CUSTOMER SUPPORT FOR
DIGITAL PRODUCTS & BOOK ORDERS
Welcome to Kevin L.A. Ewing Ministries Customer Support Page For Digital Products and Book Orders. We understand that sometimes issues can arise during an online purchase with receiving a downloaded Digital Product. Below, we've compiled some common issues along with their solutions to help you resolve any problems you might encounter. If you don't find a solution here, feel free to contact us for further assistance.
1. Download Issues for Digital Products (Audiobooks & eBooks)
If you're having trouble downloading your order, please consider the following:
ANDROID USERS:
You may need to download the free app for these devices and for the audio files - you must double-click on the zip file to open up the book. Those are MP3 files on the audio version.
Watch this short YouTube video for Androids https://www.youtube.com/watch?v=zQCJo1ZzLqk or check this article out https://joyofandroid.com/how-to-open-epub-files-on-android/
APPLE USERS:
Audiobooks will play on the Music App which is already standard and installed on these devices.
Here is a helpful video for iPhone Users - How to add music from files: https://www.youtube.com/watch?v=A4x3cEhpto4&t=66s
DESKTOP COMPUTER:
The Audiobook are MP3 files that may require double clicking on computers to open the zip files and play on your audio player.
Popup Blockers:
Ensure that any popup blockers on your device are disabled, as they might prevent the download.
Download All Digital Products Immediately Upon Checkout:
Please download your digital products as soon as you receive the transaction receipt in your email account. Know that all Download Links are provided for a limited time and must be downloaded upon checkout. This is a built in security feature and out of our control. Contact KEM Book Support Services below if you missed that limited timeframe. We will verify purchases with the payment processor then create a new one-time download link for the email address used for the original order. This can take 24 to 48 hours.
Temporary/Pending Bank Holds:
If for any reason your order did not process or was canceled on your end, please know that the charge may appear as a pending bank hold. This is a pending charge from the Payment Processor, not Kevin L.A. Ewing Ministries or Live On Impact Media Publishing. The charge will disappear from your account within 24 to 48 hours. Once the charge disappears, you can place a new order with a different payment method.
KEM Book Support Services can check with the Payment Processor if the charge was a successful transaction and you need a new one-time code for any of your Digital Products ordered. Please do not contact Kevin L.A. Ewing with any issues concerning your orders or download issues as it may delay our ability to assist you with your purchase. Pastor Kevin L.A. Ewing has put his KEM Book Support Services staff in place to assist all customer service issues related to his website, books and digital orders. Please contact the KEM Book Support Services staff below and allow us 24-48 hours to assist with any issues you may have from any book related orders from the Kevin L.A. Ewing website.
2. Blocked & Failed Payment Issues:
If your payment did not process or your transaction failed: 1) it will be due to either insufficient funds on the card OR 2) incorrect payment information has been entered such as addresses, zip codes, or the card's security code (CSC). These discrepancies will be automatically blocked from processing by the payment processor if any of these are incorrectly entered and do not match identically to what your bank's debit card or credit card company has on file for you. We recommend checking with your bank to verify the address and/or zip code associated with your card if your purchases are not processing correctly.
If the provided solutions haven't resolved your issue, or if you have any other inquiries related to book orders, please feel free to contact us using the form below. The KEM Book Support Services are here to assist you. Thank you for supporting Kevin L.A. Ewing Ministries and his books. Your satisfaction is important to us, and we look forward to serving you.