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APP FAQ & SUPPORT |
I just updated the app and it no longer recognizes my subscription! What do I do now?
To make sure the app recognizes your subscription, simply go to the Esquire in-app settings (the gear icon) to check “Manage Subscriptions” — if it says you aren't currently subscribed, then press Restore Issues. The app will recognize that you are a subscriber and entitle you to your previously purchased issues.
I just updated the app, but I’m still having the same download problems. What do I do now?
If you are still having trouble, please delete and reinstall the app. From the Newsstand, tap and hold down the Esquire app icon until it starts to shake. Tap the black “X” in the top left corner, and then tap “Delete” in the notification box. Return to the Apple App Store and reinstall the Esquire app. If you have already purchased issues, you can re-install them for free: tap the wheel icon in the top right corner of the Esquire, go to Restore Magazines, and tap on the Restore button. Then redownload previously purchased issues.
Having problems with your Esquire app?
Feel free to email us at digitalapps@hearst.com with any questions, concerns, or feedback you have about the app. In your E-mail, please give us as many details as possible, and be sure to answer the following questions. We’ll get back to you as soon as we can.
1. Did you first troubleshoot by deleting and reinstalling the issue or the app? (see “How do I delete and reinstall the app?”)
2. What device is being used (iPad 1/ iPad 2)?
3. What OS version is the device running? If iOS5, did you opt for the iCloud account?
4. How did you purchase the issue, subscription or single purchase? If subscription what type (monthly/yearly)?
5. How many monthly issues do you currently have in your library?
6. How much memory is available on your device? (From the Settings app, go to General and then About.)
7. How many apps are running in background mode? (Double-tap the Home button.)
8. How strong is your Wi-Fi connection? (How many bars are indicated in the upper left of the screen?)
I am currently a subscriber on the iPad, but the button for the latest issue says “Buy $4.99.” How do I get this to change back to Download?
Tap back and forth between the Store and the Library button and wait for the Store page to reload. You should notice that the button now displays “Download.”
If after toggling between the Library and the Store, the button still displays “Buy $4.99,” tap the wheel icon in the top right corner of the Esquire app, go to Restore Magazines, and tap on the Restore button.
If you’re still having trouble, tap on the wheel icon in the top right corner of the screen in the Esquire app and see if the app recognizes you as a subscriber. If it doesn’t, exit the Esquire app and go to Settings on the iPad. Tap on Store in the left column and check that you are logged into iTunes with the same Apple ID you used to subscribe. If it is not the correct ID, tap on the Apple ID, sign out, and sign back in with the correct Apple ID. Then go back to the Esquire app and repeat the process to Restore Magazines.
If this doesn’t work, please delete and reinstall the app. (see “How do I delete and reinstall the app?”).
I tried to download an issue and something went wrong.
Please delete the issue from the Newsstand, reboot your iPad, and then reinstall the issue. Do not initiate any other downloads while you wait for the issue to finish downloading. Make sure you that your iPad has enough memory and that you have a strong Wi-Fi connection.
If you are still unable to download the issue, close out of the app entirely. Once at the Home screen, double-tap on the Home button at the bottom of the iPad. You will see the Esquire icon at the bottom of the screen. Hold down on the Esquire icon until you see the minus sign in the upper-left-hand corner. Tap on the minus sign. Tap on the Home button again to return to the main screen. Then relaunch the app from Newsstand.
If you are still having trouble, please delete and reinstall the app (see “how do I delete and reinstall the app?”).
How do I delete and reinstall the app?
From the Newsstand, tap and hold down the Esquire app icon until it starts to shake. Tap the black “X” in the top left corner, and then tap “Delete” in the notification box. Return to the Apple App Store and reinstall the Esquire app. If you have already purchased issues, you can re-install them for free: tap the wheel icon in the top right corner of the Esquire app, go to Restore Magazines, and tap on the Restore button. Then redownload previously purchased issues.
I am a print subscriber. Can I access the Esquire iPad app for free?
A print subscription does not include free access to the iPad issues. The app consists of a free library in which you can subscribe to the magazine, or buy and manage individual issues. There are, however, a number of back issues of the iPad edition available free for download.
How do I get the free issues of the magazine?
