How to resolve your users' most frequently asked questions

This article will help you resolve your users' most frequently asked questions on the spot, without delays or intermediaries. Each case includes the step-by-step you need to act quickly and give your user an immediate response.

In this article:

1. The user wants a refund
2. The user wants to cancel their subscription
3. The user thinks they bought a physical book
4. The user cannot reset their password
5. The user made a purchase and cannot access the content
6. The user reports that their content doesn't display correctly
7. The user cannot log in to the app
8. The user wants to transfer their purchase to another email
9. The user wants an invoice
10. The user was charged twice
11. The user wants to download content to read offline
12. The user doesn't know which devices they can read their content on
13. The user wants to gift a publication

1. The user wants a refund

First, you need to understand whether they want to refund a subscription payment or an individual purchase. For individual purchases, refunds must be processed from Control Panel → Users.

1. Search for the user by name or email.
2. Click on the number of acquired publications or plans in the corresponding column.
3. Depending on the type of purchase:

• Individual publication: click the three dots (⋮) next to the purchase and select Refund payment.
• Subscription: open the plan and select the refund option from the three-dot menu (⋮).

4. Specify the reason for the refund and confirm by clicking Refund.

→ Refund user payments

For subscription refunds, you have an alternative available in point 2, which will not cancel the continuity of the subscription. There you can also manage partial subscription refunds.

2. The user wants to cancel their subscription

There are two ways to manage the cancellation:

Option A — The user cancels from their account

Direct them to follow these steps:

1. Go to the store and log in.
2. Open the dropdown menu in the upper right corner.
3. Select Account.
4. Scroll down to the Subscriptions section.
5. Click Cancel subscription.

You can share the following link with the step-by-step instructions directly.

→ How do I cancel my subscription?

Option B — Cancel from the users panel as an administrator

1. Go to Control Panel → Users.
2. Search for the user by email.
3. Enter their profile and locate the active subscription.
4. Execute the cancellation.

→ Cancel a user's subscription

Option C — Cancel from the subscriptions panel as an administrator

1. Go to Control Panel → Plans → Subscriptions.
2. Search for the user by email.
3. Enter their profile and locate the active subscription.
4. Execute the cancellation.

→ Partial refunds for subscriptions

3. The user thinks they bought a physical book

If you don't offer physical books in your store, you can assure them that Publica.la is a 100% digital platform where no physical books are sold or shipped.

Explain to the user:

• The purchased content is digital and can be accessed from a web browser or the Publica Reader app.
• They will not receive any physical shipment or dispatch notification.
• They can access their content at any time by logging into the store with the email they used to make the purchase.
• The consumption format is also clarified in the frequently asked questions.

4. The user cannot reset their password

If the user wants to do it themselves

Direct them to follow these steps from the store's login screen:

1. Click Reset password.
2. Enter their email address and confirm the action.
3. Check their inbox (including the spam folder) and follow the link that will arrive by email.

→ I forgot my password

If you need to reset it from the panel as an administrator

From Control Panel → Users, find the user and choose one of these options:

• Option 1 — Send a reset link: click the user's dropdown menu and select Send password reset link. The user will receive an email to create their new password independently.

• Option 2 — Set a temporary password: go to Edit in the user's profile, type a new password in the corresponding field, and save the changes. Then share it with the user through another channel and tell them to change it from My account after logging in.

→ Reset a user's password

5. The user made a purchase and cannot access the content

Access to content is automatic after a successful purchase. If it's not working, follow this diagnostic flow before escalating.

Step 1 — Verify that the payment is registered

1. Go to Control Panel → Sales.
2. Search for the user's transaction by email or date.
3. Confirm that the payment status is approved.

4. If you cannot find the registered payment, you can ask them to send you the payment receipt so we can review it.

Step 2 — Verify they are using the correct email

• Ask them which email they registered with and which one they used to pay. It's common for users to register with one email but pay with another.
• If the emails don't match, tell them to log in with the email they registered with on the platform. You can find this discrepancy in Control Panel → Sales.

Step 3 — Verify they are on the correct URL

• Confirm they are accessing your store and not another one with a similar name.
• Share the exact URL of your store and tell them how to log in.

Step 4 — Use the "View as user" tool

1. From Control Panel → Users, find the user.
2. Use the View as user option to simulate their experience in the store.
3. This allows you to confirm whether the problem is real or if the user doesn't know how to navigate the content or has a local issue.

• If you cannot replicate the problem on your devices, it is likely a local issue. Tell them to update their browser and/or the app (depending on where the problem occurs). In many cases, clearing the browser cache resolves the issue.

Step 5 — Identify whether the problem is local or general

If the previous steps confirm that the user does not have access, collect this information:

• Does the problem occur in the browser, the app, or both?
• What browser and operating system are they trying to access from?
• If the problem is in the app: ask them to uninstall and reinstall it.
• If the problem occurs on a specific device: request the brand, model, operating system, and version.

6. The user reports that their content doesn't display correctly

First, check from your panel

Use the View as user feature (from Control Panel → Users) to simulate their experience in the store. If you can replicate the error, verify that your original file is not damaged. Try reprocessing the publication. If this doesn't solve the problem, write to us at support@publica.la.

