FAQ

1. Data protection and information regarding the GDPR at tolino

1.1. Our privacy policy uses terms that are used and defined by the legal provisions of the GDPR. We will explain the key terms here, to ensure that you understand them.

  1. Personal data

Personal data means any information relating to an identified or identifiable natural person (hereinafter ‘data subject’).  An identifiable natural person is one that can be identified, directly or indirectly, in particular by reference to an identifier such as a name, an identification number, location data or an online identifier (e.g. IP address or cookies), or to one or more factors specific to the physical, physiological, genetic, mental, economic, cultural or social identity of that natural person.

  1. Processing

Processing means any operation or set of operations which is performed on personal data or on sets of personal data, whether or not by automated means. That fundamentally includes every action involving personal data, such as collection, storage, adaptation or alteration, use, transmission, dissemination, erasure or destruction, etc.

  1. Responsible entity (controller)

The controller is the natural or legal person, public authority, agency or other body which, alone or jointly with others, determines the purposes and means of the processing of personal data. The controller must safeguard such data processing through the use of regularly inspected technical and organizational measures.

  1. Pseudonymization

Pseudonymization means the processing of personal data in such a manner that the personal data can no longer be attributed to a specific data subject without the use of additional information, provided that such additional information is kept separately and is subject to technical and organizational measures to ensure that the personal data are not attributed to an identified or identifiable natural person.

  1. Contract processor

A contract processor is a natural or legal person, public authority, agency or another body that processes personal data on behalf of the controller.

  1. Recipient

The recipient is a natural or legal person, public authority, agency or another body to which the personal data are disclosed, whether a third party or not. However, public authorities which may receive personal data in the context of a particular inquiry in accordance with the laws of the European Union or its member states shall not be regarded as recipients.

  1. Third party

A third party is a natural or legal person, public authority, agency or body other than the data subject, controller, processor and persons which, under the direct authority of the controller or processor, is authorized to process personal data.

  1. Consent

Consent is an expression of the right to self-determination under data protection law.  It is the freely given, specific, informed and unambiguous indication of the data subject’s wishes by which he or she, by a statement or by a clear affirmative action, signifies agreement to the processing of personal data relating to him or her. Consent may be revoked at any time.

1.2. What about privacy and data security with tolino?

Privacy

Information about the data protection is available under mytolino.com/privacy-policy/

Collection and use of personal data

The tolino book retailers use your personal data only for the technical management of their websites and to provide you with the services you request. If you would like more information on data privacy, please visit the website of your tolino book retailer.

Customer choice

The tolino book retailers may sometimes wish to contact customers to inform them of special offers, new products and services. When you register on these websites or buy products or services, you will be asked to state whether you would like to receive such promotional messages.

Freedom of information

On written request, the tolino book retailers will inform you what personal data (e.g. name, address) they hold on you. Please contact your tolino book retailer if you would like to request this information.

1.3. What data about me is recorded when I visit the tolino brand website?

Our website uses the open-source software tool Matomo (formerly PIWIK) to analyze the browsing behavior of our users. We thereby analyze use of our website and try to constantly improve the information we offer. The Matomo software saves a cookie to the user’s computer. The following data is saved when individual pages of our website are accessed:

– Two bytes of the IP address of the accessing user system (anonymized IP address)

– The website accessed

– The website from which the user accesses the requested page (referrer)

– The sub-pages accessed from the website visited

– The time spent on the website

– How often the website is accessed

The software only runs on our website servers. The user’s personal data is only saved to the website server. The data is not shared with third parties.

The software is set so that the IP address is not fully saved, but so that two bytes of the IP address are hidden (e.g.:  192.168.xxx.xxx). That means it is no longer possible to identify the accessing computer using the shortened IP address.

1.4. What data about me is stored by the tolino website?

We fundamentally only process personal data about our users insofar as such processing is required for the provision of a functioning website, as well as our content and services. Under normal circumstances, we only process personal data about our users with their consent. An exception is made in cases in which prior consent cannot be given for factual reasons and data processing is permissible under the applicable laws.

As the tolino brand website does not include an online shop or customer area, only a very limited amount of data is stored and is largely deleted when the user’s session ends (e.g. so-called session cookies).

tolino cookies and tracking on the website:

Our website uses the open-source software tool Matomo (formerly PIWIK) to analyze the browsing behavior of our users. We thereby analyze use of our website and try to constantly improve the information we offer. The Matomo software saves a cookie to the user’s computer. The following data is saved when individual pages of our website are accessed:

– Two bytes of the IP address of the accessing user system (anonymized IP address)

– The website accessed

– The website from which the user accesses the requested page (referrer)

– The sub-pages accessed from the website visited

– The time spent on the website

– How often the website is accessed

The software only runs on our website servers. The user’s personal data is only saved to the website server. The data is not shared with third parties.

The software is set so that the IP address is not fully saved, but so that two bytes of the IP address are hidden (e.g.:  192.168.xxx.xxx). That means it is no longer possible to identify the accessing computer using the shortened IP address.

tolino newsletter and data protection:

No separate newsletter is sent to customers and users of the tolino bookstores via the mytolino websites. If you have questions about data protection with regard to the newsletter of your tolino bookstore, please contact their customer service department.

Registration for the tolino brand website and data protection:

We do not offer users the opportunity to register for our website by providing personal data. Accordingly, no customer data is recorded, stored or used on mytolino brand websites. If you have any questions about registering with your tolino bookstore, please contact the local customer service department.

Contact forms and e-mail contact:

The international tolino brand websites include contact forms, which can be used to contact us electronically. If a user contacts us in this way, then the information entered in the input screen is transmitted to us or the customer service department of the relevant bookstore (a selection is made directly in the contact form) at the customer’s request and automatically deleted following transmission. Depending on what the user enters, the following information is transmitted to tolino media or the relevant bookstore for the purpose of processing the query:

– Contact details: first name, last name, e-mail address, (optional telephone number)

– Query information and responsibility: tolino bookstore, product allocation, reason for query, description of issue and category (optional image material upload)

Consent for data processing by the relevant customer service department is requested during the transmission process, which makes reference to this data protection statement.

Alternatively, users may contact us using the e-mail address provided. In such cases, the personal data transmitted by e-mail is saved.

The data transmitted to us is only used to process the conversation and is deleted immediately afterwards.

1.5. Which tolino customer data is saved by tolino on the mytolino brand website?

We do not offer users the opportunity to register for our website by providing personal data. Accordingly, no customer data is recorded, stored or used on mytolino brand websites. If you have any questions about registering with your tolino bookstore (e.g. regarding your Thalia, Hugendubel or Weltbild customer account), please contact the relevant customer service department.

1.6. Who can I contact if I want to exercise my right to disclosure and deletion according to the new General Data Protection Regulation (GDPR) with regard to my tolino bookstore?

For comprehensive information about the processing of your data, please contact your tolino bookstore’s customer service department. Because the tolino website is only a portal and does not involve any separate customer relationships, you can only request information from your tolino bookstore. The customer service staff will provide rapid assistance and, where applicable, the contact details of the respective data protection officer.

3. FAQ | eReader

3.1. Can I look up or translate words in the eBook?

To translate or look up individual words in an eBook, simply tap them and hold your finger in place over the word for a moment. A context menu will open, showing the translation and lookup function. The first time you do this, you will be asked to download dictionaries. You can choose French-German, English-German, Italian-German, Dutch-German and Spanish-German dictionaries. There is also a steadily growing selection of other dictionaries. You can download them by simply tapping the desired dictionary on your tolino eReader.

3.2. Can I read an eBook even if I don't have an Internet connection?

Yes, you can read an eBook without having an active Internet connection as long as you have downloaded it to the relevant device (tolino eReader, smartphone, or PC). To do this, just tap the title showing a tolino cloud symbol in the tolino library on your tolino eReader. The content is then downloaded to your tolino eReader and stored locally, so you can start reading the eBook right away.

