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Frequently Asked Questions (FAQ)

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Product FAQs - problems in using our softwares
Other FAQs - Order, Upgrade, Refund, License, etc.

How to find synced eBooks

Kindle Books

By default Epubor Software shall be able to discover your purchased Kindle books automatically and you can see them in the right side library column on the program.

If the right side library column is empty, and you indeed synced your purchased Kindle books via Kindle for PC. You can manually add them into the program.

1 Find the correct path of your synced Kindle books.

Run Kindle for PC, click "Tools --> Options", then switch to "Content" tab, you will see your Kindle content folder.

2 Two ways to add books into Epubor Software.

A) Open the folder, choose the files and manually drag them into the program's interface.

B) Click "Quick Settings" button in the right lower corner, and look at the "Source location" area, you can set the source location to your current Kindle content folder by input the path or click "Browse" to choose the folder. Click "OK" you shall be able to see the books in software's right side library column.

Adobe DRMed Books

By default Epubor software shall be able to discover your purchased Adobe DRM protected EPUB and PDF books automatically and you can see them in the right side library column on the program.

If the right side library column is empty, and you indeed synced your purchased Adobe DRM protected EPUB and PDF books via Adobe Digital Editions. You can manually add them into the program.

1 Find the correct path of your synced Adobe DRM protected EPUB and PDF books.

Run Adobe Digital Editions, if you synced books via this program, you will see the books listed in the main interface, right click on the cover and choose "Show File in Explorer", then you you can see where the file is saved.

2 Two ways to add books into Epubor software.

A) Open the ebook's saving folder, choose the files and manually drag them into the program's interface.

B) Click "Quick Settings" button in the right lower corner, and look at the "Source location" area, you can set the source location to your current epub books content folder by input the path or click "Browse" to choose the folder. Click "OK" you shall be able to see the books in software's right side library column.

Nook Books

By default Epubor software shall be able to discover your purchased Nook DRM protected ebooks automatically and you can see them in the right side library column on the program.

If the right side library column is empty, and you indeed synced your purchased Nook DRM protected ebooks via Nook for PC. You can manually add them into the program.

1 Find the correct path of your synced Nook DRM protected ebooks.

Run Nook for PC, open a book to make sure this book is actually synced. Then visit "~/Documents/My Barnes & Noble eBooks/", your Nook books are saved there.

2 Two ways to add books into Epubor Nook DRM Removal.

A) Open the ebook's saving folder, choose the files and manually drag them into the program's interface.

B) Click "Quick Settings" button in the right lower corner, and look at the "Source location" area, you can set the source location to your current epub books content folder by input the path or click "Browse" to choose the folder. Click "OK" you shall be able to see the books in software's right side library column.

Kobo Books

By default Epubor software shall be able to discover your purchased Adept DRM protected Kobo books automatically and you can see them in the right side library column on the program.

Find the correct path of your synced Kobo books (via Kobo desktop).

If the right side library column is empty, please sync your Kobo books via Kobo desktop. By default Kobo desktop store our purcahsed files as KEPUB format, and they are saved here:

For Windows: C:\Users\(user name)\AppData\Local\Kobo\Kobo Desktop Edition\kepub

For Mac: .../Library/Application Support/Kobo/Kobo Desktop Edition/kepub

If the software detects the Kobo eReader book contents folder empty, you just need to log in with your Kobo account on your Kobo device, then sync your purchased files and download them well.

Unknown DRM

The majority of eBooks retailers are using Kindle DRM, Adobe Adept DRM, Nook DRM and Apple Fairplay DRM. However there are still some non-mainstream DRM types.

If you are not sure your book is protected by which type of DRM, please open a ticket to contact our customer service staff, don't forget to tell us from which store did you buy the book.

Kindle for PC/Mac is not installed (No keys for decrypting Kindle books)

If you don't have an E-Ink Kindle:

For removing DRM from your Kindle books, we need some "keys" to decrypt them. And the keys are generated once your purchased Kindle books are synced by Kindle for PC.

Therefore, even you can read the Kindle book on reader apps on your cellphones or tablets. We still recommend you sync them via Kindle for PC for a successful decryption. Here is the guide.

