Payment Issues

1. Q I already purchase an eBook, but it is not in my library. What should I do?
   A Folow below steps to manage the issue:

   • 1. Do NOT make another payment unless you have received confirmation from your bank / E-Sentral to notify that your purchase transaction is unsuccessful.
   • 2. Refresh your application. Sometimes application need to be refreshed in order for new eBooks to be shown. You can refresh your library by: iOS (swipe down in My Library), Android (tapon top right corner of your screen, then tap Refresh).
   • 3. Check if you have received any receipt. Sometimes payment can be delayed up to 24 hours or more due to Bank or payment gateway issues. Your eBook will be added to your account once the payment has succeeded.
2. Q I received a message that my credit card payment cannot be accepted. Why?
   A Some payment gateway providers used by E-Sentral such as in Malaysia, only accepts credit card which are issued in Malaysia (3-D verification).
3. Q I made double purchase or more for the same eBook. Could I get a refund?
   A Folow below steps to manage the issue:

   • 1. This problem is caused due to possible delay on our payment gateway side from time to time. Most customers would immediately make a second or third payment after not receiving eBooks or payment confirmation, while during that time, the first payment has been processed.
   • 2. Please contact our support team here with screenshots of all your receipts attached.
   • 3. You may choose free eBook(s) from any author/publisher as replacement, provided their total price are equal to excess amount paid. For example, a person who double-purchased RM 5 will have an excess of RM 5, which made him eligible to request for another RM 5 eBook or two RM 2.5 eBook for example.
4. Q 4. What should I do if I don`t receive any payment confirmation / receipt?
   A Folow below steps to manage the issue:

   • 1. Do NOT make another payment unless you have received confirmation from your bank / E-Sentral to notify that your purchase transaction is unsuccessful.
   • 2. Kindly get in contact with us and we will advise accordingly.
   • 3. If you have not received your eBook or receipt after 24 hours, please contact our support team here.