Thursday, November 23, 2017 (GMT +8:00)

TIME Asia FAQ

Welcome to the TIME Help Desk!

SUBSCRIPTION ORDERS

ALL ACCESS & DIGITAL SUPPORT

MANAGE YOUR ACCOUNT

GENERAL INFORMATION

COMMON PROBLEMS & ERROR MESSAGES



SUBSCRIPTION ORDERS


• How to Order

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• Pricing

TIME often makes special offers for new or renewal subscription orders made online. For further details, click here for details of the latest online offer for NEW subscribers or click here for the latest online offer for subscription renewals.
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• International Subscription Information

FOR SUBSCRIPTIONS IN AUSTRALIA & NEW ZEALAND (including Papua New Guinea, Christmas Island, Caledonia, Cook Islands, Fiji, Western Samoa, French Polynesia, Tonga)

Please click here to go to TIME Pacific Customer Service page.

FOR SUBSCRIPTIONS IN EUROPE (including Africa, and the Middle East)

Please click here to go to TIME Europe Customer Service page.

FOR SUBSCRIPTIONS IN LATIN AMERICA

Please click here to go to TIME Latin America Customer Service page.

FOR SUBSCRIPTIONS IN U.S.

Please click here to go to TIME U.S. Customer Service page.

FOR SUBSCRIPTIONS IN CANADA

Please click here to go to TIME Canada Customer Service page.

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• Gift Subscriptions

You can order online, or simply let us know your name and address as well as the name and delivery address of the recipient and we will arrange it for you. To order online, please click here.

If you require further assistance, please contact us by email, phone, or mail.



• Education, Corporate & Bulk Subscriptions

We are pleased to offer a special rate to teachers and students in education sector and corporation.

Also there are bulk subscription rates to groups or other organizations. Please fax or mail us with relevant details.

To enjoy education special subscription rate, please send a copy of your student card, teacher card or a letter from the school.

To inquire on corporate or bulk subscription special offers, please click here to contact us.  

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• Order Back Issues

Back issues are not part of a subscription order. However, when available, back issues can be purchased through the following address:

Time Asia (Hong Kong) Limited
37/F Oxford House
Taikoo Place
979 King's Road
Quarry Bay, Hong Kong
Tel: (852) 3128 5688
Fax: (852)3128 5022

Include the exact cover date of the issue, image and/or name on the cover and number of copies you wish to order. Please note that some issues may not be available because of strong interest from other readers. For further information, please email us.

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ALL ACCESS & DIGITAL SUPPORT

• TIME ALL ACCESS

What is included with TIME ALL ACCESS subscription?

ALL ACCESS subscription gives you TIME the way you want it - in print delivered to your mailbox plus digitally via magazine app on your iPad® and iPhone® or via the Google Newsstand App on Android devices, and access the magazine content from TIME.com through internet browsers on any digital devices.

You can subscribe by clicking here.

I am already a TIME subscriber. How do I upgrade my subscription to ALL ACCESS?

Current subscribers click here to add ALL ACCESS to the remainder of your current subscription term at no additional charge.

I already have a username and password to access TIME.com. Do I still need to register for ALL ACCESS including the Digital Edition?

No. The same username and password you use to sign in for TIME.com can also be used for ALL ACCESS including the TIME Digital Edition.

How do I access TIME magazine content on TIME.com?

You can access magazine content from MAGAZINE section on TIME.com. You will only be prompted to sign in to view subscriber-only content where applicable.

To sign in, simply enter your username (the email address registered for your subscription) and the password you set up for your Digital Access. The same username and password gives you access to TIME digital edition on your Apple and Android devices.

For Apple devices, you need to download the TIME magazine app from App Store in advance. More details, please click here.

For Android devices, you can access the magazine through Google Newsstand app where you can download from Google Play. More details, please click here.

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• TIME DIGITAL ACCESS

What is included with TIME DIGITAL ACCESS subscription?

DIGITAL ACCESS subscription gives you TIME digitally via app on iPad®, iPhone® and Android mobile & tablet devices, plus unlimited content on TIME.com.

You can subscribe by clicking here.


For iPad® and iPhone®, you need to download “TIME magazine app” from App Store in advance.

For Android devices, you can access the magazine through “Google Newsstand app” where you can download from Google Play. Google Newsstand app is currently available in India, Indonesia, Japan, Malaysia, Philippines, Taiwan and Thailand for Asia region.

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• Digital Account Management

What is a digital account?

