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Pocketmags Digital Magazines
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Pocketmags Digital Magazines
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Digital Subscriptions >  Help & FAQs

Help & FAQs

Need assistance? We strive to offer you the best service possible. These pages are here to help you get the most from our site and also to help you resolve any queries you may have with our tablet applications.

How can we help you today?

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Customer Troubleshooting

  • Why are my purchases not showing up on my device?Please ensure you are logged in with your Pocketmags account. The app or website should synchronise with your account and your magazines will be available to read in the 'My Library' section.

    However, if a regular issue has been released and you have an active subscription but If content is still not in your My Library section, please do the following:
    • If you purchased through one of our apps (rather than the website), please try the Restore Purchases function found in the Settings menu of the app you originally purchased in. 
    • If you purchased through the Pocketmags website (or have synced a publisher subscription with your Pocketmags account) please ensure that you are still logged in to the website or app with the Pocketmags account you made the purchase with.
    If this does not resolve the problem, please contact help@pocketmags.com with your purchase receipt and Pocketmags username. (If you purchased through an app and do not yet have a Pocketmags account, please create one via the Options menu, then send us your username and purchase receipt.)
  • I’ve downloaded an issue, but it won’t load correctly. How can I fix this?In this situation, we would suggest you try the following options;
    1. delete and re-download (or re-launch) the specific issue

    2. check your wifi/internet connection

    3. restart your device. 
    If you continue to experience problems, please contact us at help@pocketmags.com and we will do our best to help you.  
  • I’m getting a connection error when I try to setup a Pocketmags account through my mobile/tablet device. What can I do?We recommend you turn your device on and off to reconnect the signal. 

    If the problem persists, and your connection is working on other products e.g. you can load the internet in your web browser please contact help@pocketmags.com and we will do our best to help you.
  • I'm trying to print pages from the magazine I ordered but my computer won't let me do it, please can you help?If you are having issues printing, it might be because your printer settings are not set to 'Fit to Scale'. If you select the page you want to print, this will bring up the printing details. 

    If you then enter 'Ctrl + Shift + P', this will bring up a dialogue box allowing for more advanced options. If you then click the preferences box, this will bring up a new box with the tabs showing above. Select the 'Effects' tab, click on 'Print Document on' and then make sure the box 'Scale to fit' is checked. 

    This should now allow you to print off the pages correctly. 

    If you continue to experience problems, please contact us at help@pocketmags.com and we will do our best to help you.  
  • How do I buy and/or send a gift?Add the product you want to purchase to your basket. In the basket, tick the gift icon next to the product, and follow the rest of the checkout process. 

    Once purchased, go to the 'Gifts and Gift cards' section on your Pocketmags account, and from there you can email that product as a gift to the recipient, or print it out: https://pocketmags.com/membersarea/mygifts

    If you experience any problems, please contact us at help@pocketmags.com and we will do our best to help you.  
  • I have a gift code, how do I redeem it on the Pocketmags website?If you have a code which provides access to a particular issue or subscription, please follow this link: https://pocketmags.com/codeactivation/ and follow the prompts to redeem.

    If you have a code which gives you money off your order, or money to spend on the site, please browse the site and add your products to the basket as normal and go to Checkout. Enter your code in the Gift Cards & Promotional Codes box in the Checkout to redeem against your purchase. Any leftover credit from a gift card will be added to your account as Pocketmags Points.

    If you experience any problems, please contact us at help@pocketmags.com and we will do our best to help you.
  • I have a voucher code for money off. How do I use it?If you have a code which gives you money off your order, or money to spend on the site, please browse the site and add your products to the basket as normal and go to Checkout. Enter your code in the Gift Cards & Promotional Codes box in the Checkout to redeem against your purchase. Any leftover credit from a gift card will be added to your account as Pocketmags Points.

    If you experience any problems, please contact us at help@pocketmags.com and we will do our best to help you.  
  • My app is stuck on the initial launch screen. How do I fix this?We recommend you simply delete the app and then redownload it from the App Store. This will be free of charge as your original purchase will be linked to your app account. 

    If you continue to experience problems, please contact us at help@pocketmags.com and we will do our best to help you.  
  • I want a free trial, but am being asked to provide my payment card details. Why?As with many free trial offers, you are asked to enter your credit or debit card details as part of the sign up process, payment will be taken from this card at the end of the trial for the agreed post-trial price. You have the option to cancel the subscription before the end of the trial period and if you do, no payment will be taken. 

    So after downloading a magazine subscription trial, if you don't want to continue with the subscription after the end of the trial period, please ensure you cancel it at least 24 hours before the free trial period ends (normally 30 days or less), otherwise you will be charged the full subscription rate. 
  • I have been charged multiple times for the same purchase.This occasionally happens if you press the 'pay now' button twice by mistake or if there is an issue with the system processing the payment. 

    Please contact us at help@pocketmags.com and we will do our best to help you.  
  • I have made a mistake and thought I had ordered a print version of the magazine. I do not want a digital version.Purchase of magazines, newspapers, publications and products through Pocketmags.com are non-refundable after content has been purchased and viewed. Refunds will not be given for an active subscription period, but you may turn off subsequent auto-renewals in My Subscriptions. Any refund requests may be denied and an administration fee may be applied in any case where they are approved. 

    If your purchase was made through an app or App Store then refunds are reviewed by the platform of sale according to their own terms and conditions.

    You can refer to our terms and conditions here https://pocketmags.com/terms-and-conditions to find out more, or alternatively, you can contact us at help@pocketmags.com for further information. Please provide us with your username and purchase receipt in correspondence.
  • Why do I need to enter my email address to redeem a gift?A Pocketmags account is required so that your purchases/issues can be linked to you. In addition, you can then use your account to access your content on any platform/device of your choice via the Pocketmags network.
  • My Apple app keeps crashing when I try and access the magazine, please can you help?If the app is repeatedly crashing, please could you try a hard reset.  

    To do a hard reset, please hold the home button and sleep button together until the Apple logo displays on the screen. 

    Once the device reloads, please re-launch the app. 

    Please use this link for further assistance https://support.apple.com/en-gb/HT201559
  • My Google Play app keeps crashing when I try and access the magazine, please can you help?If the app is repeatedly crashing, please could you try a hard reset.

    To do a hard reset, please hold the volume up and power button together.

    Once the device reloads, please re-launch the app.

    Please use this link for further assistance https://support.google.com/googleplay/answer/2668665?hl=en-GB 
  • My Pocketmags App keeps crashing when I try and access the magazine, please can you help?If the app is repeatedly crashing, please could you try a hard reset.

    To do a hard reset for an Apple device, please hold the home button and sleep button together.

    To do a hard reset for an Android device, please hold the volume up and power button together.

    Once the device reloads, please re-launch the app. 

    Please use this link for further assistance help@pocketmags.com 
  • I did not want my subscription to renew, please can I have a refund?Refunds will not generally be given for an active subscription period, but you may turn off subsequent auto-renewals in My Subscriptions. Any refund requests may be denied and an administration fee may be applied in any case where they are approved. 

    If your purchase was made through an app or App Store then refunds are reviewed by the platform of sale according to their own terms and conditions.

    You can refer to our terms and conditions here https://pocketmags.com/terms-and-conditions to find out more, or alternatively you can contact us at help@pocketmags.com for further information. Please provide us with your username and purchase receipt in correspondence.
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