3.3. Can I read eBooks from public libraries on the tolino eReader?

Want to borrow eBooks, but do it digitally? Public libraries let you borrow eBooks from a library anywhere in Germany, Austria, Switzerland, and other countries. Smaller libraries often join forces to launch an online lending service together. You can use the library’s website to borrow the desired eBooks and download them to your tolino eReader.

Borrowing eBooks from a public library is easy using the built-in Web browser on your tolino eReader. eBooks that you borrow and download here are automatically stored to your tolino eReader, where they are available to read right away.

You can also use your tolino eReader to return eBooks that you have borrowed from digital library services.

Important note: eBooks borrowed using software version 12.2.0 or higher are decrypted using the new digital rights management. With older software versions, the borrowing process typically requires an Adobe ID. The Adobe ID determines the due dates when you borrow eBooks using your tolino eReader. As soon as the due date passes, the eBook no longer opens on the tolino eReader. You can register an Adobe ID using the quick and easy process offered on the Adobe website.

3.4. How do I connect my tolino eReader to the Internet?

You can connect your tolino eReader to the Internet free of charge using a wireless network (WLAN) or one of the many hotspots operated by Deutsche Telekom AG.

Connecting via WLAN: Select “Settings” in the main menu and then go to “WLAN and flight mode” to connect your tolino eReader to a wireless network. If the WLAN function is turned off, please activate it by tapping “WLAN.” If the WLAN is turned on, your tolino eReader will recognize all wireless networks available in your area. Now tap your preferred network to select it. If the network is password-protected, a dialog window will appear. Enter a valid password here. After you confirm your entry by tapping “Connect,” your tolino eReader will connect to the Internet via WLAN.

Connecting via a hotspot: If you do not have a separate WLAN available, you can use any of the many hotspots operated by Deutsche Telekom AG to connect free of charge using your tolino eReader in Germany. A hotspot is a form of Internet access available at many public locations (including airports, some ICE trains operated by Deutsche Bahn, and designated public phone booths). For an overview of available Deutsche Telekom hotspots, please click here. Your device will connect automatically as soon as it is near a hotspot when the WLAN is turned on.

Please note that to use the Deutsche Telekom hotspots free of charge, you need to be registered with a tolino bookseller and logged in. If you are not registered with a tolino bookseller and logged in and simply wish to use your tolino eReader to surf the Internet, you may begin accruing charges for WLAN use as soon as you enter information such as your name, address, credit card or bank details.

3.5. How do I customize the background image that appears on the sleep screen of my tolino?

You have the option of changing the background image in sleep mode (sleep screen) directly on the tolino eReader. To do this, select "Settings" from the main menu and then "Further settings". There you have the option of selecting the tolino face, your last read eBook or your own image as the background image. To set your own picture as the wallpaper:

Save your chosen sleep screen on your computer in your files under "Pictures". You can use your own image files as sleep screen, they should have a format of 1264 x 1680 pixel and be saved as png.

Then connect your computer to your eReader using a USB cable. On your computer, right-click on the sleep screen you just saved in the "Pictures" folder and select "Copy".

Now select your connected eReader on your computer. There you select the DCIM folder with a double left click. In this folder, right-click and save the image with the "Paste" option.
Now take your eReader into your own hands. In the menu of your eReader, simply open the "Settings" section. There, select "More settings". Click on the next page until you see the category "Sleepscreen". To set up your sleep screen as a personal sleep screen, select "Own picture from folder" and select the appropriate picture from your files. Now you have finished setting up your personal sleep screen.

3.6. How do I delete eBooks from my tolino library?

You can delete eBooks from your tolino library by pressing and holding the eBook cover in the library view. This will open a context menu you can use to delete the eBook. Please note: eBooks stored in the tolino cloud remain there, but without taking up memory on your device. You can download these titles again as needed.

3.7. How do I link my eBooks from other booksellers with my tolino library (library link)?

If you have bought eBooks from multiple tolino partners, you can link your tolino libraries so that you can manage and read your eBooks centrally. Linking and managing your registered reading devices is easy.

Step 1: Change to the tolino eReader in the main menu.

From the home page of your tolino eReader (which you can access anytime by pressing the Home button on the front), open the main menu by tapping the symbol with the three lines in the upper left corner of the display.

Step 2: From the main menu, go to the “My accounts” area.

Now select “My accounts” in the main menu of your tolino eReader. Please make sure your tolino eReader says you are logged in. If your tolino eReader is not logged in, you can log in using your tolino bookseller login details.

Step 3: Go to the tolino “library link” menu.

As soon as your tolino eReader is logged in, tap “Library link” in the menu. The view that appears will give you another overview of the tolino library link function. You can tap “Next” to skip it. Read the privacy policy that appears for your information and then tap “Next” to confirm.

Step 4: Link your libraries

You will now see an overview of tolino booksellers available to link. Select the desired tolino retailer where you also have a customer account and click the “Link” button to the right of the retailer logo.

Step 5: Log in to your tolino bookseller account

To link your existing customer account with the newly selected additional tolino bookseller account, you need to log in using your login details. Please enter your login details for this retailer to confirm that you are the owner of this customer account and wish to link the libraries. Once you confirm, your tolino libraries will be linked together, and you can use the tolino cloud to load the eBooks you have already purchased to your existing tolino library.

3.8. How do I load content that I have already purchased or own to the tolino eReader?

All eBooks or other files that you own in ePUB or PDF format (open standard formats) can be saved to your tolino eReader and read there. There are two main ways to load eBooks to your tolino eReader:

1) Transfer eBooks using the tolino cloud

It’s simple to transfer your eBooks in ePUB and PDF format using the tolino Web reader. Log in using your login details and simply load your purchased eBooks to your tolino cloud using the tolino Web reader. All you have to do then is log in on your tolino eReader as usual, using your login details, and initiate the synchronization with the tolino cloud on your tolino eReader. As soon as you change to the tolino library on your tolino eReader (assuming you have an Internet connection via WLAN), the eBooks stored in the tolino cloud will be displayed. To download these books locally to your tolino, simply tap the cover of the eBook you want. The eBook will then be saved directly to your tolino eReader, and you can start reading.

2) Transfer eBooks using a cable (side loading)

It’s easy to transfer eBooks that you have already purchased in PDF and ePUB format locally to your tolino using a cable connection. As soon as you have connected your tolino eReader to your computer using the USB cable supplied with the reader and the computer has recognized the device, you can access the tolino eReader from your computer. Now you can share files between your computer and your tolino eReader. Please always be sure to store your eBooks in the “Books” folder on the tolino eReader hard drive.

Even so, we recommend adding purchased eBooks automatically via the tolino cloud, not the USB connection. The benefit of doing this is that when you download eBooks from the tolino cloud, the Adobe DRM copy protection is not activated, so you don’t have to enter an Adobe ID to read these eBooks.

Important note: Do not disconnect your device while the data exchange is in progress. Please be sure to eject the data storage media for the tolino eReader and the microSD card on your computer before disconnecting the cable between your tolino eReader and the computer or taking out the microSD card.

Please note that transferring or opening eBooks in certain formats, such as AZW format (not an open standard format) is not possible.

3.9. How do I log in on my tolino eReader?

To order eBooks on your tolino eReader and access eBooks that have already been purchased or your tolino library, you need to log in using your login details. To do this, click “Log in now” on the home screen of your tolino eReader or select “My accounts” in the main menu and then “Log in now.” If you do not yet have a customer account, you can also create a new account here. The “My accounts” area also gives you an overview of all accounts where you are logged in on the tolino eReader, such as your Adobe DRM account, which is used to read copy-protected eBooks.

