Is your site secure?
Yes, we use industry strength SSL encryption on our site which can be confirmed by clicking on the security seal (you should also see a “lock” icon on your browser which you can click on to view the certificate information). We use Stripe as our payment provider and payment details are handled directly by them (we do not store your credit card details on our servers!).
How do I access my eBooks?
I am trying to access my eBooks via my account but I receive a message saying that I need to confirm my email address
Your eBooks are registered to your email address therefore we need to confirm your email address in order to provide you with access to them. To confirm your email address, you simply need to click on the link in the confirmation email we sent you after registering your account. You can resend the confirmation email via the link in the message informing you that you need to confirm your address (please see the answer to the next question if you don’t receive the confirmation email after re-sending it).
I haven’t received any emails from you (e.g. confirmation of purchase, change of password)
Although we use state of the art email software and comply with all relevant best practices to ensure a good sender reputation, it is possible that our emails have ended up in your spam / junk mail folder (or “Clutter” in Microsoft Outlook) therefore please check these folders for your emails. You can also add our email address (contact [at] informance [dot] biz) to your whitelist.
What devices and formats are supported?
We provide eBooks in a number of formats suitable for viewing across a wide range of devices. Please click here for more information on formats, reading applications and devices.
How are your eBooks protected and are there any DRM restrictions?
Our eBooks come in a range of standard formats and do not have any DRM restrictions. This gives you the freedom to view them on your choice of compatible devices and the peace of mind knowing that you cannot be denied access to files you’ve downloaded at a later stage. In order to protect the work of our authors, we use a novel system called Custos which allows us to detect piracy without impeding upon a legitimate customer’s enjoyment of their eBooks. Click here if you’d like to find out more about how this works.
Why is Part 2 divided up into two separate publications and / or why does it have two “enhanced ePub” file downloads?
Due to the number of videos in Part 2, the enhanced version with embedded video was too large for some devices and viewing applications and therefore caused them to crash. As a result, we’ve created a separate publication for the enhanced version of Part 2 which is split into two files. Therefore you’d need to download both files if you want the enhanced option but you only need to download a single file for all of the other formats.
I’m trying to download an eBook but I receive an error or nothing seems to be happening?
Some of our eBooks contain embedded multimedia content and therefore are large files which can take a while to download depending on your internet connection and a number of other factors. As a further note, on iOS devices you do need to make sure that the browser window stays open until the download is completed in order to access the file.
I purchased eBooks prior to October 2016 from your previous eBook website
You can still access eBooks purchased prior to October 2016 from our previous eBook site here. In addition to this, we will be providing all customers who purchased the complete, original Practising the Piano eBook series with vouchers for the revised editions via our new site shortly after their release. Please click here to find out more about the upgrade process.
What’s new with the revised editions?
We’re in the process of producing revised editions of the Practising the Piano eBook series. Part 1 is already available and Part 2 will follow shortly thereafter. These revised editions include the following:
- New content sections and numerous updates and edits
- A revised and improved structure
- Additional formats including a printable PDF and a standard ePub
- Improved formatting across all formats and compatibility with additional reading applications and options (click here for more information)
- Enhanced streaming video playback via Vimeo
- Faster downloads of larger files from upgraded hosting infrastructure
- Consolidation of individual volumes into single parts
What happened to the online HTML reading option?
We’re discontinuing this option and have instead made two new formats available, including a printable PDF and a standard ePub (in addition to the enhanced ePub for iBooks and the Kindle versions previously available).
I am a subscriber to the Online Academy, how do I get access to eBooks and study editions?
If you purchased a Subscription plus eBooks bundle for the Online Academy via our Indiegogo campaign or subsequently via the Online Academy website then the Practising the Piano eBooks and Annotated Study Editions will be automatically added to your account as they become available. Log-in to your Online Academy account and click here to view your eBook library or click on the menu button on the top left hand side of the screen and select “My eBooks”.
If you purchased a discounted annual Subscription to the Online Academy via our Indiegogo campaign or subsequently purchased an annual subscription via the Online Academy website, you can take advantage of the additional eBooks and Study Editions bundle for only £20 by upgrading your account. You can also upgrade from a monthly plan although this would convert your plan to an annual subscription.
Any other questions?
Please feel free to contact our support team using this form if you have any addition questions which aren’t covered above or if you require further assistance: