Frequently Asked Questions

At Penguin Books SA, we aim to keep things simple, so that you can get reading right away. Penguin Books SA's list of FAQs should answer any questions you have about using the platform, but if you're curious about anything that is not addressed here, don't hesitate to contact us at orders@snapplify.com so that we can help you.

Getting Started

What is Snapplify?

Snapplify is a platform for reading digital content. With Snapplify you have access to all the ebooks, magazines, and newspapers you want to read. Signing up with Snapplify is easy to do. We’ll have you reading in no time!

Can I also buy print books from you?

While we love books in every form, our passion is for digital. Snapplify is your go to for all ebooks and digital newspapers and magazines.

How do I read the ebooks that I buy from Snapplify?

When you buy an ebook from Snapplify, you’ll need to download the Snapplify Reader application for your device. This is simple and easy to do. Either visit your preferred Appstore and search for Snapplify, or go to getsnapplify.com and we’ll detect which reader application you need and tell you how to download it.

What kind of device do I need to read Snapplify ebooks?

Snapplify’s Reader Applications work on Android, iOS, and Windows tablets, as well as on PC, Macbook, and Google Chromebook -- so you can read on whatever device you choose.

My Account

Signing up for a Snapplify Account

In order to buy ebooks from Snapplify, you’ll need to sign up. You can do this by registering an account with Snapplify, or by signing up using your existing Google account.

If you want to read ebooks
Register for a new account on the ebook store store you want to buy your books from. If you already have an account with Snapplify, sign in using those account details or sign up and sign in with your Google account.


If you want to read magazines and newspapers
Register for a new account on the magazine or newspaper store you want to buy from. If you already have an account with Snapplify, sign in using those account details or sign in with your Google account

How do I link my Google account to my Snapplify account?

If you already have a Snapplify Account, but you would prefer to use your Google account, you can easily link the two:

  1. Go to https://store.snapplify.com/
  2. Click on "Sign In" (Do not sign in with your Google Account)
  3. Enter your Snapplify Username and Password
  4. Click on "Sign In"
  5. Click on "My Profile"
  6. Click on "My Connections" 
  7. Click on "Sign in with Google"
  8. Sign in with your Google Account

Your Snapplify account has now been merged with your Google account. You can now log in with your google account on any of the Snapplify applications and have access to all your books.

How do I reset my Snapplify account password?

We all forget our passwords sometimes, with Snapplify’s forgot password feature you can reset your password in no time. See below instructions to reset your password.

Please note that Snapplify cannot change a Google account password. The instructions below are only for Snapplify accounts.

1) Open https://store.snapplify.com/
2) Select "Log In"
3) Select "Forgot Password"
4) Enter your email address

At this point, you should receive an email containing a temporary password.

To change your password to a more personalized one, see below.

1) Open
2) Select "Sign In"
3) Enter your Username and temporary password
4) Select "My Profile"
5) Scroll down to the "Password" section.
6) Select "Click here to change your password"
6) Enter your chosen password
7) Confirm your password by entering it again
8) Save

Why is my email address compulsory when registering on the Web Store?

This is so that we can contact you regarding your book purchases or magazine/newspaper subscriptions. It’s also necessary for the "forgot password" function, which requires an email address to send the new password to.

I’ve registered, but I can’t see any books

After successfully registering, you will need to purchase a book, magazine subscription, or redeem a voucher in order to access the content. Of course, free content can be accessed without purchasing!

Refunds

I want a refund from the iTunes App Store

The iTunes App store sales policy clearly says that you cannot cancel a purchase or receive a refund for a purchase but they are known to make exceptions if you have a valid reason.

Step 1: Locate the email receipt for your iTunes Store purchase and click the “Report Problem” link next to the app that you would like to return.

If you have deleted the email invoice that Apple sent you after you completed the purchase, launch the iTunes program using this special link and you’ll see a list of all items that you’ve bought from the iTunes store. Open an order by clicking that little arrow next to the order date and then click “Report a problem” next to the app name.

If the above method fails, or if you don’t have iTunes on your computer, you can use this page to submit a refund request to Apple through any web browser.

Step 2: Click the Problem drop-down menu and choose an option that best describes your problem. If you have purchased an app accidentally, choose “I inadvertently purchased this application.”
You can expect a response from Apple in the next 24-48 hours. If the support rep is satisfied with your reasoning, he’ll probably reverse the charges.

I want a refund from the Android App Store

Email support@snapplify.com, and send us:

  1. Proof of payment
  2. The title of the book you want to return
  3. The reason for return

We will review the refund request within 24 hours.

I want a refund from a Snapplify Web Store

Email support@snapplify.com, and send us:

  1. Proof of payment
  2. The title of the book you want to return
  3. The reason for return

We will review the refund request within 24 hours.

