Support

We are here to help. No ticket numbers. No shame. Just a person who will sort it.

If something is not working, you are in the right place.

Most problems take less than 5 minutes to fix. Start with Quick Help below. If that does not fix it, email us and we will sort it with you.

We reply within 2 working days, Monday to Friday, excluding UK bank holidays. In practice, most download and access problems we fix the same day.

You do not need to be technical. Just tell us what happened, in your own words. We will take it from there.

Quick Help – Start Here

Click the one that sounds like your problem:

1. Where is my book?

Check your email for your order confirmation and your download links email. Search for spectrumthreadz.co.uk. Check spam and promotions. If you have an account, log in to My Account > Downloads / My Library. Your books are there for life.

Full steps: How Downloads Work

2. My file will not open

Try the PDF version first. It opens almost everywhere. On iPhone, use Share > Open in Books. On Android, use Open With > Google Play Books or a PDF reader. On Kindle, use Send to Kindle. If it still will not open, email us and tell us which device you are on.

3. I bought the wrong book, or I was charged twice

Do not worry. Email us with your order number. We can swap the book or refund a double charge. See Refund and Returns Policy for how we handle it.

4. I bought it on Google Play, Etsy, or another retailer

Your book lives in that retailer’s app, not in our My Library. That is normal. For download or refund help, you will need to contact that retailer, because we cannot see their orders. For questions about the content, email us. We are happy to help with that.

5. I cannot log in to My Account

Use Lost your password on the login page to reset it. Make sure you are using the email you used at checkout. If you checked out as a guest, you do not have an account yet. Email us and we can turn your order into an account so your books are saved.

How To Contact Us

Email is fastest: [email protected]

Or use the Contact Form below. It goes to the same inbox.

What to include so we can fix it fast:

• Your name
• The email you used at checkout
• Your order number, if you have it. It is in your order email and looks like STP-1234.
• Which book, and which format, EPUB, PDF or MOBI
• What device you are on, for example iPhone, Android, Kindle, or Windows computer
• A screenshot if you can. On a phone, hold Power + Volume Down. You do not have to include a screenshot, it just helps.

If you do not have your order number, just tell us the email you used. We can find it.

We will never ask you for your card details by email. If anyone emails you asking for them, do not reply. Forward it to us so we can check it.

Contact Form

[Insert WPForms form here – fields below]

• Field: Your Name *
• Field: Email You Used At Checkout *
• Field: Order Number (if you have it)
• Field: What do you need help with? * [Dropdown: Where is my book / File will not open / Wrong book / Double charge / My Account / Something else]
• Field: Your Message * – Tell us what happened, in your own words

Form settings: Send to [email protected]. Confirmation message: Thank you. We have got your message. We reply within 2 working days, Monday to Friday, excluding UK bank holidays. Check your spam folder if you do not see our reply.

Privacy note under form: We only use your details to reply to your message. See Privacy Policy.

Other Help Pages

• How Downloads Work: Step by step: how to download, open, and re-download your book.
• FAQ: 30+ answers about buying, formats, devices, refunds, and buying elsewhere.
• Refund and Returns Policy: When we refund, swap, or give store credit, and how long it takes.
• Privacy Policy: How we handle your data, cookies, and privacy.
• Terms of Sale: The rules for buying direct from us.

Buying Elsewhere? Press? Groups?

• Retailer purchases: If you bought on Google Play Books, Etsy, Barnes & Noble, Lulu or Gumroad, your book is in their app. For refunds or download problems, contact them directly. For content questions, email us.
• Groups and bulk: For book clubs, schools, libraries, or group licences, email [email protected] with Group Licence in the subject line.
• Press: For interviews, features, or review copies, email [email protected] with Press in the subject line.

Our Promise

Systems over shame. Predictability over perfection. Curiosity over criticism.

If our system confused you, that is our system to fix, not your fault. Tell us and we will make it clearer for the next person too.

Thank you for reading with us. – Trevor, Spectrum Threadz Press

Footer: Link Support from Footer Help menu, from How Downloads Work, FAQ, and from the My Account page. Keep [email protected] as a clickable mailto link.