First of all, please make sure you are using the latest version of our program, here is the download links: https://www.epubor.com/software-upgrade-policy.html

1Download and authorize Kindle for PC/Mac with your Amazon ID

Download Kindle for PC: http://www.amazon.com/gp/feature.html?&docId=1000493771

Download Kindle for Mac: http://www.amazon.com/gp/feature.html?docId=1000464931

2Launch Kindle for PC/Mac

Go to "Archived Items" shelf, double-click each item to download Kindle books to your computer. Make sure you can open and read them.

3Run Epubor software

Drag & drop Kindle books from default Kindle content folder to software's main window, and remove DRM.

 

If you have an E-Ink Kindle:

1Connect Kindle to computer with USB cable

Our program will detect your connected Kindle, then you will see your Kindle displayed in the rightside column with Kindle's model name. And all the books saved in your Kindle are listed below.

2Directly drag the books from rightside column into leftside main window

Kindle DRM Removal will process the books automatically. And all the decrypted books will save in computer's hard drive. No harm to Kindle device or the books saved in Kindle.

 

Can't find correct PIDs (Kindle books encryption keys)

If you don't have an E-Ink Kindle:

For removing DRM from your Kindle books, we need some "keys" to decrypt them. And the keys are generated once your purchased Kindle books are synced by Kindle for PC.

Therefore, even you can read the Kindle book on reader apps on your cellphones or tablets. We still recommend you sync them via Kindle for PC for a successful decryption. Here is the guide.

First of all, please make sure you are using the latest version of our program, here is the download links: https://www.epubor.com/software-upgrade-policy.html

1Download and authorize Kindle for PC/Mac with your Amazon ID

Download Kindle for PC: http://www.amazon.com/gp/feature.html?&docId=1000493771

Download Kindle for Mac: http://www.amazon.com/gp/feature.html?docId=1000464931

2Launch Kindle for PC/Mac

Go to "Archived Items" shelf, double-click each item to download Kindle books to your computer. Make sure you can open and read them.

Notice: If you have already done the steps but also cannot remove Kindle DRM, please delete the synced Kindle books at first, then re-sync them again to ensure the keys are generated correctly. And in some cases, users even need to re-install Kindle for PC/Mac to solve the issue.

3Run Epubor software

Drag & drop Kindle books from default Kindle content folder to software's main window, and remove DRM.

 

If you have an E-Ink Kindle:

1Connect Kindle to computer with USB cable

Our program will detect your connected Kindle, then you will see your Kindle displayed in the leftside column with Kindle's model name. And all the books saved in your Kindle are listed below.

2Directly drag the books from leftside column into rightside main window

Kindle DRM Removal will process the books automatically. And all the decrypted books will save in computer's hard drive. No harm to Kindle device or the books saved in Kindle.

Kindle Serial Number is invalid

If you have an E-Ink Kindle device, like Kindle Touch, Kindle Paperwhite, etc., then you can use the Kindle's Serial Number for removing DRM.

In old versions, we need users to manually find the KSN and input to our program.

Since Nov. 2014, our program is able to automatically detect your Kindle device's KSN and use it to remove DRM, users need not to manually find and input it anymore.

First of all, please make sure you are using the latest version of our program, here is the download links: https://www.epubor.com/software-upgrade-policy.html

1Connect Kindle to computer with USB cable

Our program will detect your connected Kindle, then you will see your Kindle displayed in the leftside column with Kindle's model name. And all the books saved in your Kindle are listed below.

2Directly drag the books from leftside column into rightside main window

Kindle DRM Removal will process the books automatically. And all the decrypted books will save in computer's hard drive. No harm to Kindle device or the books saved in Kindle.

List index out of range

If you can see the error message "List index out of range", it indicates your book's file structure is damaged, please send the books to us via the ticket form below, we'll manually handle them for you.

If the book is over 2MB, please send it to epubor.fors@gmail.com

Handle rented Kindle books

An important premise for removing DRM is you should be the owner of the book, in other words, the books must be purchased by you.

Therefore, decrypting rented books is not supported by Epubor software, sorry for the inconvenience.

Convert Kindle KFX files

We are proud to announce that Epubor is the FIRST and ONLY software on the market to strip DRM from Kindle KFX directly and losslessly. All new features of Kindle KFX are avaible on the decrypted books. However, the Epubor software does not support the Kindle KFX conversion for now.

If you have Kindle KFX eBooks and want to convert them, please read this guide: https://www.epubor.com/how-to-converter-kfx-books-to-epub-azw3-mobi-pdf.html

Because Kindle for PC/Mac has automatically upgrade to v1.20, that makes kindle books are changed to KFX file format. The old solution is to degrade the Kinde for PC/Mac to version 1.17 to avoid the Kindle KFX format.

Since 19th, October 2017, we have upgraded our software to remove Kindle KFX directly so you do not have to degrade your Kindle for PC/MAC to older version. What's more, Epubor Ultimate can even remove DRM from the Kindle KFX eBooks downloaded via Kindle e-Ink device.

Please install the latest version of Epubor Ultimate:
For windows: http://download.epubor.com/epubor_ultimate.exe
For Mac: http://download.epubor.com/epubor_ultimate.zip

If your Kindle books downloaded via Kindle for PC/Mac version 1.19 or 1.20 included Kindle KFX format, you can remove the DRM quickly and easily with our software. When you try to Convert the decrypted KFX to other format, there will be a warning sign "Skip" at the end of the decrypted book. Click on the "Skip", it will pop up a window as below.

remove Kindle DRM

Please follow instructions on the pop-up window to convert Kindle books. You can also see the instructions here:
Step 1: Please click on "OK", then close the Epubor software;
Step 2: Delete all Kindle books downloaded via Kindle for PC/MAC;
Step 3: Re-download all your Kindle books via Kindle for PC/MAC;
Step 4: Run Epubor software to Remove the DRM and convert the decrypted books.
Note: Please follow the above steps strictly and do not skip any step.

System user name contains special chars

Some system user name contains special chars, that makes generate Kindle key file have something wrong.

You need to create new system user, and the user name only contains English chars like "alen", "alen2016" etc"

After create new system user, install Kindle for PC and sync all books on this user, then run Epbuor software

Adobe Digital Editions is not installed (No keys for decrypting Adobe Adept books)

For removing DRM from your Adobe Adept books, we need some "keys" to decrypt them. And the keys are generated once your purchased Adobe Adept books are synced by Adobe Digital Editions.

Therefore, even you can read the Adobe Adept book on other reader apps like Sony, Kobo or Google Play. We still recommend you at least ensure you can read them via Adobe Digital Editions for a successful decryption. Here is the guide.

First of all, please make sure you are using the latest version of our program, here is the download links: https://www.epubor.com/software-upgrade-policy.html

1Install Adobe Digital Editions (ADE) on your computer and authorize your computer with Adobe ID

Download Adobe Digital Editions: http://www.adobe.com/products/digital-editions.html

2Make sure you can read the EPUB/PDF books on ADE

In general, if you authorized ADE with correct account, you will be able to read Adept DRM protected EPUB books smoothly.

If the ADE told you "Error: E_LIC_ALREADY_FULFILLED_BY_ANOTHER_USER", that indicates the authorized account is not compatible with the book. If you are sure the Adobe account has no problem, please contact the eBook retailer support to bind the book to your Adobe account.

For more tips you can read this post: https://www.epubor.com/how-to-read-sonykobo-ebooks-on-ade.html

3Run Epubor software

Drag & drop Adept EPUB&PDF books from default ADE content folder to software's main window, and remove DRM.

Adept Key is invalid

For removing DRM from your Adobe Adept books, we need some "keys" to decrypt them. And the keys are generated once your purchased Adobe Adept books are synced by Adobe Digital Editions.

Therefore, even you can read the Adobe Adept book on other reader apps like Sony, Kobo or Google Play. We still recommend you at least ensure you can read them via Adobe Digital Editions for a successful decryption. Here is the guide.

First of all, please make sure you are using the latest version of our program, here is the download links: https://www.epubor.com/software-upgrade-policy.html

1Install Adobe Digital Editions (ADE) on your computer and authorize your computer with Adobe ID

Download Adobe Digital Editions: http://www.adobe.com/products/digital-editions.html

2Make sure you can read the EPUB/PDF books on ADE

In general, if you authorized ADE with correct account, you will be able to read Adept DRM protected EPUB books smoothly.

