Kobo Customer Care: Complete, Professional Guide

Kobo (Rakuten Kobo Inc.) serves readers in over 190 countries with a catalog of millions of eBooks and audiobooks. Launched in 2009 and acquired by Rakuten in 2012, Kobo’s customer care is centralized online and optimized for fast resolution. This guide explains exactly how to reach Kobo support, what to prepare, how to solve common issues quickly, and how to navigate orders, warranties, returns, and privacy requests with confidence.

Important note: Kobo primarily supports customers via its help center and live chat; it does not publish a general customer-care phone number. When you need help, start at help.kobo.com. If you purchased a Kobo device from a retailer (e.g., Indigo, FNAC, Walmart), first-line returns and exchanges usually go through the retailer during their return window.

How to Reach Kobo Customer Care

The official support portal is https://help.kobo.com. From there you can start Live Chat (English support is typically available 24/7; other languages may follow regional business hours) or submit a request by email if your issue is not urgent. Keep your Kobo account email handy, as agents will authenticate you against that account.

Live Chat is the fastest path for account access issues, content not syncing, order problems, or device setup questions. Email support is better for non-urgent cases that need attachments, such as proof of purchase for warranty validation or screenshots of an error. Email responses usually arrive within 1–2 business days, and complex cases may take longer depending on investigation requirements.

If you prefer social channels, Kobo’s official updates appear on platforms like X/Twitter and Facebook under “Kobo” or “Rakuten Kobo.” These channels are not primary support lines; you will typically be directed to help.kobo.com to open a case. Kobo does not maintain a public call-in number for general support. When phone contact is necessary, agents may offer a callback as part of a live chat case.

What to Prepare Before Contacting Support

Having precise details ready shortens resolution time. For device issues, you’ll want the model name (e.g., Kobo Clara 2E, Libra 2, Elipsa 2E), approximate purchase date, and where you bought it (kobo.com or a retailer). You can find your device software (firmware) version under Settings > About or Settings > Device information.

• Account details: Kobo account email, full name, and (if relevant) the last 4 digits of the payment method used.
• Order identifiers: kobo.com order number(s) from My Account > Purchase History at https://www.kobo.com/account.
• Device data: Model, serial number (on box label or device info screen), and current software version (e.g., 4.xx.x).
• Problem specifics: Exact error messages, steps to reproduce, date/time and timezone of the last attempt, and any changes just before the issue (new Wi-Fi, sideloaded files, etc.).
• Proof of purchase: Receipt or invoice PDF/JPG if you need warranty service; ensure the purchase date and seller are visible.

Quick Fixes to Try Before You Chat

Many common Kobo issues resolve with a few checks. First, fully charge your eReader using a reliable USB cable and a 5V/1A (or higher) power adapter. A first full charge can take 2–3 hours. If your device is unresponsive, press and hold the power button for about 10–15 seconds to force a restart, then wait 1–2 minutes for the home screen to load.

• Sync and content: On the device, tap Sync from the top menu; on the Kobo app, go to Settings > Sync. Ensure Wi-Fi is on and the date/time is correct. If a book won’t open, remove it from the device and re-download from your Library.
• Network: Forget the Wi-Fi network, reboot your router, then reconnect. Use WPA2 or WPA3 security and avoid captive portals (e.g., hotel Wi-Fi) when possible.
• Sideloaded files: Use supported formats (EPUB, PDF, Kobo EPUB). Recopy via USB using Adobe Digital Editions (for DRM-protected content) or calibre for personal files. Safely eject before unplugging.
• App issues: Update the Kobo Books app to the latest version (iOS App Store / Google Play). Clear cache (Android) or reinstall if crashes persist.
• Factory reset (last resort): Backup notes/highlights to your account if available, then go to Settings > Device information > Factory reset. You’ll need your Wi-Fi and Kobo login to set up again.

Orders, Billing, and Subscriptions

Access your receipts and order history at https://www.kobo.com/account under Purchase History. This includes eBooks, audiobooks, and hardware orders placed on kobo.com. Taxes (VAT/GST) are calculated based on your billing address. Kobo accepts major cards—including Visa, Mastercard, and American Express—and PayPal in many regions.

Refunds for digital content are limited: in many countries, eBook or audiobook refunds are granted within 7 days only for download or quality issues; outside of that window, refunds are uncommon unless required by local law. If you mistakenly purchased a duplicate title, contact support promptly with the order number. Refunds typically return to your payment method within 3–10 business days after approval, depending on your bank.

