Managing Your Digital Subscription

What this page covers

This help page guides you through logging in to your account, resetting your password, and managing your subscription, billing, and payment details. The steps below apply to both desktop and mobile users unless otherwise noted.

Logging in to your account

1. Select the Login button located at the top-right corner of the website.
   • Desktop: The Login button appears in the top navigation bar.
   • Mobile: The Login option appears within the menu at the top of the screen.
2. If you already have an account, enter your email address (username) and password, then select Log in.

When you should reset your password

If you already have an account but:

1. have forgotten your password;
2. can no longer find the email sent from noreply@shop.nemedia.com.au containing your temporary password; or
3. find that your temporary password no longer works.

You can reset your password by following these steps:

3. On the login screen, select Forgot your password?
4. Enter your email address in the password reset dialog, then select Reset my password.
5. A verification code will be sent to your email address. When you receive it:
   • Enter the code into the Code field
   • Enter a new password
   • Re-enter the password in Confirm New Password (both fields must match)
6. Once your password has been reset, you will be prompted to log in again using your new password.

Confirming a successful login

7. After logging in, you can confirm you are signed in by checking the top menu:
   • The Login button will be replaced by your email address.
8. If you have an active subscription for the website, you will be able to:
   • click and read subscriber-only articles; and
   • access content without seeing a paywall message.

Accessing your account

9. Select your email address in the top menu to open the dropdown, then choose Account.

From the Account page, you can view and manage your subscription, billing, and payment details.

Cancel or review your subscription

10. To manage your subscription, select Subscriptions in the top-right corner of the Account screen.
11. Click the arrow on the right-hand side of your active subscription to expand the options.
12. To end your subscription, select Cancel Subscription and follow the prompts.

Managing billing and payment details

13. To manage payment and billing information, select Manage Billing and Payment from the Account screen.
14. You will be redirected to Stripe, our secure payment provider.
    • Stripe will send a secure sign-in link to your email address
    • The email may take up to 5 minutes to arrive
    • The sign-in link is valid for 30 minutes from the time it is received
15. Once logged into Stripe, you can:
    • add a new payment method;
    • update existing card details; and
    • remove payment methods.

    Important: Removing all payment methods will result in your subscription being cancelled at the next renewal period.

Contact support

If you experience any issues accessing your account or managing your subscription, please contact our customer support team at reception@nemedia.com.au.

I didn’t receive my password reset or Stripe email. What should I do?

First, please check your spam or junk folder. Emails may take up to 5 minutes to arrive.

If the email does not arrive:

• Ensure you entered the correct email address
• Wait a few minutes and try again
• If the issue persists, contact support at reception@nemedia.com.au

I’m logged in, but I’m still seeing a paywall. Why?

This usually means your subscription is not currently active on that website, or you are logged in with a different email address than the one associated with your subscription.

Please check:

• That your email address appears in the top menu
• That the subscription listed in your Account page matches the website you are viewing

If everything looks correct and you are still seeing a paywall, please contact support at reception@nemedia.com.au.

Can I use the same account on multiple devices?

Yes. You can log in using the same email address and password on multiple devices, including desktop, tablet, and mobile.

What happens if I cancel my subscription?

When you cancel your subscription:

• You will retain access until the end of your current billing period
• You will not be charged again unless you choose to resubscribe

What happens if I remove all payment methods?

If all payment methods are removed from your Stripe billing page, your subscription will automatically cancel at the next renewal date.

Can customer support see or reset my password for me?

For security reasons, customer support cannot see or reset your password on your behalf. However, they can guide you through the password reset process if you are having trouble.

Can customer support cancel my subscription for me or provide invoices?

Yes. If you prefer not to manage your subscription online, customer support can:

• Cancel your subscription on your behalf at your request
• Provide invoice or billing records related to your subscription

For security reasons, customer support cannot:

• Set or change your password
• Access or modify your saved payment methods

To request a cancellation or invoice, please email reception@nemedia.com.au from the address associated with your subscription.