Answers on orders, digital access, accounts, publishing and payouts — plus a direct route to the SayeBook support desk.
25 articles
See where your order stands, from payment to delivery.
Every order goes through a clear sequence of statuses: placed, paid and delivered. You can follow this at any time from your order history.
SayeBook sells digital books only — as soon as payment is confirmed, the ebook or audiobook appears in your library, ready to open.
If an order has been stuck in the same status for more than a couple of days, open a support ticket from the order page and we will look into it.
Common reasons a card payment fails and what to try next.
A decline usually comes from your bank or card issuer, not from SayeBook: insufficient funds, a temporary block on online purchases, or an expired card are the most frequent causes.
Try the payment again with the same card after checking your card details, or use a different payment method. No money is taken from a declined attempt.
If you were charged but the order still shows as unpaid, do not try again — contact support with your order reference and we will reconcile the payment.
What to do if you see a duplicate charge on your statement.
Duplicate-looking charges are sometimes a temporary authorisation hold that your bank releases automatically within a few days, rather than a second real charge.
Check your order history first: if only one order was created, the second line is very likely a hold that will disappear on its own.
If two separate orders were created for the same purchase, open a support ticket linked to both orders so we can refund the extra one.
How refund requests are assessed for digital purchases.
Refunds are never automatic: every request is reviewed case by case by our team against the situations described in the refund policy.
Duplicate charges, files that fail to open, and titles that do not match their listing are among the situations we refund — for a faulty file, we try to re-deliver a working copy first.
A purchase that has been fully downloaded without any reported defect is not automatically refunded, but requests are still reviewed individually.
To start a refund, open a support ticket from the relevant order and choose the Refunds category; we will confirm the outcome by email.
How ebooks and audiobooks reach your library.
As soon as a digital order is paid, the title is added to your library automatically — there is no shipping step and nothing to wait for.
To read or listen, open the item from your library and use the button shown for its format; a signed, time-limited link is generated on demand each time you open a file.
These links expire after a short window for your security. If a link stops working, simply reopen the item from your library to get a fresh one — this never uses up any allowance.
Troubleshooting steps before contacting support.
First confirm the item appears in your library with a completed status. If it shows as pending, the payment may not have been confirmed yet.
If it appears but a link fails, try reopening it from your library page — each attempt requests a brand new, short-lived link rather than reusing an old one.
For ebooks, make sure your reading app supports the file format shown (EPUB or PDF). For audiobooks, a stable internet connection is required to start playback.
If none of this helps, open a support ticket in the Digital access category linked to the item, and describe exactly what happens.
What file types SayeBook offers for digital titles.
Ebooks are typically offered as EPUB and, for some titles, PDF. The exact formats available for a title are shown on its product page before you buy.
Audiobooks are delivered as streamed or downloadable audio, depending on the title and your device.
Formats are set by the author's submission and cannot be changed after purchase, so it's worth checking the available formats on the book page first.
You can always come back to items you already bought.
Every digital item you have purchased stays available in your library indefinitely, as long as your account remains active.
There is no download limit: each time you open an item, a new short-lived link is created, so you can revisit a book on a new device at any time.
Regain access if you forgot your password.
Use the “Forgot password” link on the sign-in page to receive a reset email. The link in that email is time-limited for security.
If you no longer have access to the email on your account, contact support so we can verify your identity another way.
How to update your sign-in email safely.
You can update your email from your profile settings. We will send a confirmation to the new address before the change takes effect.
If you cannot access your profile, open a support ticket in the Account category and we will help you securely.
What happens to your library and data if you close your account.
Closing your account removes your access to SayeBook services, including your library, going forward.
Because closing an account is permanent, we ask you to confirm this through a support ticket rather than a single click, so we can also explain any data retention that applies to past orders.
You can sign in from any device with the same account.
Your library, orders and wishlist follow your account, not a single device — sign in anywhere to see the same content.
For your security, always sign out on shared or public devices.
The steps from application to a published book.
Publishing on SayeBook starts with an author application describing who you are and what you write. Our editorial team reviews every application, and approval is never automatic or guaranteed.
Once approved, you can create book submissions with your manuscript, cover and metadata. Each submission goes through editorial review before anything is published.
Prices, formats produced and the final decision to publish always rest with the SayeBook editorial team, even after a submission is approved for review.
What to expect after submitting a book for review.
Review times vary with the current editorial workload and the completeness of your submission — a submission missing required files or metadata will take longer.
You can check the exact status of a submission at any time from your author portal, including any feedback left by the editorial team.
If a submission has shown no update for an unusually long time, open a support ticket linked to it so we can check on it.
When you can and cannot change a submission.
A submission stays editable while it is a draft or has been sent back with editorial feedback. Once it is under active review, it is locked so the editorial team reviews a stable version.
You can withdraw an editable submission at any time if you decide not to proceed with it.
Understanding the confirmations required to submit a book.
When you submit a book, you confirm that you hold or control the rights needed to distribute it, that the work is original, and that its metadata is accurate.
These confirmations matter: SayeBook relies on them, and a rights or copyright complaint against a title can affect your account and the book's availability.
When and how author earnings are paid out.
Earnings from a sale become available for payout only after a waiting period has passed and any refund window on that sale has closed, so payouts reflect confirmed, final revenue.
Payouts run on a schedule and minimum threshold set by SayeBook: once your available balance in a currency reaches that threshold on a scheduled run, it is included automatically.
Each currency is paid out separately and is never converted, so your available balance in one currency does not offset another.
Why onboarding with our payment provider is required.
Before you can be paid, you complete onboarding with our payment provider directly — SayeBook never sees or stores your bank details.
If your provider asks for extra information (a “restricted” status), payouts pause until you complete it. You can resume onboarding at any time from your payouts page.
Refunds never claw back money already sent to you.
If an order is refunded after the related earning has already been paid out, SayeBook does not reclaim money from your bank account.
Instead, the refund is recorded as a deduction against your future earnings, visible on your earnings statement.
Why reviews require a verified purchase.
To keep reviews trustworthy, only customers who have purchased a title can leave a review for it — this is called a verified purchase review.
Once submitted, a review may be moderated if it is reported or breaks our community guidelines; you will be notified if that happens.
Flag a review that breaks community guidelines.
If you see a review that is abusive, off-topic or otherwise breaks our guidelines, you can report it directly from the book page.
For anything the report tool does not cover, open a support ticket in the Reviews category with a link to the book and review.
An overview of the data used to run your account.
We collect the information needed to operate your account: your contact details, order history, library entitlements, and, for authors, submission and payout information.
Payment card details are handled entirely by our payment provider; SayeBook never stores full card numbers.
How to ask what information we hold about you.
You can request an export or summary of the personal data linked to your account by opening a support ticket in the Account category.
We verify your identity as the account holder before releasing any personal data.
What cookies are used for on the site.
SayeBook uses essential cookies to keep you signed in and remember your cart, and limited analytics to understand how the catalogue is used.
You can manage non-essential cookie preferences from the cookie banner shown on your first visit.
Open a support request and we will reply by email. For rights and copyright matters, use the copyright report forminstead.
Contact support