Please note: If you buy your tolino eReader from a tolino bookseller, the reader is pre-set to that bookseller’s shop. If you want to change the bookseller shop later on, you can use the tolino library link function to quickly and easily combine the shops.

3.10. How do I manage the passcode?

You can set a passcode to protect your tolino eReader against unauthorized access. To do this, go to the main menu, select “Settings” and then “Passcode,” and set your PIN there. Tap the slider and follow the instructions on your tolino eReader. Once you have set a passcode, your tolino eReader cannot be used unless your personal number code is entered first. The wrong passcode can be entered any number of times without locking your tolino eReader. You can also click “Change passcode” to set a new PIN or deactivate the passcode by tapping the slider again.

If you forget your passcode or PIN, please contact the customer care team of your bookseller to resolve the issue quickly.

3.11. How do I navigate in the eBook and personalize my reading settings?

Turning pages

On all tolino devices, you can turn the page by simply tapping the right or left side of the screen or swiping. Some devices also feature the “tap2flip” function, which lets you turn the page by tapping the back of the device. Advanced settings for turning pages are found in the menu, under “Settings” and then “Reading settings.” You can turn tap2flip on and off here, or activate left-handed mode, which turns the page when you tap on the left side of the screen.

It’s easy to adjust personal settings like font and font size, margins, line spacing, text alignment, and brightness during reading on your tolino eReader. To do this, open the reading menu by tapping the middle of the screen.

(A) The back arrow closes the book
(B) Turn the reading view
(C) Table of contents
(D) Notes
(E) Settings for font size, font, etc.
(F) Set screen brightness / turn SmartLight on and off*
(G) Search in the book

*SmartLight availability depends on the model

3.12. How do I organize my eBooks into collections?

You can organize the eBooks in the tolino library on your tolino eReader into collections. To do this, open the library view “Go to my books” and tap the button with the plus sign in the menu bar under “Collections.” Now give your collection a name. After that, you can select the eBooks you would like to assign to this collection. All eBooks that belong to a collection also remain visible in the overall view of your tolino library, of course. You can also add eBooks from the library overview to collections by pressing and holding the eBook cover. This opens a context menu that you can use to add that eBook to an existing or new collection.

3.13. How do I read eBooks with copy protection (DRM) on the tolino eReader?

It is actually rare for eBooks on your tolino eReader to use Adobe® DRM (digital rights management, file format “.acsm”) copy protection. If you wish to open an eBook that is protected by Adobe® DRM on your tolino eReader, you will see a message appear asking you to enter your Adobe® ID. Some eBooks, like those from a public library’s online lending service, are protected against copying via Adobe® DRM or can only be read for a certain period. You need an Adobe ID for these functions as well.

Registering for an Adobe® ID
To register, simply go to www.adobe.com and enter your data. As soon as the registration process is complete, you will receive a confirmation link by e-mail. Click this link and complete the verification to conclude the registration process. The e-mail address you indicated is now also your Adobe ID.

2: Entering the Adobe® ID on your tolino

To be able to read eBooks with Adobe® DRM, all you need to do now is log in using your tolino eReader. To do this, simply go to the menu under “My accounts” and select the last point, “Adobe® DRM.” Please enter your e-mail address and password here to log in. Then tap “Authorize.” Now you are logged in and can read eBooks protected by Adobe® DRM, along with others.

3.14. How do I read, or continue to read, eBooks and texts on other devices (synchronization)?

You can use your user account to log in on up to five devices. You can also synchronize the reading status between your registered devices. The tolino eReader handles this automatically for you when you close the eBook on the tolino eReader after reading. Please note that both devices must be connected to the Internet for automatic synchronization to take place.

You can also initiate synchronization manually at any time by tapping the circular arrow symbol in the right corner in the “My books” view. You will need to make sure your device has an active Internet connection for this as well.

3.15. How do I reset my tolino eReader to the factory settings?

To reset your tolino eReader to the factory settings, first select the menu symbol in the upper left corner of your screen. Next, choose “Settings” from the menu, then “Additional settings,” and scroll at the bottom of the screen until you see “Reset to factory settings” as the option. Please note that this will delete all of your personal information and settings.

3.16. How do I update the software on my tolino eReader?

As soon as an update is available for your tolino eReader, the tolino eReader will let you know. Please note that your tolino eReader must be connected to the Internet via WLAN to perform an update.

If you normally use your tolino eReader without a WLAN connection, we recommend connecting to WLAN every so often (about every 2 months) to install any updates. If you experience any specific malfunctions on your tolino eReader, we recommend that you check right away whether there is a software update available. To check whether an update is available for your tolino eReader, follow these steps:

Go to the settings (three lines at top left on the homepage) in the menu on your tolino eReader.

  1. In the sub-menu, select “Information and help.”
  2. The overview that appears will show a button labeled “Search for new version.” It also displays your current software version.
  3. Tap the button – the tolino eReader will now look for any available updates online.
  4. If an update is available, it will now be displayed on the tolino eReader.
  5. Confirm the installation of the software update on the display. The update will now be installed, and the tolino eReader will restart.
    After restarting your tolino eReader, you can continue reading right away, of course.

You can also check your tolino eReader for the latest software manually. To do this, simply visit mytolino.de. Current updates appear on the left when you go to “Service” in the menu. Simply select your device from the list and check whether the current software matches the software on your device.

You can also perform a manual update. To do this, the first step is to download the latest software version on the mytolino website. After that, remove the SD memory card (if any) from your tolino and connect it to your PC using a USB cable. Now open the “MY TOLINO” directory in Windows Explorer and drag and drop the update file named “update.zip” directly to the main menu. Safely disconnect the device from the PC and restart it. The update will automatically start after you restart the reader.

3.17. How many eBooks can I store on my tolino eReader?

Depending on your model and storage capacity, you can store between 2,000 and 6,000 eBooks locally on your tolino eReader.

If you have reached your memory limit, you can delete eBooks locally from your tolino eReader without losing your purchased titles. The books remain in the tolino cloud, where you can download them again at any time. Titles that you have stored in your tolino eReader’s memory yourself can also be uploaded to the tolino cloud as a backup or copied to your computer via USB connection.

Some models also let you insert an SD memory card to increase the memory capacity. This applies to the following models:

tolino shine 1
tolino vision 1

3.18. I can't reach my bookseller's shop. What do I do?

Occasionally, you may find that your bookseller’s server is undergoing maintenance, so it is unavailable for a short time. Please try again later. If the error continues, please contact the customer care team of your bookseller.

3.19. I'm having problems logging in. What do I do?

If you run into trouble logging in on your tolino eReader, we recommend repeating the login process via your computer. If it still doesn’t work, the server may be undergoing maintenance, so there is a connection issue. If you still can’t log in a while later, please contact the customer care team of your bookseller.

