FAQs and Help
How can we help you?
Search the relevant question below to quickly find the answer to your query. If you are still having trouble you can find how to get in touch at the bottom of the page.
Creating an account
Do I need to log in or register?
You can access parts of our website without having to register.
To have unlimited access to all of our online content you need to be a subscriber and be logged in and identified as such.
If you would like to subscribe or make a purchase you will need to either login if you already have an account with us, or create a new account if you haven’t.
If you are a subscriber already or have bought something from us in the past, you should already have an account on our website. In that case, you will need to identify yourself and login with the email you previously registered with us + your password.
To login or create a new account, please look for the ‘head + shoulder’ icon at the top right-hand side of the screen of our homepage
I have forgotten my password. How do I reset it?
If you have forgotten your password, please click on the ‘Forgot your password’ link on the login module and follow the prompts to reset.
1. Enter your email in the box. Check the Captcha (I'm not a robot), and then press the 'Email me a reset password link' button. You will be emailed a link to reset your password. Do make sure you enter the email address linked to your account and/or subscription. If you enter an email address not associated with an account, it will not work
If this email address you entered is associated with an existing account, you will receive an email with instructions on how to reset. If you cannot see the email in your inbox, please remember to check all your other mail folders including your Junk or Spam folder
2. Open the ‘Password Reset’ email to find the link to reset your password
3. Press the ‘Reset your password’ link in the email. Note that the link is only valid for 24 hours.
4. You will then be taken back to a page on our website where you will be able to reset your password.
5. On this new page, enter your new password in the password field. Click on the ‘eye’ show/hide icon on the right to ensure you have typed your password as you meant to type it, and retype it if necessary.
Once happy, click ‘Save Password’ to submit the new password and click ‘Back to login’ to return to the site. Log in with your email and new password.
If it does not work, please try refreshing the page first and ensure that both the email and password boxes are empty and do not contain any pre-filled information saved by your browser (such as your old password, represented by a series of dots). Then type in your email address and password from scratch.
Managing your subscription
How do I purchase a subscription to The Connexion?
If you do not have a registered account with us, you will be prompted to create one during the purchasing process. If you have an account, you will be prompted to login if you are not logged in already.
Firstly, select one of our subscription offers (either 100% Digital or Print + Digital).
You will then be redirected to our secure payment gateway powered by Recurly where you will be able to enter your payment details and complete the purchase.
After completing your purchase you will see a thank you page with the details of your order and will be redirected to our homepage. You will also receive an email receipt along with guidance on how to make the most of your subscription.
How much does a subscription cost?
Tarifs depend on subscription type, term and delivery area in the case of print + digital plans:
100% digital subscription plans:
1 year: €54
1 month: €5.99
Print + digital subscription plans
1 year with delivery to France: €75
1 year with delivery outside France: €91.50
All subscriptions are set to automatically renew, but you can cancel this at any time from My Account and then the red Manage subscription button. You need to be logged in to access this. See more below.
I want to check my subscription details. How can I do this?
To check your subscription details, please:
1. Make sure you are logged in. If not logged in yet, please do so using the email address currently linked to your subscription.
2. Once logged in click on 'My Account'
3. Then click on the 'Manage subscription' button to view your subscription details.
3. You will be taken to our subscription management platform on our subscription management system (Recurly). Here you will be able to see your subscription plan, view past invoices and edit your billing information.
I am already a subscriber and am now logged in but I cannot see details of my subscription in My Account
Please contact us.
How does subscription automatic renewal work?
All subscriptions are by default set to automatically renew. You can switch this off at any time by going to the 'Manage subscription' page.
To stop your subscription from automatically renewing, press 'Cancel Subscription.'
This will set your current subscription to expire at the end of its term. For example, if you purchase a 100% Digital subscription for 3 months on September 1 and cancel it in October, you will still be able to access your subscriber benefits until the 3 months is up, i.e. until November 30.
If you change your mind and would like to renew your subscription before it expires, you can do so on the 'Manage my subscription' page. Press 'Reactivate Subscription' to set your subscription to automatically renew going forward.
You will be able to see on that page what date your payment will be taken and update your payment details if needed.
How can I change my subscription type?
In order to switch subscription plans, e.g. from 100% Digital to Print + Digital, you will need to purchase a new subscription once your current subscription has reached the end of its term.
If you would like to switch plans in the middle of your subscription, please contact us.
I have just received notification that my subscription has expired. How can I restart my subscription?
If you have received notification that your subscription has expired, then you will need to purchase a new subscription. You cannot automatically renew a subscription that has already expired.
To do so online, make sure that you are logged in.
Select one of our subscription offers (either 100% Digital or Print + Digital).
You will then be redirected to our secure payment gateway powered by Recurly where you will be able to enter your payment details and complete the purchase.
After completing your purchase you will see a thank you page with the details of your order and will be redirected to our homepage. You will also receive an email receipt along with guidance on how to make the most of your subscription.
I received an email telling me the automatic renewal payment for my subscription has been declined, what do I need to do?
Our systems will try again in the coming days to renew your subscription for you so where necessary please update your payment card details without delay before your subscription is terminated. You can update these via the link in the email or go to 'My Account' and 'Manage subscription' to edit your billing information.
If however, you would like your subscription to be terminated with immediate effect, please contact us.
Do I have to subscribe or place my order online?
Online payments are designed to be easier to manage but you may also subscribe or place an order by phone.
Payments taken on our website or by phone are processed in euros. We can take any Visa, MasterCard or Amex.
If your card is not euro-denominated, your bank will undertake the conversion into the card’s currency. Please note that we do not accept PayPal, or Maestro.
