Logging in and password problems
I am having problems logging in. What can I do?
Check that Caps Lock, Number Lock, Shift Lock are not active. Passwords are case sensitive and contain numbers and symbols that would be affected by this.
Check the password you have entered before you click to sign in, by using the ‘eye’ button to the right of the password entry field to briefly reveal it. This is particularly helpful if your browser has automatically filled out your password for you. It may have retained outdated information.
To remove incorrectly saved usernames and passwords from your browser you will need to adjust your browser settings. Look for features like Manage Passwords, Autocomplete, Autofill, or similar.
You can reset your password on the ‘Forgotten password?’ page. Please make sure you have access to your registered email address when you make the request. You will be sent a limited-time email link that will log you back in so you can choose a new password. The link is valid for 24 hours only.
If you do not receive the password reset email, please check your spam or junk folders and any email spam traps that your company might have in place, for example your Mimecast personal portal. If the email is not there, then please contact email@example.com.
If you think someone else might have changed your password or you no longer have access to your registered email address please contact us at firstname.lastname@example.org as soon as possible.
Please remember that only the named account holder has the right to access the site and therefore the password reset can only be sent to that registered email address. It is a breach of our terms and conditions to share your password with other people.
If you have recently purchased a new subscription or renewed a lapsed subscription, you may need to wait a few minutes while your account is updated. Please wait for a short while before logging out and back in again to activate your new subscription.
I’ve forgotten my password. How do I reset it?
Follow the link to the ‘Forgotten password?’ page. Enter the email address you used when registering on the site. We will then email you a one-time sign-in link so that you can reset your password. Please do this within 24 hours of requesting a reset, as after that time the link will expire and you will need to request a new one.
I am being asked to sign in but I don’t have a password. What should I do?
If you have a subscription to Retail-Week.com as part of a company-wide subscription, please contact the account manager within your company for the sign up link that you will need to activate your account, or alternatively contact email@example.com.
If you have a personal subscription to Retail-Week.com but have not visited the site before, then you may need to choose a password for the first time. To do this, follow the ‘Forgotten password?’ link and enter the email address you used when you took out your subscription. You will be sent an email containing a link that will allow you to complete your account set up.
If you are not yet a subscriber, please register for a free limited-access account. At present, registered users can read three (3) articles per calendar month (as at 30/10/19).
How do I register and what do I get in return?
To register, complete the form.
Anonymous guests visiting the site can only see a limited selection of free-to-read content.
Registered users can see the same free-to-read content plus a further metered allowance of 3 articles per calendar month (as at 30/10/19), excluding the Indicator benchmarking report, which is for subscribers only. Registered users can also receive selected free email newsletters.
How can I pay for my subscription?
For individual subscriptions bought online in the UK, we accept credit card and direct debit payments. You can pay annually or by monthly instalment, to spread the cost of your subscription through the year. At the moment international customers will need to contact firstname.lastname@example.org to take out an individual subscription but we are working on accepting international orders online in future.
Company-wide accounts cannot currently be purchased online. Please see our guide to company-wide membership for more information on how to purchase a subscription for your organisation.
Can I pay by invoice?
Yes, if you are an individual subscriber who has bought online, we can arrange for you to be sent an invoice following your purchase, for your records. Please contact email@example.com.
Can I pay in a currency other than £ Sterling?
If paying by credit card, your payment will be processed in UK £ Sterling at a recent rate of exchange – which may be different to the £ Sterling published price. Please contact firstname.lastname@example.org for further information about non-sterling payment.
How do you acknowledge receipt of my order?
If you place your order online or over the phone, an email acknowledgement will be sent to you almost immediately after you submit your order. Should you not receive your acknowledgement within 24 hours, please contact email@example.com.
If you pay annually you will receive a receipt of confirmation as soon as your order is placed, and yearly invoice will be raised for you.
If you pay on a monthly or quarterly basis receipt will be sent out to the account holder after each payment has been taken and yearly invoice will be raised for you.
What does a subscription to Retail Week include?
How do I renew my subscription?
We will contact you before the expiry date of your subscription to ensure that your renewal is taken out in good time, so that you don’t miss out on any news or information from us.
When does my current subscription expire?
You can check your subscription status online by logging in and visiting Manage My Account.
If your subscription is currently showing as active but you are having difficulty accessing content on site, please contact firstname.lastname@example.org.
Can I cancel my subscription?
Subscriptions run for a full year, as per our terms and conditions. Please contact email@example.com for further information.
How do I change my address or my registered email address?
Currently you cannot change your address or email address details online. Please contact firstname.lastname@example.org.
What is the difference between registered and subscriber access?
All registered users can log in with their email address and password in order to access a limited number of articles on the website (currently 3 articles per calendar month, excluding Indicator content). Registered users can also choose to receive selected e-newsletters. Registered access to Retail-Week.com is free of charge. You can register here.
When you subscribe to one of our subscription packages, you will be able to log in for full, unlimited access to the website. Subscribers can also choose to receive any or all of our e-newsletters. In addition, Retail Week Indicator, our benchmarking data content, is only available to subscribers.