3.20. I'm having problems with WLAN login. What do I do?

If you have trouble connecting your tolino eReader to the WLAN, there may be various reasons. Here are a few tips to help you rule out typical causes of errors and resolve tolino WLAN problems on your own if possible. Please check the following:

Is your tolino inadvertently in flight mode?
The WLAN connection to your tolino eReader is automatically disabled in flight mode. You can tell when your device is in flight mode from the airplane symbol displayed in the status bar at top right on your screen. You can turn off flight mode in the main menu by switching to “WLAN.”
Are you trying to connect the tolino to the wrong WLAN?
Check whether you selected the correct wireless network connection. Please also be sure your WLAN’s security settings are set to allow all computers and devices to connect to the network. Ideally, you should also test your data at the same time on another device, like a smartphone. If you have no problem connecting on the other device, there must be a different reason for the error.
Does the name of your WLAN or your password contain umlauts or other diacritic marks?
By diacritic marks, we mean letters with accents or other symbols (examples: â, é, ő). This type of character in WLAN names (SSID) or WLAN passwords can cause connection problems. Depending on how your specific router codes these characters, your tolino eReader may be unable to access the WLAN.
Is your WLAN signal too weak or unstable?
Especially if you live in a large building with thick walls and don’t use a WLAN repeater, you may find that the signal strength is too weak or too unstable to connect to WLAN in your location. Check to make sure the signal quality and signal availability in your location are sufficient. If possible, move to a location closer to the router.
Is your tolino eReader set to the wrong date?
The settings for your tolino eReader allow you to do various things, including manually selecting the date. If you have set the date incorrectly for any reason instead of using the automatic date, there may be problems connecting to a WLAN router. If this is the case, please set your tolino eReader to the correct date and try again to connect to WLAN.
Are you using an incompatible frequency band? Connecting to a 5 GHz WLAN.
Because of the built-in hardware module, tolino eReaders only support WALN networks with a long-range 2.4 GHz frequency band. Your tolino cannot establish a WLAN connection with 5 GHz WLAN. Please check the frequency band for your WLAN router and the relevant settings to eliminate this source of errors. In case of doubt, we recommend taking a look at the user guide for your router. If you use a 5 GHz WLAN connection by default for your other devices, please make sure your router also works on the 2.4 GHz frequency for the tolino eReader, meaning that it offers both frequencies.
Are you using an outdated WLAN encryption method such as WPA1/2 with TKIP or WEP?
To ensure that your WLAN network is secure and guard against unauthorized access, there are various kinds of encryption that you may have configured on your router. These encryption protocols have evolved over time, so some types of encryption are now viewed as insecure and outdated. Our tolino eReaders support exclusively current, secure encryption methods. This means connecting to WLAN that uses the outdated TKIP encryption method is no longer possible after the update to version 11.2.2 of the software. Please check the encryption protocols used for your WLAN if your tolino is unable to connect to WLAN. Your WLAN encryption should be set to WPA1/2 CCMP(AES).

3.21. I'm having trouble pairing my tolino eReader with my computer. What do I do?

Your Windows computer may not recognize the tolino eReader. If this happens to you, we recommend the following steps:

  1. Check whether there is an issue with your USB port by trying a different USB connection on your computer.
  2. Check whether there is an issue with your USB cable by trying a different cable.
  3. Check whether there is any dirt or dust on the tolino eReader connection, and clean it if so.
  4. Open Device Manager on your PC and check whether the tolino eReader is displayed there. If so, check whether you need to install a new driver.

Especially for tolino vision 6 and Mac users:

The tolino vision 6 uses MTP (Media Transfer Protocol) for data exchange via USB. This enables users to continue to use the tolino eReader while it is connected to the computer. However, MacOS does not support this method without additional software. Often this is already installed by other programs. If this is not the case, you can use one of these programs:

https://android.com/filetransfer

https://openmtp.ganeshrvel.com

Wwe would like to point out that we cannot take any responsibility for third-party software, you use it at your own risk.

3.22. Is my tolino eReader waterproof?

Some tolino eReaders feature HZO water protection to protect them against fresh water from the inside. They can withstand being submerged in water at a depth of up to 1 meter for 30 minutes or up to 2 meters for as long as 60 minutes (tolino vision 5 and tolino epos 2 only). If your tolino accidentally comes into contact with other liquids, simply rinse it with tap water and let it dry for 48 hours.

The following models feature water protection:

tolino vision
tolino vision 3 HD
tolino vision 4 HD
tolino vision 5
tolino epos
tolino epos 2

3.23. My eBook won't open. What do I do?

Please check your Internet connection. To open the title on your tolino eReader (by tapping the eBook) for the first time, thus automatically storing it on your device, you need an Internet connection. After that, you can read the eBook anytime, even without an Internet connection.

3.24. My tolino eReader isn't responding. What do I do?

In rare cases, the screen may “freeze” and your tolino eReader may no longer respond. In this case, please perform a reset. Please follow the specific instructions for your device. If you are unsure which device you are using, please contact your bookseller’s customer service department and describe your tolino in detail so that you can perform the correct reset procedure to avoid hardware damage.

tolino epos, tolino epos 2, tolino vision 5, tolino shine 3, tolino page 2:

Press and hold the power button for about 10-15 seconds. Please be patient here and keep the button pressed until you see the recovery page. Here you will be offered 3 options to choose from. Please select the option “Start the system” which is automatically highlighted in black. If this is not the case, navigate through the options by briefly pressing the on/off switch. Once the correct function has been selected, press the On/Off button for approx. 3 seconds as if you wanted to switch the device on again.

tolino vision, tolino vision2, tolino vision 3, tolino vision 4, tolino shine, tolino shine 2, tolino page:

To perform a reset, simply press the reset button. This is located in a small opening on the bottom of your tolino eReader. Insert a bent paper clip, for example, into the opening until you feel a slight resistance. Your tolino eReader will then restart.

3.25. My tolino vision 6 is no longer recognized by Adobe Digital Editions. What can I do?

The tolino vision 6 uses MTP (Media Transfer Protocol) for data exchange via USB. This hast he advantage that you can continue to use your tolino ereader while it is connected to the computer. Due to this technology, your eReader will be recognized as an Android device by your computer and therefore will no longer be supported by the Adobe Digital Editions software.

The easiest way to transfer purchased eBooks to your tolino eReader is to add them automatically via tolino cloud. When downloading from tolino cloud, Adobe DRM copy protection will not be active and you do not need to enter an Adobe ID to read these eBooks.

If you prefer to transfer already purchased eBooks in PDF and ePUB format via USB, you can simply continue to transfer them locally to the tolino via USB cable. Once your tolino eReader is connected to and recognized by your computer via the included USB cable, you can access the tolino eReader from your computer. You now have the option to exchange files between your computer and your tolino eReader. Please always place your eBooks in the "Books" folder on the tolino eReader hard drive.

3.26. What do I do if my software update doesn't work?

If you have problems with the software update, we recommend that you first perform a reset. Please follow the specific instructions for your device. If you are unsure which device you are using, please contact your bookseller’s customer service and describe your tolino in detail so that you can perform the correct reset procedure to avoid hardware damage.

tolino epos, tolino epos 2, tolino vision 5, tolino shine 3, tolino page 2:

Press and hold the power button for about 10-15 seconds. Please be patient here and keep the button pressed until you see the recovery page. Here you will be offered 3 options to choose from. Please select the option “Start the system” which is automatically highlighted in black. If this is not the case, navigate through the options by briefly pressing the on/off switch. Once the correct function has been selected, press the On/Off button for approx. 3 seconds as if you wanted to switch the device on again.

tolino vision, tolino vision2, tolino vision 3, tolino vision 4, tolino shine, tolino shine 2, tolino page:

To perform a reset, simply press the reset button. This is located in a small opening on the bottom of your tolino eReader. Insert a bent paper clip, for example, into the opening until you feel a slight resistance. Your tolino eReader will then restart.

3.27. What eBook formats can I read on my tolino eReader?

Your tolino eReader supports the most common eBook formats: ePUB and PDF, in each case without DRM (copy protection), with a digital watermark and with Adobe DRM. You can also store and read files in TXT format on your tolino eReader.

3.28. What is the warranty for my tolino eReader?

Scope of warranty for tolino eReader

If a manufacturing defect in materials and/or workmanship (“defect”) occurs in the tolino eReader during the first 12 or 24 months (depending on the device) from the date of purchase from a retailer, you can file a warranty claim with Longshine Technologie GmbH. If you receive warranty service, the warranty period is not extended overall.

Warranty service for the tolino eReader

Longshine will fulfill warranty obligations for defects by providing free repairs or replacing a defective reader with one that does not have defects. Replaced parts and readers become the property of Longshine Technologie GmbH.

