Digital Support FAQ

This page contains a detailed FAQ for our digital apps published via the Apple App Store and Magazines Direct. If your question is not covered on this page, please contact us at apps@futurenet.com if you subscribe digitally through Apple, or help@magazinesdirect.com if you subscribe via Magazines Direct, including digital, print, and print/digital bundles. Please note that all point of sale processes for Apple transactions are handled exclusively by Apple. Because this process is handled by Apple directly, it prohibits us from facilitating refunds or accessing and amending personal purchases and transactions made via your linked Apple ID account. As such, we are unable to assist directly with refund queries or requests, which can be actioned via the pages below, or by following the relevant link on your Apple receipt. Please use the links below for Apple Support pages.

WHY SUBSCRIBE?

Subscriptions offer significant savings off the regular magazine cover price. In addition, a prepaid subscription protects you from price changes for the duration of your subscription term. 

If you’re unsure the magazine is right for you, don’t worry – an introductory free* trial subscription is included with all new iTunes magazine subscriptions, giving you an opportunity to try out our magazines for free before committing to a paid subscription. During your free trial you can decide whether to continue the subscription or cancel the renewal before the billing date.

*A free trial can only be used once per magazine app. Previous subscribers will be billed with immediate effect when renewing their subscription after the 30 day rollover commences.

I’VE FORGOTTEN MY MAGAZINES DIRECT PASSWORD

Important: the Sign in option is for Magazines Direct accounts only. If you purchased directly through Apple please click Restore iTunes Purchases from the Help section of the app. (on iPhones, tap More first)

Please note: the login credentials to use when signing in are your Magazines Direct account details, consisting of an email address and password.

If you have forgotten your Magazines Direct password, please reset your password using this form, then return to the app and sign in again using your new password.

If you get an error when attempting to sign in please double-check you are using the correct details. If the error persists click Contact Us from the Help section of the app (on iPhones, tap More first) and we’ll help you to resolve the problem. Alternatively, you can contact our support team via telephone on +44(0)330 333 1113. Lines are open Monday-Friday, 9am-5pm, UK time.

DOWNLOAD BUTTON NOT AVAILABLE

If you subscribe through Apple, simply tap Restore iTunes Purchases (located under the Help section within the magazine app). This instructs Apple to resend your current purchase details, and will update your issue entitlements within the app.

If the problem persists, it is possible the affected issue or issues have become corrupted, or that the app has failed to sync to your account. To resolve this, please follow the instructions below:

  1. Open the magazine app and tap the Help bell at the bottom-right of the screen. iPhone users should then tap the More button on the top-right corner. 
  2. Tap and hold your finger on the Version X.X.X.X text at the bottom-right of the screen. (top-centre of the screen on iPhones)
  3. With the Diagnostic Mode window displayed, tap Reset Credentials.
  4. Leave the app and return to the home screen.
  5. Uninstall the app by tapping and holding the app icon until it shakes, then tapping the ‘X’ to delete the app.
  6. Restart your device.
  7. After start-up, open the App Store.
  8. Reinstall the app by searching for it using the Search function, or downloading from the Purchased section under your Apple ID icon. Note that Magazines Direct subscribers will need to sign-in again after downloading and opening the app.
  9. Open the app, and tap Restore Purchases. The option to Restore iTunes Purchases can also be found in the Help section of the app. (located by tapping the More button on iPhones)
  10. Try downloading your issue as normal.

This operation should correct the problem for you. If you experience any further issues restoring your magazine purchases, please email us through the Contact Us link under the Help section of your magazine app. Please allow the message to attach the log file, as this will enable us to review the problem.

If you purchased your digital subscription via Magazines Direct, please use the Sign In option displayed at the top of the Store section of your magazine app. Magazines Direct subscribers can access further support via the Help pages of their website at help@magazinesdirect.co

FINDING YOUR MAGAZINE SUBSCRIPTIONS

You can download issues from the Store or Library screens. Download buttons are displayed next to issues you own. If this is not the case, go to the Help section and tap Restore iTunes Purchases (on iPhone/iPod Touch tap More, then Restore iTunes Purchases). Return to the Store screen. This should now have synced your available issues.