A digital account is a username and password that allows you to access TIME digitally via app edition and online on TIME.com that are included with your subscription.

Username is the email address you provided for your subscription. Password is set up by you. If you forget your password, please click here to reset now.

Click here now, if you have not set up your digital account yet.

How do I change the email address associated with my digital account?

Click here to log into the TIME Customer Service site. Next, click "Update Email Address" under SERVICE OPTIONS in the menu on the left hand side.

How do I change or reset the password associated with my digital account?

Click here to change or reset your digital account password.

What if I have other questions?

Click here to contact Customer Service.

• Website Access

How do I sign into TIME website?

Click here to sign into TIME website.

Which browsers work best to access TIME.com?

  1. Google Chrome 40.0
  2. Microsoft Internet Explorer 9 or higher
  3. Mozilla Firefox 36 or higher
  4. Safari or Safari 8.0


Can I pay for access for just the articles that I want on TIME.com?

No, our platform is unable to bill by specific articles. Our DIGITAL and ALL ACCESS subscription terms include unlimited access to all articles on TIME.com. Click here to view our latest digital offers.

What happens if I want to cancel my digital subscription, will I get a refund?

Yes, you can cancel at any time. If you are on a monthly plan, you will not be charged for future months. If you are with a subscription term, you will receive a refund for any issue(s) you paid for that you have not yet received.

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• iPad® & iPhone® App Support

I am a subscriber to the U.S. edition living abroad. Why do I no longer have access to new issues of the U.S. edition on my iPad® and iPhone®?

Regional editions of TIME are now available on the iPad® and iPhone: U.S./Canada, Europe, Asia and South Pacific. To continue enjoying TIME, please download the TIME magazine app from the App Store to your iPad®/ iPhone® device. It will be specific to your region and tied to the address used in your Apple account. You can continue to enjoy all the US content as well as content from all editions on TIME.com.

How do I setup my existing subscription on my iPad® or/ and iPhone®?

If you're an existing ALL ACCESS/ DIGITAL ACCESS subscriber to TIME, you can add the App Edition for your iPad® and iPhone® free of charge for the remainder of your subscription contract.

To add the App Edition for iPad® and iPhone®, follow the steps below:

  1. Click here to set up your digital edition account. If you've already set up your digital edition account, proceed to step 2.
  2. Then download the TIME magazine app from App Store. The app will be downloaded to Apple Newsstand
  3. Open TIME app inside Newsstand
  4. Tap setting setting icon at the top right hand corner, select "Sign In"
  5. Enter your email address and the password you set up. Forgot your password? Click here.
  6. Tap “Library” to view and download available issues.

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How can I delete downloaded issues from my iPad® and iPhone®?

Deleting magazine issues will free-up storage space on your device.

For iPad® app, please following the steps below:

  1. Go to “Library” where all of your TIME magazine issues are located.
  2. Simply tap the setting icon on the upper right corner of the screen
  3. Choose “Remove Issues from iPad®” option
  4. Select the issue(s) you want to remove, then tap “Remove” button

For iPhone® app, simply swipe the downloaded issue, then click “Remove” to confirm removing the issue.

Can I re-download the issues that I've already deleted?

Yes, you can re-download any issues that you've deleted from your iPad® and iPhone®, before your subscription expires.

Simply tap setting setting icon and select “Restore All Purchases” to restore all deleted issues. Or click “Download” button on the issue(s) you would like to restore specifically.

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• Google Newsstand App Support

Is TIME digital version of the international edition available on Android devices?

Yes, single issues and subscriptions can be purchased via the “Google Newsstand app”, which can be downloaded from the Google Play Store. To download, please click here or search the app at Google Play. Please check and make sure your country is covered by Google Newsstand for paid content before subscribe.

Is access to TIME digital edition on Google Newsstand included in my subscription?

Subscribers with ALL ACCESS or DIGITAL ACCESS subscription can also access the digital edition on their Android devices via Google Newsstand app.

You can subscribe by clicking here.

How do I access TIME digital edition via Google Newsstand as part of my subscription?

  1. Go to Google Play Store on your Android device.
  2. Download Google Newsstand app to your device.
  3. Open the Google Newsstand app and search for the magazine title.
  4. When you see the storefront for the title, select SUBSCRIBE.
  5. Select the option "CURRENT SUBSCRIBERS” to verify your subscription to read TIME in Newsstand.
  6. You will be transferred to our subscriber verification pages. Enter your customer number (you will find it on your magazine mailing label) and your email address or postal address to verify your active subscription.
  7. If you have not set up your Digital Account yet, you will be asked to set up password. This will also enable you to also access content on Time.com and our digital edition via Google Newsstand app.
  8. Once your subscription has been verified, you will be automatically re-directed to Google Newsstand app and will be able to view the latest issue(s)

If you are having trouble verifying your subscription, please contact us.