Warranty exclusions

The warranty does not encompass optional accessories or defects that have arisen due to improper use, user error, or external influence. The warranty also excludes wearing parts such as batteries that stop working through use alone. This warranty does not cover the possible costs of modifications or adaptations to the reader that become necessary to adjust it to the national technical or safety-related requirements in a country where the reader is not supposed to be purchased, but is intended for use.

Making a claim under the tolino eReader warranty

To make a claim under the warranty for your tolino eReader, you will need proof of purchase (invoice, receipt) showing the date of purchase and the reader model name. You must file a claim concerning the defect in your reader with Longshine Technologie GmbH within the warranty period.

To do this, see the text below for full contact information for your warrantor.

Data backups

When you send in your tolino eReader, no guarantee can be given for the data stored on the reader. We recommend that you back up your data before sending in your tolino eReader.

If you have any further questions about warranty services for your tolino, please contact your bookseller’s customer service team.

Contact information for the warranty provider and manufacturer of the tolino eReader:

Address and hotline of your warrantor

Your warrantor depends on the country where you bought your tolino eReader. If you no longer have your warranty information, you can request it from your warrantor.

Warrantor Germany

Longshine Technologie GmbH
An der Strusbek 9
22926 Ahrensburg
Deutschland
Hotline +49 4102 4922 33

E-Mail Kontakt: tolino@longshine.de

Warrantor Italy
Centro Assistenza Tecnica
Internet Bookshop Italia S.r.l.
Via Giuseppe Verdi n.8
20090 Assago (MI)
Italia
Hotline +39 02 91 43 52 30

eMail: customerservice@ibs.it

Warrantor Netherlands
OBEO Europe B.V.
Boterstraat 25
3111 NA Schiedam
Nederland

Hotline +31 8501 6018 0

Warrantor Nederland
Longshine Technologie GmbH
Boterstraat 25
3111 NA Schiedam
Nederland

Hotline +31 85 0160 eMail: 180
info@obeo.nl

3.29. When I try to open my eBook, I get an error message saying "This eBook is DRM protected." What do I do?

To protect copyrighted content, many eBooks are equipped with DRM (digital rights management) protection. To read this content, you need an Adobe user account (Adobe ID). In the menu, you will see “Adobe DRM” under “My accounts.” You can set up your Adobe ID information here and authorize your tolino eReader. You can register an Adobe ID free of charge using the quick and easy process offered on the Adobe website.

3.30. Why can't I see an eBook I read in the tolino library anymore?

As soon as you have finished reading an eBook, it disappears from the title overview under “My books” and is moved to the “Read books” collection. These books still appear in the author overview, however. If you wish to mark your read eBook as unread, which will move it back to the title overview under “My books,” open the collection and press and hold the eBook in question, then select “Mark as unread” in the context menu that appears. Alternatively, you can also go to the “Read books” collection and use the function menu (three dots at top right) to select “Mark books as unread” and then select one or more eBooks to mark as unread.

4. FAQ | tolino app

4.1. Are my login details in the tolino app secure?

Your login details are safe with tolino. They are only ever transmitted in encrypted form, are never stored in the app itself and are therefore protecting from unauthorized third-party access.

4.2. Are you having problems using the app, an eBook or an audiobook?

Not to worry! Send us some feedback directly from the app.

General information: Tap on “More” in the bottom menu. Here you will find the “Feedback” area, where you can either rate our app or submit your request by tapping on “No.” Describe the issue and enter your email address if you would like a response.

eBook: Please open the reading settings by tapping on the middle of the display. In the top right of the menu bar you will see a speech bubble with an exclamation mark. Now tap on “Report a problem” on the next screen and follow the on-screen instructions.

4.3. Can I change bookseller in the tolino app?

When you log in to the tolino app for the first time you select your preferred bookseller. You then have the option of adding your login details for your bookseller in the tolino app. You will need to delete the tolino app data to change to another bookseller from the preferred bookseller you selected originally.

To do so, select the tolino app from Settings -> Apps on your device and delete the app storage (Android) or “local data.” When you open the tolino app again, you will be shown the bookseller selection screen and you can choose a different bookseller as your primary bookseller.

Please note that this process is relatively complicated and is not usually necessary. This is also one of the reasons why we came up with our unique library link feature, as you can also purchase eBooks and audiobooks at any time from other booksellers using your browser.

Please note that logging out of and deleting the app will result in your downloaded content being deleted from your device. Content that you have not loaded yourself (not synchronized) can continue to be used in the app without logging in. This is worth remembering if you have a poor Wi-Fi connection on holiday or if your data volume is running low. In most cases, it is easier to purchase titles from other shops using your browser. You can read downloaded eBooks in EPUB or PDF format in the tolino app at any time.

4.4. Can I synchronize my reading progress with other tolino devices?

Your reading progress is synchronized on all of your registered devices. The app does this automatically. Please note that all devices must have an active internet connection in order for the synchronization to take place. If you are using the tolino app where you don’t have a great internet connection (such as on the train), it may be the case that your reading progress isn’t synchronized.

You can also initiate the synchronization manually at any time by tapping on the refresh arrow in the top right part in the “Books” view. Make sure that your device is connected to the internet while doing so.

Tip: You can also manually synchronize your progress in your audiobooks. To do so, switch to the “Audiobooks” view and tap on the refresh arrow.

4.5. Can I use the tolino app even if I don't have an eReader?

Of course you can! The tolino app is free to use for everyone, with or without a tolino eReader. Read your existing eBooks (EPUB, PDF) at your own convenience on your smartphone or tablet – all you need to turn your device into an eBook reader is the tolino app! Test out our tolino ecosystem for free and start exploring the world of digital reading. Sit back and relax to a really good audiobook with tolino – how does that sound? Simply download the tolino app from the Apple App Store or Google Play Store, select your bookseller, log in and download your audiobook purchases and you’re good to go.

4.6. Different views for your eBook and audiobook library

Once you have logged in, you will see all of the titles in your library that you have purchased from your bookseller.

Grid view: In the grid view, your eBooks are sorted in a bookcase. By default, they are sorted by date added. In other words, you see the eBooks you have read and your most recent purchases first. You can change the sorting type at any time using the filter or sorting function. You can also search your library by clicking on the magnifier symbol.

List view: Switch from the grid view to the list view by tapping the list symbol on the right-hand side. The list view provides additional information regarding your titles, such as the book title, author and reading progress.

4.7. Do I need to log in to a tolino bookseller in the tolino app?

You can use the tolino app without logging in, of course. However, in order to use all of the features of the app, you will need to log in to your tolino alliance bookseller account. You can only access your own personal storage in the tolino cloud once you have logged in to your bookseller. Only then can we make your content available online, automatically save your reading progress and synchronize your tolino eReader. Give it a try! You can log out at any time and continue to use the tolino app for eBooks and audiobooks without being logged in.

Purchased books or audiobooks are always stored safely and free of charge in the tolino cloud. This means you can access your books and audiobooks at any time from multiple eReaders, including your smartphone, your tablet and your computer.

4.8. Does the tolino app support Apple Carplay and Google Android Auto?

Yes, the tolino app does offer Apple Carplay support. Google Android Auto support will be added for Android customers in one of the next app updates. Thank you for your patience.

4.9. How can I delete an eBook, document or excerpt from "My books"?

Go to the “My books” section and to the “Title” area. Tap on the menu symbol and select the option “Delete from this device.” You can now select the titles you would like to delete from your device and tap on the “Delete” button.

4.10. How can I listen to audiobooks in my tolino app and what other functions are available?

Audiobooks that you have not yet downloaded from your library are marked with a small cloud symbol. The download begins automatically when you tap on the cover. You can start listening as soon as the first chapter has been downloaded. The remaining chapters are then downloaded in the background.

We recommend you download your audiobooks when connected to Wi-Fi, as in most cases they are larger than 1 GB. If you download audiobooks using your mobile data, you may incur additional costs.

