Subscription FAQ
This FAQ covers the most common subscriber questions, including the difference between our membership and subscription levels, billing and payments, how app access works, and how to manage your account. For anything else, our customer support can help.
General
What is the difference between the email newsletter, a free membership, and a paid subscription?
Our free email newsletter is available to anyone. When you sign up, you will get periodic email updates notifying you of our latest content. This does not, however, give you access to restricted content on our website or app.
Occasionally we may make an article available for access with a free membership. You will see a notice on those articles that says, “Create a free account or log in to see this article.” Click the “Register for Free” button, create a free account and verify your email address. You can then log in to see the article. Free memberships automatically include our email newsletter. A free membership does NOT give you access to any content that is available to paid subscribers only.
A paid subscription gives you full, unrestricted access to ALL content on our website and app, including paid subscriber-only content and access to our digital magazine and archives. If you choose the Print + Digital option, you also get six issues of our print magazine. All paid subscribers automatically get our email newsletter.
How do I access my account?
If you are a free member or paid subscriber, use the Sign In link on our website or app and sign in with your email and password. Once you are signed in, you can access your account dashboard, membership and subscription settings, orders and more.
How do I reset my password?
You can reset your password during the sign in process or by going directly to the password reset page. Submit your email address and we will send you an email with a secure password reset link. You can then enter a new password.
I can’t sign in, or I am signed in but can’t read articles. What should I do?
- Make sure you are using the same email address you used when you subscribed. If you may have more than one account, try your other email addresses.
- Reset your password and try again.
- You can only be signed in on one device at a time. If you are signed in on another phone, tablet or computer, sign out there first.
- If you can sign in but articles are still locked, go to your account and click “My Subscription.” If your subscription is not listed as Active, see My payment failed or I was charged but don’t have access below.
If you need additional help, please contact our support team.
How do I change my name or email address in my account?
To change your name or email address for your subscription, sign in and go to your account. Click “Account details” in the navigation and update your name and email address as desired.
To change your email address for our email newsletter, please unsubscribe using the link at the bottom of your next email, then re-subscribe to our newsletter using your new email address.
Can I sign in on multiple devices at the same time?
No. You can only have an active sign in on one device at a time. Signing in on a second device will sign you out of the first.
Can I share my login with other people?
No. Sharing credentials with colleagues, friends, family or anyone else violates our terms of service and can lead to your account being cancelled.
Paid Subscriptions
What paid subscription options do you offer?
We currently offer Digital Monthly, Digital Annual, and Print + Digital options. Our subscription page lists the current pricing and what is included with each plan.
What do I get with a paid subscription?
A paid subscription gives you immediate access to all of our content, including paid subscriber-only articles, our digital magazine and archives, and full access in our mobile app. If you subscribe to Print + Digital, you will also get six print issues per year.
Where do I find the digital magazine and past issues?
Paid subscribers can read the current issue and all past issues on our Magazine page. Make sure you are signed in first.
Do you offer a free trial?
We do not currently offer a free trial. If you want to try us without a long-term commitment, the Digital Monthly plan can be cancelled at any time. Any current offers are shown on our subscription page.
Can I buy a single issue or an article reprint?
Please ask our support assistant and tell it which issue or article you are looking for. It will connect you with our team.
Does my subscription auto-renew?
Yes. Paid subscriptions renew automatically at the end of your billing term using the payment method on file. Annual subscribers are notified by email 30 days before the renewal date. If you do not see that email, please check your spam or promotions folder. You do not need to do anything to renew, and you should not purchase a new subscription.
Why did my renewal price change?
If you signed up with a promotional discount, your subscription will renew at the regular rate after the promotional period ends. Also, we may from time to time increase subscription rates.
Can I subscribe if I live outside the United States or Canada?
Unfortunately, no. Your country of residence determines which tax laws, consumer protection rules, and data privacy regulations apply, so location matters for digital subscriptions as well as print. We are not able to accommodate subscribers outside the U.S. and Canada at this time.
Billing and Payments
How do I update my payment information?
If your subscription is active, sign in and go to your account, click “My Subscription,” then click the “Change payment” button and enter your new payment information. Your new card will be used for future renewals.
The “Change payment” button only appears on active subscriptions. If your last payment failed, follow the steps in the next question instead.