I can't locate the app Google Newsstand in the Play Store.

Google Newsstand app is only available in the following countries:

Argentina, Australia, Austria, Bahrain, Belgium, Brazil, Chile, Colombia, Egypt, France, Germany, India, Indonesia, Ireland, Italy, Japan, Jordan, Kuwait, Lebanon, Malaysia, Mexico, Netherlands, Oman, Peru, Philippines, Poland, Qatar, Russia, Saudi Arabia, Spain, Taiwan, Thailand, Turkey, Ukraine, United Arab Emirates, United Kingdom.

At this time we are only able to offer access to the digital versions of our international editions on an Android device via Google Newsstand.

I already verified my active subscription on Google Newsstand, how do I access the latest issue?

The latest issue(s) will appear in your Google Newsstand Library.

Can I access the digital edition via my Android tablet and mobile phone?

Yes, provided that you are using the same Google account on both devices downloaded with "Google Newsstand app"

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• Subscriber’s Automatic Renew Program

What is automatic renew program?

Automatic Renewal Program is a hassle-free subscription program in which your subscription will automatically be continued without having to receive renewal notices or bills. We will notify you in advance of any rate changes. You are always in control of your subscription and may cancel at any time. Enrollment can be anytime during subscription period, click here to activate now.

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MANAGE YOUR ACCOUNT


• Locating Customer Number

Your customer number is located on every billing and renewal notice you receive. It is also listed in your mailing label above your name. Please click here for help in finding your account.

• Account Status

Not sure when your subscription expires? If your payment has been received? Click here to check your account status online! As always, if you do not find the information you are looking for, please contact us by email, phone or mail.

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• Change of Address

You can quickly and easily change your address online using ‘Change Your Address’ under SERVICE OPTIONS by clicking here! You may also contact us by email, phone or mail.

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• Billing/Payment

If you would like to pay your bill using your credit card, click here to go to our secure payment page. You may also call if you prefer to pay over the phone or post your payment. Please contact us by email, phone or mail.

If you would like to check your payment status, please click here.

If you have already paid your bill, but are still receiving invoices, please keep in mind that it can take up to four weeks for us to receive and process your payment. If it has been less than four weeks since you sent your payment, please disregard any invoices that you receive, as we may be unable to intercept them in the mail. If it has been more than four weeks since you remitted payment, please contact us by email, phone or mail.


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• Renewals

Renew your subscription online, get a great low rate and a FREE gift.

If you would like to find out when your subscription expires, please click here. As always, if you have further questions, please contact us by email, phone or mail. Renewal reminders are sent well in advance of subscription expiry date to ensure that our customers do not experience a break in service. Existing subscriptions are served in full before the renewal subscription begins.
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• Damaged Issues

If your issue frequently arrives damaged, please contact us by email, phone or mail.

If this is an isolated event, you can report a damaged issue online by using ‘Missed/Damaged Issues’ function under SERVICE OPTIONS.  Please visit customer service site by clicking here.  Your subscription will be extended to make up for the damaged issue.  If you would prefer to receive a replacement issue, please contact us by email, phone or mail.
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• Late or Missed Issues

TIME's delivery window is seven to ten days before the cover date. Your magazine should arrive between the Friday and Wednesday prior to the cover date. Factors that could delay delivery are severe weather or disruption of your local postal service.

If you have missed an issue, we may have an incorrect address on file. Please click here to verify your address. If the Post Office alerts us that your magazine is undeliverable, we have no further obligation unless we receive a corrected address within 2 years.

Your magazines may also have stopped being delivered due to non-payment. Please check the payment status on your account. If you would like to pay for your subscription, please log into online customer service center by clicking here.

If none of these explanations apply, please log into online customer service center by clicking here. After logged on, please go to ‘Missed/Damaged Issues’ under SERVICE OPTIONS. Your subscription will be extended to make up for the missed issue. If you would prefer to receive a replacement issue, please contact us by email, phone or mail.