If the ADE told you "Error: E_LIC_ALREADY_FULFILLED_BY_ANOTHER_USER", that indicates the authorized account is not compatible with the book. If you are sure the Adobe account has no problem, please contact the eBook retailer support to bind the book to your Adobe account.

For more tips you can read this post: https://www.epubor.com/how-to-read-sonykobo-ebooks-on-ade.html

3Run Epubor software

Drag & drop Adept EPUB&PDF books from default ADE content folder to software's main window, and remove DRM.

ePUB file is damaged

Some Adobe Adept DRM protected EPUB books might read well in official reader apps, but in fact the file structure is damaged. The improper file structure would cause decryption failure, or the decrypted EPUB could not be read.

To fix an EPUB is pretty simple, everyone can easily fix a damaged EPUB with free file zip software. Here is the detailed post: https://www.epubor.com/how-to-fix-epub-files.html

If you think it's complex for you, or still fail to decrypt the EPUB after fixing, please open a ticket to request customer service with the file attached. If the file is over 2MB, please send it to epubor.fors@gmail.com

Adobe DRM Removal cannot handle Nook books

Not all EPUB/PDF books are encrypted by Adobe Adept DRM, for Nook DRM encrypted EPUB/PDF books, please use Nook DRM Removal to handle them.

For how to use Nook DRM Removal, please read: https://www.epubor.com/help-docs/faq-301.html

Download Nook DRM Removal: https://www.epubor.com/nook-drm-removal.html

iBooks DRM is not supported

Not all EPUB/PDF books are encrypted by Adobe Adept DRM. Apple Fairplay DRM encrypted EPUB/PDF books are not supported by Epubor software.

However, there is another tool was able to handle iBooks which developed by an indie programer, you can refer to this site: http://www.ibooksdrmremoval.com

PDF is locked by password

Epubor DRM Removal software cannot decrypt password locked PDF, if you have PDF files locked by password, please unlock them first with Epubor PDF Password Remover.

Epubor PDF Password Remover for PC: https://www.epubor.com/pdf-password-remover.html

Epubor PDF Password Remover for MAC: https://www.epubor.com/pdf-password-remover-for-mac.html

Nook key is invalid

All the Nook books decryption failures are caused by one reason: The entered information is not correct for decrypting Nook books. Below is the guide & tips about how to successfully remove DRM from Nook books.

=======================================

Notice: Nook has changed the DRM since 2015, the billing name and credit number method is not working any longer.

Now Epubor is able to handle the new Nook DRM., Please read this guide: https://www.epubor.com/how-to-remove-nook-drm.html#m1

======================================= 

Nook DRM Removal cannot decrypt Adobe Adept DRMed books

Some EPUB/PDF books are encrypted by Adobe Adept DRM, please use Adobe EPUB&PDF DRM Removal to handle them.

For how to use Adobe EPUB&PDF DRM Removal, please read: https://www.epubor.com/help-docs/faq-201.html

Download Adobe EPUB&PDF DRM Removal: https://www.epubor.com/adobe-digital-editions-ade-drm-removal.html

eReader DRM error

Some eBooks purchased from B&N are protected by eReader DRM, the method to decrypt eReader DRM is same as decrypting Nook books.

All the eReader books decryption failures are caused by one reason: The entered information is not correct for decrypting eReader books. Below is the guide & tips about how to successfully remove DRM from eReader books.

 

1Login B&N website to find the "Default Payment" information

Please visit http://www.barnesandnoble.com, login Nook accoung and click "My Account --> Manage Account".

In the middle of the new page you will see "Payment" box, in the left of the box is "Default Payment", now please click the "Manage Default Payment" link under "Default Payment". Then you will see your detailed Default Payment information.

Notice: I used two Visa cards to buy Nook books before, so B&N has recorded both of them as my checkout card. The one with detailed information about my name and address is my default payment card.

2Re-sync all the Nook books to make sure the DRM are generated correctly

To guarantee a successful decryption, we recommend you delete the synced eReader books at first, then re-sync them again.

Because eReader books DRM is generated upon the default payment information when you sync this book via Nook for PC. If I have 10 books, 2 of them were synced when I was using the previous card, 8 of them are synced when I am using the current card, then I would fail to decrypt some of them no matter which payment information I input.

Therefore, please re-sync your eReader books to make sure the DRM are generated correctly and congruously.

