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Thread: Books disappeared from bookshelf


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richard gray

Posts: 2
Registered: 12/22/16
Books disappeared from bookshelf
Posted: Feb 7, 2017 2:53 PM
 
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I have five published books, they all disappeared from my bookshelf one day although they are still available to buy. I hit a brick wall trying to communicate to amazon and find out what has happened. Anyone experienced the same issue?
kallen11

Posts: 836
Registered: 03/13/10
Re: Books disappeared from bookshelf
Posted: Feb 7, 2017 2:59 PM   in response to: richard gray in response to: richard gray
 
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Somebody has the same issue just about every day. Generally, they've used the wrong login information, which creates a new, empty account. Log out and carefully try again with the email and password you used to create the KDP account in which you published your books.
richard gray

Posts: 2
Registered: 12/22/16
Re: Books disappeared from bookshelf
Posted: Feb 7, 2017 3:09 PM   in response to: kallen11 in response to: kallen11
 
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Thanks, already investigated that possibility
Elias Kunaka

Posts: 1
Registered: 02/08/17
Re: Books disappeared from bookshelf
Posted: Feb 8, 2017 1:20 AM   in response to: richard gray in response to: richard gray
 
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I also just faced the same problem, I can't find the book I published in June 2015. I most certainly used that one account, although I also investigated the possibility of a different one. And still nothing. Any help?
cdalebrittain

Posts: 10,237
Registered: 03/05/11
Re: Books disappeared from bookshelf
Posted: Feb 8, 2017 7:00 AM   in response to: Elias Kunaka in response to: Elias Kunaka
 
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Your handle indicates you registered today, not back in 2015. Therefore you are clearly using different log-in info than you used to publish your book.

Go back through your email and see if you can find the email from KDP saying your book is live. That will tell you your user name (the email address). Now you just have to remember the password. Good luck!
Anne Rogers

Posts: 7
Registered: 02/16/17
Re: Books disappeared from bookshelf
Posted: Feb 16, 2017 12:40 AM   in response to: richard gray in response to: richard gray
 
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I have had the same problem. When I updated my email the books disappeared, couldn't get any sense out of support. Tried every email address I had around the time the books were published but no luck. I have run out of ideas. I want to update info in the books and can't and I'm not even sure I will get paid if any of them sell. This whole thing sucks! Anybody got any ideas?
Notjohn

Posts: 20,794
Registered: 02/27/13
Re: Books disappeared from bookshelf
Posted: Feb 16, 2017 2:53 AM   in response to: Anne Rogers in response to: Anne Rogers
 
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Try this address for Support: kindle-support@amazon.com

Good luck! -- NJ

The book: Notjohn's Guide to E-Book Formatting (and print as well!)

The blog: http://notjohnkdp.blogspot.com
Anne Rogers

Posts: 7
Registered: 02/16/17
Re: Books disappeared from bookshelf
Posted: Feb 16, 2017 6:12 AM   in response to: Notjohn in response to: Notjohn
 
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Thanks but I already tried them, after being told 20 or maybe it was 30 times to please email my request using the email associated with the old account, which I couldn't do because it had been closed years ago, which I had told them. I gave up realising the support department for the bookshelf didn't understand English. I tried logging into the old account using the email associated with it but couldn't remember the pass word, then when I tried to reset the pass word they sent the reset to the old defunct email address! I will probably never get my books back as they have been swallowed up by the cavernous maw that is Amazon. They will probably kick me off now for saying such awful things about them, but I don't care I'll just put my books on a competitors site. After all I am the legitimate owner of those books, I have my original files that I wrote so I can put them on any publishing platform I like. ARE YOU LISTENING AMAZON? I'm thinking of leaving you if you don't fix this monumental stuff up, I'm not the only one suffering from your incompetence. I wanted to put my books on Kindle Unlimited, fat chance now. I also have a new book which I was going to put on the Kindle Unlimited but I'm so pissed off I 'm having second thoughts. Maybe if all of us disgruntled folk who have lost access to our books threatened to leave, Amazon might pull their finger out of their backsides and do something about it.
Emily Veinglory

Posts: 2,900
Registered: 04/25/13
Re: Books disappeared from bookshelf
Posted: Feb 16, 2017 7:00 AM   in response to: Anne Rogers in response to: Anne Rogers
 
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It can be irritating but you have to work out how to sign into the account that contains the books. Asking kindle staff for help specifically with that may be more productive. Old emails from that account might help of you attach or forward those to the helpdesk to show which account you are trying to access.

Resetting the pass word as you described should work for most people. Give it 24 hours and them search for it in your "all mail" bin which will include all spam, blocked, muted and filtered mail.

However in the event of that email being inaccessible only the helpdesk can assist. Do not send new requests, escalate the ones you have and request a phone call.

