If you are having problems with paying, including using a coupon or finding out when your subscription expires, please check the information below before contacting us.
Alternatively, if you log into the site and then click on ‘How to subscribe’ which is third down in the left-hand menu and then on the ‘Subscriptions history link’ which will appear below it, you can check when your subscription will expire.
Please try ticking the 'Remember me' box before you login. This often solves problems with access.
Your subscription should be enabled automatically as soon as you make a payment. If this hasn’t happened it may be for one of several reasons:
Do you have two email addresses registered with the site? If so, your subscription may be attached to your other email address.
Your payment may not have gone through. You should have received an email receipt from Google Checkout or Paypal when you paid. If you haven’t then this may mean the payment failed. You should be able to check this via your Worldpay or Paypal account if you have one. Alternatively, check your subscription record from this link:
You may have chosen a payment method, such as a Paypal Echeque, which takes some time to clear. Our software will not automatically enable your subscription until the payment has cleared. which may take three days or more.
If none of this seems to apply to you, please contact our technical support.
If it has letters as well as number these need to be included and they are case sensitive. There are never any spaces in coupons.
If that isn’t the problem, please check the expiry date – it may have run out.
If none of this works, please contact our technical support quoting the coupon code exactly as you are using it and giving details of the message you receive when trying to use it.
Can I pay by credit card?
Yes, both Paypal and Worldpay allow you to use a credit or debit card to make a payment. However, we cannot take credit card payments directly as we would prefer not to have access to your card details.
If none of this has helped then please email us giving:
- the email address you're registered with the site with
- your username
- the email you used to pay with, if different, if the problem is that you have paid but can't get access
- when you paid – even if only roughly - if the problem is that you have paid but can't get access
If you can forward a copy of your receipt from Worldpay or Paypal this will allow us to deal with your query much more quickly.