Frequently Asked Questions

Here you will find the answers to frequently asked questions about both the Book Site and the BookStream book club.

Registering on Book Site

Do I need to register in order to use the service?

No, you can search or browse through our catalogue without registering. However, if you want to buy books or subscribe to the BookStream book club you will need to register.

Why do I have to enter my name and address when I am already an RNIB customer? Why can't I just type in my customer number and the system fill in the details?

For security reasons we do not provide this option. It could potentially allow someone to find your name and address by typing a random number into our registration form. For this reason we have to ask you to fill in the registration form for each of our systems.

What happens if I can't get past the "Find your address" page?

If you are having trouble registering and can't get past the "Find your address" page it may be because you've put your postcode in more than once or you haven't used your computer for while when in this page, so it's timed out. If this happens, please email with your name, email address and postcode as we will need to unblock you so you can access the site again.

My account

What happens if I change my name or address?

If you change your name or address you will need to update the details in your My account menu. Select the My account link from the site navigation bar to reach your My account menu. To change your name or other personal details select the menu option Change my personal details and fill in the form provided. Select the update button. Your new details will now be shown. To change your address select the Change my address link from your My account menu. You will need to enter your house name or number and post code as for registration. Once the correct address is shown, select the update button. Your new details will now be shown.

You will also need to contact us on 0303 123 9999 to update your details on our customer database.

What happens if I change my email address?

If you change your email address you will need to update the information in your account. Login as usual with your old email address. Select the My account link from the site navigation bar to reach your My account menu. From here, select the menu option Change my email address and fill in the form provided. Select the update button and your email address will be changed.

What happens if I get a new computer?

There is no need to actually transfer the details over to your new computer as your Bookshelf details are stored on RNIB's server and not yours. You should be able to go to the BookStream website and log in as usual. The only thing you will need to do is to re-install NetPLEXTALK. You can download the NetPLEXTALK player from the My account page where there is a link to download the player again. Then every thing should operate as usual.

How do I change my password?

Select the My account link from the site navigation bar. From here, select the menu option "change my password" and fill in the form provided. Select the update button and your password will be changed. You will need this new password the next time you login to the site.

What is a profile?

Your profile is used to tailor your search to your own requirements. For instance, if you set your preferred formats to audio only, whenever you login and do a search, only books that can be obtained in audio will be shown.

What does it mean when it says I can remove the title of a book from a CD before it is sent?

Books you get through your BookStream book club subscription are sent in a window envelope with the book title and your name and address visible. If you would prefer to not have the title shown on the CD you can set this option in your profile. This will apply to all books obtained through the book club unless you change this setting within your profile. Purchased DAISY books are sent in different packaging so this does not apply.

Finding books on Book Site

Why might two copies of a book be shown in the results?

When a book is available in more than one format, generally, this is shown as one result. However, a book could be shown twice if we have two versions of the book. These could be different editions, be published by different publishers or could be different versions of the book, for example, a novel or a study aid version with additional notes and footnotes. Sometimes this is clear from the synopsis provided in the main results page. Where it is not clear, go to the full details page where, for example, a different ISBN or publisher might be shown.

BookStream book club

What do I get when I join the BookStream book club?

The BookStream book club enables you to listen to audio books online as streamed audio. Once you have subscribed to the book club you get a bookshelf on the website and you can add up to five streamed audio books to your bookshelf. Once they are on there you can listen to them online or you can request a copy on CD to listen to through a DAISY player. You can have five books on your bookshelf at any time and can choose to listen to any audio book in the catalogue.

Can I use the BookStream book club if I use Windows 7?

You can use the BookStream book club if you are a Windows 7 user, or are considering upgrading to Windows 7, however, please nore that in order use the NetPLEXTALK DAISY player you will need Windows 7 Home Premium 32 bit as a minimum.

Can I use the BookStream book club if I use an Apple Mac?

You can use the BookStream book club if you are an Apple Mac user, or are considering switching PC to Apple Mac, however, please note that whilst the NetPLEXTALK player is not specifically designed to work directly in the Apple Mac environment, it will play in a "Virtual Windows" or "Windows Emulation" environment on the Apple Mac.

How do I add books to my bookshelf?

Once you have joined the BookStream book club you will see that the links associated with audio books will include "Add to my bookshelf as Streamed Audio". Select this link and the book will be added to your bookshelf. You can start listening to it straight away.