And acknowledge that the underlying error, having a commercial account attached to a single non-working email address, is actually yours. It's something I have done myself, we are all human. But that is where the entire problems came from.
Ralph E Vaughan

Posts: 3,117
Registered: 12/01/12
Re: Books disappeared from bookshelf
Posted: Feb 16, 2017 9:15 AM   in response to: Anne Rogers in response to: Anne Rogers
 
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Anne Rogers wrote:
Thanks but I already tried them, after being told 20 or maybe it was 30 times to please email my request using the email associated with the old account, which I couldn't do because it had been closed years ago, which I had told them. I gave up realising the support department for the bookshelf didn't understand English. I tried logging into the old account using the email associated with it but couldn't remember the pass word, then when I tried to reset the pass word they sent the reset to the old defunct email address! I will probably never get my books back as they have been swallowed up by the cavernous maw that is Amazon. They will probably kick me off now for saying such awful things about them, but I don't care I'll just put my books on a competitors site. After all I am the legitimate owner of those books, I have my original files that I wrote so I can put them on any publishing platform I like. ARE YOU LISTENING AMAZON? I'm thinking of leaving you if you don't fix this monumental stuff up, I'm not the only one suffering from your incompetence. I wanted to put my books on Kindle Unlimited, fat chance now. I also have a new book which I was going to put on the Kindle Unlimited but I'm so pissed off I 'm having second thoughts. Maybe if all of us disgruntled folk who have lost access to our books threatened to leave, Amazon might pull their finger out of their backsides and do something about it.

No, Amazon does not as a rule monitor the threads, though, sometimes, at odd hours, if you click on the main forum page to find out which members are logged in you can see that KDP Admin is lurking about. Hopefully, though, not at the moment, reading a tirade I'm pretty sure would not have passed the Dale Carnegie litmus test.

As others have been told whenever this problem arises (and it seems to almost daily), they did not change their address as they thought they did. There is a specific process for this and is set out step-by-step in the help pages, very different than the process they followed. Invariably, people think they are changing their address when what they are really doing is creating another account. Case in point may be yours, since your profile shows you joined KDP today, not some time ago. If you cannot recall your login/password, then you are dependent upon KDP assistance, reachable only through the Contact Us button at the bottom of the page. Even though they are, to you, faceless automatons who "don't understand English," they are yet people who understand enough English to know when they have been given vinegar rather than sugar.

Anne Rogers

Posts: 7
Registered: 02/16/17
Re: Books disappeared from bookshelf
Posted: Feb 16, 2017 9:56 AM   in response to: Ralph E Vaughan in response to: Ralph E Vaughan
 
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I apologise for my tirade. But you see I have tried everything any of you have so kindly suggested as a remedy. I even requested a phone call but didn't get it. It seems they only call US residents. I live in Australia. I know we are considered a backwater but I think we deserve better. I know what my email address was and even tried to rejoin the internet company I had the email with but couldn't get my old email address back. The reset email was supposed to arrive in 5 mins but I haven't got it yet some 12 hrs later and that is because they will send it to the old address, so how can it turn up sometime in the future, since that reset system is automated no-one will know it bounced. I will give support one more try so keep fingers crossed. And thanks again to everyone who responded.
Ralph E Vaughan

Posts: 3,117
Registered: 12/01/12
Re: Books disappeared from bookshelf
Posted: Feb 16, 2017 11:15 AM   in response to: Anne Rogers in response to: Anne Rogers
 
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Anne Rogers wrote:
I apologise for my tirade. But you see I have tried everything any of you have so kindly suggested as a remedy. I even requested a phone call but didn't get it. It seems they only call US residents. I live in Australia. I know we are considered a backwater but I think we deserve better. I know what my email address was and even tried to rejoin the internet company I had the email with but couldn't get my old email address back. The reset email was supposed to arrive in 5 mins but I haven't got it yet some 12 hrs later and that is because they will send it to the old address, so how can it turn up sometime in the future, since that reset system is automated no-one will know it bounced. I will give support one more try so keep fingers crossed. And thanks again to everyone who responded.

Are you still able to access your Author Central account? If so, you might try the Help button there, or through CreateSpace if, like many here, you also have an account there. If you can recall that old password (written down somewhere maybe?) you should still be able to access your KDP account with it, even if the email account is closed ... the email/password is to access KDP, not the email account. The only other thing I can think of is if you used your Amazon purchase account as your KDP account ... I have one account for both to avoid such situations as these. If your Amazon account is still active, you should be able to change your email there (or have customer service help you) which would then change your old account as well, hopefully reestablishing your access. Good luck with it, and do let us know if anything works.

Anne Rogers

Posts: 7
Registered: 02/16/17
Re: Books disappeared from bookshelf
Posted: Feb 17, 2017 8:24 AM   in response to: Ralph E Vaughan in response to: Ralph E Vaughan
 
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Hi guys and gals, the story so far is: I'm going to try checking my old computer to see if I have still got the log in details for the old account on it as that was the one I was using around that time, 2011. I just need to get another old style monitor from my local tech guy as the one it had gave up a while ago. He said he has one that I can buy for $10 so next Mon I'm going over there to get it. Don't know why I didn't think of that sooner. And, yes I still have access to my author central account and all my books are there, funny that! And I can change details in my author bio, even stranger! I don't understand why they don't link author central to the bookshelf it would make life a lot easier.
cdalebrittain

Posts: 10,237
Registered: 03/05/11
Re: Books disappeared from bookshelf
Posted: Feb 17, 2017 9:13 AM   in response to: Anne Rogers in response to: Anne Rogers
 
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Since you can log into your Author Central account, you must have the correct login info. Go back to Bookshelf. Typing very carefully, enter the correct user name and password that you used at AC. They wouldn't have your books at AC unless it were linked to your publishing account, unless you accidentally created two accounts and claimed your books using the wrong one.
cdalebrittain

Posts: 10,237
Registered: 03/05/11
Re: Books disappeared from bookshelf
Posted: Feb 17, 2017 9:17 AM   in response to: cdalebrittain in response to: cdalebrittain
 
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PS

If you think you somehow created two accounts, tell KDP Help that.

Oh, and if you sell books you still get paid as long as your banking info is correct, whether or not you can access your Bookshelf.
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