SUPPORT & FAQ
Support and FAQ Empowering Living Magazine
Q: Who is Responsible for Providing Support to our Magazine app users
A: We are responsible for providing support for your app.
Q: The App is crashing. What do I do?
A: The Empowering Living Mag App has been battle tested and most likely the issue is on the user’s device. The first thing you need to do is to follow Apple guidelines here: http://support.apple.com/kb/ts1702
Q: How do I take a screenshot with my iPad?
A: Simply click on the Home Button and the Power Button at the same time
Q: I’ve subscribed, but I still see the yellow subscribe button and no issue is downloaded
A: This is something that can happen due to a connection error between the iPad and the Apple servers.
If this happens please perform the following steps:
- Fully close the magazine, tap on the home button to ensure you have exited the magazine, then double tap the home button. All the opened apps will appear at the bottom of the ipad. Press and hold on top of the magazine, the apps will start to shake, tap on the red minus sign to fully close the magazine
- Make sure you are logged in with the same Apple id that subscribed to the magazine. To do this, tap on the Settings app, scroll down and tap on the store app, double check that the same Apple ID is being used. if not, sign out and sign in with the correct Apple ID
- Relaunch the Magazine. Go to the Newsstand App and tap on the magazine to launch it. The splash page will appear and then the magazine home screen will show. The page should be updated and now the yellow subscribe button would have been replaced with a grey Restore button.
- Restore all purchases. You can tap on the restore button if desired to redownload all previously purchased magazine issues
Q: How can subscribers cancel their Mag subscriptions?
A: Here are the steps to follow: Tap on Settings App, Scroll and Tap on Store, Scroll down and Tap on your Apple ID, Then Tap on “View Apple ID”, Enter your Password, Scroll Down and Tap on Manage in the Subscriptions Section, You will see your Magazine subscriptions, Tap on the one you want to cancel. Your Current Subscription details will be shown, Turn auto-renewal to OFF
Q: How does the purchase process work?
A: You can either subscribe to our magazine or you can buy single issues. If you subscribe (Auto-Renewal) you will get the latest magazine issue published and will have access to any future issues as long as you remain a subscriber. If you purchase a single issue, you will be able to download that issue immediately after a successful purchase.
Q: How do Special Issues Work?
A: Special Issues are different in the sense that they are not part of the magazine subscription. They are independent special issues and everyone will need to buy them to read them, including magazine subscribers. Special issues will have a red “Special” sash and will appear below the top section in your mag home screen. Special issues are fantastic to sell unique content to your magazine users.
Q: Some Clients are not getting the new mags delivered automatically
A: We love Apple but even they are not perfect. Push Notifications are awesome but sometimes the user’s ipad can drop push notification connection. Weird but it happens. What you can do is to turn off Wi-fi, turn on Airplane mode, then reconnect to wi-fi. Something else you can try is to connect to another wi-fi network for a while and then switch back to you. Restarting your iPad can also sometimes help.
Q: Is there an iPhone version of our magazine app?
A: At this point the focus is on the iPad version only of the magazine. The reality is that very few users like to read a magazine on the tiny iPhone screen. The iPad screen real estate gives our readers an awesome reading experience and showcases the features of the magazine beautifully. If there is a big enough request for an iPhone version, it might be considered in the future, so stay tuned.
Q: Sometime I am not receiving the push notifications?
A: Push notifications are awesome. We love Apple, but unfortunately nothing is perfect. Push notifications can be spotty at times and require that the iPad device maintains a permanent connection to the APSN service and the error is likely to be there. Send an email to Apple for Delivery.
Q: What Happens if the price of my magazine subscription increases?
A: When we increase the price of your subscription, Apple will turn off Auto-Renewal for your subscription and will send an email to you so that you can accept the new price and continue your subscription. Apple will do this 10 days before the next renewal date for each subscriber.
So, for example, if your current monthly subscription is $5 and it is increased to $10 then, 10 days before the next renewal date, Apple will Turn Off the Auto Renewal for your current subscription to our magazine and you will be sent an email telling you about the price increase and it will ask you to confirm this increase. When you do, your auto-renewal subscription will resume.
Q: What happens if the price of my magazine subscription decreases?
A: Apple will simply charge you the new subscription price on the next renewal date.
So, for example if your monthly subscription is $10 every month and we decrease it to $5 a month, then all you will now be charged $5.
Q: I am getting a “Cannot Connect To iTunes Store” when clicking on the subscribe button or buy button
A: This can happen in the following situations: You do not have wifi or internet access, or you have “Restrictions ON” to prevent others from making purchases from your iPad. Restrictions are located on the general settings and should be disabled to allow App purchases.
Q: I cannot open the magazine app, it closes immediately when reaching the Splash page
A: This is a bug we have found in version 2.4.1 and is already fixed in the next version 2.7.1. The reason it is happening is that you have your time clock set to a 12 hour format and may possibly using a language other than English. When you install the app and open it the very first time, this error can occur. To resolve this issue in version 2.4.1, you need to have your clock set to the 24 hour format (you can do this in the General Settings, under date & time) and open the magazine. After that, if you want, you can change the clock back to the 12 hour format.
Q: I have other problems not listed here, what can I do?
When you get the error, forward as much information as possible to us about the error. We will need to know the exact steps you took to get the error, as well as your iPad settings so that the Apple team can try to replicate the error. If an error can be replicated, it can be fixed! We will respond to you as soon as we get an answer from Apple!