1. Check the NEBABNA account and library
Confirm that you are signed in to the NEBABNA account used for the purchase, then check My Library. Having another NEBABNA account on the same device does not mean it has the same book access. Use Restore purchases if that option is available in your installed app version.
Note whether the book is absent from the library, appears but fails to download, or opens with an error. These are different symptoms. Copy the error wording and note when it happened instead of assuming the payment failed.
2. Keep the relevant purchase details
Find the book title, approximate purchase date and store transaction reference in your purchase record. Keep your NEBABNA account email available. Book access and local reading notes are separate: restoring access does not promise recovery of bookmarks or highlights removed from a device.
Never send a password, verification code, full payment-card number or an unedited receipt containing unrelated personal information. Send only the information needed to identify the affected purchase.
3. Send one clear support request
Use our contact form and choose Reading & book access or Purchase or payment. Include the book title, transaction reference, device, app version if known, and the steps you already tried. A successful submission shows a case reference. Save it so you can refer to the same case later.
If the form reports an error, it has not confirmed delivery. Keep your message and retry when the connection is working. For a request about a store-billed refund, consult the purchase guidance in our Help centre as well; a support request does not itself approve a refund.