To place your order by phone, please call us on +33 (0) 6 40 55 71 63, Monday to Friday between 9 a.m. and 1 p.m.
If you cannot make a payment by card, please contact us for information on making a payment by cheque (cheque in Euros drawn on a French bank only)
I split my time between France and the UK, do you offer a subscription that would suit my needs?
We do offer a split delivery subscription in certain cases, where we change the delivery address for you when relevant and as previously agreed. Please note that this cannot be undertaken online, so please contact us to discuss this.
How can I cancel my subscription?
To cancel your subscription, go to My Account and then the 'Manage subscription' page.
Under ‘Subscriptions’, press 'Cancel Subscription.'
This will set your current subscription to expire at the end of its term. For example, if you purchase a 100% Digital subscription for 3 months on September 1 and cancel it in October, you will still be able to access your subscriber benefits until the 3 months is up, i.e. on November 30.
If you change your mind and would like to renew your subscription before it expires, you can do so on the 'Manage my subscription' page. Press 'Reactivate Subscription' to set your subscription to automatically renew going forward.
Remember to check your billing details to ensure they are up to date or the renewal payment will fail.
Accessing your subscriber benefits
I have just purchased a subscription, when will it start?
For 100% Digital subscriptions:
You will have immediate access to all of our subscriber content online as well as a digital version of our current print edition, which you can view and download in your account.
To access a digital version of the current edition and previous 11 editions, please click here to visit your subscriber digital library page
Should you wish to keep a copy of an edition we recommend downloading and saving it in a PDF format to ensure continued access offline.
For Print and Digital subscriptions:
The Connexion is a monthly newspaper and our deadline is the 12th day of each month in order to subscribe and receive the following month's print edition. So, for example, subscriptions received by July 12 will start with the August edition, subscriptions received by August 12 will start with the September edition etc.
We aim to despatch your print edition as soon as possible after it has been printed. Please note that the timing of the delivery of your edition is subject to postal times in your local area.
Access to subscriber articles online and other digital benefits start immediately from receipt of your subscription payment.
Why can't I read articles on connexionfrance.com?
If you do not have an active subscription, your access to our online content will be limited.
If you have an active subscription, do make sure you are logged in with the details (i.e. the email address and password) linked to your subscription.
If you are logged in with the correct details but still do not have access, please contact us.
I would like to receive your free email newsletter. How do I register?
You can register to receive our free email newsletter on our newsletter sign up page
Please remember to check your spam folder and allow our email address permission if the newsletter is arriving there.
You can unsubscribe at any point by clicking Unsubscribe or Update My Preferences at the bottom of any newsletter.
How do I read the newsletter?
In order to read subscriber articles linked to in the newsletter, you will need to subscribe to The Connexion.If you are already a subscriber, make sure you are logged in to be able to view articles. You need to be logged in with the account details (email address) linked to your subscription.
If you are logged in with the correct details but still do not have access, please contact us.
How do I access the digital version of the current print issue?
If you have an active subscription, you can access a digital e-Paper version of the current edition and previous 11 editions from your subscriber digital library page
Click on the relevant button to start reading.
A new page will open up on a platform called Calameo. You may be asked to accept or decline Cookies before you start reading.
To download in PDF format and save it to your computer, please press the download arrow at the top right of the page.
Updating your account details
How do I notify you of a change of shipping address?
Please contact us to get your details updated.
My billing and/or card details have changed. How do I update them?
1. If you are not making a purchase but would like to update your card details ahead of your subscription’s automatic renewal, please go to 'My Account' and 'Manage subscription'. You will be directed to our subscription management platform where you can edit your payment details.
Go to the Billing Information box on the right-hand side of the page (on desktop) and press 'Edit.'
2. Alternatively if you are making a purchase you will have the option to use a different card when you reach the checkout stage from that last used.
How do I update my email address?
You can update your email address from you ‘My Account’ area when logged in. If you are having trouble, please contact us and let us know which email address needs to be replaced by which.
How do you store and process my data?
You can find out more about our Privacy Policy (and storage of card details) and our terms and conditions by clicking on the links below:
Help with purchases
I would like to buy a help guide but cannot see where to do it from?
Help guides can be bought from our shop here
They are available as digital files and can be accessed and downloaded from the links provided after checkout and via email.
Please note that we are unable to update previous editions of a guide. Generally any updates will be made only within the same calendar year of publication.
The information in this guide is of a general nature, it is not advice which if needed can be sought by instructing a professional on the specifics of your situation. All purchases are subject to our terms and conditions.
Guides are not available in a printed format.
I bought a physical item from the Connexion Shop. When will I receive it?
Visit our shop for French-themed gift ideas such as tea-towels, aprons or puzzle books.
Unless otherwise specified (for example in the case of an item on pre-order), we aim to process your order within seven working days.
Note however that we are shipping orders only within France and to EU countries, principally as products in our shop are sold on a delivery duty-unpaid basis. This means that recipients outside of the EU may be subject to custom fees and/or import duties/taxes once an order reaches their home country; sums over which we have no control.
I am having trouble paying at checkout / the payment page is not working
Please make sure that all of the fields on the payment page are correctly filled out.
Payments taken on our website or by phone are processed in euros. We can take any Visa or MasterCard. If your card is not euro-denominated, your bank will undertake the conversion into the card’s currency. Please note that we do not accept PayPal or Maestro.
If you are still having issues with the payment process, please contact us.
I would like to buy a gift subscription, or I would like to buy an item for someone else. How can I do this?
For any gift order with delivery to an address other than yours, please contact our offices by email or phone as this cannot be undertaken online.
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