3Input Default Payment information for removing DRM

Click "Settings" you shall be able to see such a place while lets you input the B&N payment information.

In the "Name" blank, you must input the name 100% same as the Step.1 shows, including all the characters, spaces even symbols.

In the "Card Number" blank, please input the complete credit card number without any space.

When everything is settled, please click OK and drag Nook books to the program again for removing the DRM.

Kindle Transfer Error

There are several possible reasons lead to the transfer error, therefore we can't provide an accurate solution.

You can open a ticket to contact our customer service staff and describe the problem in detail.

eBook Converter doesn't support DRMed eBooks

Among all the eBook Converter softwares of Epubor, only the Ultimate Converter is able to handle DRMed eBooks, all the other converters can only handle DRM-free files.

If you need to directly convert DRMed books, please upgrade to our Ultimate Converter.

You can open a ticket to contact our customer service staff to only pay the difference to upgrade your software or seek other solutions.

Can't install or launch Epubor software

1For Windows OS

This problem is caused by your anti-virus program, while in fact our program is 100% clean and safe.

Our program is available on most of trusted and famous software download sites like CNet, Softpedia, Softonic, etc., which will scan all the uploaded programs to make sure the program doesn't contain any virus or malware. These sites can endorse for us that our programs are 100% clean and safe.

Please try the following method at first.
1. Uninstall the Epubor software
2. Shut down the anti-virus software
3. Download the complete setup pack from our official site https://www.epubor.com
4. Re-install the program and to see if you can launch the program
5. After the program is installed and launched, re-open the anti-virus program and add Epubor software to the white list.

2For Mac OS

This is due to the security settings for your Mac. By default your security preferences only allow installation of apps from the Mac App store and identified developers.

To solve this problem, go to System Preferences>Security & Privacy. On the General Tab click the little lock in the lower left corner to unlock the general preference pane. Then select the Anywhere radio button beneath Allow applications downloaded from.

Any further problem, open a ticket to contact our customer service staff.

Is the license a single-user license or multi-user license?

By default, all the license would be single-user license. But we can offer you multi-user license upon your specific needs, and the price per license will be much cheaper than single-user license.

If you intend to apply multi-user license, please open a ticket to contact our customer service staff, they will provide you a reasonable price.

What is Extended Download Service?

If you buy the extended download service(free), we’ll automatically store your registration code on our server in your license period. System crash? Hard disk error? No Worries! You can access your registration code and the software download url anytime during the license period to allow you to re-install your purchased software.

License code can only be used to register in 100 days after being generated?

As per our registration mechanism, the license code will be expired in 100 days since it is generated. This is for anti-piracy, thank you for understanding.

You can use our Retrieve Registration Code feature to get a new license code yourself. Or direct open a ticket to request our customer service

Since April 2015, you can click "Help" --> "License Management" to recover your program's registration status.

How to use a coupon code?

To use a coupon is pretty simple. Copy the coupon code, let's say the coupon code is "PREXMAS", and choose Avangate as payment gateway in order page.

Just input the coupon code into the blank where marked "1", then click the icon marked "2". Then you will see all the products in shopping cart is discounted.

Want to change your billing email address to another email address?

Your billing email address is going to enclosed or no longer to be used? Don't worry. We can change your billing email address to another email address at any time. Simply Open a ticketto tell us if you want this.

License code gets lost or becomes invalid due to crash on computer or upgrading

You can use our Retrieve Registration Codeto get a new license for yourself for three times. if you failed, directly Submit a ticketand our customer service staff will provide you a new license.

Having ordered the wrong product or intend to upgrade to supreme software?

Please directly buy the product you want with full price and Submit a ticketto request a refund for your previous order.

Want to upgrade to our supreme software? You're allowed to do this by only paying for the difference. Just tell us the product you want and the license type (1-year, 2-year, lifetime) you want to upgrade to, then we will send you customized upgrading order link.

Click here to get more information about license change or upgrade.

Didn't receive any email containing license code after placing an order?

Usually the email containing license code and download link will be sent within one minute after placing an order.

You can check your spam emails and don't forget to add support@epubor.com to white list.

If you still can’t find the email, you can try to generate a code yourself with our Retrieve Registration Codeor contact us by openning a ticket.

 

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