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• Temporarily Suspend Delivery

If you would like to temporarily stop your subscription for any reason, please go to ‘Suspend subscription’ under SERVICE OPTIONS.  You may also please contact us by email, phone or mail. This service is subject to three-week notice and a minimum three weeks suspension period.
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• Temporarily Redirect Delivery

If you are going to be at a temporary address for three weeks or more and would like to temporarily redirect your subscription delivery, please go to ‘Change Your Address’ under SERVICE OPTIONS. There you will find temporarily redirect delivery section for you to put in address for temporarily redirects. You may also contact us by email, phone or mail. This service is subject to three-week notice and a minimum three weeks redirection period.

Please note that we are only able to offer this free service if your temporary relocation is within Asia Pacific. If you are moving out of this region for three weeks or more you might like to consider temporarily suspending your subscription.
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• Duplicate Subscriptions

If you are receiving duplicate copies of TIME, please select ‘DUPLICATED ISSUES’ option under SERVICE OPTIONS. You may also contact us by email, phone or mail.
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GENERAL INFORMATION

• Contact Us

We hope that this information is helpful. If you do not find what you are looking for, please contact us from one of the following Asian countries:

BANGLADESH
International Book Agencies Ltd.,
94 New Eskaton Road,
Ramna,
Dhaka 1000, Bangladesh
Tel: (8802) 8359972
Fax: (8802) 9560580/1
Email: ibal@myway.com

HONG KONG
TIME Magazine,
P.O. BOX 60163,
Tsat Tsz Mui Post Office,
Hong Kong
Tel: (852) 3128-5688
Fax: (852) 3128-5022
Email: enquiries@timeasia.com

INDIA
Customer Care Division
India Today Group
E-26,Connaught Place,
New Delhi-110001
Tel: (0120) 2479943
Fax: (0120) 4078080
Email: timecare@intoday.com

INDONESIA
P.T. Indoprom Indonesia,
PO Box 2090/JAT
Jakarta 13020
Indonesia
Tel: (6221) 809-1928
Fax: (6221) 809-2679
Email: customerservice@indoprom.net

JAPAN
TIME Magazine
Customer Service Dept.,
27F, 2-5-1 Atago,
Minato-ku, Tokyo
Japan
Tel: 0120 666 236
Fax: (03) 5402 7055
Email: enquiriesjapan@timeasia.com

KOREA
c/o Universal Publications Agency Ltd.
UPA BD, 44 Daehak-ro, Jongro-gu,
Seoul, Korea 110-850
Tel: (02) 3672 0044
Fax: (02) 3672 1222
Email: upa@upa.co.kr

MALAYSIA
TIME Magazine Services Sdn Bhd
(161441-K) License No AJL93062,
G.P.O. Box 11650,
50752 Kuala Lumpur,
Malaysia
Toll Free: 1 800 81 5282
Fax: 1 800 81 5284
Email: enquiries@timeasia.com

NEPAL
Bazaar International,
1/F, A Block, Kesharmahal Marg 73,
Thamel,
G.P.O. Box 2480,
Kathmandu,
Nepal
Tel: (9771) 442 7098
Fax: (9771) 441 3994
Email: info@bi.com.np

PAKISTAN
Paradise Subscription Agency,
PO Box 12484
Karachi 75500
Pakistan
Tel: (9221) 3580 2574/5
Fax: (9221) 3580 1348
Email: psa1@cyber.net.pk

PHILIPPINES
Time-Life International (Phils) Inc.,
PO BOX 14234
Ortigas Center Post Office,
Pasig City,
Philippines
Toll Free: 1 800 1 855 0135
Fax: 1 800 1 855 0136
Email: enquiries@timeasia.com

SINGAPORE
Time Singapore (Pte) Ltd
Company No F0199907363D
P.O. Box 185,
Singapore 914007
Toll Free: 800 8523 768
Fax: 800 8523 770
Email: enquiries@timeasia.com

SRI LANKA
Emit International (Pvt) Ltd.
39-1/1 Jayasinghe Road
Off Balapokuna Road
Colombo 6
Sri Lanka
Tel: (9411) 4 510210
Fax: (9411) 4 542442
Email: emit@sti.lk

TAIWAN
TIME Magazine,
c/o Quantium Solutions (Taiwan) Co., Ltd.,
1/F No. 31, Lane 66 Juei Kuang Road,
Nei Hu District,
Taipei 11491,
Taiwan
Tel: (8862) 2790-7171
Fax: (8862) 2796-1447
Email: enquiries@timeasia.com

THAILAND
TIME Magazine,
c/o WMG (Thailand) Co., Ltd.,
PO Box 87,
Klongtoey Post Office,
Bangkok 10111,
Thailand
Toll Free: 001 800 852 4533
Fax: 001 800 852 4558
Email: enquiries@timeasia.com

OTHERS
TIME Magazine,
P.O Box 60163,
Tsat Tsz Mui Post Office,
Hong Kong
Tel: (852) 3128-5688
Fax: (852) 3128-5022
Email: enquiries@timeasia.com

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• Permissions and Reprints

Please email us.
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• Privacy

Click here to view TIME's privacy statement. This page will also offer you the opportunity to limit how your personal information is used.
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• Free Gifts

TIME regrets that free gifts are not automatically included with all subscription orders.

