policy on manuscript submissions?

Random House Digital does not accept unsolicited submissions, proposals, manuscripts, illustrations, artwork, or submission queries at this time. This pertains to both print and eBook submissions, and includes submission of work previously published elsewhere. We are also unable to provide draft support, translation or ghostwriters for aspiring authors. If you would like to have your work or manuscript considered for publication by a major book publisher, we recommend that you work with an established literary agent. Each agency has manuscript submission guidelines.

You may wish to refer to The Literary MarketPlace (the LMP), a reference guide that contains a listing of literary agencies. It can be found in most libraries. Another excellent source is The Writer’s Market, which you should be able to find in a local bookstore or library. You can also visit their Web site at http://www.writersdigest.com for more information.

If you choose to submit an unsolicited manuscript to either division or their own subsidiaries, please allow 2-6 months for a reply.

What is an eBook?

An eBook is a book delivered as an electronic file. eBooks can be read on mobile phones, PDAs, PCs, laptops, tablets, Blackberries, or dedicated eBook devices. Once eBooks are purchased, they can be downloaded immediately, providing consumers quick and easy access to their favorite titles.

What is our policy for different eBook formats and DRM-encrypted eBooks?

As a publisher Random House supports making as many of our books as possible widely available in the eBook marketplace, to be read anywhere and on any device. If you have questions about ongoing format support for a specific purchase, we suggest that you contact the retailer from which you made the purchase.

For those of you inquiring about digital products with no encryption (aka DRM or digital rights management), Random House’s audio catalogue is available in DRM-free formats. We require that all eBooks are encrypted with whatever encryption system the retailer uses.

Can I print or share an eBook?

In order to protect copyrights in the digital environment, eBook files are encrypted so that they cannot be printed, shared, or otherwise reproduced.

Are eBooks returnable?

eBooks are sold on a non-returnable basis. However, we recognize there will be technical problems that may prevent consumers from downloading eBooks successfully. Customers should contact the seller of the eBook for technical assistance.

Apps

Please select your device below to view trouble-shooting tips and FAQs.

Apps on Apple Devices | Apps on Nook Devices | Apps Android-Supported Devices

APPLE DEVICES


General Troubleshooting Tips

We’re sorry you’re experiencing issues with our apps. Fortunately, many issues can be resolved by following a few simple steps.  Please try the steps listed below, testing the app after each step.

  1. Ensure you have the latest release of our application:
    • Go to the App Store on your iPad/iPad mini/iPhone/iPod touch and select “Updates.”
    • If updates are available, select the app and tap “Update” (or “Update all”).
    • When prompted, enter your iTunes account information.
    • The newest version of the app will install on your device.
    • Please try to run your app again.
  1. Check for software updates:
  1. If you are running iOS 4 or higher, you can shut down other apps that are running in the background to free up computing power on your device:
    • Double-tap the home button (the circular button at the bottom of your phone). A tray will appear showing apps that are currently running.
    • Shut down these apps by holding your finger on one of the apps until they shake and the red minus sign appears next to each app.
    • Tap the red minus signs to shut down the apps.
  1. Restart your device:
    • Power off your device by holding the Sleep/Wake button, located at the top of your device, until the “slide to power off” appears.
    • Slide to power off your device.
    • Press and hold the Sleep/Wake button to turn your device back on.
  1. Delete and reinstall the app (Note: you will not be charged):
    • To delete an app, tap and hold the app you wish to delete until it shakes and then tap the “x” in the corner of the app.
    • Reinstall by downloading the app via the App Store on your device or by visiting iTunes on your computer. If downloading from iTunes, please be sure to delete the app from your Applications folder before re-downloading and synching to your device.
  1. If none of these measures work, please contact us at support@randomhousedigital.com. Please include the following information in your email to help us respond appropriately:
    • Application Name
    • Description of the problem being encountered
    • Device type (iPhone, iPad, iPad mini, or iPod Touch) and version (ex, iPad 2)
    • iOS version: To check what version of iOS operating system you’re running, go to Settings > General  > About and note the entry for “Version”

The sound isn’t working in my app. How can I fix it?

