Hamsterra
English

Interface language

E4 · Analytics and account

Get help

For authorsVoice-over · English subtitles

Find answers in Help and open a support request when you need us.

Go to written steps

Before you start

  • Sign in if you want to open and track a support request.
  • Have a short description of the problem ready, with the book title, device or page link where relevant.

Watch the walkthrough

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English voice-over and subtitles; use the player’s captions control to adjust subtitles. The video is embedded from YouTube.

Chapters

  1. Open Help.
  2. Check the quick answers.
  3. Read the help sections.
  4. Report a problem with an ARC.
  5. Open a support request.
  6. Describe what happened.
  7. Send the request.
  8. Add a message.Current chapter
  9. Close the request.
  10. Find your requests again.

Transcript

Select a line to jump to that moment in the video.

  1. In this lesson, you'll find answers and ask us for help.
  2. Scroll to the footer. Under Help, select Help.
  3. The Help page starts with quick answers for readers and authors.
  4. Further down, you'll find the giveaway rating explained, help with two-step verification, including what to do if you lose your phone, and a reader guide.
  5. If you're reading an ARC and a file doesn't open or a format is missing, use Report a problem on your ARC page.
  6. Describe what happened and which format you tried.
  7. For help with Hamsterra, select Open a support request under Need more help?
  8. Support requests keeps all your questions in one place.
  9. Then select New request.
  10. Choose a category, add a short subject and describe what happened.
  11. Include the book title, device or page link where relevant.
  12. You can also attach screenshots or a PDF.
  13. Select Send request.
  14. Your request gets a number, and we reply to your account email address.
  15. Replies arrive by email, rather than in this thread.
  16. To add details later, open the request, write under Add a message and select Send message.
  17. When your question is answered, select Close request.
  18. To reopen it within 14 days of closing, select Reopen request.
  19. To return to your requests later, select Support in the footer.
  20. That's the end of this lesson.

Written steps (text version of this video)

This walkthrough shows where Help is, what it covers, and how to open a support request, add a message to it and close it once your question is answered.

  1. Open Help.

    Scroll to the footer. Under Help, select Help.

    0:11 Help →

  2. Check the quick answers.

    The Help page starts with quick answers for readers and authors.

    0:20 Help →

  3. Read the help sections.

    Further down are the sections on the giveaway rating, two-step verification and the reader guide.

    0:25 Help →

  4. Report a problem with an ARC.

    If a file on your ARC doesn't open or a format is missing, use Report a problem on your ARC page.

    0:37 Help →

  5. Open a support request.

    For help with Hamsterra, select Open a support request under Need more help?, then New request.

    0:49 Support requests →

  6. Describe what happened.

    Choose a category, add a subject and describe what happened. Include the book title, device or page link where relevant. You can attach screenshots or a PDF.

    1:01 New support request →

  7. Send the request.

    Select Send request. We reply to your account email address; replies arrive by email, not in the request.

    1:20 Support requests →

  8. Add a message.

    To add details, write under Add a message and select Send message.

    1:32 Support requests →

  9. Close the request.

    When your question is answered, select Close request. To reopen it within 14 days of closing, select Reopen request.

    1:41 Support requests →

  10. Find your requests again.

    To return to your requests later, select Support in the footer.

    1:50 Support requests →

Check you’re done

  • You have checked the relevant answers in Help.
  • Your support request has a number and appears in Support requests.
  • Any extra details you added appear in the request.
  • Once your question is answered, the request is marked Closed.

Common questions

Where will I receive a reply?

Replies arrive at your account email address, rather than in the request.

Can I add more details after sending a request?

Open the request, write under Add a message and select Send message.

Can I reopen a closed request?

You can select Reopen request within 14 days of closing it.

E1 · 2:51

Read your analytics

See how readers find your books, ask for copies and download them.

E2 · 2:25

Plan and usage

Check your author plan, how much of each limit you have used and where to change it.

Still stuck? Report a problem