Digital Support FAQs

HOW DO I SUBSCRIBE?

You are able to undertake subscriptions of differing durations, and, subject to availability, a trial subscription by tapping the subscribe button from the top of the app screen. Terms & Conditions for the Free Trial, Auto-Renewal Policy, and Accessibility guidelines are included, or available separately via the links below:

www.futureplc.com/privacy-policy
www.futureplc.com/terms-conditions

Please note that subscriptions taken out via the App Store are managed via your Apple ID’s subscription panel, accessible via Settings, Your Apple ID, Subscriptions. Controls for each subscription, including price, renewal terms and expiration dates, are included in the relevant app pane. You are also able to check Renewal Receipts via the toggle at the bottom of the Subscriptions window.

MAGAZINES DIRECT ASSISTANCE

Please note: this section is for Magazines Direct subscribers only.

If you’ve purchased a subscription, single issue or issues, or a bundle or collection offer from Magazines Direct, you will need to log-in to the app using your Magazines Direct account credentials. To do so:

1. Tap on the three vertical dots in the top-right corner of the app’s home screen.
2. Tap MAGAZINES DIRECT from the menu that appears.
3. Enter your email address and password.
4. Tap the LOGIN button.
5. You’ll now be able to download your entitled issues via the My Library tab of the app.

If you’ve forgotten your Magazines Direct password, you can request a new password by:

1. Tapping on the three vertical dots in the top-right corner of the app’s home screen.
2. Tapping MAGAZINES DIRECT from the menu that appears.
3. Tapping FORGOTTEN PASSWORD and following the prompts from the page that appears. Once you’ve reset your password, you’ll be able to enter it via the LOGIN button.

If you experience an error when attempting to log in, appear to be missing any issues or content, or are experiencing any other problems when attempting to use the app, please refer to the help guidelines here:

1. Tapping on the three vertical dots in the top-right corner of the app’s home screen.
2. Tapping MAGAZINES DIRECT from the menu that appears.
3. Tapping the HELP button and perusing the information provided.

If you are unable to find documentation relating to your issue, or the provided information doesn’t appear to assist in your specific situation, you’re able to request further assistance by:

1. Tapping on the three vertical dots in the top-right corner of the app’s home screen.
2. Tapping ABOUT.
3. Tapping CONTACT US and following the on-screen prompts that appear, checking any instances that apply and providing a short message relating to your query, then tapping SEND. Please also make sure the Include Diagnostic Log Information box is ticked prior to sending us your query, as this will provide us with additional technical information relating to your enquiry.

Alternatively, you are able to contact Magazines Direct support by emailing the team at help@magazinesdirect.com. You’re also able to find further information by visiting the link below:

www.magazinesdirect.com/digital-instructions

RESTORE MY PURCHASES (APPLE)

If you’ve purchased a subscription, single issue or issues, or a bundle or collection in-app and have received relevant receipts for your entitlements, but are experiencing difficulties accessing your content, please first ensure that you are signed in via the same Apple ID that was used to purchase the relevant content. Note that purchases are not transferable across Apple IDs, and that it is possible to sign in and out of multiple Apple IDs on any Apple device.

If you’re sure the Apple ID you’re using is correct, but are still experiencing problems accessing your content, try restoring your purchases via the instructions below:

1. Tap on the three vertical dots in the top-right corner of the app’s home screen.
2. Tap SETTINGS.
3. Tap the RESTORE PURCHASES button.
4. After a short loading window, you should be able to access your entitled content by tapping the My Library tab of the app.

If you require further assistance signing in to your Apple device, please consult the support link provided below:

www.support.apple.com/en-gb-HT204053

If your problem persists after attempting to restore your purchases, please contact us by following the instructions below, and our support team will be able to advise you further:

1. Tap on the three vertical dots in the top-right corner of the app’s home screen.
2. Tap ABOUT.
3. Tap CONTACT US and follow the on-screen prompts that appear, checking any instances that apply, and provide a short message relating to your query, then tap SEND. Please also make sure the Include Diagnostic Log Information box is ticked prior to sending us your query, as this will provide us with additional technical information relating to your enquiry.