  1. Check the mute switch:
    • On the iPad and iPhone, the mute switch is the sliding switch located above the volume control. If an orange dot is visible on this switch, the switch needs to be flipped to turn off Mute.
  1. Check the volume control:
    • The volume control is the toggle bar located on the side of the device. Check to ensure the volume is turned up.
    • If you are using an iPad, you can double-click the home button and swipe your finger all the way to the left to reveal the volume bar.
  1. Please try steps 1-5 listed under “General Troubleshooting Tips” to resolve the issue, testing the app after each step.
  1. If you have tried all of the General Troubleshooting Tips and are still experiencing issues with sound, you can reset your device (Note: your currently installed apps will NOT be deleted if you reset your device):
    • Press and hold the Sleep/Wake button and the Home button together for at least ten seconds, until the Apple logo appears.
    • Your device has been reset. Try running the app again.
  1. If none of these measures work, please contact us at support@randomhousedigital.com. Please include the following information in your email to help us respond appropriately:
    • Application Name
    • App version: To check what version of the app you’re running, go to the Settings menu on your device, select the app, and note the entry for “Version”
    • Description of the problem being encountered
    • Device type (iPhone, iPad, iPad mini, or iPod Touch)
    • iOS version: To check what version of iOS operating system you’re running, go to Settings > General  > About and note the entry for “Version”

My app keeps crashing when I try to use it. What should I do?

Please note: You can view additional details for each of these steps by referring to “General Troubleshooting Tips.”

  1. Try re-starting the device by powering it down completely, then powering it back up again.
  2. Verify that you have the most up-to-date release of the app by checking for updates in the App Store or in iTunes.
  3. Ensure you are running the latest iOS software by visiting http://support.apple.com/kb/HT4623.
  4. For additional help with apps purchased in the App store or iTunes, please visit the following links:
  1. If you have tried all of the steps listed above and your app is still crashing, please contact us at support@randomhousedigital.com. Please include the following information in your email to help us respond appropriately:
    • Application Name
    • App version: To check what version of the app you’re running, go to the Settings menu on your device, select the app, and note the entry for “Version”
    • Description of the problem being encountered
    • Device type (iPhone, iPad, iPad mini, or iPod Touch) and version (ex, iPad 2)
    • iOS version: To check what version of iOS operating system you’re running, go to Settings > General > About and note the entry for “Version”

How can I tell if my device is compatible with the app I want to download?

Please check the requirements listed for the app(s) in  the iTunes App Store to ensure your device is compatible.

How can I delete an app?

Tap and hold the app you wish to delete until it shakes and then tap the “x” sign in the corner of the app.

If I delete an app from my device, will I be charged again to reinstall?

You will NOT be charged for re-downloading an app if you have already purchased it, provided you use the same iTunes account you did to initially make the app purchase.

If I delete an app from my device, will I lose all my in-app purchases?

Once you’ve made an in-app purchase, you will always be able to re-download it again for free, provided that you use the same iTunes account you used to initially make the in-app purchase(s).

The app I want isn’t available in my country.

At this time, all Random House Digital applications are available in the U.S.  Select apps are also available in Canada, Australia, the United Kingdom, and the European Union member states (Austria, Belgium, Bulgaria, Cyrpus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, The Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, and Switzerland). If your home country is not included in this list, we hope to start selling apps in your country very soon!

I’d like to review an app for a publication/blog. Can you send me a promo code?

We do have a limited number of free download codes for each app to share with reviewers and journalists. To request a code, email info@randomhousedigital.com with your request and information about the publication, website or blog you’ll be reviewing for.

I want to tell the developer how much I love the app! How can I reach them?

We would truly appreciate your feedback! Please let us know how we’re doing by writing a user review or by rating our apps in iTunes.

For all other questions and concerns, please contact support@randomhousedigital.com.

NOOK DEVICES


General Troubleshooting Tips

We’re sorry you’re experiencing issues with our apps. Fortunately, many issues can be resolved by following a few simple steps.  Please try the steps listed below, testing the app after each step.