I have paid for my subscription and registered but am unable to access content. Why?
If you have not yet set up your password, you can do this by using the ‘Forgotten password?’ form. Please make sure that you use the same email address as when you took out your subscription.
If you have purchased a new subscription or renewed a lapsed subscription very recently, you may need to wait a few minutes while your account is updated. Please wait for a short while and then log out and back in again to activate your new subscription.
If you are still unable to access subscriber-only content, please check your subscription status by going to Manage My Account. If your subscription shows as valid, please contact email@example.com so that we can help you.
Can I get a team subscription for my company?
Yes. We offer preferential rates for 5+ subscriptions and our corporate membership includes exclusive benefits not available to individual subscribers. Please find out more about corporate subscriptions here. You can also contact us at firstname.lastname@example.org or +44 (0)20 3873 2847.
I signed up to receive your free newsletters, but I am not receiving them. Why?
Please check you have provided us with your correct email address. To check which email address you have registered with us, sign in and go to Manage My Account. While there you can also check which newsletters you have asked to receive and can update your contact preferences.
If your details are stored correctly, you should check your mailbox settings to see if the newsletters are being pushed into ‘junk’ mail. To avoid the newsletters being treated as spam, it may help to add the e-mail addresses email@example.com, firstname.lastname@example.org and email@example.com to your address book and/or to your safe senders list.
Some of our newsletters - Breaking news alerts, This week in retail, and If you read one thing… - are only available to subscribers. So, if you are a registered user or your subscription has lapsed, you will not be able to receive them. Only the weekly sector briefings, morning daily news briefings, our editor’s choice e-newsletter and The Uptick are available to registered users.
If you are still experiencing problems, we suggest you talk to your IT team or your email service provider to see if emails are being blocked by them.
How do I unsubscribe from your newsletters?
At the bottom of each newsletter there is an ‘Unsubscribe’ link and a link to manage your preferences. You can also go to Manage My Account at any time to and change your selection on the Newsletters tab. Your choices should be reflected within a few days.
If you continue to receive unwanted emails after this time, please contact firstname.lastname@example.org.
How do I add Retail Week to my safe senders list?
Most email software will allow you to add particular senders to a ‘safe senders’ list or to your contacts, which will help to ensure that emails sent by that address don’t get blocked or treated as spam. However, as all email software works differently, we are unable to provide full instructions here (although we have provided tips for some selected platforms here). Please consult the help documentation from your provider.
These are the addresses to add to ensure you receive all our email newsletters and communications: email@example.com, firstname.lastname@example.org and email@example.com.
Privacy and personal information
What do you do with my personal information?
Why do I need cookies enabled?
If you need help changing your cookie settings, please consult the help files relating to your web browser, as the frequency of updates and range of available browsers means that we cannot provide instructions here.
When will my first printed magazine arrive?
If your subscription includes the magazine your order acknowledgement will confirm details of the first issue you will be sent. This is normally within 14 days of placing your order.
What if an issue doesn’t arrive?
Simply contact the subscription customer services team and they will check we have your correct address details and arrange for a replacement copy to be sent to you.
Can you deliver to an address outside the UK?
If your subscription package includes the magazine then yes.
How do I order a back issue?
For prices and availability, please contact us.
How to add us to your safe senders list in selected email software
The following instructions will help you add Retail Week to your safe senders list.
- In Outlook, from the ‘Home’ tab, go to ‘Junk’ as shown here.
- Next, open the ‘Safe Senders’ tab and then hit the ‘Add’ button.
- Type @retail-week.com into the box that opens up.
- Choose ‘OK’ and then ‘OK’ again and you’re done.
Emails from @retail-week.com should now arrive safely in your inbox.
If you still experience problems, first check your ‘Clutter’ folder settings. After that, if you are using a work email account, try contacting your IT department and ask them to look into the settings in any company-wide spam-blocking software that is in place at your organisation.
Hotmail and Outlook.com
- In Outlook.com (which also serves Hotmail users) go to the ‘Settings’ menu via the cog icon and then choose ‘Options’.
- Look for Mail > Junk email > Safe senders on the menu and open it.
- Type @retail-week.com into the text-input box that reads ‘Enter a sender or domain here’.
- Click the + sign.
- Then save your changes with the ‘Save’ button and you’re done.
Emails from @retail-week.com should now arrive safely in your inbox.
Outlook 2011 on Mac
- In Outlook, go to ‘Tools’ tab, then ‘Junk E-mail Protection’.
- Next, under ‘Safe Domains’, type in @retail-week.com and save it to the list.
Gmail has no ‘safe senders’ list. In Gmail you just add the sender’s email address to your contacts instead.
To add Retail Week to your contacts, open the latest newsletter you have received from us and hover over the ‘from’ name. Then choose ‘Add to contacts’ and save the new contact.
If the email has gone to your spam folder you will need to mark it as ‘Not spam’ first.
In Android you need to add the sender’s email address to your contacts to make it a ‘safe sender’.
To add Retail Week to your contacts, open the latest newsletter you have received from us and tap the contact picture next to the ‘from’ name. Then choose ‘Create contact’ to save it as a new contact.