Immediate Media

App Support

Got a problem? Tweet us @IMAppSupport and if we can fix it quickly we will.

N.B. For subscriptions or purchase problems please use the form at the bottom of this page.

Is the app no longer viewable in landscape?

The app itself is now fixed to a portrait view, but any content that you download to read can still be viewed in either portrait or landscape.

What should I do if my issue isn't downloading or installing?

All you need to do to quit an app is open the task switcher by hitting the home button twice. You'll see all of your Apps in "background mode" represented as images. Just swipe up on the one you want to fully close. It's a good idea to close all of the Apps you're not currently using as these take up a small amount of your device's memory.

 

If your device is completely frozen, or you’re having other problems, you’ll want to reboot your device instead of just quitting an app. You can simply hold down the Sleep/Wake button until the slider "slide to power off" appears, and then slide it across.

If the App still won't work, please fill out the form at the bottom of this page describing your problem in as much detail as possible.

What should I do if my issue isn't responding?

All you need to do to quit an app is open the task switcher by hitting the home button twice, and then hold down on the app you want to quit until it starts jiggling.

Hold down on the app you want to quit until it starts jiggling

A red “-” should appear on the corner of the app icon. If you press it, it will quit the app.

A red “-” should appear on the corner of the app icon.

If you’re using an older device that doesn’t support multi-tasking, you can quit an application manually. You’ll need to follow the following steps:

  1. Hold down the Sleep/Wake Button on the top.
  2. Wait for a red slider to appear. Don’t slide it.
  3. Let go of the Sleep/Wake Button.
  4. Hold down the home button and the app will force quit.

Once you’re back on the home screen the application should be closed, and you can re-open it normally again.

If your device is completely frozen, or you’re having other problems, you’ll want to reboot your device instead of just quitting an app. You can simply hold down the Sleep/Wake button until the red slider appears, and then slide it across.

If the App still won't work, please describe the page you're stuck on in an email to immediateapps@servicehelpline.co.uk

Can I access the digital editions for free if I am already a print subscriber?

Unfortunately there is no free access to the digital editions as part of a print subscription. In the future we hope to offer this function so that you can upgrade your subscription to enjoy both editions.

How do I download the latest issue as part of my subscription purchased within iTunes?

You'll need to download new issues each month as they become available in the App. We will send a message to notify you when new issues are available, providing you have 'Notifications' turned on in your devices 'Settings'.

How do I opt out of statistics collection?

We collect statistical data about how the Application is used to help us learn what works and what's most useful to you. All data is collected anonymously, so we won't know what pages a specific person visits, or their location, but we will be able to see general trends about which pages and areas are more popular. We only use usage statistics information to analyse and improve the services offered through this App. But if you should prefer us not to collect this data, you can opt out by changing the App's settings (see previous question) and switch the 'Share Usage Statistics with the App’ option to 'OFF'.

How do I restore previous purchases?

If you are restoring issues from the old version of the app, which wasn’t newsstand compatible, please refer to this article. From within the new version of the app, you can restore your previous purchases by tapping ‘Restore purchases’ from the navigation bar within the store page. Any previous purchases you have made will be recorded in your purchase history; therefore Apple will know that you have already bought the issue(s).

I subscribed to the App via iTunes, but can't login, what do I do?

If you bought your subscription via iTunes, you do not need to manually login to the App (the 'Subscribed elsewhere?' Login option is for those who have bought a subscription outside of iTunes via the buy subscriptions website).

As new issues are published you should be able to download them automatically as long as they are published within your subscription period. Back issues are not included in your subscription; you will only receive the issues published within your subscription period.

Back issues are available to buy individually in the 'Store' section of the App.

I subscribed to the digital edition via the buysubscriptions website, how do I access my subscription?

Once you have downloaded the App from the App Store and opened it up, you can Log-in in the 'Store' section using the 'log-in' button in the 'Subscriptions' section. You need to Log-in using the email address and password you provided when purchasing your subscription at the buysubscriptions website. If you have forgotten your password you can remind yourself on the buysubscriptions website.

I'm not a subscriber, can I still purchase the issues as and when they become available?

The App is free for everyone to download. To download single issues within the App, as and when they become available, you just pay a single issue price.

In what countries can the App be purchased?

The App is available in all countries where our vendoes (Apple, Google Play, Amazon Kindle Fire) operates an App Store.

Once I have finished with an issue, how do I delete it from my device to save space?

In the issues screen Tap and Hold the cover of the issue you wish to delete. The button underneath the issue will turn red and say "Archive". Tap the button and the issue will be deleted from your device.

There is also the "Archive All Issues" option in the Support menu if you need to create more space on your device.

Problems with links and downloads?