  1. Ensure you have the latest release of our application:
    • Go to the Library on your Nook device and select “apps.”
    • Tap “check for updates.”
    • The newest version of the app will install on your device.
    • Please try to run your app again.
  1. Check for software updates:
    • Go to BarnesandNoble.com and select “nook” from the top navigation bar.
    • From the drop-down menu, click on “Support” for your device.
    • Click on “Software Updates” in the left-hand navigation to verify you have the latest software or to upgrade to the latest version.
  1. Restart your device:
    • Press and hold the power button and confirm you want to power off the device.
  1. Delete and reinstall the app (Note: you will not be charged):
    • Go to the library on your device and select “apps.”
    • Tap and hold the app you wish to delete and tap “Delete.
    • Tap the following Delete button again to confirm.
    • Reinstall by downloading the app via the Nook Store on your device or by visiting the Nook Store on BarnesandNoble.com
  1. If none of these measures work, please contact us at support@randomhousedigital.com. Please include the following information in your email to help us respond appropriately:
    • Application Name
    • Description of the problem being encountered
    • Device type (Nook Color, Tablet, HD, HD+)
    • Software version: To check what version of Nook software you’re running, tap Settings from the Quick Nav Bar, tap “Device Info,” then tap “About Your NOOK” and note the entry for “Software version”

The sound isn’t working in my app. How can I fix it?

  1. Check the mute control:
    • To view the mute control, tap Settings from the Quick Nav Bar, then tap “Sounds.”
    • If the Mute checkbox is checked, tap to turn off mute.
  1. Check the volume control:
    • The volume control is located on the side of the device. Ensure the volume is turned up.
  1. Please try steps 1-4 listed under “General Troubleshooting Tips” to resolve the issue, testing the app after each step.
  2. If you have tried all of the General Troubleshooting Tips and are still experiencing issues with sound, you can reset your device (Note: your currently installed apps will NOT be deleted if you reset your device):
    • Press and hold the power button for 20 seconds, then release the power button.
    • Press the power button again for 2 seconds to turn on your device.
  1. If none of these measures work, please contact us at support@randomhousedigital.com. Please include the following information in your email to help us respond appropriately:
    • Application Name
    • Description of the problem being encountered
    • Device type (Nook Color, Tablet, HD, HD+)
    • Software version: To check what version of Nook software you’re running, tap Settings from the Quick Nav Bar, tap “Device Info,” then tap “About Your NOOK” and note the entry for “Software version”

My app keeps crashing when I try to use it. What should I do?

Please note: You can view additional details for each of these steps by referring to “General Troubleshooting Tips.”

  1. Try re-starting the device by powering it down completely, then powering it back up again.
  2. Verify that you have the most up-to-date release of the app by checking for updates in your library on your device.
  3. Ensure you are running the latest software by visiting BarnesandNoble.com > nook > Support and select the appropriate device.
  4. For additional help with apps purchased in Nook Store, please visit the following links:
  1. If you have tried all of the steps listed above and your app is still crashing, please contact us at support@randomhousedigital.com. Please include the following information in your email to help us respond appropriately:
    • Application Name
    • Description of the problem being encountered
    • Device type (Nook Color, Tablet, HD, HD+)
    • Software version: To check what version of Nook software you’re running, tap Settings from the Quick Nav Bar, tap “Device Info,” then tap “About Your NOOK” and note the entry for “Software version”

How can I tell if my device is compatible with the app I want to download?

You can check which Nook devices are compatible with the app(s) you would like to download by looking up the app(s) in the Nook Store.

How can I delete an app?

To delete an app, tap and hold the app you wish to delete, tap Delete, and tap the following Delete button again to confirm.

If I delete an app from my device, will I be charged again to reinstall?

You will NOT be charged for re-downloading an app if you have already purchased it, provided you use the same Barnes & Noble account you did to initially make the app purchase.

I’d like to review an app for a publication/blog. Can you send me a promo code?

We do have a limited number of free download codes for each app to share with reviewers and journalists. To request a code, email info@randomhousedigital.com with your request and information about the publication, website or blog you’ll be reviewing for.

I want to tell the developer how much I love the app! How can I reach them?

We would truly appreciate if you rated our apps and/or wrote a customer review in the Nook Store.

For all other questions and concerns, please contact support@randomhousedigital.com.

ANDROID-SUPPORTED DEVICES

General Troubleshooting Tips

We’re sorry you’re experiencing issues with our apps. Fortunately, many issues can be resolved by following a few simple steps.  Please try the steps listed below, testing the app after each step.