All subscriptions commence as soon as you’ve made your purchase. Your subscription will give you the latest published issue in the app, plus all new issues released over the course of your active subscription.

Please note that back issues released before the start of your subscription are not included, neither are special one-off magazines and annual editions.

WHAT DOES FREE TRIAL SUBSCRIPTION MEAN

Where free trials* are offered on selected titles, you will be able to download the latest published issue immediately, plus any new issues published within the initial trial subscription period. For example, if it states ‘Get Two Free issues’ this refers to the latest issue, plus one further issue that will be released over the course of your trial period. Once your trial period has expired, your subscription will automatically renew until you cancel the subscription.

*The free introductory trial is available to new Apple magazine subscribers only. Please note that you cannot sign up for multiple trials on the same magazine app. Previous subscribers will be billed with immediate effect when re-subscribing.

CONVERTING A SUBSCRIPTION FROM PRINT TO DIGITAL / DIGITAL TO PRINT

This is possible through Magazines Direct subscriptions, where a print subscription can be expanded to include a digital component, and vice versa. 

Further details can be found here: https://www.magazinesdirect.com/corporate/contact-us

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

USING APPLE SUBSCRIPTIONS ON DIFERENT THIRD PARTY PLATFORMS

Digital products are sold through and administered by different third-party vendors such as Zinio, Magazines Direct, and Apple. Digital vendors will only support the delivery of digital products expressly purchased through them.

ADDING A PRINT PRODUCT TO A DIGITAL SUBSCRIPTION

We need to cover the costs of maintaining the systems providing the delivery of our digital magazines, but we don’t expect you to pay double, so we do offer discounted print/digital subscription bundles for our titles via Magazines Direct at www.magazinesdirect.com

CANCELLING MY AUTO RENEW

At the time of purchase of any subscription made via Apple, the user is shown a pop-up during the purchase process that confirms the subscription is set to automatically renew. This is also shown on your Apple email receipt. Auto-renewal can be turned off at any time by altering the following settings:

1) From the home screen, select Settings

2) Tap on your Apple ID/Initial

3) Select Media & Purchases

4) From the dropdown menu, select View Account

5) Select Subscriptions

MINIMUM SYSTEM / HARDWARE REQUIREMENTS

Our magazine apps support Apple mobile devices running iOS 10 or later. Older versions of iOS may be supported in some instances, however, we are unable to guarantee this.

READING CONTENT ON DIFFERENT APPLE DEVICES

All Apple purchases are associated with a unique Apple ID and cannot be accessed from a different ID. To access your magazine purchases or subscriptions on a new device, you will need to sign into your device using your Apple ID and password, then install the magazine app and restore entitled content. To restore your purchases, open the magazine app, go to the Help section, and tap Restore iTunes Purchases.

Once completed, return to the Store screen. This should now have synced your issues.

If you purchased your digital subscription via Magazines Direct, please use the Sign In option displayed at the top of the ‘Store’ section of your magazine app.

Magazines Direct subscribers can find further support here:

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

PRINTING PAGES

In most cases it’s not possible to print the pages of a digital magazine.

USING A DESKTOP COMPUTER

Your content is designed to be read on Apple mobile devices only, and as such, are not supported on desktop or Android platforms.

DELETING THE APP OR INDIVIDUAL ISSUES

Individual issues can be deleted by tapping Edit, then tapping the X icon by each issue. Similarly, apps can be uninstalled by tapping and holding on any icon on your Apple device screen, then tapping Edit Home Screen.

To delete individual magazine issues within the app, go to the Library and tap Edit, then delete the issue or issues in question. Deleted issues can be re-downloaded at any time without additional charge.

EMBEDDED CONTENT HAS NO SOUND

Firstly, please ensure Silent Mode is switched off on your device and the volume turned up, and playing interactive content will not overwrite sound and haptic settings. Please also be aware that, in some rare instances, rights usage and restriction law may have changed since the original date of publication, and some multimedia content, including audio tracks and video, may no longer be available as a result.