Sleep timer:
Using the sleep timer function allows you to set up the tolino app to automatically stop playback after a certain period of time or at the end of the current chapter. Not only will you never miss a chapter of your audiobook, the sleep timer also means you won’t be wasting your device’s battery. The various settings can be found in the audiobook player by tapping on the clock symbol.

Playback speed:
You can adjust the playback speed however you like. Simply select the audiobook you would like to hear and look for the “1x” icon in the top menu bar. Tap on the icon and select one of the settings.

Fast forward and rewind:
You can conveniently fast forward or rewind audiobooks in 30-second increments using the buttons to the right and left of the play button. Your progress in the particular chapter is displayed in the bottom half of the audiobook player. You can also fast forward and rewind here by adjusting the progress bar.

Mini player:
Play, pause, fast forward and rewind can all be used in the mini player, which opens when the app is playing the audiobook in the background.

4.11. How can I read Adobe DRM-protected eBooks in the tolino app?

Adobe copyright protection is no longer supported in the tolino app. tolino booksellers avoid strict copyright protection if this is enabled by the rightsholders, so in this case the publishers. However, you can download copyright tolino eBooks from the cloud in the tolino app. For titles with Adobe copyright protection from other sources, please use Adobe Digital Editions or the Onleihe app.

4.12. How can I read eBooks in my tolino app and what other functions are available?

In the grid view, simply tap on a cover to open an eBook. The eBook download is initiated if it is not yet downloaded on your device (the device must be connected to the internet at this point). Once an eBook has been downloaded to your device in full, it will be opened for you in the reading view. Tap the middle of the screen on any page to open or close the reading menu. Return to your library by tapping on the X at the top left of the menu bar.

1.) Turning the page: Swipe from right to left to go to the next page in your eBook and swipe left to right to go back one page. You can also tap the right and left edges of the screen to turn pages forward and back. It is also possible to change the reading mode in the layout section of the text settings. Tap on the Aa icon in the top menu bar and then on “Layout.” Here you will find a symbol with an arrow pointing downwards. Tapping on this symbol changes the reading mode so that you can turn pages by tapping on the arrows at the bottom of the page instead of swiping.

2.) Font size: There are six different font size settings, allowing you to change the reading view to precisely fit your needs. Simply tap on the Aa icon in the top menu bar. This opens a menu where you can change font type, line spacing and text direction.

3.) Layout: Layout settings can also be found in the reading settings. Tap on the Aa icon and switch to the “Layout” tab. There are three settings to choose from here: “Normal,” “Sepia” or “Night.” You can also adjust margin settings and the reading view here.

4.) Table of contents: Tap on the icon with three dots and three lines in the top menu bar to access the eBook table of contents. The table of contents lists all of the eBook’s chapters. Tap on a chapter to jump to the corresponding place in the book.

5.) Search: You can search for particular words or terms in an eBook by tapping on the magnifier symbol.

6.) Bookmarks, highlighting text and notes: The tolino app automatically saves your progress in your eBook. If you switch back to the library, the app automatically synchronizes this information. The synchronization process is displayed with the circular symbol in the top-right corner. When you open the eBook again, you will return to the page you were at. If you would like to highlight text, simply tap and hold the beginning of the text you would like to highlight and swipe across to where you would like the highlighting to end. The highlighted text is marked in yellow and a window appears with “Highlight” or “Notes.” After clicking on the “Highlight” button, you can add a title and description to your highlighting and also choose the highlighting color. Adding notes to the text is the same: Simply select “Notes” in the window.

Tap on the “Notes directory” in the top menu bar to view, edit and delete your highlighting, notes and bookmarks. Tap on highlighting or a note to go straight to the relevant page in the book.

4.13. How do I create a family in the tolino app?

You must be logged in to the app on your iOS or Android device to create a family.
Go to the family home screen at the top right next to the synchronization icon and follow the on-screen instructions. You will now be guided through the process step by step. Further information on the family sharing function is available in our special FAQ area. Please note that you require version 5.2.0 of the Android app to use family sharing. This update is only compatible with version 7 or later of the Android operating system. Even if you use a device with an older version of the operating system, books shared with you will still appear in the library. However, if you would like to create or manage a family to share books yourself, please use the tolino webreader or eReader.

4.14. How do I create an account with my preferred tolino bookseller?

If you do not yet have an account with a tolino bookseller, please visit your preferred bookseller’s website and create an account online free of charge. You can then use these login details (username and password) to log into your bookseller in the tolino app.

On Android devices, you can also register with your preferred tolino bookseller directly in the tolino app. To do so, simply choose your tolino bookseller when setting up your tolino app. You can then register as a new customer and create a new account with your bookseller, before using the login details (username and password) to log into your bookseller in the tolino app.

4.15. How do I purchase eBooks or audiobooks using the tolino app?

Unfortunately, the terms and conditions of Apple and Google do not allow us to offer eBooks and audiobooks for purchase directly in the tolino app. 

However, so that you can always discover your next favorite book or audiobook with us, we offer you a selection of personal recommendations instead. Just get inspired by the free reading and listening samples in our "Discover" section.

In the Android app, copy the link of an eBook or audiobook with one click and get directly to the product detail page of your bookseller via the browser.

In the iOS app, you can quickly find the eBook or audiobook you want in your bookseller's store using the "Copy ISBN" function. Your purchases are automatically displayed in the tolino app, provided you are logged in with the same customer account.

4.16. How do I set up the tolino app?

When you launch the tolino app for the first time, you will be asked to select your country (Germany, Austria or Switzerland). The online shop of the country that you choose will then be activated.

Once you have selected your country, you will be asked to select the bookseller you would like to use together with the tolino app.

Then you will be asked to enter your login details for “My account.” Please enter your bookseller login details (your email address and your password) in the corresponding boxes and tap on “Login.” Once successfully logged in, you will be automatically forwarded to the “Read” area.

4.17. I have purchased eBooks from other tolino alliance booksellers. How can I read them in the tolino app?

You can group together content from a variety of customer accounts with different booksellers using the library link function. Simply tap on “More” in the bottom right, select the “My accounts” menu and tap on “Library link.” Make sure you have your login details ready and simply follow the on-screen instructions.

4.18. Is the tolino app also available for my PC or MAC?

Our tolino webreader (our browser-based reading application) is the best option if you are looking to read on your computer. You can access it anytime through your browser, with no installation required, making it the perfect solution for flexible reading and listening. The webreader allows you to read your purchased eBooks, as well as EPUB and PDF files, and listen to your audiobooks directly on your PC or laptop with your internet browser. You can find the tolino webreader here: https://webreader.mytolino.com. Further information is available at https://mytolino.de/tolino-webreader-ebooks-online-lesen/.

4.19. My content failed to update/synchronize. How do I resolve this issue with tolino?

The tolino cloud saves and synchronizes all of your reading progress, notes, highlighting, bookmarks, collections and newly purchased or downloaded content up to date across all of your devices (tolino eReader, tolino webreader and tolino app). If this does not work properly, you should first check that you are logged in to the same customer account on your devices and in the tolino cloud. tolino cloud is an online storage system, and as such it requires a stable internet connection to successfully update your data on each of your devices. Should you be on the go and reading an eBook without online connectivity, it may be the case that your reading progress cannot be synchronized with the tolino cloud.

However, you can update your progress manually at any time in the tolino app. To do so, simply tap on the update symbol in the top right of the “My books” or “My audiobooks” screen. Your content will be updated in full as soon as you connect to the internet.

4.20. The app closes after a few seconds when I try to open a certain book.

The eBook is not compatible with the app. Please get in touch with customer service.

4.21. What can I do if the tolino app crashes or stops responding?

Problems can occur with the tolino app in certain rare cases. The problem may be able to be resolved by taking one of the steps listed below.

Tip: If you are not sure how to perform some of these steps on your smartphone or tablet, please consult the Apple (iOS) or Android (aOS) help pages.