  1. Ensure you have the latest release of our application:
    • Go to the My apps section of Google Play.
    • Apps that have a new version available will say “Updates available.”
    • You can also select apps that you’d like to have update automatically. To do this, visit an app’s details page from Google Play on your device and check the box that says “Allow automatic updating.”
  1. Check for software updates:
    • Please visit the device manufacturer’s website to see whether you’re running the most up-to-date software and/or find out how to upgrade to the latest version.
  1. Restart your device:
    • Try re-starting the device by powering it down completely, then powering it back up again.
  1. Delete and reinstall the app (Note: you will not be charged):
    • Try deleting the app from your device and reinstalling it.
  1. If none of these measures work, please contact us at support@randomhousedigital.com. Please include the following information in your email to help us respond appropriately:
    • Application Name
    • Description of the problem being encountered
    • Device type and manufacturer (i.e. Samsung Galaxy Tab)
    • Android version (OS): To check what version of the Android operating system you’re running, check the Settings on your device or consult the website of the device manufacturer

The sound isn’t working in my app. How can I fix it?

  1. Ensure the mute control is turned off.
  2. Check the volume control.
  3. Please try steps 1-4 listed under “General Troubleshooting Tips” to resolve the issue, testing the app after each step.
  4. If you have tried all of the General Troubleshooting Tips and are still experiencing issues with sound, you can try resetting your device. Please refer to your device manufacturer’s website or support page for more info.
  5. If none of these measures work, please contact us at support@randomhousedigital.com. Please include the following information in your email to help us respond appropriately:
    • Application Name
    • Description of the problem being encountered
    • Device type and manufacturer (i.e. Samsung Galaxy Tab)
    • Android version (OS): To check what version of the Android operating system you’re running, check the Settings on your device or consult the website of the device manufacturer

My app keeps crashing when I try to use it. What should I do?

Please note: You can view additional details for each of these steps by referring to “General Troubleshooting Tips.”

  1. Try re-starting the device by powering it down completely, then powering it back up again.
  2. Verify that you have the most up-to-date release of the app by checking for updates in Google Play.
  3. Ensure your device is compatible with the app you are trying to run. Google Play lists the Android version required to run the app. To check what Android version your device is running on, please check the Settings on your device or consult the website of the device manufacturer.
  4. For additional help with apps purchased in Google Play, please visit the following links:
  1. If you have tried all of the steps listed above and your app is still crashing, please contact us at support@randomhousedigital.com. Please include the following information in your email to help us respond appropriately:
    • Application Name
    • Description of the problem being encountered
    • Device type (i.e. Samsung Galaxy Tab)
    • Android version (OS): To check what version of the Android operating system you’re running, check the Settings on your device or consult the website of the device manufacturer

How can I tell if my device is compatible with the app I want to download?

Google Play lists the Android version required to run the app. To check what Android version your device is running on, please check the Settings on your device or consult the website of the device manufacturer.

How can I delete an app?

To delete a specific app from your device, please consult the device manufacturer’s support page or the device user manual.

If I delete an app from my device, will I be charged again to reinstall?

Your application purchases are tied to your Google Account and can be installed an unlimited amount of times on any device, provided you use the same account. Paid apps can be reinstalled by visiting the My Apps section of Google Play. Note: free apps are not saved to My Apps after you remove them.

If I delete an app from my device, will I lose all my in-app purchases?

Google Play leaves this to the discretion of individual publishers. It is Random House policy to always make an in-app purchase available once it has been purchased.

I’d like to review an app for a publication/blog. Can you send me a promo code?

We do have a limited number of free download codes for each app to share with reviewers and journalists. To request a code, email info@randomhousedigital.com with your request and information about the publication, website or blog you’ll be reviewing for.

The app I want isn’t available in my country.

At this time, Random House Digital applications for Google Play are available in the U.S. only. If you live outside the U.S., we hope to start selling apps in your country very soon!

I want to tell the developer how much I love the app! How can I reach them?

We would truly appreciate your feedback! Please let us know how we’re doing by writing a user review or rating our apps in Google Play.

For all other questions and concerns, please contact support@randomhousedigital.com.

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