MY ISSUES WON’T DOWNLOAD/HAVE DISAPPEARED FROM THE APP/ARE MARKED WITH A PRICE SYMBOL. HELP!

If you’ve purchased an issue or issues which won’t download, no longer appear to be available, or appear to be marked with a price symbol instead of a download button, don’t panic! Failed sync updates, iOS version changes, and reinstalling your app from back-up can occasionally result in problems obtaining your content, and are generally easily fixed.

To rectify this, please ensure both your iOS and app versions are up to date – if you’re using older versions of either, try updating them to the newest possible version. This is to make sure we can continue to provide you with optimal performance and maximum compatibility – unfortunately, some very old app or system iterations may introduce unpredictable or erratic performance.

Similarly, make sure you’re signed into the same Apple ID used to purchase your content, or signed in successfully to your Magazines Direct account using the correct credentials if you purchased your issues through Magazines Direct. If you’re using an alternative account, perhaps on a different or shared device, it’s important to note that your purchases may not be accessible, as unfortunately, it’s not possible to transfer or commute purchases across Apple IDs, as with any other App Store purchase.

If your system and app versions are up to date and you’re signed in correctly, but are still unable to access your content, try following the steps below:

1. Tap on the three vertical dots in the top-right corner of the app’s home screen.
2. Tap SETTINGS.
3. Tap the RESTORE PURCHASES button.
4. If you subscribe via Magazines Direct, please use the MAGAZINES DIRECT section of the app to login using your Magazines Direct credentials.
5. Try downloading your issues as normal from the My Library tab of the app.

If you’re still unable to download your issues after following the steps outlined above, or they still appear to be marked with a price point, try deleting the app and reinstalling by tapping and holding on the app until the ‘X’ appears, restarting your device, then reinstalling the app from the App Store.

If the problem persists beyond this point, please contact us by tapping the CONTACT US button located in the ABOUT section of the app and follow the on-screen prompts, and our support team can assist further.

MY DOWNLOAD ISSUES ARE FROZEN OR STUCK IN A QUEUE! WHAT SHOULD I DO?

These issues can rarely occur due to intermittent or interrupted WiFi connectivity whilst attempting a download or update, but don’t worry – try re-downloading the issue or issues first, or failing this, try deleting and reinstalling the app itself, as this may resolve the problem. It’s also a good idea to install issues singly rather than in bulk, and to make sure you’re downloading your issue with plenty of storage space available.

Should the problem persist, you’re always able to contact the team directly by tapping the CONTACT US button from the ABOUT section of the app, following the on-screen prompts and ensuring the Include Diagnostic Log Information box is ticked prior to sending us your query, and our support team will be happy to assist further.

Text reader functionality is currently offered in a limited number of apps. Where the text reader is available, you’ll be alerted whenever you read a new issue. If you’d like to open the text reader as default then navigate to SETTINGS within your app by tapping the three vertical dots in the top-right corner of your app’s screen, and toggling the Use Text Reader function to on.

MY ISSUES WON’T OPEN OR QUIT UNEXPECTEDLY WHILE READING. WHAT CAN I DO?

If you’re experiencing difficulties opening a downloaded issue, or it displays an error message upon opening, try deleting the problem issue via the My Library tab of the app by tapping the Trash icon, then tap on the ‘X’ located at the top-right of the cover image to delete the issue. Finally, try re-downloading the issue as usual.

If this doesn’t work, try deleting the app itself, restarting your device, and reinstalling the app from the App Store. It’s also a good idea to make sure you both download and read your issues over a stable WiFi connection, rather than mobile signal, as this will ensure that potential download errors are kept to a minimum.

