App Support

App Support

 

Frequently Asked Questions

 

Welcome to the App Support page for our digital apps published via the iTunes App Store and www.myfavouritemagazines.co.uk

 

We’ve prepared a detailed FAQ where you’ll find answers to many common questions. Select the question that matches your query and follow the guide.

 

If your question is not covered on this page, please contact us at apps@futurenet.com if you subscribe digitally through iTunes, or digitalqueries@dsbnet.co.uk if you subscribe digitally via My Favourite Magazines.

 

For print and print/digital bundle queries through My Favourite Magazines, please email contact@myfavouritemagazines.co.uk

 

Please note that all point of sale processes for Apple/iTunes transactions are handled exclusively by Apple Inc. Because this process is handled by a third-party company, it prohibits us from facilitating refunds or accessing and amending personal purchases and transactions details. As such, we are unable to assist directly with refund queries or requests. Please use the links below for Apple Support pages.

 

To access Apple Support, please visit https://support.apple.com/itunes

 

To contact Apple Customer Service directly, please visit www.apple.com/support/itunes/contact

Contents

 

1 – Why should I subscribe?

2 – My entitled subscriptions issues and/or purchases are not listed with download buttons

3 – I’ve just subscribed, where are my magazines?

4 – Free trial subscriptions explained

5 – Can you help me with my Zinio subscription?

6 – Where can I get CD/DVD gift content?

7 – Can I change my print subscription to a digital one, and vice versa?

8 – Can I use my iTunes magazine subscription on Google Play/Kindle/Zinio, and vice versa?

9 – I’m a print subscriber, can I get the digital version for free?

10 – How do I cancel auto-renewing or find out how long is remaining on a subscription?

11 – Minimum system/hardware requirements

12 – Reading purchased magazines on a different iOS device

13 – Can I print pages?

14 – Can I read my magazine on a desktop computer?

15 – How do I delete the app or individual magazine issues?

16 – Embedded digital video and audio content have no sound

17 – Magazine issues disappear from the app

18 – Downloaded issue is stuck in Processing or Queued state

19 – Downloaded issue is corrupt or missing pages

20 – The app performance is slow or unstable

21 – Using promotional reward codes

22 – What is the Complete your Collection button?

23 – How to enable/disable Push Notifications

24 – Gifting subscriptions

25 – Billing support

 

1 – Why should I 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, no problem – 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 re-subscribing.

2 – My entitled subscription issues and/or purchases are not listed with download buttons
If you’re billed directly by Apple for your purchases, 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 has become corrupted due to intermittent or poor connectivity at the point of download. To resolve this, please follow the instructions below:

 

Reset Credentials Procedure

 

1: Open the app and tap the ‘Help’ button.

2: Tap and hold your finger on the ‘Version XXX’ number, this is displayed on the bottom-right on iPad and top-left for iPhone.

3: With ‘Diagnostic Mode’ window displayed, tap ‘Reset Credentials’.

4: Return to the ‘Store’ page of the app and reload the page.

5: Use ‘Restore iTunes Purchases’ from the ‘Help’ section of the app.

6: Try downloading your issue as normal.

 

This operation should correct the problem for you. If the problem persists, please follow the above process once again, but after step three reinstall the app on your iPad then move on to step five.

If you purchased your digital subscription via www.myfavouritemagazines.co.uk please use the Sign In option displayed at the top of the Store section of your magazine app. My Favourite Magazines digital subscribers can access further support here (mailto link to digitalqueries@dsbnet.co.uk)

If you experience any further problems restoring your magazine purchases, please email us through the Contact Us link (mailto link to apps@futurenet.com) 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.

3 – I’ve just subscribed, where are my magazines?
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.

If you purchased your digital subscription via My Favourite Magazines, please use the Sign In option displayed at the top of the Store section of your magazine app. My Favourite Magazines digital subscribers can access further support here (mailto link to digitalqueries@dsbnet.co.uk)

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

 

4 – Free trial subscriptions explained
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 iTunes 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.

5 – Can you help me with my Zinio subscription?
Zinio are a third-party digital publishing company who provide their own customer support. Please note that although our magazines are sold through Zinio, all transactions and accounts are handled exclusively by them and we do not have access to any customer or subscription details. You can contact Zinio support here:

https://support.zinio.com/hc/en-us/categories/200197823-FAQs

6 – Where can I get the CD/DVD disc content?
Whenever possible, we provide the related CD/DVD disc content supplied with the physical print editions of our magazines. Unfortunately, we are not able to provide a comprehensive equivalent download service for this content across all titles. Specifics on how to access the content will be included in your magazine.

7 – Can I convert my print subscription to a digital subscription, and vice versa?
This is possible for subscriptions purchased through My Favourite Magazines – for further details, please contact the My Favourite Magazines Subscription Team here (mailto link to contact@myfavouritemagazines.co.uk). Where applicable, you can also purchase a combination print/digital subscription.

 

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

 

8 – Can I use my iTunes magazine subscription on Google Play/Kindle/Zinio, and vice versa?

