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Knowledge base
FAQs
Digital Products - ePrint, Downloads, ePrintGo
0
Most Asked Questions
1
What are the top most asked questions?
Account Settings
Account Settings
9
How do I change my account password?
How do I update my profile?
How do I add or change the shipping address on my account?
How do I change the email linked to my account?
How do I set up an online account?
View all 9
Orders and Shopping
Orders
5
How do I access my invoices?
How do I check the status of my order?
How long will it take to get items with the status of "Qty On Order With Supplier?''
It says online that an item is "Permanently Out of Print" and I NEED this item. What do I do?
How do I get an official price quote?
Product and Shopping Tips
28
An item says it is not in stock, how long will it take to get?
What is My Score?
Can Pepper help me search by a composer's race or gender?
What is "MINTS"?
Do you have [this certain music] in stock?
View all 28
Purchase Orders, Bids and Quotes
3
Where do I send a purchase order?
I paid via a Purchase Order, why am I receiving an invoice?
When will you receive my Purchase Order?
Digital Products and Downloads
Downloads Help
7
Where are my downloads?
What do I do if my download does not save or load correctly?
Can you just send me the file by email?
How do I access a digital download on an Apple mobile device?
Can I save an MP3 download to a mobile device?
View all 7
ePrint
19
Where are my ePrint purchases, and how do I print them?
What is ePrint?
Why is there a QR code at the bottom of my ePrint music?
Why am I not seeing any of my purchased ePrint music in My Library?
Do I have the option to print my ePrint music again if it is lost?
View all 19
ePrintGo
6
I am getting a message "No items downloaded" or "No ePrint music downloaded to this device"
General troubleshooting for ePrintGo app
I am not able to install the ePrintGo app on my mobile device.
I am getting a message saying "Login error: Two-device limit reached. Please log out of another device and try again."
I am getting an error message "Download error connection unavailable" or "Error connection unavailable"
View all 6
ePrint Folders
Folder Setup
3
How do ensemble members view their music?
How do I set up folders within ePrint Folders?
Unable to create Folder Names
Assign/Recall Music
5
Assign ePrint music I already printed
Add/remove members from Ensembles
Copies of music I can assign and reassign
Recall/assign folders in bulk
Recall ePrint music from folders
Ensemble Members
6
Can ensemble members print their parts?
How do ensemble members access their music?
One of my ensemble members can't log in. What should I do?
Is ePrint Folders usable without internet access?
Why can't ensemble members write on their parts?
View all 6
ePrint Folder Subscriptions
3
Buy ePrint Folders
Turn off automatic subscription renewal
ePrint Folders: Getting started
Shipping and Returns
Shipping and Returns
6
What are my shipping options?
How do I get a refund?
Where do I send a return?
How long do I have to make a return?
I received an item that I did not order, what do I do?
View all 6
Billing, Payments, and Credits
Billing, Payments and Credits
11
What type of payments do you accept?
Sales Tax & Exemption
Pepper Statements
W-9 Form, CAGE, DUNS
How do I pay off my balance online?
View all 11
Bookkeeper Services
9
Register for Bookkeeper Services
What is Bookkeeper Services?
How do I make a payment using Bookkeeper Services?
I am replacing a former bookkeeper. How do I register as the bookkeeper for the same account number?
Why don't I have access to view bookkeeper accounts?
View all 9
Pepper Gift Cards
14
Is there tax or a delivery fee?
How do I purchase a Pepper Gift Card?
How can I check the balance on my Pepper® gift card?
How will my card arrive?
Can I send a gift card directly to the recipient(s)?
View all 14
Support - Contact Us
Contact Us
3
How can I contact you?
How do I contact technical support?
What are your customer service hours to get help from a live person?
Advocacy, Privacy and Security
4
Does Pepper sell my personal information?
How does Pepper advocate for music and musicians?
How does Pepper promote equity and inclusion?
What if I find a piece of music or the writer offensive?
For Composers and Publishers
Composers and Publishers
5
How do I submit music to be sold on jwpepper.com?
How does Pepper do business?
How does Pepper encourage composers of all backgrounds?
How can I let Pepper know about a new composer?
How can teachers encourage future composers?
Reading Session App
General Reading Session Questions
2
How do I set up my own reading session for my organization?
Where can I find a list of reading session titles to purchase?
Using the Reading Session App
9
Can I access a reading session on my computer?
How do I get a reading session event code?
How is the information I enter into the app being used?
How long will I have access to a reading session?
How do I connect to a new event?
View all 9
Reading Session App Support
3
The Reading Session app crashed.
My reading session is no longer appearing under “Active Events.”
My Reading Session is not downloading.
Contact Us
1
How do I get more information about the Reading Session app?