Frequently asked questions
What devices can I use my subscription with?
A digital subscription allows you access across desktop, mobile and tablet. You can read as many articles as you like without reaching a limit. Subscribers get access to all the important news of the day across all devices.
I’m getting an ‘invalid username or password’ message
Try your email and password combination again. If it still doesn’t work, click on ‘Forgot password’ in the login popup window. Enter your email address. Check your email inbox for a password reset link. The link expires one hour after being sent.
I’m signed in but still can’t view the full articles
If you can still see your account details, it means there is something wrong with your account status. Please check whether your credit card details are correct and there are sufficient funds in your bank account. To update your credit card details, go to ‘My Account’. Under the ‘Change your credit card details’ section, type in your new credit card details and click the Update button.
Can I read articles on the website if I don’t subscribe?
Only subscribers have access to every article.
I'm not receiving my password reset email
Sometimes password reset emails get caught in your spam or junk folders. Please check there. If you can’t find the email, please email Karen.
Payments
Are payments secure?
All credit card payments are processed by Stripe. Learn more about Stripe’s security here.
When will I be charged?
Monthly subscriptions renew every 4 weeks. Annual subscriptions renew every 12 months. Your My Account page displays your next payment date.
My Account
How do I change my subscription?
Go to My Account. Click Change Plan and the available plans will display. A popup window will confirm the amount due. If you choose to upgrade the plan, your credit card will be charged only for the remaining days in the billing period at the new plan rate.
How do I change my email address?
Go to My Account. In the My Details section, type your new email address and click the Update button.
How do I update my credit card details?
Go to My Account. Under the ‘Change your credit card details’ section, type in your new credit card details and click the Update button.
How do I cancel my subscription/account?
Go to My Account. In the Subscription details section, click the ‘Cancel subscription’ button. A dialogue box will ask you to confirm the cancellation. Your account page will remain accessible for up to 28 days after cancellation.
How do I restart my subscription after cancelling?
You can sign in and restart your subscription up to 28 days after cancellation. Click on My Account. In the Subscription Details section, click on ‘Restart subscription’. Your payment method will be charged immediately at the rate of your previous subscription plan.
When is my next payment due?
Go to My Account. Your Next Payment date is listed under 'Subscription details'. If your payment fails for any reason, you will receive an email notification.
How do I get more help?
Our customer service team are here to help. Email Karen if you have any other questions.