Once you’ve reinstalled your app and opened it, try tapping RESTORE PURCHASES from SETTINGS, and your issue(s) should be available to download as usual. If the issue or issues you’re having difficulty with were purchased via Magazines Direct, don’t forget to log in again upon opening the app by tapping the LOGIN button in the MAGAZINES DIRECT section. In both instances, you will not be charged again for any purchases you already own.

Finally, if after attempting the fixes outlined above you’re still unable to access the problem issue or issues, please contact our support team directly. To do so, tap the CONTACT US button from the ABOUT section of the app, follow the on-screen prompts, and ensure the Include Diagnostic Log Information box is ticked prior to sending us your query, and our support team will be happy to assist further

WHEN DOES MY SUBSCRIPTION COMMENCE?

All new subscriptions begin from the most recently released issue, so the current issue will be available to read immediately. Further issues released within your subscription period will become available as they’re released. Note that the date of release for your magazine can vary a little, so don’t worry if it isn’t available at precisely the same date or time each month!

It’s important to note that subscriptions exclude Specials unless otherwise specified. Specials are one-off issues, including handbooks, guides, and manuals, that are not included as part of your standard issue subscription. Issues released prior to the most recent released issues will also not be covered, but are available to purchase singly.

If you’re interested in purchasing all back issues for a discounted price, you can also take advantage of the Complete Your Collection option (where applicable), available from the My Library tab of the app. Simply tap the button for more details and pricing.

Please note – the Complete Your Collection offer does not include special editions.

I’M A NEW SUBSCRIBER – HOW WILL I KNOW WHEN MY NEW ISSUES ARE RELEASED?

Don’t worry – so long as you’ve agreed to allow Notifications (you’re able to switch these on and off via the Settings function of your phone), you’ll receive a Push notification from us whenever your new issues are available.

CAN I CONVERT MY PRINT SUBSCRIPTION TO A DIGITAL SUBSCRIPTION, OR VICE VERSA?

Yes! This is possible through Magazines Direct subscriptions, where a print subscription can be amended to include a digital component, and vice versa. Magazines Direct also offer a combined bundle including both print and digital subscriptions. For further details, please see the link below:

https://www.magazinesdirect.com/corporate/contact-us

Regrettably, we are unable to offer subscription conversions through our other vendors, including Apple.

WHAT ARE THE MINIMUM HARDWARE/SOFTWARE REQUIREMENTS?

Our magazine apps support Apple mobile devices running iOS or iPadOS 13 or later. We’ll always attempt to provide support for older devices and system versions, but regrettably, we’re not always able to rule out performance issues or instability for older operating systems.

HOW CAN I READ MORE ABOUT FUTURE PLC’S PRIVACY POLICY OR MY TERMS & CONDITIONS?

Both our Privacy Policy and Terms & Conditions are listed in the ABOUT section in-app, or available via the links below:

www.futureplc.com/privacy-policy

www.futureplc.com/terms-conditions

WHEN MY SUBSCRIPTION EXPIRES, WILL I BE ABLE TO KEEP MY ISSUES?

Apple purchases: any magazine issues and special editions that were released during your subscription period, or you’ve purchased singly via an in-app purchase, will be available for you to re-download whenever you want to, even after your subscription ends. Please note that you’ll need to be signed in to your device with the Apple ID used to make your purchases, as all entitlements are linked solely to a single Apple ID.

Magazines Direct purchases: if you subscribed via Magazines Direct, please refer to the T&Cs related to your specific subscription, as in some instances you will need to hold an active subscription to be able to read the issues.

If you’re using a new or alternative device and logged in with a different Apple ID or Magazines Direct account, you’ll need to sign out and back in to your original account in order to access your existing entitlements.

HOW CAN I RENEW OR CANCEL MY SUBSCRIPTION?

Checking or amending your subscriptions is quick and easy, and can be altered on the fly from your device’s Settings panel, as with any other subscription.

