Subscription changes – FAQs

Why is this change happening?

We are updating our systems.

The publication(s) you receive from us will not change. You will continue to enjoy the same quality product(s) and the same subscription benefits you have now.

Where we take recurring payments for subscriptions, we previously had some customers paying on a per issue basis (for example, every 12 issues) and some customers paying by calendar period (for example, monthly, quarterly or annually).

We have standardised this so everyone pays on a per issue basis. Although this means the date you are billed varies, it gives you certainty about the number of issues included in your payment.

What is changing?

Changes depend on what publication(s) you subscribe to and how you pay. The email / letter you have received will detail any changes to your subscription(s).

I bought my subscription recently and received a subscription number then. Why are these changes happening now?

We are updating our systems.

We have planned these changes carefully to avoid disruption to subscribers. There will be no interruption to your subscription, and if you haven’t yet received your first issue it is still scheduled for dispatch on the same date as when you transacted.

I recently cancelled or changed a subscription. Why is it included in the email / letter I received?

The data used to generate our recent communication relates to subscriptions at a precise point in time during our system update process.

There is no need for concern. If have cancelled or changed a subscription since 22 August, this change will not be reflected in the communication.

Why has my regular payment amount changed?

Where we take recurring payments for subscriptions, we previously had some customers paying on a per issue basis (for example, every 12 issues) and some customers paying by calendar period (for example, monthly, quarterly or annually).

We have standardised this so everyone pays on a per issue basis. Although this will mean the date you are billed varies, it gives you certainty about the number of issues included in your payment.

For most customers the change to our systems does not change the price you pay per magazine over the course of a year. Our subscription rates continue to include delivery to your door.

Why is my recurring payment not changing for some time?

Some customers remain on their current payment plans for a number of payments as our systems transition.

This is most likely to apply if you have taken out a subscription recently and is detailed in the communication you have received if it applies to any of your subscriptions.

For example, you might make two monthly payments on your calendar-based billing plan before issue-based billing begins.

Rest assured there will be no disruption to active subscriptions.

Should I be concerned if my old subscription number is still shown on the envelope of a magazine I’ve received recently?

No. Previous subscription numbers may continue to appear on magazines you receive for a short while as mailings can be finalised far in advance.

Why does the number that’s shown on the envelope / carrier sheet with my magazine not match what’s in my email / letter?

Previous subscription numbers may continue to appear on magazines you receive for a short while as mailings can be finalised far in advance.

Even after this date, for the time being the number that’s shown on the envelope / carrier sheet with your magazine will be a subscription reference number. For many customers we are simplifying things so you only need to keep track of a customer number, rather than individual subscription numbers. You can reference any number when getting in touch with us and we should be able to find your subscription.

When can I log in to see my subscription(s) online?

The updates to our systems are ongoing. If you wish to log in to view your subscriptions online, we recommend you do so after 1 October.

In the meantime our customer experience team can still help you if you have a query about your subscription(s).

How do I find out the date of my next Direct Debit or recurring card payment?

For many recurring payments, the email / letter that referred you to these FAQs includes your next payment date.

Puzzler subscribers can see their next payment date, if it is scheduled, when they log in at Puzzler.com, here after 1 October.

For all other products, you can see certain information about your subscription(s) in your online account.

Log in for Beano subscriptions here and all other DC Thomson subscriptions here after 1 October.

If you have further questions about how you pay, please contact our customer experience team.

Why do I have a customer number and a subscription reference number?

DC Thomson subscribers (including Beano subscribers) have a customer number that is the same for all of their subscriptions.

Puzzler subscribers are issued a subscription reference for each of their subscriptions.

If you have a mix of DC Thomson and Puzzler subscriptions, the email / letter you have received will include your customer number and only your Puzzler subscriptions will have a unique subscription reference.

Why have I not yet received my customer number?

A small number of subscribers will not have received their customer number. If we are not yet in a position to confirm your customer number, this will be stated in the email / letter you have received. 

We will be in touch soon with your customer number. In the meantime our customer experience team can still help you if you have a query about your subscription(s).

Why have I received more than one email / letter and more than one customer number?

Subscribers should have only one customer number. If you have received multiple communications and these state different customer numbers, you can get in touch with us to merge your records. 

This might have happened because you have a different payee email address, billing name or billing address associated with your subscriptions. Please be assured there will be no disruption to your subscriptions.

If you have only Puzzler subscriptions, you will not have received a customer number. Puzzler subscribers are issued a subscription reference for each of their subscriptions.

If you have a mix of DC Thomson and Puzzler subscriptions, the email / letter you have received will include your customer number and only your Puzzler subscriptions will have a unique subscription reference.

I have more than one subscription. Which number do I use to access my online account?

Puzzler subscribers are issued a subscription number for each of their subscriptions, which is used at the point of setting up an online account for the first time. From then on, you access your online account using an email address and password.

If you have previously set up a Puzzler.com account that was linked to your subscriptions, it will continue to display them after 1 October. You do not need to take any action.

DC Thomson and Beano subscribers should use their customer number to access their online account. The customer number is the same for all of your subscriptions.

After 1 October, you can log in for Beano subscriptions here and all other DC Thomson subscriptions here.

The email / letter I’ve received says there “may be a change” to how I am billed, but the changes listed don’t specify any changes to billing. Why?

If no changes to billing are listed, then how you are billed for your subscriptions is not changing. Changes generally apply only when customers pay by recurring payment methods (such as Direct Debit).

Why isn’t one or more of the magazines I receive mentioned in the email / letter I’ve received?

There could be one of several reasons.

If a subscription has recently ended, it will not be mentioned in our communications.

If you have very recently purchased a subscription, or renewed a lapsed subscription, it will not be mentioned in our communications. You will receive a welcome communication in due course.

Our communications only relate to DC Thomson subscriptions, including Puzzler and Beano.

If you are concerned about a subscription that wasn’t mentioned in our communication, then please contact our customer experience team who will be happy to help.

Can I talk to someone about my subscription(s)?

Yes. Please don’t hesitate to contact us if you have any questions. Our customer experience team can be reached using the details below:

If your query relates to a Puzzler subscription, please email puzzler@dcthomson.co.uk or call 0800 904 7018 (+441382 575533 from outside the UK).

If your query relates to a Beano subscription or Beano Fan Club membership, please email shop@beano.com or call 0800 904 7569 (+441382 575432 from outside the UK).

If your query relates to The People’s Friend, My Weekly or any other title, or a combination of titles, email shop@dcthomson.co.uk or call 0800 318 846 (+441382 575322 from outside the UK).

Phone lines are open Monday to Friday, 9am to 5pm (UK time).