Collect information

Otherwise, before suggesting anything, ask them:

• What device does it occur on? (brand, model, operating system, and version)
• Are they using the web browser or the Publica.la Reader app?
• Which browser does the problem occur in? (Chrome, Safari, Firefox, Edge, etc.)
• Do they have screenshots of the problem?

With this information, try to replicate the behavior. If you can't, it is likely due to something local to the user.

Steps to suggest to the user

1. Update the browser or app to the latest available version.
2. Clear the browser cache and reload the page.
3. Try in another browser or device to rule out a local issue.
4. If using the app: uninstall and reinstall it.

7. The user cannot log in to the app

The Publica.la Reader app is available for Android 8.0 or higher and iOS 14 or higher.

Available login methods

1. With Google or Facebook — If the user has an active session for those networks on their device, they can log in with one tap. The email must match the one used for their purchase in the store.

2. With a code by email — The user enters their registered email, requests a code from the app, receives it in their inbox (also check spam), and enters it to complete access.

3. With a code from the web store — If they don't receive the email with the code, they can generate one by logging into the web store, going to the upper right menu, and selecting Log in to app. The code will be valid for 15 minutes.

→ How to log in to the app

8. The user wants to transfer their purchase to another email

Publications cannot be transferred directly between accounts. However, there is an alternative method: modifying the email of the user who has access to the content.

Precaution before starting

The system does not allow two users to have the same email simultaneously. If the email you want to transfer access to is already registered as a user in your store, you will need to change their email or delete them before proceeding; otherwise you will get a duplicate error. To do this, verify that this user has no content assigned to their account, or they will lose access. In that case, this option is not viable for their situation.

Steps

1. Go to Control Panel → Users.
2. If the destination email is already registered, first edit that user to change or remove it.
3. Find the user who currently has access to the content.
4. Go to their profile and select Edit user.
5. Modify the Email field with the new desired email.
6. Save the changes.

From that point on, the content will be accessible from the new email address. Make sure to set a password for their first access, or tell them to use the password reset option the first time they log in.

→ Edit users individually

9. The user wants an invoice

Publica.la is VAT-exempt, so we do not issue VAT invoices. We do issue payment receipts.

If the user requests an invoice or did not receive one, you should write to support@publica.la with the following details:

• Full name or company name
• Tax ID number
• Registered address
• Email to which the receipt should be sent
• Date and amount of the purchase

10. The user was charged twice

Step 1 — Check in the sales panel

1. Go to Control Panel → Sales.
2. Search for the user's transactions filtering by email or date.
3. Verify whether two approved transactions appear for the same purchase.

If you don't see a duplicate purchase:

Step 2 — Ask the user for the duplicate payment receipt

Ask them to share a screenshot or receipt of both charges (this could be their card statement or their digital wallet receipt). This helps you confirm that the double charge is real and not a pending charge that hasn't been reversed yet.

Possible scenarios

• Two approved transactions in the panel → A real double charge exists. Process the refund for the duplicate transaction following the steps in point 1 of this article.

• One approved transaction and one failed or pending → The first payment attempt was not processed; only one real charge was made. Pending charges are usually automatically reversed within 24 to 72 business hours depending on the user's bank. The amount may be blocked on their card or account, but if the transaction is not approved, the amount will be released.

• No transactions registered in the panel → The payment was not credited to the platform. The user should verify the status of the charge with their bank or digital wallet.

11. The user wants to download content to read offline

Offline reading is available only through the Publica.la Reader app. It is not possible to download content from the web browser.

Steps for the user

1. Download the Publica.la Reader app:

• Google Play (Android)
• App Store (iOS)

2. Log in with the email used for the purchase.
3. Find the publication in My purchases or My publications.
4. Tap the download icon to save it to the device.
5. Once downloaded, they will be able to read it without an internet connection.

→ Enable original file downloads

12. The user doesn't know which devices they can read their content on

Content purchased in the store is accessible from:

• Web browser (Chrome, Firefox, Safari, Edge, etc.) on any computer, tablet, or phone with an internet connection.
• Publica Reader app on:

→ Android version 8.0 or higher

→ iOS version 14 or higher (iPhone and iPad)

The user must log in with the same email on all devices where they want to access the content.

Where to download the app

• Publica Reader on Google Play (Android)
• Publica Reader on App Store (iOS)

→ How to log in to the app

13. The user wants to gift a publication but has questions about how it works

The gift feature allows a user to gift digital content to another person directly from the store.

What can be gifted?

• Individual ebooks and audiobooks.

How it works for the person giving the gift

1. Log in to the store.
2. Browse to the publication they want to gift.
3. Click the Gift button on the content page.
4. Complete the payment.
5. Personalize the gift: enter their name and, optionally, write a message for the recipient.
6. Share the gift via: WhatsApp, email, URL, or by downloading the certificate to print.

How it works for the person receiving the gift

1. They receive a link or QR code.
2. By clicking or scanning it, they access the store.
3. They complete registration or login (with a different email than the person who gifted it).
4. The content becomes available in their account.

→ How to gift content

We hope this article is helpful. If you have any further questions, you'll find a wide variety of articles in our help center that may be useful. You can also reach us by email at support@publica.la or, for more urgent inquiries, you can contact us through the chat available in your store's Control Panel.

Updated on: 18/05/2026