Empty the app cache
Some problems can be resolved by deleting temporary files.

Delete app data
Other issues can be rectified by deleting all tolino app data from your device.

Important! eBooks and audiobooks you have downloaded and stored locally on your device will be deleted in this process. Your login details (stored account details) will also be deleted and will have to be entered again. It’s important to be aware of the consequences of deleting app data and try other approaches first, especially if you are on holiday or only have limited Wi-Fi connectivity or data volume.

Force the tolino app to close
The first step in resolving issues should be closing the tolino app. Sometimes it’s also worth checking whether any other apps are affecting the tolino app, particularly if the app is crashing or you are experiencing performance issues. One frequent problem are excessively strict security apps that inhibit the basic functions of the tolino app. If you suspect that this kind of app interaction is causing problems, we recommend closing all apps and checking how individual apps interact with each other.

Restart your device
Restart your device. After the restart, re-open the tolino app and check whether the error is still occurring.

Uninstall the app
Uninstall and delete the tolino app from your smartphone or tablet. You can download the app again from the Google Play Store or Apple App Store.

Contact customer service
If the steps described above do not resolve the issue, we recommend getting in touch with the customer service of your tolino bookseller (which you can find in the help section of the tolino app). Describe the problem you are experiencing in as much detail as possible and attach screenshots of the error messages if possible. The more detailed information the customer service team receives regarding your issue, the more likely it is that they will be able to provide the right support quickly.

4.22. What does the warning about mobile data charges mean that is displayed in the tolino app when I play/download an audiobook?

When you listen to an audiobook for the first time and have only downloaded a single chapter of the audiobook, the tolino app attempts to download the remaining data. This message allows you to decide whether you would like to download the data now or would prefer to wait until you are connected to a Wi-Fi network. You can download the audiobook using your mobile data if you are on the go or on holiday. To do so simply tap “Continue.”

4.23. What happens if my internet connection is interrupted while downloading an eBook or an audiobook?

The eBook/audiobook is always displayed in the “Books” or “Audiobooks” section. You can restart the download as soon as you have a stable internet connection.

4.24. What happens when a new version of the tolino app is available?

You will be notified by the Play Store or the App Store as soon as an update is available for our application. App updates can be downloaded free of charge.

4.25. What is the best way to sort my eBooks?

You can create individual collections both in your eBook library and your audiobook library to help you keep track of all of your content. It’s just like your bookcase at home, which you can sort by category, by subject, etc. Simply tap on the “Collections” tab in your library and then on “Create collection.” Now choose a name for your collection and tap on “Create.” Here, you can add titles to your newly created collection. You can add more books to your collection at any time by tapping on the three dots underneath the cover and selecting “Add to collection.”

What’s more, the tolino ecosystem can even create collections for you automatically – such as a “tolino-select” collection (if you have a reading subscription) or a collection of books you have already read. Once you finish a book, the app will ask you whether you want to add it to this collection.

The family collection shows you which books a family member has shared with you.

All collections are synchronized across your various devices, of course.

4.26. What is the tolino app?

Are you a keen reader and would like to use an app on your smartphone or tablet to read your eBooks? Then the tolino app is the perfect on-the-go companion for you and your favorite books. The free tolino app offers you a wide range of eReader functions on your smartphone or tablet. Opening and reading your eBooks (EPUB and PDFs) is simple using the tolino app, as is adding bookmarks, highlighting text, adding notations and much more. The tolino app also offers a variety of convenient display settings for your eBooks. You can set up the font type, font size, line spacing, text direction, margin settings and background color exactly to your preferences.

Are you on the lookout for new eBooks and audiobooks? The integrated eBook shop on the tolino app gives you round-the-clock access to the latest reads from your tolino bookseller of choice (only available for Android devices due to restrictions from Apple). What’s more, the tolino app also offers lengthy excerpts for many different eBooks that you can read for free!

You can, of course, also use the tolino app in parallel with other devices (e.g., tolino eReader), store content in the tolino cloud and synchronize your eReaders – a particularly handy feature for families. The tolino app is your mobile library, audiobook collection, notebook, bookstore and online storage device – all in one!

Have you heard about our tolino select eBook subscription service? Now it’s even easier to find your favorite books. Four eBooks, one special offer – try it now for free! Of course, you can also use your eBook subscription in the tolino app.

Click here for more information on the tolino app.

4.27. What is the tolino cloud and how do I use it in the tolino app?

You can use the tolino cloud as soon as you have opened the tolino app on your mobile device and logged in to your account with a tolino bookseller. The tolino app automatically synchronizes your eBook and audiobook library via the tolino cloud, giving you immediate access to your collection in the app.

All eBooks and audiobooks you purchase from your tolino bookseller’s shop are automatically stored safely on the tolino cloud, allowing you to access them whenever you need to from your local eReader (in this case the tolino app). Of course, you can also upload eBooks directly into the tolino cloud via our tolino webreader or the tolino app – these eBooks are then available for download on other devices in the tolino ecosystem.

If you would like to download content from the tolino cloud, simply tap on the cloud icon in the top-right corner of a cover. The tolino app will begin the download automatically.

Please note:
All titles and documents stored in the tolino cloud are available on up to five different devices. If, for example, you start reading a book on your tolino eReader, you can pick up where you left off in the free tolino app on your smartphone, tablet or PC. All you need to do to synchronize your progress is to make sure that your eReaders are connected to the internet and you are logged in to the same account.

4.28. Where can I download the tolino app?

You can download the tolino app for free onto your mobile device from the Apple App Store or the Google Play Store.

4.29. Why are the page numbers of my eBooks not always consistent with the page numbers in the printed book?

The content of eBooks is always the same as the printed books. The page number displayed in the online shop is based on an average font size and therefore serves as a rough estimate. It may be the case that fewer pages are displayed than in the printed book, but the eBook is, of course, still available in full.

4.30. Why can I no longer read the eBooks I have checked out from my local library in the tolino app?

Unfortunately, the new version of the tolino app no longer supports titles checked out from your local library/Onleihe, as the copyright protection often caused serious errors. Please use the Onleihe app or the Adobe Digital Editions app for rentable titles. For further information, please refer to the FAQ: https://mytolino.de/service/faq-onleihe/

4.31. Why does it take so long to open a book?

Books featuring interactive elements are often large in size. It takes time to load them in the app. Before you can read a book, it has to be unpacked and loaded from the device memory into the main memory. This process takes a little time, especially with larger books.

6. FAQ | tolino tab

6.1. Can I also use my tolino tab if I don't yet have a customer account with a tolino partner?

To try out your tolino tab you can use it in demo mode. However, some functionalities are then unavailable. To experience the whole world of digital reading, seeing and hearing we recommend that you register.

6.2. Can I use multiple customer accounts?

You can log out of your registered user account and log in with another user account instead, but all the content belonging to the user account you have logged out from will be deleted from your device. Content stored in the Cloud can later be restored to your tolino tab.

6.3. Can I use other Android apps on my tolino tab in addition to the tolino app?

As your tolino tab is based on the Android operating system, you can download additional apps to your tolino tab from Google Play. Tap “Apps, Internet and more…” in the main menu to go to the home screen of your tolino tab. You can open the Google Play Store from there. A Google account is required to access additional apps.

6.4. Do I have to pay subscription fees for 7digital?

Your 7digital user account is free – there are no membership or subscription fees. You only pay for the music you buy. Before any purchase, you will be expressly reminded that you are about to be charged.

6.5. How can I access external storage media (USB stick, SD card)?

If you connect an external storage device, the tolino tab will display a notification informing you that a device has been connected. As soon as this notification disappears, you can use a file explorer application (e.g. Astro-Browser, FileBrowser, etc.) to access and manage your data.