Kobo Plus subscriptions (Read, Listen, or Read & Listen) are managed at https://www.kobo.com/account/subscriptions. You can start or cancel anytime; cancellation takes effect at the end of the current billing period. Free trials usually run for up to 30 days where available; you must cancel before the trial ends to avoid being charged. Availability, pricing, and catalogs vary by country—always review the plan details on the subscription page for current terms in your region.

Warranty, Repairs, and Returns

Kobo eReaders include a limited hardware warranty—commonly one year from the date of retail purchase, or two years in many EU/EEA countries in line with regional consumer law. Warranty coverage applies to defects in materials and workmanship under normal use. Damage from accidents, unauthorized repairs, or incompatible accessories is typically excluded. Keep your receipt; Kobo will request proof of purchase to verify eligibility.

If you purchased your device from a retailer, use the retailer’s return or exchange policy during their return window (often 14–30 days, varies by store and country). For devices bought directly from kobo.com, Kobo generally offers a satisfaction return window (commonly 30 days from delivery) subject to the product being in good condition with all accessories; start the process via help.kobo.com with your kobo.com order number.

For waterproof, IPX8‑rated models (e.g., Libra 2, Clara 2E, Elipsa 2E, Forma), water resistance assumes fresh water and proper port closure; it does not imply immunity to all liquid damage. If support authorizes a warranty return, you’ll receive RMA instructions by email. Follow the packing guidelines exactly and use the provided shipping label if issued. Turn off and deregister the device, and remove any microSD cards or covers before sending.

Privacy, Security, and Account Recovery

To reset a forgotten password, go to https://www.kobo.com/account and choose “Forgot your password?” Use a strong, unique password and enable device passcodes where available. If your account email is compromised, change the email on your Kobo account and update your passwords elsewhere as needed. Support can help recover access once you verify ownership.

For privacy requests (access, deletion, or correction of personal data), review Kobo’s privacy policy at https://www.kobo.com/privacy and follow the instructions provided there or in the help center. If you are returning, selling, or gifting a device, perform a factory reset (Settings > Device information > Factory reset) to remove your account, downloaded content, and personal data before handing it over.

Escalation and Special Cases

If a case stalls, ask the agent to escalate and provide your existing ticket number. Summarize the issue, steps taken, and desired outcome. If you have not received an update within the timeframe promised by support (for example, 48–72 hours for a review), rejoin Live Chat at https://help.kobo.com and reference the ticket number for continuity.

Chargebacks, suspected fraud, or unauthorized purchases are handled case-by-case. Report issues immediately with dates, amounts, and order numbers. For bulk, corporate, library, or education scenarios, Kobo may route you to specialized teams; start with the help center and specify the nature of your organization and volume needs so your request reaches the correct queue.

Key Facts to Remember

Kobo’s fastest support is Live Chat via help.kobo.com, available around the clock in English. Keep your account email, order numbers, and device details on hand to speed up verification and troubleshooting. Use your kobo.com account dashboard to manage purchases, invoices, and subscriptions, and rely on the retailer’s return policy if you did not buy directly from Kobo.

Policies—including refunds, returns, and warranty durations—can vary by country and seller. When in doubt, consult the latest articles at https://help.kobo.com and the terms and policies linked from https://www.kobo.com/legal for the most current, region‑specific details.

What to do with a broken Kobo?

Locate the small hole on the bottom of your eReader. Unfold a paperclip and slide an end into the hole. Press gently until you feel a click. Your eReader should restart.

Can you get a refund on Kobo Books?

You may be able to return purchased eBooks or audiobooks from Rakuten Kobo. To see if your item is eligible for a refund, please use our online chat to see if your item qualifies for a refund, contact Kobo Customer Care.

Which kobos are no longer supported?

Discontinued Kobo E-Readers:​

• Kobo Aura ONE (N709)
• Kobo Aura Edition 2 (N236)
• Kobo Touch 2.0 (N587)
• Kobo Glo HD (N437)
• Kobo Aura H2O (N250)
• Kobo Aura (N514)
• Kobo Aura HD (N204B)
• Kobo Glo (N613)

Why is my Kobo not responding?

A frozen Kobo screen after a drop often indicates a hardware or software glitch. First, perform a hard reset by holding the power button for 20 seconds. If unresponsive, let the battery fully drain, then recharge for several hours. Persistent display issues may stem from a damaged e-ink screen or internal connections.