Buying eBooks

How do I buy a book?

Browse the webstore you want to buy the ebooks from, or search for the titles you want using the search bar. You can search by the book’s title, author, or ISBN to find the ones you need.

Add the books to your cart by clicking the ‘Add to Cart’ button. When you are ready to pay, click the ‘Cart’ button. Select which payment method you will be using (Credit / Debit / Cheque Card or EFT)


Credit / Debit / Cheque Card

  1. Select ‘Confirm’ 
  2. Enter your account details
  3. Select ‘Pay’

EFT

  1. Select ‘Confirm’
  2. To complete your purchase, please make your payment to the account details provided. 
  3. Email your proof of payment to orders@snapplify.com using your order reference in the subject line.

Once we receive your proof of payment, we'll approve your order. Then you'll be able to access your purchased items in your library.

How do I redeem a voucher?

If you’ve received a voucher for books and you’re not sure what to do, Follow these easy steps to get your eBooks:

  1. Browse to the webstore where you received the voucher from.
  2. Create a new account or Sign in with you Snapplify or Google account
  3. Select ‘Redeem Voucher’.
  4. Enter your voucher code, then select ‘Redeem’.
  5. Review that all the books you bought are on the voucher. 
  6. Select ‘Redeem’

The eBooks associated with your voucher will now be added to your account and accessible in the Snapplify Reader.

How do I download an eBook?

After you’ve successfully purchased an eBook or redeemed a voucher, the content can immediately be accessed in the Snapplify Reader for iOS, Android, Chrome OS, Windows or Mac, depending on your device.

Downloading and reading on the desktop reader:
Once you’ve successfully purchased your ebooks, you’ll be able to read the content using the desktop reader. Visit http://getsnapplify.com/ from your desktop computer to download the deskktop reader, and sign in with your account details. The content will be saved in the ‘Library’ of the app. Tap on books in the ‘Library’ to download them to your device. Once the download is complete, you’ll be able to read your books in the ‘Reading’ tab.

Downloading and reading on mobile via the Snapplify Reader app:
Once you’ve successfully purchased your ebooks, you’ll need to download the Snapplify Reader app to access your content. You can do this by visiting http://getsnapplify.com/ from you mobile device or search for the “Snapplify Reader”in the app store. The content will be saved in the ‘Library’ of the app. Tap on books in the ‘Library’ to download them to your device. Once the download is complete, you’ll be able to read your books in the ‘Reading’ tab.

I accidentally deleted my app/purchased content. How do I get it back?

Don't worry you will never lose the content that you have purchased!

If you deleted the app:
Make sure that you are signed in with your valid account username and password.
All you need to do is re-download the app in the Appstore, open the app and navigate to the store and tap the ‘Restore purchases’ button and all purchases made will reappear in your library.

If you deleted the content:
Make sure that you are signed in with your valid account username and password.
Navigate to the settings (Android) or click the “cog” (iOS) and click “restore purchases”

I want to read a book that I’ve bought on a different device

First of all, you will need to be signed in with the same iTunes account on both the devices you wish to sync.


You can set it up to automatically download apps from your one device to your other synced devices by using “Automatic Downloads” in the Settings section of your device. However, you will need to manually download the content within the app on your other devices, as it will not happen automatically. You will need to open the app on the device you have not yet downloaded the content from and download it again from the Store section of the app.


Free content in the app: If you have downloaded free content from an app on your one device, you will need to download the free content again from the Store section of the app on your second device. All downloaded content in your app will then move into the My Library section of the app.


Purchased content in the app: If you have purchased content in an app using your iTunes account, you do not need to purchase the content again on your other device, provided you are using the same iTunes account. For content that you purchase, when downloading that content on another device, you will need to use the "Restore Purchases" button under "My Account" in the Store section of the app. Once your purchases are restored, you can download content you have already purchased into the My Library section.

There is a limit to how many devices you can load your purchased content onto. This limit is set by the publisher of the book. Most of the time you can load your purchased content on to 5 devices, but some publishers have additional restrictions.

Buying Magazines and Newspapers

How do I buy a Magazine or Newspaper subscription?

You can purchase either single issues or an subscription to a magazine or a newspaper in the app or through the webstore:


Purchasing a subscription through the app (This is currently available on iOS only):

  1. Download the app (e.g Getaway Magazine), and then click on ‘Subscribe’ at the top of your bookshelf. Select the subscription period you want from the pop up menu. 
  2. Confirm your subscription and enter your Apple ID to complete the purchase. 

Please note that all purchases made via iTunes are final.