Double check you have an active internet connection on either Wi-Fi or 3G (data charges may apply).

If you are confident that you have a good connection and links still don't seem to work, try deleting the issue and downloading it again.

If you are confident that you have a good connection and the issue still won't download please report the problem either via the Twitter channel @IMAppSupport or using the form at the bottom of this page.

If you wish to report a broken link please use the form at the bottom of this page and describe the location of the broken link quoting the issue, page number and link text as applicable.

Where are the Settings for the App?

Go to the home screen of your device and tap the Settings icon. The settings will be under 'Apps' in the left-hand pane (scroll down if you can't see it).

Why aren't the links to websites working?

Check that you have an active internet connection (either Wi-Fi or 3G). If you're certain that you're online, please describe the location of the broken link (quote the text and page number) in an email to immediateapps@servicehelpline.co.uk

Why can’t I download the latest issue?

If you are experiencing download problems, please ensure you are logged in and have a stable 3G or Wi-Fi connection. Wi-Fi is recommended, as the download file size is relatively big and can take a long time, data charges may also apply using 3G. If you are still seeing a ‘Buy’ button underneath the latest issue, please try the below:

  • Restarting / reinstalling the App
  • Clicking ‘Restore purchases’
  • Go to the ‘Settings’ App, tap ‘Store’ and sign in with your Apple ID, tap ‘View Apple ID’, tap ‘Subscriptions
  • Manage’ and review the status of your subscription
Why is the digital edition sometimes released after the print edition goes on sale?

We make every effort to publish our digital editions on the same day that the print edition goes on sale and 98% of our digital editions are available on time. However, sometimes situations arise that prevent us from meeting the on sale date. This is something we take very seriously and in most cases there will only be a very short delay.

Will I be charged twice if I delete or lose an issue and re-install it?

No. Any previous purchases you have made will be recorded in your purchase history so we will know that you have already bought the issue and therefore you will never be charged twice for the same issue. The App itself is free to download.

How can I get a refund on an issue I bought which should have been part of my digital subscription?

If you have subscribed to the App via iTunes, and have been charged for an issue that should have been included in your subscription package, please contact Apple directly via iTunes using your Apple ID.. Unfortunately, we are unable to process refunds on behalf of Apple.

If I make an in app purchase or subscribe on the iPad or iPhone can I access the content for free on the other device?

Yes, if you subscribe on the iPad for example you will simply need to download the free app on the iPhone using the same Apple ID and you will be given access to any purchases made under that account.

How do I access my previous purchases in the new Apple App?

Firstly, if you haven’t done so already please open the old app from Future Publishing and follow the instructions on the screen that pops-up to register your details and back up all your content. You can also manually bring this screen up by accessing the free in-app announcement document. This will be available as a free download within the old version of our app called “Special Announcement”.

Once this is complete you can open up your Immediate Media app and ‘Sync’ your purchases by entering the same registration details that you inputted in the old app. If this doesn’t show automatically you can manually access this from the in-app support menu by selecting ‘Sync’. Please note that this is different from a normal iTunes restore as you are syncing your content with our internal database.

 

All your previous content will now be available to download and if still in a subscription period future issues will be entitled to you in the current app.

 

I’ve forgotten my registration password, can I reset it?

Of course, please tap here to input your email and reset your password

I received an email from Apple telling me about a price increase?

This is to be expected and is in relation to the old app from Future Publishing. We have increased the price on the subscription terms to ensure that you do not auto-renew for the old product, as this automatically cancels your subscription at the end of your current term. Just to reiterate you will not renew at the price you see on this email. As you approach the end of your subscription term we will be in touch with further information on what to do in the new Immediate Media app in order to keep your subscription going.

Why has my subscription ended?

Because of the new app from Immediate Media all subscriptions that got transferred over will not automatically renew (this is unfortunately out of our hands) and so you need to update and re-activate your subscription. When you open the Immediate Media app you should receive a prompt with instructions to follow in order to do this.

 

Subscription details
  • Payment will be charged to your iTunes account at confirmation of purchase.
  • Your subscription will automatically renew unless you turn off the auto-renew function within 24 hours of the end of your current subscription period.
  • Your account will be charged for renewal within 24 hours of the end of your current subscription period at the current subscription price.
  • You can turn off auto-renewal in your Account settings in the App store.
  • There are no cancellations of your current subscription within the active period of that subscription.
  • You can manage your subscriptions and turn off auto-renewal by going to your Account Settings after purchase
  • You may receive an extension to the first period of your subscription if you choose to receive marketing from Immediate Media. (Privacy Policy).
Contact support

If you are experiencing a problem that isn't covered in the FAQ section, please submit your query to our support team using the form below.

 

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