Unfortunately not – digital products are sold through and administered by different third-party vendors such as Apple iTunes, Amazon and Google Play. Digital vendors will only support the delivery of digital products expressly purchased through them.

 

9 – I’m a print subscriber, can I get the digital magazine for free?

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 My Favourite Magazines (link to www.myfavouritemagazines.co.uk/).

 

10 – How do I cancel auto-renewing or find out how long is remaining on a subscription?

At the time of purchase of any subscription made via iTunes, 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 iTunes email receipt. Auto-renewal can be turned off at any time by altering the following settings:

1) From the home screen, select Settings → iTunes & App Store 2) Tap on your Apple ID (top right-hand panel) 3) Select View Apple ID

4) Scroll down to Subscriptions → Manage

 

My Favourite Magazine subscribers can view Help pages here (link to www.myfavouritemagazines.co.uk/help-contents)

 

11 – Minimum system/hardware requirements

Our magazine apps support Apple mobile devices running iOS 9 or above.

It may be possible to run older iOS iterations in some instances, however support for this is not guaranteed.

 

12 – Reading purchased magazines on a different iOS device

All iTunes 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, then 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 My Favourite Magazines, please use the Sign In option displayed at the top of the ‘Store’ section of your magazine app.

 

My Favourite Magazines digital subscribers can find further support here (link to www.myfavouritemagazines.co.uk/help-contents).

 

13 – Can I print pages?

Many of our magazine apps (excluding interactive magazine editions) allow you to print individual pages with an AirPrint compatible printer. Tap on the page you wish to print out. From the overlay menu, press the print icon at the top right of the screen.

 

14 – Can I read my magazines on a desktop computer?

Unfortunately not. Digital magazines sold via the iTunes store are designed exclusively for use on iOS-compatible devices, meaning you can read your magazines on Apple mobile devices only.

 

15 – How do I delete the app or individual magazine issues?

You can delete magazine apps by tapping and holding the icon thumbnail until it begins to shake, then clicking the ‘x’ to delete.


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.

 

16 – Embedded digital video and audio content have no sound

Please ensure your volume controls are turned up and are not set to mute or silent. Alternatively, swipe up on the Home screen and use the Control Centre to access the mute setting.

 

17 – Magazine issues disappear 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 iTunes purchases. To do this, go to the Help section and tap Restore iTunes Purchases (on iPhone/iPod Touch, tap More, then Restore iTunes Purchases).

 

18 – Downloaded issue is stuck in Processing or Queued state

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. To do this, delete and reinstall the app, then go to the Help section and tap Restore iTunes Purchases (on iPhone/iPod Touch, tap More, then Restore iTunes Purchases).

 

19 – Downloaded issue is corrupt or missing pages

This issue can occur due to intermittent or interrupted WiFi connectivity whilst attempting a download or update.

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. To do this, check the Manage Storage settings on your device, or alternatively, click the Contact Us link under the Help section of the app and attach the log data when requested. The email body text will display how much space is available, if this is below 2GB it may be advisable to free up additional space.

 

20 – The app performance is slow or unstable

In the unlikely event of an application crash you are unable to resolve, 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.

 

21 – Using promotional Reward codes

To apply one of our promotion codes go to the Help section of your magazine, click the entry labelled ‘How Do I Download My Reward’ and follow the guide accordingly.

Once entered, this should change the price label to a download button for the relevant issue or issues. If the code is accepted but the issue icon hasn’t changed to a Download button, please contact us for assistance. Do not attempt to download the issue if the price remains on display as you will be billed for the issue.

Should you receive an error code when attempting to enter your promotional code, this may be because:

  • The code has expired.
  • You already own the issue in question.
  • The code is being redeemed for a title not participating in the promotion.

 

If you’re still unsure, please email us with the details of the voucher code and the magazine title and we can advise further.

22 – What is the Complete your Collection button?

The Complete your Collection option unlocks all issues you don’t already own at a substantial saving.

Complete your Collection – Terms and Conditions

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. Included issues pertain exclusively to the published content shown under the Interactive Back Issues and Back Issues sections.

 

Please note that this offer excludes all Special Edition issues. Special Edition issues refer to all publications not included in the regular digital magazine subscription.

 

The Complete your Collection option may not be available in all our magazine apps.

 

23 – How to enable/disable 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.

 

24 – Gifting subscriptions

Unfortunately it is not possible to gift digital subscriptions through iTunes. However, this is possible through My Favourite Magazines accounts – for further details, please contact digitalqueries@dsbnet.co.uk for digital gifting, or contact@myfavouritemagazines.co.uk for print/bundle gifting.

 

25 – Billing support

All point of sale processes for Apple/iTunes transactions are handled entirely by Apple Inc. Because this process is handled by a third-party company, it prohibits us from facilitating refunds or accessing and amending personal purchase details. Therefore, we are unable to directly assist with refund queries or requests. Please use the links below to access Apple Support pages.

 

To access Apple Support, please visit https://support.apple.com/itunes

 

To contact Apple Customer Service directly, please visit www.apple.com/support/itunes/contact