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?

I have forgotten my password. How do I reset it?

Managing your subscription

How do I purchase a subscription to The Connexion?

I want to check my subscription details. How can I do this?

I am already a subscriber and am logged in but I cannot see details of my existing subscription in 'My Account'

How does subscription automatic renewal work?

I have just received notification that my subscription has expired. How can I restart my subscription?

I received an email telling me the automatic renewal payment for my subscription has been declined, what do I need to do?

Do I have to subscribe or place my order online?

I split my time between France and the UK, do you offer a subscription that would suit my needs?

How can I cancel my subscription?

Accessing your subscriber benefits

I have just purchased a subscription, when will it start?

Why can't I read articles on connexionfrance.com?

I would like to receive your free email newsletter. How do I register?

How do I read the newsletter?

How do I access the digital version of the current print issue?

Updating your account details

How do I notify you of a change of address?

My card details have changed. How do I update them?

The region showing in my ‘My Account’ area is incorrect. How do I change it?

How do I update my email address?

How do you store and process my data?

Help with purchases

I have bought a PDF guide. How and when will I receive it?

I bought a printed guide or a physical item from the shop. When will I receive it?

There is already an item in my basket but I don’t want to buy it. How do I remove it?

I am having trouble paying at checkout / the payment page is not working

I would like to buy a gift subscription, or I would like to buy an item for someone else. How can I do this?

Creating an account 

Do I need to log in or register?

You can access our website and articles online (up to two free subscriber articles) without having to register. If you would like to make a purchase, subscribe or submit a community event listing you will need to create an account with us.

Registered users also benefit from one extra free read of a subscriber article per month.

Create an account with The Connexion

If you are a subscriber already or have bought something from us in the past, you may already have an account on our website. In that case, you will need to identify yourself and login with your email and password.

Login to your Connexion account 

I have forgotten my password. How do I reset it?

If you have forgotten your password, you can ask for it to be reset.

1. Enter your email in the box. Check the Captcha (I'm not a robot), and then press the 'Submit' button. You will be sent a link to reset your password.  

2. Check your email to find the link to reset your password. If you cannot see the email in your inbox, please check your Junk or Spam folder. It's rare but it may take several hours for the password reset link to arrive in your inbox.

3. Press the ‘Reset your password’ link in the email.

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 password in the top field, and again in the bottom field to confirm. Check the Captcha and finally press the ‘Submit’ button.

6. You will then be redirected to the site’s login page. Log in with your email and new password.

If it does not work, please try refreshing the page first and ensuring 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?

  1. If you do not have a registered account with us, you will be prompted to create one during the purchasing process.
  2. First, choose one of our subscription offers (either 100% Digital or Print + Digital).
  3. Select the desired length of your subscription (3 months or 12 months). If you would like to purchase any Help Guides you can also do so at this step.
  4. You will then be asked to enter your email address at the bottom of the page. Our system will check to see if the email address that you entered is already registered.
    • If you already have an account with us under that email address, for security reasons you may be asked to log in again to verify your identity. 
    • If you do not already have an account with us, please enter your email address and press 'Continue'. You will be asked to create a password and finish setting up your account after you have completed your purchase.
  5. Once you have pressed 'Continue' you will be taken to our secure payment gateway powered by Recurly where you will be able to enter your payment details and complete the purchase. 
  6. After completing your purchase you will see a thank you page with the details of your order. You will also receive an email receipt along with guidance on how to make the most of your subscription. 

I want to check my subscription details. How can I do this?

To check your subscription details, please:

1. Login using the email address that is currently linked to your subscription.

2. Once logged in (if logged in you will see the option to log out at the top right of the page) click on 'My Account' then 'Manage my subscription' to view your subscription details.

3. You will be taken to our subscription management platform on 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 my 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.

   1. To do so online, make sure that you are logged in to your account. If you are logged in, you will see the option to log out at the top of the page along with your name and a link to your account area ('My Account'). 

   2. First, choose one of our subscription offers (either 100% Digital or Print + Digital). Select the desired length of your subscription (3 months or 12 months). If you would like to purchase any Help Guides you can also do so at this step.

   4. You will then be asked to enter your email address at the bottom of the page, for security reasons you may be asked to log in again to verify your identity.

   5. Once verified, press 'Continue' to be taken to the payment page where you may complete your purchase. 

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 my 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 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, Maestro or Amex.

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.

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 my 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.

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. 

In My Account, press 'View current issue' to view the e-Paper version of our current edition. 

The digital edition is automatically replaced each month by the current edition. Should you wish to keep a copy of an edition we recommend downloading and saving it no later than the 15th day of the month to ensure continued access.

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. Without a subscription, you can get access to two free subscriber articles a month, plus one more if you register for a free read. 

If you have an active subscription, 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 or in the sign-up box next to articles.

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 to be able to access articles online, once you have read your three free articles for the month. 

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) you used to purchase 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, when logged in on our website from your My Account area.

Go to ‘View Current Issue.’ 

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 address?

Please contact us to get your details updated.

My 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 my 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. 

The region showing in my ‘My Account’ area is incorrect. How do I change it?

The region/department is set by default to Paris/Ile de France but can be changed from 'My Account' under 'Edit personal details'.

How do I update my email address?

To update the email address associated with your account, please contact us.

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:

Privacy Policy

Terms and Conditions

Help with purchases

I have bought a PDF guide. How and when will I receive it?

Digital files such as back issues or PDF guides are available immediately after the purchase has been finalised and paid for.

To access your digital files please follow these steps:

   1. Firstly, please make sure you are logged in to your account. 

   2. Once logged in, go to 'My Account'.

   3. Scroll down to the 'Your publications' section at the bottom of the page.

   4. Download your file to view (and save on your computer should you wish).

I bought a printed guide or a physical item from the shop. When will I receive it?

Unless otherwise specified (for example in the case of an item on pre-order), we aim to process your order within seven working days.

There is already an item in my basket but I don’t want to buy it. How do I remove it?

Click the 'Basket' button at the top.

Once there, you can view items currently in your basket and remove any unwanted articles by clicking on the bin icon on the left-hand side of the item.

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. The ‘Pay’ button will turn red when all of the fields are filled.

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.

Have we answered your question? If not, please contact us for further help.