If your subscription order included a free gift, please note that gifts are often sent upon receipt of payment. Once payment has been received, your free gift will be shipped. If you have already sent your payment, please log on to online customer service center to check your account payment status. You can choose to pay with your credit card after log on, to complete the payment process. For further assistance, please contact us by email, phone or mail.

If your order was placed through a subscription agent, please contact your respective agent directly to claim your free gift.

Delivery of the free gift promoted with your subscription usually takes six weeks after the receipt of the payment. If it has been six weeks, please contact us by email, phone or mail.

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• Which edition of TIME will I receive?

TIME subscriptions are available worldwide in Asia, Canada, Europe, Middle East & Africa, Latin America, South Pacific and the US. You will receive the TIME edition for your region.
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• Letters to the Editor

You can reach our editors via e-mail at asialetters@timeasia.com or via mail to your local TIME office (see below). Correspondence should include the writer's full name, address and home telephone, and may be edited for purposes of clarity or space.
For local TIME office information, please click here.
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COMMON PROBLEMS & ERROR MESSAGES


• Unable to locate account information

If you have been unsuccessful in locating your account, please try using your customer number which appears on all renewal notices and bills. To find out how to locate your customer number, please click here.

If you are trying to locate your account by using your name and address details, it is important that you enter these exactly as they appear on your magazine label. Please ensure that you have not typed the letter "o" instead of the number "0" (zero) or the letter "I" instead of "1" (one) and check all special characters and accents.

If you are still unable to locate your account, please contact us by email, phone or mail so that we may assist you. We will be happy to verify your customer number for future reference.

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• No active subscription information

This message indicates that, while we have your name on file, you are not currently receiving a TIME subscription. Your subscription may have expired or been cancelled. To renew your subscription, please click here. If you cancelled your subscription, and would like to start receiving TIME again, please click here to use our online order form. You may also contact us by email, phone or mail.
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• Cannot accept online renewal

There are two reasons we may not be able to accept your online renewal.

  1. You are part of the Subscriber’s Automatic Renewal Program. This is a hassle-free subscription program in which we automatically continue your service without sending you renewal notices or bills. Once you are in this program, there is no need for you to transmit renewal instructions either online or through the mail. Of course, you are always in control of your subscription and may cancel at any time.

  2. You have not paid for your current subscription. We are unable to extend your subscription contract until we have received payment for your current service period. To check your payment status, please click here. You may also pay your bill online after logged in.

Please contact us by email, phone or mail if you require further assistance.

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• Cannot accept online payment

There are three reasons we may be unable to process your online payment:

  1. We are unable to locate your account information. If we are unable to access your account, we cannot process your payment. Please click here for tips on locating your account.

  2. You have already sent payment for your subscription. Should you wish to extend your current subscription now and pay for the new term by credit card, you can enjoy all the benefits of TIME's Subscriber’s Automatic Renewal Program. Please click here for more details.

  3. You subscribed through an agent. If you ordered your subscription through a third party, the agent will handle all billing and customer service requests. Please pay the invoice you receive in the mail or contact the agent directly for more information.

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• Unable to process request

If we are unable to process your request, it may be because we were unable to locate your account information. Please click here for tips on locating your account.

If your account was successfully located, then please make sure you have completed all fields on the transaction form. If required fields are left blank, a red error message will be displayed at the top of the form. Simply fill in the necessary fields and resubmit your request.

If you continue to receive error messages, then please contact us via email, phone or mail so that we may better assist you. We apologize for this inconvenience.
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• Certificate authority has expired

The digital certificates contained in your web browser might have expired.  In order to maintain the highest level of security, we recommend that you upgrade your web browser to the latest version.
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• Session has expired due to inactivity

For your protection, your customer service session is automatically terminated if you do not respond for a period of time. Simply reconnect to www.timeasiasubs.com/service.php to continue working.
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