Purchasing a subscription through the webstore:

  1. Access the webstore for the magazine or newspaper you would like to subscribe to.
  2. Register for a new account. If you already have an account with Snapplify, sign in using those account details or sign in with your Google account.
  3. Once you have created your account or signed in, select “Subscribe”.
  4. From the list of available options choose the duration of the subscription you would like.
  5. Download the corresponding application (e.g Getaway Magazine), from the App Store.
  6. Once the application is open select “Sign in” and sign in with the credentials you used when purchasing your subscription.
How long will it take to get my mobile store on the App Stores?

Apple

Between 7 - 14 working days after submitting to the Apple Store. During this period our App Review Team checks every submission in order to protect consumer privacy, safeguard children from inappropriate content, and avoid applications that degrade the core experience of the iPad and iPhone.

Android

Within 1 day after submitting to the Google Play store.

How do I verify my subscriptions on iOS?

If you want to view the subscriptions active on your iTunes account:

  1. Go to ‘Settings’ and select ‘iTunes & App Store’. Select your Apple ID, and then select ‘View Apple ID’ from the pop up menu. 
  2. Tap on the subscription. You’ll be able to view it and make changes. 
How do I unsubscribe?

If you want to unsubscribe:

  1. Go to ‘Settings’ and select ‘iTunes & App Store’. Select your Apple ID, and then select ‘View Apple ID’ from the pop up menu. 
  2. Click on the subscription you would like to unsubscribe from.
  3. Change ‘Auto-Renewal’ from ‘ON’ to ‘OFF’. 
  4. Confirm that you are turning off ‘Auto-Renewal’. 

Your subscription will expire at the end of the current subscription period.

How do I restore an in-app subscription?

If you want to restore it, open the app, and click on ‘My Account’ and then ‘Subscribe’. Select the option to ‘Restore Subscription’ from the pop up menu. You won’t have to pay for the subscription again, this simply verifies the subscription from your account.

How much content does my subscription entitle me to?

When you subscribe using an in-app subscription, you are entitled to all content in which the publication date falls between the start date and end date of your subscription period. You are also entitled to the most recently published content when you first subscribe. For example, if you sign up for a six-month subscription on December 12, the start date is December 12 and the end date is June 12.

After subscribing, you can download the most recently published content as well as any content in which the publication date is between December 12 and June 12. If you don’t renew the subscription, you are still entitled to those six months of content.

I currently have a running subscription but the app requires me to pay to download content

In order to fix this you will need to navigate to the store tab within your app and tap the Restore button that will automatically restore all your previously made purchases or subscriptions. You will then be able to download your content as usual and access it via your app's library.

Downloading and Reading your Magazine or Newspaper

Reading online via the web browser:
Once you’ve successfully purchased your magazine or newspaper subscription, you will be able to read the content using the web reader on the Webstore. This is accessed by clicking on the cover of the issue you wish to view and clicking on "View".

Reading online via the app:
Once you’ve successfully purchased your magazine or newspaper subscription, you’ll be able to read it in that publication’s app. Go to the app store and search for the Magazine Or Newspaper’s app (eg: Pretoria News, CAR Magazine) If you have just subscribed, the latest issue will be available to you to download, as well as the subsequent issues associated with your subscription period.

Why can't I see the latest issue that is available for download in the mobile store?

Hmm, that's not right! Try to force close the app by exiting the app and closing the app manually via your devices task manager. When you open the app again the content within should have properly refreshed and you will be able to view all available issues.

Common Problems

Common Problems and Solutions

Some common problems have very simple solutions. Most often, a problem using the app is related to the internet connection, or to too many apps running on your device at one time. One of these simple fixes may resolve the issue you’re experiencing:

  1. Check your internet connection: disconnect, and reconnect to the network. Turn the wifi off, and on again. 
  2. Check your operating system: Snapplify apps only support iOS 6 or Android 4.0, and upwards. You might need to do an update. 
  3. Force close the app manually using your device’s task manager, and try logging in again.
  4. Clear the cache (this will refresh the app completely, so you’ll have to create a new username as well). Sign in, and ‘restore purchases’.
  5. Restore purchases: The "Restore Purchases" button is located under "My Account" in the “Store”/”Discover” section of the app (for iOS); and on the top toolbar in the “Store”/”Discover” section of the app (for Android). Once your purchases are restored, you can download content again that you have already purchased from the Store section of the app.

If you’ve tried all of those with no luck, send us a mail at support@snapplify.com. We’re always happy to help.

We’ll need you to supply the following information:

  • App/ Client Name
  • Device (e.g. iPhone, Samsung Galaxy Tab)
  • Operating System (iOS6, Jellybean)
  • Internet Connection (3G, wifi)
  • Description of the support issue. This could include a screenshot of the reported problem or a description of the error message in the application.
  • If the query is relating to a purchase made, please also include a proof of purchase.