FAQ

Digital Edition Questions
PLEASE NOTE:USE Wi-Fi to download the app and each issue. The app does not work properly when downloaded using 3G or a weak Wi-Fi signal.

 

Q. Where can I get the Down East app?

This free app is available in the iTunes store and the Google Play Store. Download it from the Apple App Store or through the Newsstand folder on your Digital desktop. (You have that folder if your Digital is running iOS 5+.) The Down East app consists of a free library in which you can subscribe to the digital magazine or buy and manage individual issues. If you are already a digital or bundle subscriber, you can log in to view your digital issues with your e-mail address and password. Please note that print-only subscribers do not get free access to the digital edition. See below in the “Issues and Subscriptions” section for instructions on upgrading your account to the print/digital bundle.

Q. What is the difference between the Down East Digital edition and the Down East print subscription?

Our digital edition offers the same content and layout as our print version, and occasionally includes additional enhanced, interactive features. Please note that this digital edition is only works with Apple Digital, Android Tablets and our Desktop Browser Edition.  We do not support phones at this time.

 

Q. How do I get around the magazine?

Just like the paper issue, you can explore your copy of Down East page by page or by skipping around. Swipe across with one finger to turn one story at a time, or swipe with two fingers to quickly jump among sections. You can also just press and hold your finger on the screen or tap the upper right corner to bring up the contents list and the thumbnail preview at the bottom. From here, you can simply tap to jump among sections. You can bookmark a page by tapping the upper right corner of a page, and it will appear in the Bookmarks panel.

 

 

Q. If I’m a Down East print subscriber, is the digital version included with my subscription?

No, the digital version isn’t included with print subscriptions. You can upgrade your account and add the Digital edition to your current print subscription for $5.00 using the subscribe link on our website.

 

Q. I just purchased a subscription including the Digital edition through the Down East website. How do I begin receiving copies?

If you have not yet downloaded the Down East app from the iTunes store or Google Play, please do so. This is a free app available in those stores. Do not purchase anything else from within the app, as your subscription is already paid for. The first time you open the app after downloading; look for the “Library” tab on the top row navigation bar, then:

 

  1. Press “Sign In” or “My Account” (this varies by digital reader).
  2. Enter the e-mail address and password you set up when you ordered your subscription and hit “Log In”.
  3. Close the Sign-In window and press “Library” to see the issues you are currently entitled to receive. This will be the current issue when you first subscribe, then each subsequent issue on your subscription as it is published.
  4. Press the box with the issue you wish to read.

Q. If I’m a Down East print subscriber already, can I transfer my subscription to the Digital?

Yes, you can switch the remaining issues of your print subscription over to the Digital version by emailing customer service or by calling 1-800-666-4955.

Q. I don’t see the issues I’ve purchased or downloaded before.

If the issues you’ve purchased are not listed in your Library, first make sure you’re on the same iTunes/ Google Play account you originally purchased the issues with. If so, hit the gear icon in the upper right corner of the Library tab and select “Restore All Purchases”, which will allow you permissions to all issues you’re entitled to. If that doesn’t solve it, please let us know by calling customer service at 1-800-666-4955.

Q. How do I buy more single copy issues?

Press and hold your finger on the screen to bring up the “Store” button. Tap this to access the in-app store, where you can subscribe to the magazine and buy single issues. Tap the price, confirm your purchase, and the issue will appear in your library. There you can tap the button to download it.

Q. How do I access new issues on my subscription?

If you purchase a subscription through Down East and are using the Apple iOS 6+ operating system, new issues will download automatically in the Apple Newsstand folder. You will be notified when a new issue is available. The Android version of the app does not support notifications.  Please check the app or the web site to see the next issue.

Q. How do I cancel my subscription or get a refund?

To cancel your subscription or get a refund please  email customer service or call us at 1-800-666-4955. We can only issue refunds on Digital subscriptions purchased directly through Down East, not through Apple iTunes.

Q. Can I transfer my subscription to another device?

You may access your purchased issues or subscription on another iPad or Android Tablet running the Down East app if you’re signed in with the same iTunes / Google Play account. Just download the app, make sure you are signed in to the same iTunes / Google Play account you originally purchased the subscription with, and select “Restore All Purchases”.

 

Q. My issue is stuck at the “processing stage”.  What do I do?

This happens occasionally when the Digital interrupts the process of the issue. Typically restarting the app will resolve the issue. If not, you can always delete and re-install the app. You will never have to pay again for something you’ve already purchased, as long as you’re on the same account.

On reinstall, you’ll see a box asking if you wish to restore all purchases. Press “Yes”.

If you miss that box, just tap “Restore All Purchases” in the Library list to get back access to all previously purchased issues and subscriptions.

Q. I don’t see all the issues I’ve purchased.

First, make sure you’re signed in to the same account you purchased the issues with. If so, select “Restore All Purchases” on the upper right-hand corner of the Library tab. If this does not solve the problem, please contact customer service.

Q. How do I delete an issue?

In your Library list, you’ll see a button to the right of each issue that says Archive. Tap this button and you will delete the issue from active storage on your device. At any time, you can always re-download those issues again later at no charge.

Q. My app keeps crashing.

If you have not yet downloaded the Down East app from the iTunes store, please do so. This is a free app available at the iTunes store. Unfortunately, some iPad 1 users have experienced problems with the app crashing. If this happens, you should be able to fix it by following these steps:

 

  1. Close all running apps. (Double-click the Home button, press and hold on the app icons in the bottom list until they start shaking, then tap the “X” on each to close the app.)
  2. Shut down the Digital. (Hold the Power key then slide the red bar when prompted.)
  3. Turn the Digital on again. The app should now work fine.

Q. How can I share feedback with you about the Down East app?

Please contact customer service with your comments, insights and suggested improvements. While we can’t respond to every e-mail, we will be reading every comment and doing our best to address any concerns and ideas you have about our Digital app.

 

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