Technical issues with Bitesize or other orders? Some troubleshooting help

I'm sorry if you've been having technical difficulties with files you got from my 'shop'.
Here are the most common issues – have a look if this will fix it.

If you're not finding a solution here, do contact me (preferably with screenshots) and I'll gladly sort things out for you as a priority. It's just me (I don't have a team), so I apologise if I don't see your message right away. I hope what follows will give you immediate answers.

My 'shop' won't take your payment?

Sometimes a person has told me that while trying to buy, the system failed in some way. Usually this is resolved when they go onto another device. However I don't want you to spend ages battling technology when you have precious work to do at home. So you can contact me and I'll get you set up and send you a Paypal link, so you can bypass the 'shop'.

You didn't receive an email?

Check your spam, of course. If your system evaluated my email as spam, hopefully it put it in your spam box, but annoyingly it may also not send it to you at all. Luckily, when I respond to your emails from my personal email address, that rarely gets marked as spam.

To help ensure you do receive my order confirmation emails, can you allowlist/add to Safe Senders List the email eva@m.anorexiafamily.com. (Help for Gmail | Outlook)

If you used a payment method (like GPay or Apple Pay) that corresponds to a particular email address, that is the address that emails will go to. If you use different email addresses, try checking the one(s) relating to your online payment method.

Sometimes an email can't go anywhere because there's a typo error in the address that a person typed in. If I see that I do my best to guess the correct address, but sometimes all I can do is hope you'll contact me.

Issues with downloading files

You can't find the link to download the files you ordered? Look at the email "Your order with Eva Musby". There are TWO columns, one "Product", the other "Download". The download links are in the column headed "Download".

The download doesn't seem to work, or you can't install the files: Usually I find that people successfully downloaded the files, but didn't realise it had worked and don't know which folder the file went to on their device. Search your device for 'musby' or 'eating disorder' or 'ebook' or 'meditation' or 'helpsheet' — depending on which product you're looking for.

Issues with reading the ebook

Make sure the ebook is downloaded onto your device:

Are you looking for the download link? Look at the email "Your order with Eva Musby". There are TWO columns, one "Product", the other "Download". The download links are in the column headed "Download".

If I’ve supplied a zipped folder, rather than individual files, you’ll need to extract/unzip. Sometimes it’s easier to do that on a computer than on a phone.

The epub file is ideal for your Kindle or iBooks reader because the text flows to fit your screen. The pdf file is simpler install but its layout is fixed.

You now need to get the epub book file onto your device's reader. Is your device a Kindle? If not, that's fine as there's a Kindle app for any type of computer or tablet or phone. If you have an iPad or iPhone, you may use its iBooks app or get the Kindle app.

To get the book file onto your Kindle or onto your device's Kindle app:

Go to https://www.amazon.com/sendtokindle or whatever the Amazon address is for your country (but the .com seems to work anywhere). From there it’s easy to drag the epub file into a box to get the file sent to your Kindle library. If that fails, there are alternative methods listed on https://www.amazon.com/sendtokindle

I guide you step-by-step to get the file onto your reader on https://anorexiafamily.com/kindle/

To get the book file onto the iBooks app of your iPhone or iPad

Make sure the free iBooks app is on your device. Follow the link from Safari to reach the EPUB document. Then select “Open in iBooks” on the iPad. The eBook will open and be added to your iBooks collection.

From now on, you can open the ePub document from the iBooks app on your iPad.

If you’re stuck, have a look at video: ‘How to import Ebooks & PDFs to the Books App on iPhone or iPad’ https://www.youtube.com/watch?v=VVtIETNk8SY

If you are experiencing problems, remember that on iPhone or iPad, you can use the Kindle app instead of iBooks.

If you're struggling with the technology:

If the ebook you bought from my website is proving hard to install, I can refund you, so you can buy from Amazon. As long as you have a Kindle device or the Kindle app on your phone, tablet or computer, then things are easy with the Kindle book from Amazon.

Issues with booking a workshop

When you're trying to book a workshop (they're all listed here), make sure that after you you click on the date you also click on the time. Until you do that, the 'Book Now' button will not do anything.

Sometimes the glitch is with just one device, so try switching to to another (phone, computer…)

Sometimes the system has failed to give some people a Zoom link, or people have got conflicting information about the time for their timezone.

Anything that's not working smoothly with booking a workshop, contact me and I'll sort it out for you.

Help with the Bitesize audio collection

You didn't get an email to register or you didn't get my 'Welcome to Bitesize' email after registering? See above.

You clicked on the registration link and got a weird error message? That's most often because you've already registered, and that link only works once. The good news is you can now use Bitesize.

You don't know how to get into Bitesize? Access to Bitesize is on the top menu of my website, or on https://anorexiafamily.com/bitesize. If that page fails, you can use this alternative: https://anorexiafamily.com/bitesize-alternative, which is also on the top menu:

Bitesize error on your iPhone?

Some iPhone users report that the Bitesize page seems to start loading, but then comes up with an error message "A problem repeatedly occurred" (on Safari) or "Can't open this page" (on Chrome):

Solution: this alternative page should work on any phone

Use this alternative page https://anorexiafamily.com/bitesize-alternative.

You'll find the page on the website's menu:

It seems to keep iPhones happier, possibly because when you click on a title, the audio plays in a new tab. (The normal 'Enter Bitesize' page has all the audios on it. I'm told an iPhone may fail to load the page in slower network conditions, as it wants to pre-download all that data).

These ways of using Bitesize always work:

1. If you're online, you can always listen to Bitesize using the Playlist. You pick a track and it keeps playing through all the following tracks (so it's great if you are driving and are online).The Playlist page seems to work for everyone.

2. For offline listening you can download everything onto your phone: download everything onto your phone. It's fiddly but I guide you step by step. To unzip, you'll need the password that I send everyone in my "Welcome to Bitesize" email.

Other things to try

Please would you check if the issue is only on an iPhone.

One parent told me that sometimes the Bitesize page works after some repeated refreshing.

If on Chrome you're getting "Can't open this page" then the solution may be to stick to the alternative page https://anorexiafamily.com/bitesize-alternative. But first you can see if 'emptying the cache' for that page works. There's instructions for all kinds of devices and browsers here. Briefly:

• On a phone using the Chrome browser: menu (3 dots)>Settings>Site settings>All sites>anorexiafamily.com>clear and reset.
• On a phone using the Safari browser: Settings>Safari>Website Data>Remove all website data

Still not working?

If you're still stuck, do let me know, if possible with screenshots. tell me which page is not working, the device you're using and the browser you're using. I'm not highly technical but will do my best to help, and also, your info will alert me to any new issues.