Why have I got a message that a book is no longer available when I have it on my bookshelf and have already started to listen to it?

Sometimes we find that the electronic copy of the book has become corrupted or the quality is not as good as it should be. In these rare situations we withdraw the book. If this happens to a book you have on your bookshelf, you will be informed of this when you next try to stream the book and you are given the option to remove it from your bookshelf.

I am getting a message that I have five books on my book shelf when I only have four. How do I resolve this?

Please email us at as this is some thing we will need to resolve for you.

What is streamed audio?

Streamed audio books are audio books in DAISY format that are played directly on your PC through your Internet connection. For streaming, we recommend you use a broadband connection. We do not recommend streaming books via a dial-up connection as they may sound choppy and variable. The books are held on our servers and when you select one to listen to, the audio is played over the internet. When you join the BookStream book club your subscription includes a copy of the NetPLEXTALK software DAISY player. You must install this on your PC and then when you select the play button on your bookshelf, the book is automatically played using the NetPLEXTALK player.

Renewing your subscription

Subscribers to the BookStream book club will be contacted by email four weeks before their current subscription is due to run out. At this point, you will be provided with instructions on how to renew and what the cost will be. Payment must be made by adding the subscription renewal to your basket and then proceeding to the checkout (payment by credit or debit card only). If you do not wish to renew, you must return any outstanding DAISY CDs (if applicable) within two weeks after your subscription has terminated otherwise you will be charged for them.

Cancelling your subscription

If you wish to cancel your subscription at any time, please email us at

Delivery of books

When will I get my books?

DAISY CDs you request from your bookshelf are normally sent to you within two working days. Items you have purchased - DAISY CDs, braille books, braille music and accessible maps - are normally sent to you within five to seven working days. The exception is where a publication includes diagrams, in which case, it could take up to 25 working days.

Do I pay for postage and packaging?

All books bought from the Book Site can be sent "Articles for the Blind" so there is no postage charge for orders.

What should I do if I don't receive a DAISY CD I have requested?

If you have bought a DAISY CD and have not received it within 10 working days, or if you have requested a DAISY CD from your bookshelf and have not received it within five working days, please contact us on 0303 123 9999.

Why do I keep getting DAISY CDs sent back to me when I have returned them to RNIB?

DAISY CDs you have requested from your bookshelf arrive in a reusable window envelope and each CD has a printed label with your address on. Each CD has a raised edge towards the centre on one side - to find this hold the CD between your finger and thumb at the hole in the centre. Move your finger back towards the outer edge and you should feel a raised edge on one side. To return the CD, place it back in the envelope with this side displayed in the window. The return address is already printed on the envelope.

What should I do if I have sent a DAISY CD back to RNIB but it is still shown on my bookshelf more than five working days later?

If you have returned a DAISY CD and it is still shown on your bookshelf after five working days please contact us on 0303 123 9999.

What do I do if a DAISY CD I have bought is damaged when it arrives?

If you have bought a DAISY book and it is damaged on arrival please contact us 0303 123 9999. Do not send the book back without contacting us first.

What do I do if a DAISY CD I have requested through the BookStream book club is damaged on arrival?

If you get a CD through the book club and it is damaged on arrival please return it to us. Once we have received it, the information on your bookshelf will be updated, and the "get CD" button will be available again and you can request a new copy.

Is the site secure?

All personal and financial details are handled in a secure area of the Book Site. Details of credit/debit cards are not permanently stored. Please also refer to our Security and Privacy policy (new window).

Talk to other readers on RNIB Reader's Forum

Register with RNIB Reader's Forum (new window) - our online discussion group where you can share your thoughts on books with like minded people, post a review of a favourite book, ask for ideas for your next read and more.

I have Windows 8.1, how do I download NetPLEXTALK?

Windows 8 includes some new security features which may be triggered when you try to download or install the NetPLEXTALK software.

When you try to download the software, you may hear "NetPlex67_RNIB.exe is not commonly downloaded and could harm your computer". If you hear this, press the Close button on the Information Bar that appears at the bottom of the screen. Keyboard users can get to the Information Bar with Alt + N, then Tab to the Close button.

When you install the software, an "InstallShield NetPLEXTALK" window appears, on which you must choose the "Next" button. Screen reader users may have to use Alt + Tab to get to the "InstallShield NetPLEXTALK" window, and then restart their screen reader before being able to press the Next button.