The December 2010 - April 2011 issues of the Esquire iPad app are free. You can download them through the free shell.
The issues are taking a while to download. Is there any way I can speed this up?
The issues will not download over a 3G connection, so make sure you’re connected to a strong WiFi network. If you have other devices connected to the Wi-Fi network, this could also be causing your issues to download slowly. Consider disabling them temporarily until the issues are downloaded. Check to see if there are any other downloads in progress on your iPad. If there are, we suggest waiting until they have completed before downloading the issues.
I paid for an issue, but it is not downloading. It is in the Library with a “Waiting...” status. How do I fix this?
This can be resolved by restarting your iPad. To do this, you must exit the app, then press and hold the “lock” button on the top right corner of the iPad until prompted with the option to power off the iPad. Power on the iPad, re-launch the Esquire app, and go to the Library. The problematic issue will have a status bar instructing you to “Tap to Download.”
How do I renew my subscription to the interactive edition of the magazine? How do I cancel it?
Your subscription will auto-renew unless you turn this function off 24 hours before the subscription runs out. You can turn off auto-renewal at any time from your iTunes account settings. To do so, just follow these steps:
1. Go into the Settings app on your iPad
2. Tap the Store button in the left column, and then your Apple ID email address.
3. Click on View Apple ID and enter your password.
4. Under the Subscriptions section, tap “Manage”
5. Tap on Esquire. Tap again.
6. Switch the Auto-Renewal from ON to OFF
By doing this, your subscription will no longer auto-renew and you won’t be charged again. Please note that iTunes does not offer refunds for subscriptions.
All of the requested issues will be visible in the Library. Please note, only one issue can download at a time, so you will see a “Waiting...” or “Tap to Download” message on queued up issues. After the issue in progress has finished downloading, please tap on another issue cover to initiate the download.
I keep getting a “Cannot Connect to Server” message when I try to download the latest issue. How do fix this?
Make sure your WiFi connection is strong and that you are connected to the right WiFi network. If this still does not work, delete the WiFi network you are on and connect to it again. To delete the WiFi network you are currently using, tap on settings, WiFi, the blue arrow button next to the WiFi name you are currently logged into, and tap on "forget this network." After doing this, log back onto your WiFi network.
I downloaded an issue, but the wrong content is showing up when I try to read it. How do I fix this?
Try deleting the issue and re-downloading it. To do this, go to the Library, tap and hold down on the issue cover, and wait for the red “Delete” button to appear. Tap the button to delete the issue, and then go to the Store, where you can tap on the issue’s “Download” button to reinstall it.
I deleted an issue(s) by accident. How do I restore my magazines? If I delete an issue that has already been paid for, do I have to pay for it again in order to download it?
Any issues can be re-downloaded from the Store by pressing the “Download” icon under that specific issue and following the prompts. If the “Buy $4.99” button appears, please make sure that the app recognizes your subscription or your previous purchases: tap the wheel icon in the top right corner of the Esquire app, go to Restore Magazines, and tap on the Restore button.
Can I transfer my subscription to a different account?
Unfortunately, there is no way to transfer the subscription. If you purchased the subscription using one Apple ID, then it is registered to that Apple ID only, and you will need to be logged into iTunes under that account to download the issues under that subscription.
What happens if I exit the app while an issue is downloading?
The download will pause until you re-enter the app and tap on that issue’s cover again in the Library. The issue will resume downloading from where it left off.
Why can’t I see the newest issue of O? I got the notification that it is available for download.
Tap back and forth between the Library and the Store. The new issue should be in the "Feature" spot of the Store. If that doesn’t work, reboot your iPad and check for any updates to the Esquire app.
Is this app different from the Zinio edition?
Yes. Zinio is a company that produces digital replicas of Esquire and other magazines. The Zinio version of Esquire does not contain any of the additional enhanced, exclusive, or interactive features that are in the iPad app. It is possible to subscribe to the Zinio version of the monthly issues, but that will not give you access to the iPad app issues.
I emailed Apple for a refund, and they redirected me to Hearst. What do I do now?
Send us an E-mail at digitalapps@hearst.com. In your E-mail, please include your iTunes receipt, a summary of the problem, as well as your full name and mailing address. We will let you know if you qualify for a refund. Refunds are processed once a month.