FAQs – Continuous subscription apps

Is the app free?
Yes the app is free to download, but you have to be a subscriber to view all the content. The login details for the app are the same as the username and password you use for the website.

What devices is the app available for?
The app is available on both Android and Apple smartphones and tablets.

What operating systems are required to use the app?
iOS7+ and Android 4+

How do I install the app?
1. Open the app store and search for ‘Incisive Media’. This will display all our apps.
2. Select the app you wish to install and tap on the ‘GET’ button. The app will then download and appear on the home screen of your device.
3. Open the app, log in using your username and password and start browsing the content.

Why is the app taking a long time to download?
• Ensure that your device is connected to either a Wi-Fi or 3G/4G network.
• Check that you have enough storage space on your device.
• Ensure you haven’t used all your data allowance. If in doubt please check with your network provider.
• Check that you have the latest version of the app installed. Use the app store app on your device to see if there’s an update available to download.
• Ensure you have a compatible operating system installed.
• Close other apps as they may affect the speed of the device.

I am already a subscriber; is the app included in my subscription?
Yes, if you’re a current subscriber. Your login details for the app are the same as the ones you use for the website.

My company has a Corporate Subscription but we don’t have usernames and passwords, so how do I access the app?
Please email your information to incisivehv@subscription.co.uk and we’ll set up your username and password. Alternatively phone +44 (0)20 7316 9300.

I don’t have a subscription. How do I subscribe?
You can subscribe via the form provided on the brand’s website, or alternatively via the app store using the purchase function within the app.

I’ve forgotten my username and password. How do I retrieve my details?
Your username will be the email address that you originally used to subscribe. If you have forgotten your password please contact our customer service team (details below).

Why won’t the content update?
• Ensure that your device is connected to either a Wi-Fi or 3G/4G network.
• Check that you have enough storage space on your device.
• Ensure you haven’t used all of your data allowance. If in doubt please check with your network provider.
• Check that you have the latest version of the app installed. Use the app store app on your device to see if there’s an update available to download.
• Ensure you have a compatible operating system installed.

Why don’t the links within the app work?
• Ensure that your device is connected to either a Wi-Fi or 3G/4G network.
• Ensure you haven’t used all of your data allowance. If in doubt please check with your network provider.
• Check that you have the latest version of the app installed. Use the app store app on your device to see if there’s an update available to download.
• Ensure you have a compatible operating system installed.

If I update the app to a new version will I lose the articles I have saved to my Scrapbook?
No, all the articles you have added to your Scrapbook will remain there until you delete them.

If I log out will I lose the articles I have added to my Scrapbook?
No, when you log back in to the app you will once again see the articles in your Scrapbook.

If I update the operating system on my device, or the app itself, will I still be able to use the app?
Yes, once the update is complete.

How do I uninstall the app?
Please follow the instructions given by your device manufacturer.

NOTE: if you are unsure how to perform any of the above tasks on your iPad click here for the Apple user guides. For Android please refer to the instructions provided by your device manufacturer.

Additional help
If you have any other query that isn’t covered here, or a comment or suggestion for the app, please contact the relevant team below:

Customer Care UK
cs@incisivemedia.com
+44(0)1858 438800

Customer Care New York
james.monahan@incisivemedia.com
+1 (212) 776 8075

Customer Care Asia
cs.asia@incisivemedia.com
+852 3411 4828