The Penguin Random House Audio App

TROUBLESHOOTING

I downloaded a book, but it won’t play. Now what do I do?

Please delete the download from your library and download again. To delete a download from your library, tap “My Library” > “Downloads.” Locate the title that will not play and tap the 3 orange dots to reveal the menu options. Tap “Delete Download.” A pop-up window will ask for confirmation. Tap “DELETE.”

TIP You may wish to mark the audiobook as a favorite before deleting the download so that you can get back to it quickly. You may also find it again via search.

My account has been blocked for “security reasons.” How do I restore my access?

Please reset your password using the “Forgot password” link on the log-in page.

KNOWN ISSUES

Android: Yahoo Mail v7.11.2 does not work with the “Request Download” button. Please use any other email application to send your requests. The email address on your account does not need to match the sender on your request

iOS: Gmail generates empty emails for requested downloads when the book title contains a question mark. Please add title information before sending. Or use another email application.

RESOLVED ISSUES

Version 1.7.96 of the app resolves the following issues.

Android: When the app is in the background, playback may resume after phone calls or other sound plays from other apps.

iOS: Pausing a book using a Bluetooth device, logs users out of the app. If you experience this issue, please contact email audioappsupport@penguinrandomhouse.com to let us know. Please include the type of device you are using and the operating system your device is running. In the meantime, use the controls on your phone to play and pause your audiobook.

FREQUENTLY ASKED QUESTIONS

What is the Penguin Random House Audio app?

The Penguin Random House Audio app is a B2B tool for sharing review and comp copies with PRH employees and key contacts like reviewers, librarians, booksellers, and relevant industry professionals. It is available for iOS and Android devices.

How is the Penguin Random House Audio (PRH Audio) app different from Volumes?

The new app has been designed for publishing industry professionals and verified users can access more than 18,000 titles from the US Penguin Random House Audio group, including Penguin Audio, Random House Audio, and Listening Library. Volumes allowed access to only a select number of titles each month. The PRH Audio app is updated with new titles daily rather than monthly.

Which audiobooks can I listen to in the Penguin Random House Audio (PRH Audio) app?

18,000 titles from the US Penguin Random House Audio group, including Penguin Audio, Random House Audio, and Listening Library are available in the PRH Audio app. Audiobooks published in other territories, including Canada, are not available in this app.

Who is the audience for the Penguin Random House Audio app?

The PRH Audio App is a B2B application for reviewers, librarians, booksellers, and relevant industry professionals.

I created an account, but I can’t listen to any books. How can I listen?

Accounts are subject to approval by the Penguin Random House Audio team. If your account is approved, you will be able to download titles within 3-5 business days of your request. If you believe you should have been approved, but have not received an email, please email audioappsupport@penguinrandomhouse.com. Please note, business email addresses are strongly preferred. We understand that not everyone has a formal business email address but use of generic email accounts such as Gmail and Yahoo will take longer to verify.

How do I listen to an audiobook?

Locate the title you would like to listen to by browsing or searching. On the title detail page, if you have permission to listen you will see a “Download” button. Tap to initiate download process. When download is complete, tap the “Listen to Audiobook” button to launch the player.

If you see “Request Access” on a title details page, you will need to be granted permission to download that title. Tap “Request Access” button to initiate the request process.

I was just listening to a book, but now I can’t find it. How do I get back to it?

There are several ways to get back to your audiobook. Scrolling down to the bottom of your home page will show you “recently played.” You can tap “My Library” to see all the books you have downloaded. And finally, if you have not closed the book, the mini-player will be at the bottom of your home page and you can simply press play.

I see “request access” for all titles, why can’t I download?

Permission to download titles is limited to verified publishing industry professionals.

How do I request access to listen to a title?

If you have been verified as a publishing industry professional, tapping “Request Download” will launch the email app on your device. The app will populate an email with the information we need to grant access, however the user must send the email.  This email will add your request to the queue and you will receive access within 3-5 business days. If you request more than 10 titles within a 48-hour period, your request may take longer to process. Access is not granted on weekends or holidays.

How do I save a book for later?

Use the heart icon on the title detail page to mark a title as a favorite. Favorites can be viewed by tapping “My Library” from the bottom toolbar.

What is “My Library?”

My Library is where you can find titles you have downloaded for listening and titles you have marked as favorites.

Can I search by Title? Author? Narrator? ISBN?

Yes! All of the above. Tap the search icon at the bottom of the screen to open the search page. You can also browse by genre and sort by audio imprint.

Can I see a list of the chapters in an audiobook?

Yes. Chapters are visible from the menu at the top right of the audio player screen. Please note, audiobooks recorded before 2019 may be broken into tracks, not chapters. The beginning and ending of tracks will not align to chapters.

I don’t know what I want to listen to. How can I find inspiration?

Our marketing and publicity teams have curated collections that change frequently to inspire you like audio bestsellers, book club picks, and in the news, and more.

Can I add a bookmark to a passage?

Yes. From the audio player, click the bookmark icon at the lower right of the screen. A dialog box will pop up to allow you to enter a name for your bookmark. To revisit your bookmarks, use the menu at the top right of the audio player or navigate back to the title detail page from the player.

Will downloading a book use all my data?

By default, the app is set to only download over Wi-Fi connections. To manage download permissions, open settings by tapping the gear icon at the top right of the home screen. Toggle “Allow Downloads via Mobile Data” on or off.

Can I listen to a book if I don’t have a cellular or Wi-Fi signal?

All downloaded audiobooks can be listened to without a signal or in airplane mode. However, you will not be able to download any additional titles until you have a mobile or Wi-Fi signal again.

I’m not connected to Wi-Fi. Can I save a book to download later?

Yes. Use the heart icon on the title detail page to mark a title as a favorite. Favorites can be viewed by tapping “My Library” from the bottom toolbar.

I started listening to an audiobook on my phone. Can I pick up where I left off on my iPad?

No, device syncing is not supported.

I got a new phone, and now my library is gone! Can it be retrieved?

All downloads are saved to a specific device. Audiobooks previously downloaded to one device will need to be re-downloaded to your new device.

Are books available in languages other than English?

Yes. Penguin Random House Audio US publishes many Spanish language titles that are available in the app.

Can I set a sleep timer?

Yes. The sleep timer can be set for an increment of time or to the end of the current chapter. Look for the moon icon at the bottom center of the audio player screen.

What operating system is required?

iOS v12 or Android 9 (API 28) and above are required.

What if I have a question that isn’t answered here or encounter an issue?

Please email audioappsupport@penguinrandomhouse.com.