MAGAZINE ISSUE HAS DISSAPEARED FROM THE APP

If downloaded content fails to appear in your Library, this may be due to a recent iOS upgrade/restore of the device, which can sometimes remove purchased issues. You should be able to re-download these issues again after restoring your Apple purchases. To do this, go to the Help section and tap Restore Purchases, or follow the reset credentials procedure outlined below:

 

  1. Open the magazine app and tap the Help bell at the bottom-right of the screen. iPhone users should then tap the More button on the top-right corner.
  2. Tap and hold your finger on the Version X.X.X.X text at the bottom-right of the screen. (top-centre of the screen on iPhones)
  3. With the Diagnostic Mode window displayed, tap Reset Credentials.
  4. Leave the app and return to the home screen.
  5. Uninstall the app by tapping and holding the app icon until it shakes, then tapping the ‘X’ to delete the app.
  6. Restart your device.
  7. After start-up, open the App Store.
  8. Reinstall the app by searching for it using the Search function, or downloading from the Purchased section under your Apple ID icon. Note that Magazines Direct subscribers will need to sign-in again after downloading and opening the app.
  9. Open the app, and tap Restore Purchases. The option to Restore iTunes Purchases can also be found in the Help section of the app. (located by tapping the More button on iPhones)
  10. Try downloading your issue as normal.

DOWNLOAD ISSUE STUCK IN QUEUED

This can occur as a result of intermittent or interrupted WiFi connectivity whilst attempting a download, or if you have low storage space on your device. Restarting the device or freeing up space will generally resolve the issue, however in some cases you may need to delete and reinstall the app, then restore your purchases. If the problem persists, please contact us via the Help section of the app, and tapping Contact Us (located by tapping the More button on iPhones), and sending us an email describing the issue, and allowing the log file to attach.

DOWNLOAD CRASHES OR FREEZES

This issue can occur due to intermittent or interrupted WiFi connectivity whilst attempting a download or update, which may result in corruption. To re-download the issue, first delete the corrupted issue from your Library (tap Edit to delete issues). Return to the Store section to re-download the issue, ensuring you have a strong and stable wireless signal before attempting download. Please also ensure you download issues singly rather than in bulk. Should the problem persist, please check how much available storage space is available on your device.

 

If the problem persists, please contact us via the Help section of the app, and tapping More, Contact Us, and sending us an email describing the issue, and allowing the log file to attach.

APP PERFORMANCE IS SLOW OR UNSTABLE

In the unlikely event of performance issues, we have set out some steps that may help you.

Close the app – to do this, double-tap the Home button and swipe up on the app. Click the app icon to open the app again. If the problem persists, try closing all other open apps to free up system resources. Finally, try deleting and reinstalling the app then re-downloading the affected issue.

COMPLETE YOUR COLLECTION BUTTON

The Complete your Collection option unlocks all issues you don’t already own at a substantial saving. Complete your Collection can only be purchased once and only applies to available published issues shown in the magazine app at the time of purchase. Please note that this offer excludes all Special Edition issues and bookazines. Special Edition issues refer to all publications not included in the regular digital magazine subscription. Please note the Complete your Collection option may not be available in all our magazine apps.

PUSH NOTIFICATIONS

We periodically send messages to users’ devices to let them know when the latest issue is available and keep you informed of any promotions we’re running. If you wish to disable or enable notifications, please refer to the Notifications menu within your device settings.

GIFTING SUBSCRIPTIONS

Gift subscriptions are available through Magazines Direct – please head to www.magazinesdirect.com for further details. Gift subscriptions, either digital or print, are not available through iTunes.

BILLING SUPPORT

Please note that all point of sale processes for Apple transactions are handled exclusively by Apple. Because this process is handled by Apple directly, it prohibits us from facilitating refunds or accessing and amending personal purchases and transactions made via your linked Apple ID account. As such, 

we are unable to assist directly with refund queries or requests, which can be actioned via the links below, or by following the relevant link on your Apple receipt.

For information on how to request a refund from Apple, please visit: https://support.apple.com/en-gb/HT204084

Magazines Direct subscribers can find further support here:

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

ACCESSIBILITY

This app doesn’t currently support the accessibility features included with iOS. If you require an accessible version of this magazine, please subscribe via the Amazon Kindle app for iOS.

For detailed instructions please visit the Amazon Kindle support pages; further information about using VoiceOver with the Kindle app can also be found via the relevant support pages.