Q: I am interested in your digital subscription offer, but I’m not too sure if the issues are compatible with my device…
A: Our digital downloads are currently compatible with iPad, iPhone, Android and Kindle Fire devices. We have historically offered access to read offline with a PC as well, however due to Microsoft updates, regretfully, we cannot guarantee that you will be able to read magazines through this channel. It is possible however to access all of your subscription issues through the Online Archive; you simply need to be connected to the internet to do this. If for any reason your digital subscription does not work on your device or computer please contact us using the details above.
Q: I don’t have an iPad/iPhone/Kindle Fire or Android device, is there any way that I can subscribe and download your magazines to read offline?
A: Currently our magazine apps are only compatible with these devices, it is however possible to buy a single issue or a subscription to our digital magazines via www.pocketmags.com (the online shop that belongs to our app developer) and access these on other devices such as Windows or Blackberry devices. You can see which devices that your magazine is available on by visiting www.pocketmags.com and finding your magazine, then check the icons underneath the magazine image (for example Apple iOS, Android, Amazon, Online, Playbook, Windows 8). Please note that you cannot sign up for a Print + Digital Subscription through this site (if you wish to have a print subscription as well as this digital access you will need to take out a Print Subscription directly through us).
Q: I have bought a Digital Subscription, how can I start downloading the issues onto my mobile device?
A: To start downloading issues you will need to follow the instructions appropriate for your device. To view the instructions please select your magazine through through this link.
Q: I am trying to register on an Android/Kindle Fire and the instructions say I have to register with a website called Pocket Mags – why do I need to do this?
A: To ensure that you receive the best possible digital experience we have outsourced the production of our digital download apps to a web developer called Magazine Cloner.
The website Pocket Mags is Magazine Cloner’s online shop, where it is possible to purchase our magazines (although if you purchase them through this site you do not receive the same benefits that you get by coming direct to us, such as the Online Archive). Issues bought through this site can also only be read through the ‘Pocket Mags’ app rather than through our Magazine app.
Because of the way that Android and Kindle Fire apps are set up, you need to set up a free account on the Pocket Mags website, and link this up with your device so that Magazine Cloner can verify your details against the subscription details that we have for you on our systems (and activate your subscription!).
Q: I have bought a subscription through yourselves and registered for a free Pocket Mags account in order to activate my Subscription. Whilst logged in I noticed that I can read my magazine on my computer through a Microsoft Silverlight reader or a Flash reader. Why haven’t you told me about this before, and what are these?
A: We do not actively promote this method of reading your magazine to avoid confusion with our Online Archive, which is quite similar but is accessed via our community website. These Online readers also require for you to be connected to the internet to read your magazine.
The difference between these readers and the Online Archive is that the Online Archive provides access to historic issues of your magazine, as well as the new issues of your subscription whereas these online readers will only allow you to read your digital subscription issues. These readers will however allow you to still read your subscription issues even if your subscription expires, whereas the Online Archive only allows you access whilst you have a valid subscription.
Q: I have just heard about your new digital downloads and I really want to check them out but I can’t seem to get access…
A: This may be because you signed up to our historic ‘Complete Package’ subscription (which gave you free access to the Online Archive). Unfortunately you are not entitled to access the new digital downloads – these downloads can be accessed by upgrading to the Print + Digital Subscription which includes print editions, the digital downloads and access to the Online Archive for the duration of your subscription. If you would like to upgrade please call our Customer Service Team on the number above.
Q: I’m definitely not a Complete Package Subscriber (I have a Digital Subscription, or I have just upgraded to the Print + Digital Subscription) and I still can’t access the downloads…
A: We are sorry to hear that your access isn’t working! If you are definitely a Digital Subscriber, or you have upgraded to our Print + Digital Subscription and you are still having issues accessing the downloads please email firstname.lastname@example.org and they will help to sort this out for you.
If you are having trouble accessing the Online Archive after upgrading please contact us using the details above.
Q: I am a UK Print + Digital Subscriber and usually receive my paper copy around the time that the magazine appears in the shops. When can I expect to be able to download my digital edition?
A: Historically our Digital editions have become available on or just before the magazine goes on sale in the shops. We are now making our digital editions available sooner, with them becoming available on the same day that Print editions are due to arrive with Subscribers (if not before!). If you would like to be notified when your digital edition is available simply agree to receive ‘push notifications’ from our app.
Q: What if I want to upgrade from my current subscription to a Print + Digital Subscription so that I can start to download issues of my magazine to keep and access the Online Archive?
A: No problem! Please contact us using the detail above and we will organise your upgrade.
Q: My app keeps on crashing whilst I’m reading it!
A: We’re sorry to hear you’re having trouble with the app. If the app is repeatedly crashing please try a hard reset. This will help things if the issue is memory related. Once the device reloads please re-launch the app; the issue performance should have improved. If not, please email email@example.com and advise which magazine and issue that you are having trouble with, and whether the performance problems are consistently happening on the same page(s).
Q: My issues keep displaying pages saying “Pocketmags loading or black pages” and won’t load properly.
A: Black pages often indicates a faulty download or, occasionally, that you could be running low on capacity on your device. You will need to delete and re-download the issue, however please also consider freeing up some space if this could be an issue; sometimes Apple devices will auto-delete to create room. To delete an issue go to your library (the second tab at the top of the app homepage) and click the red cross next to the issue in question, then download again.
Q: I have registered for a Pocket Mags Account and logged into this on my second device, but although it says that I am logged in, the button is still showing a price rather than saying I can download it.
A: Sometimes the page just needs to be refreshed, to do this select the restore purchases option. Wait a few minutes for this change to occur. If this doesn’t fix it then please email firstname.lastname@example.org with your subscription number, registered email address and a description of the problem.
Q: I have noticed that your Digital Subscription prices are higher than they used to be, why is this?
A: Our historic Digital Subscription pricing was based on the fact that the magazine issues were only available to view for the term of the subscription; they could not be downloaded and kept. With our new model, not only can you download and keep all of the issues in your subscription, you will also have access to the Online Archive, which contains a range of back issues. Our pricing also reflects the quality of the content of our magazines, and the skills and knowledge of the editorial and design teams that ensure that you get your magazine regularly. We hope you enjoy reading your magazine in this great new format!