My payment failed or my subscription is on hold. How do I fix it?
When a renewal payment fails, your subscription is placed on hold and you lose access until the payment is made. Adding a new card to your account does not pay the missed renewal. To fix it:
- Sign in and go to your account.
- Click “Orders” and find the unpaid order.
- Click the “Pay” button next to that order and complete checkout with a working card.
Your access is restored as soon as the payment goes through, and the card you use becomes the payment method for future renewals. Please do not purchase a new subscription, as that can result in two subscriptions and two charges. If you do not see a “Pay” button, please contact our support team.
I was charged but I can’t read subscriber content. What happened?
Your subscription is tied to the email address used at checkout. The most common cause is signing in with a different email address than the one used for the purchase.
- Find your order confirmation email from us. The address it was sent to is the one your subscription is under.
- Sign in with that email address. If you do not know the password, reset it.
- Once you are signed in, go to your account and click “My Subscription.” If it shows On hold, see My payment failed above.
If you cannot find a confirmation email, cannot sign in, or your subscription shows Active and articles are still locked, please contact our support team. Have the date and amount of the charge ready.
Why was I charged twice?
This almost always means there are two subscriptions, either on the same account or on two accounts under different email addresses. It can happen if a new subscription was purchased while an existing one was still set to renew. Sign in and ask our support assistant. It can see the subscriptions on your account and will connect you with our team to remove the duplicate and correct any charge made in error.
What is your refund policy?
You can cancel at any time and keep your access through the end of your current term. No refunds are given for unused portions of your current subscription term. If you believe you were charged in error or charged twice, start with our support assistant and we will review it.
Changing or Cancelling Your Subscription
How do I cancel my subscription?
You can cancel your subscription so it does not automatically renew again. Sign in and go to your account, click “My Subscription,” and click the “Cancel” button. You will retain access to New England Hockey Journal through the remainder of your current term, but will not be billed again. No refunds are given for unused portions of your current subscription term.
What is the difference between cancelling my subscription and deleting my account?
Cancelling your subscription stops all future billing. Your account remains so you can sign in, view your order history and resubscribe later. If you would also like your account deleted, please contact our support team.
Can I switch my digital monthly subscription to digital annual?
Yes. Sign in and go to your account, click “My Subscription,” and click the “Upgrade or Downgrade” button. Select the “Digital Annual” option, click the “Switch Subscription” button and complete the checkout process. Please use this option instead of purchasing a new subscription.
Can I switch my digital subscription to a Print + Digital subscription or vice versa?
Yes, but our support team needs to process this for you. Click here to contact them. Please do not purchase a second subscription.
How do I change the mailing address for my Print + Digital subscription?
Sign in and go to your account. Click “Addresses” in the navigation, then update your shipping address. Make sure to keep the box checked to “Update the shipping address for all active subscriptions” before saving your changes.
Free Membership
What is a free membership?
Some articles require at least a free membership to access them. You will see a notice, “Create a free account or log in to see this article.” Click the “Register for Free” button, create a free account and verify your email address. You can then sign in to see any of these articles. Free memberships automatically include our email newsletter, but do NOT include access to paid, subscriber-only content.
How long does a free membership last?
Free memberships do not expire.
How do I upgrade my free membership to a paid subscription?
First, sign in to your existing free membership account. Then go to the subscribe page, pick the plan that is best for you, and complete the checkout process. This will upgrade you to a paid subscription and give you instant access to all paid subscriber-only content.
App
Do you have an iOS / Android app?
Yes. You can download our app from the Apple App Store or Google Play. Click here for more information.
Do I need a paid subscription to use the app?
No. Anyone can download and use the app for free to get access to the RinkWise podcast, NEHJ TV content, and limited articles. However, you need to be a paid subscriber and sign in with your email and password to access paid subscriber-only content.
Is my access the same on the app and the website?
Yes. Your access level (free membership or paid subscription) is the same on the website and in the app.
Other Questions
How do I get help with my subscription?
Start with our support assistant. It can answer most questions right away, and if you are signed in it can look up your account, orders and subscriptions. If it cannot resolve your issue, it will connect you with our customer support team.
How do I reach your writers, editors or advertising team?
Our editorial staff is listed on our staff page. For advertising, please see our advertising information.