6.6. How can I change the order of the songs in my playlist?

To the left of every track you will see the menu icon. Long press on this icon to move the respective track up or down the track list. Use your finger to drag the title to the desired position on the screen of your tolino tab. When you have reached it, simply let go of the title – it will then be moved to the selected position.

6.7. How can I determine the battery status of my tolino tab?

The battery status is indicated by the battery symbol in the upper right-hand corner of the screen of your tolino tab.

6.8. How can I load my own music onto my tolino tab?

Just like reading content, you can load music onto your tolino tab either via USB cable or with a microSD card. New content is automatically detected by your tolino tab.

6.9. How can I load videos onto my tolino tab?

Just like reading content, you can load videos onto your tolino tab either via USB cable or with a microSD card. New content is automatically detected by your tolino tab.

6.10. How do I change the language on my tolino tab?

Open the app menu and tap “Settings”. Scroll down the left column to the menu item “Language and input” and tap it to open the menu. You can now select your preferred language on the right.

6.11. How do I connect my tolino tab to my TV?

To connect your tolino tab to a TV you require a micro HDMI adapter and an HDMI cable. Both are available from consumer electronics retailers.

Tap “Apps, Internet and more…” in the main menu to go to the home screen of your tolino tab.

1) Now go to “Settings” in the app menu.

2) Tap “HDMI” in the left menu column.

3) Tap “Turn on HDMI” in the right menu column; a check mark will appear behind this menu item once HDMI is successfully activated.

4) Now connect your tolino tab to your HDMI-capable television using a micro HDMI adapter and an HDMI cable. An HDMI logo will appear in the status bar of your tolino tab.

5) Use the remote control for your television to select the HDMI port to which you have connected your tolino tab. Your TV will now show the display of your tolino tab.

6.12. How do I create a playlist?

You can compile a playlist of your music titles under the “Listen” menu item. To do this, tap the black plus sign to the right of each title in the title list. The selected title lights up in yellow as soon as you have added it to your playlist. In the album cover and category views, first tap the album from which you want to add songs to the playlist.

6.13. How do I find a particular song, movie or eBook in the tolino app?

To search for content of all categories in your tolino app and in the shops, please open the main menu of your tolino tab. Tap “Search” and enter your search query using the keyboard. Tap “Done” to start searching.

6.14. How do I register my tolino tab?

If you already have a customer account with the seller of your tolino tab, you can register directly in your tolino app using your login details (username and password). To do so, choose “Settings” from the main menu and tap “User accounts”. When you log in, your tolino app is automatically linked to your customer account. You can access your previously purchased content at any time via your user account and of course make purchases in your tolino partner shop from your tolino app.

6.15. How do I reset my tolino tab to the factory settings?

Open the app menu and tap “Settings”. Scroll down the left column to the menu item “Backup & Restore” and tap it. On the right-hand side you will see the menu item “Restore factory settings”.

Please note that this process deletes all data on the device. Data on external storage media will not be affected. Content stored in the cloud can later be restored to your tolino tab.

6.16. How do I set up a WLAN connection?

Open “Settings” in the app menu. Tap WLAN and slide the on/off switch to “On”.

Your device will now search for and display all available WLAN networks. Select the network to which you would like to connect your device. Enter the network key (password) in the window that appears, then tap “Connect”. A connection should now be established.

Please note: If the network key (WPA/WPA2 key) has not been changed, you can often find it on the back or the underside of your router.

6.17. How do I switch between tracks in my playlist?

You can skip a track anytime in your tolino tab’s mini player. In the maxi player, where your playlist is shown, you can instead tap directly on the song you want to hear.

6.18. How do I turn on my tolino tab?

To turn on your tolino tab, press the on/off switch for 3-5 seconds. The device then turns on. If you are unable to turn on the device, please connect it to the charger included in delivery.

6.19. How do I use the camera on my tolino tab?

You can activate the camera on your tolino tab via the app menu or the quick-start bar on the start-up screen. First switch to the Android interface by tapping “Apps, Internet and more…” in the main menu. There you will find the camera application, with which you can record both still images and video.

6.20. I have already bought eBooks from one of the tolino partners. How can I load them onto my tolino tab?

As soon as you have registered your tolino tab with the customer account of your partner shop, any reading content you have bought there is automatically synchronized and loaded onto your tolino tab.

6.21. I have already bought songs from 7digital. Can I load them onto my tolino tab?

As soon as you have registered your 7digital customer account on your tolino tab, you will see your previously purchased songs and can simply download them free of charge.

6.22. What do I do if my tolino tab can no longer be operated?

If the device can no longer be operated and no longer responds to user input, force a reset by pressing the reset button on the underside of the tolino tab. Use e.g. a straightened paper clip to do this.

6.23. What do I do if my tolino tab cannot be charged?

Please first check if your tolino tab is correctly connected to the charger. If it is not charging, please connect the device to your computer using the included USB cable. This allows you to check whether the charger or the battery is defective.

6.24. Which eBook formats can I read with the tolino tab?

Your tolino tab recognizes the following formats when you transfer them to your tolino tab via USB or a microSD card: ePub, PDF with or without DRM.

6.25. Which music formats can I play with my tolino tab?

Your tolino tab recognizes the following formats when you transfer them to your tolino tab via USB or a microSD card: AAC, AAC+, eAAC+, ELD AAC, AMR-NB, AMR-WB, FLAC, MP3, MIDI, Vorbis, PCM/WAVE.

6.26. Which video formats can I play with my tolino tab?

Your tolino tab recognizes and can play the following formats: H.263, H.264 AVC, MPEG-4 SP.

6.27. Whom can I contact if my tolino tab is defective?

If you discover a defect in your tablet, you can contact the seller of your tolino tab under the statutory warranty. In addition to the statutory warranty, TrekStor GmbH provides a 24-month warranty on your tolino tab.

Scope of warranty
TrekStor provides a 24-month warranty for manufacturing defects for this tablet. The warranty period begins with the date of purchase. The provision of warranty services does not extend the total warranty period. This warranty is independent of the seller’s warranty obligations arising from the purchase contract with the end customer and does not affect these.

Warranty services
At TrekStor’s discretion, defects under warranty will be corrected either by repairing the device or by replacing it with a defect-free device/replacing the defective part. No additional claims can be made. Warranty claims can only be made against TrekStor. Costs or damage resulting from repairs or exchange of defective parts in other workshops are not covered by this warranty.

Warranty exclusions
Defects caused by improper use, user error or external forces (e.g. water, shock, lightning, fire, force majeure, incorrect voltage, installation of third-party firmware or defective apps) are excluded from warranty. The warranty is limited exclusively to the components included in delivery. Also excluded from warranty cover are expendables and consumables, e.g. batteries. Furthermore, this warranty does not cover the possible costs of modifying or customizing the tablet to comply with national technical or security-related requirements of a country in which the reading device was not purchased but is to be operated

Making a warranty claim
To make a warranty claim you must submit proof of purchase (invoice, receipt) indicating the date of purchase and the model name of the tablet. You must notify TrekStor GmbH of the defect to the tablet within the warranty period. The warrantor must be notified of any warranty claim before sending in the device. To do so, please complete and submit the returns form.

Returns form:

On the TrekStor website you can find more information and contact details for the customer service.

TrekStore Customer Care

TrekStor reserves the right to decline to provide warranty services if this procedure is not adhered to or if serial numbers on the device have been removed or altered.

Disclaimer
With regard to devices sent in, TrekStor shall not be liable for lost storage or SIM cards, stored data or other accessories not included in delivery.

Warrantor
TrekStor GmbH, Kastanienallee 8 – 10, D-64653 Lorsch

6.28. Why is the storage space on my tolino tab not shown as 16 GB?

The total storage space on your tolino tab is 16 GB. Approximately 3.4 GB of this space are taken up by the Android operating system and system applications. Approximately 12.6 GB are available for your own data and applications.