First off, you’re here because you’ve supported us through a purchase so we must first take a moment to thank you for your support – it really means the world to us!
If you’re having an issue with your download, we hope the below solutions can give you an instant fix.
THE DOWNLOAD WON’T START
If the download isn’t initiating, it might be a problem with the digital shop service we use. They’re usually very reliable though so please try again in a few minutes. If you are receiving a message that you have reached your maximum download limit (10), please get in touch.
THE DOWNLOAD WON’T COMPLETE
It’s possible that you’ve not got enough room on your device. To offer the best audio experience, we offer the best mp3 audio quality, as a result, the file size can be fairly large (The Fairy Tree is 282MB unzipped). If you’ve not got room on your device, you might want to try downloading it onto another device first, then importing the audio onto your preferred device as you would a music album.
THE DOWNLOAD COMPLETED – WHERE IS IT?
Depending on your device, the download is usually found in your downloads folder. If it isn’t in your downloads folder, you may need to use a file navigation app to locate it. The download won’t be with your apps as the download itself isn’t an app (we wanted to ensure everyone could use it, not just Apple or Android users).
THE DOWNLOAD IS A .ZIP FILE – WHAT IS THAT?
The majority of downloads will be a straight forward single mp3 file, but for longer or more complex productions, we zip the audio chapters into a .zip file. If the download was successful, the file should appear in your recent downloads folder. To unzip the file, you would normally only need to tap or double-click it, but you may need to download an unzipping app if your device doesn’t already have one installed. Once unzipped, you will have the folder containing the mp3 audio files. The location of this folder will depend on your device, but it may appear in your downloads, your music/audio, or other location. Please note, it won’t be with your apps as the download itself isn’t an app (we wanted to ensure everyone could use it, not just Apple or Android users). Your device should make this process easy for you, but if you’re having difficulty, it might be easiest to first download to a computer, unzip it there, then import the audio onto your device as you would a music album.
We hope that helps! If you encounter any other issues not found here, do not hesitate to get in touch.
Thanks again for your support and enjoy!