To find your subscription and make any changes you’d like, simply follow the instructions laid out below:

1. Open Settings.
2. Tap on Your Apple ID (Apple ID, iCloud, Media & Purchases).
3. Tap on Subscriptions.
4. Tap on the relevant active subscription for your magazine. If expired, the app should display the date of expiration, and the length of the subscription window where applicable (monthly, annual). By tapping the relevant subscription, you’re also able to view all plans, and renew accordingly, along with a summation of the price/month.

If you subscribe via Magazines Direct and would like to amend your subscription status, please contact the team by emailing help@magazinesdirect.com or via telephone on +44 (0)330 333 1113. Lines are open Monday to Friday, 09:00 – 17:00 [GMT].

WILL MY PURCHASES BE AVAILABLE ON ALL MY DEVICES?

Provided you’re signed into the same Apple ID (or, where applicable, Magazines Direct account) on the relevant device, yes! Your purchases should be available on all Apple mobile devices you own, however, please refer to the guidance below for specific assistance.

Apple Purchases: provided you sign in using the same Apple ID, you’ll be able to access all content that was purchased using that Apple ID on any Apple mobile device. After installing the app and ensuring you’re signed in correctly, tap RESTORE PURCHASES from the SETTINGS section of the app, and you should find that your issues are available to read immediately.

Magazines Direct Purchases: If you purchased your subscription or one-off issues via Magazines Direct, please ensure you’re logged in via the MAGAZINES DIRECT login section of the app using your correct credentials – if you’re unsure what these are, you’re also able to reset your password, or contact the team via the links provided. Further information can also be found via the Support links below:

www.magazinesdirect.com/digital-instructions

In both cases, if you continue to experience difficulty accessing your content on a different device despite being logged in correctly, you’re able to contact our support team by tapping the CONTACT US button from the ABOUT section of the app, following the on-screen prompts and ensuring the Include Diagnostic Log Information box is ticked prior to sending us your query.

HOW DOES THE FREE TRIAL WORK?

In some instances, a free 30-day trial is offered so you can sample your magazine before taking out a full subscription, available when signing-up for an Apple subscription from within the app. For further information, see below:

1. The free trial offer is only available to new subscribers; existing or previous subscribers will be charged immediately.
2. It’s important to note that the trial converts to a paid subscription at the end of the trial period. You’re free to cancel at any time during the trial period, and will not be charged accordingly. To do so, simply turn off auto-renewal or manually cancel the trial within 24 hours before the auto-renewal due date. For further information, see the Renewal/Cancellation section of this FAQ.

NAVIGATION TIPS

The tips listed below are a simple guide to getting the best out of your magazine. Happy reading!

• Hold your device in Portrait orientation to read your issue a single page at a time.
• Hold in Landscape orientation to read an issue two-pages at a time (i.e, as a double-page spread).
• To turn the page, swipe right. To turn back a page, swipe left.
• Tap once to open the Contents Bar. Tap again to close it.
• Double-Tap anywhere on the screen to perform a 2x zoom. Double-tap again to return to a full page view. You’re also able to pinch in and out for more granular control, as well as drag to pan around the page.
• Many of our magazines contain interactive elements – these will usually pulse or hover blue when you first turn the page. Interactive elements can range from galleries, to video players, and play-along audio tracks to web links.

If you can’t seem to find the right answer or forum for your issue or enquiry, you’re able to contact our support team at any time by tapping the CONTACT US button from the ABOUT section of the app. Simply follow the on-screen prompts and ensure the Include Diagnostic Log Information box is ticked prior to sending us your query, and our support team will be happy to assist further.

If you subscribe via Magazines Direct, you’re also able to contact the team directly at help@magazinesdirect.com, or via telephone on +44 (0)330 333 1113. Lines are open Monday to Friday, 09:00 – 17:00 [GMT].

Finally, our Editorial Teams are always pleased to hear from readers – if you’d like to contact the Editor of your magazine with ideas, feedback, or have queries regarding anything featured in-mag, you’re able to find contact details within your magazine, typically found in the Editor’s Welcome or Meet The Team pages.