fbpx

FAQ

My Account FAQ
General FAQ
Q: How do I login to my account?

A: To log in to your Stone Soup account, click on the “Sign In” link on the top right corner of the page.

Username: Most Stone Soup usernames are email addresses.

Password: If you can’t remember your password, click on the purple “Forgot your password?” link below the button that reads “Log In”.

You will be prompted to input the email address you used to sign up for Stone Soup. In a few minutes, you should receive an email to the address you specified that will provide you with a link to reset your password.

If you don’t receive an email in a few minutes, check in your Spam or Junk folder. If you don’t see it there either, please email us at subscriptions@stonesoup.com and we will change it for you manually.

Q: I don’t know my login details. How do I find them?

A: Your login details should be included in the confirmation email you received when your subscription began.

If you no longer have that confirmation, you may still be able to log in: most Stone Soup account logins are the email address you or the person who gave you your subscription gave us when they signed up.

If you are still unable to login using your email address, please contact us at subscriptions@stonesoup.com including the name(s), email address(es) and address(es) associated with your account.

Q: Why can’t I access the content I want to read?

A: Casual visitors to our website can read a few items for free, but to access the full range of Stone Soup content you must be logged in to your account and have an active subscription.

Follow the steps in the first question in this FAQ to make sure you have logged in.

If you are logged in but still unable to access any content, please visit “My Account” and check the status of your subscription.

If your subscription is up-to-date and you still cannot access your content, please take a screenshot showing the page you tried to access and the error message that was displayed, and email it to us at subscriptions@stonesoup.com. Please include a brief description of your issue and the name(s) and address(es) associated with your subscription.

Q: How do I turn off automatic renewal?

A: If you want to continue to receive the rest of your annual subscription, but do not want to be automatically renewed and charged on the anniversary date, you can switch off automatic renewal.

If you’re not logged in, follow the steps from the top of this page to do so. Once you’ve logged in, you’ll be redirected to a page titled “My Account.” From there, click on the tab that reads “My Subscription”.

If you’re already logged in, hover your mouse over the tab that reads “My Account” at the top right corner of the homepage, then click on “My Subscription” from the drop-down menu.

If you have one subscription, you will be directed straight to a page where you may use a toggle to switch automatic renewal on and off.

If you have more than one subscription, click on “Subscriptions,” then select the relevant subscription from the list. Then you can use the toggle to turn automatic renewal off, as outlined above.

Q: Can I switch my subscription from Digital-Only to Print and Digital?

A: Yes. The simplest way to do so at the moment is to cancel your current Digital Subscription and re-subscribe with the Print and Digital option.

Q: I’ve just subscribed to the print edition of the magazine. What will be my first issue?

A: Your first issue will be the calendar month after the month you placed your order. So, if you subscribe on any date during December, your first issue will be the January issue. If you subscribe in June, your first print issue will be July. Digital access to the magazine starts immediately.

Q: I’d like to be refunded for my subscription.

A: If you’d like to cancel your Annual subscription before the end of the subscription period, please write to us at subscriptions@stonesoup.com. We mail every subscription on the 15th of the month prior, so we will prorate your refund accordingly.

If you subscribe by the month, then login to your account and turn off automatic renewal. We are unable to refund monthly print or digital subscriptions.

Q: How do I cancel my subscription?

A: Login to your account.

Click on the “My Subscriptions” tab. If you have multiple subscriptions, click “View” on the relevant subscription.

Annual Digital-Only or Print + Digital subscriptions: If you wish to end your annual subscription to Stone Soup, click the “Cancel” button.

Monthly: You may cancel your monthly subscription at any time, but we are unable to refund monthly print or digital subscriptions.

Once you click “Cancel,” the page will reload automatically and display a message that says “Your subscription has been cancelled.”

Q: How do I change credit cards associated with my Stone Soup Account?

A: If you’re not already logged in, please do so using the steps outlined at the top of this page. Once you’ve logged in, you’ll be redirected to a page titled “My Account.” Click on “Payment Methods” to view, edit or delete your current payment methods.

If you’re already logged in, hover your mouse over “My Account” at the top right corner of the homepage, and then click on the tab that reads “Payment Methods” from the drop-down menu.

Q: What access do you have to my credit card information?

A: You are the only person able to see your complete credit card information, in “My Account”. All credit card payments are processed securely via Authorize.net, a division of Visa.

Q: I’d like to be removed from the mailing list.

A: To comply with European Union regulations (GDPR), we must ask you to remove yourself from our mailing list. Our staff can no longer do this for you.

All mailings that we send have an “Unsubscribe” link in the footer.

Simply scroll down to the end of an email you’ve received from Stone Soup and click on the “Unsubscribe from this list” option in the footer.

If you ever wish to re-subscribe, you can fill out the “Sign up for our free, weekly newsletter” form at the bottom of our homepage.

Q: I’d like to be removed from the newsletter and Weekly Creativity mailing lists, but still receive all billing information.

A: Unsubscribe from the newsletter and Weekly Creativity mailing lists by following the instructions above. This will remove you from those mailing lists but not remove you from our system that sends billing information; you will still receive updates about your account and subscription.

Q: I purchased a copy of Stone Soup magazine and it hasn’t arrived.

If you purchased a single issue(s) of Stone Soup in our online store, amazon.com/stonesoup, and it never arrived, please write to us at subscriptions@stonesoup.com.

Q: I subscribed to the print edition of Stone Soup, but I haven’t received any issues.

A: If you ordered your subscription between the 1st and 15th of a given month, your first issue (the following calendar month’s issue) will be shipped on or around the 16th. If you ordered between the 15th and the end of the month, your first issue will ship on the 1st of the following month.

Once shipped, magazines currently take 1 to 3 weeks to arrive at addresses within the United States and Canada. They take 2 to 3 weeks to arrive in any other country.

Before contacting us with a complaint (via subscriptions@stonesoup.com), please log in to your account and check the mailing address of the recipient under the “Addresses” tab. Please correct it if there is an error. Thank you.

Q: What is the contact information for customer service?

Is your question not answered above? Email us at subscriptions@stonesoup.com for further help. At the moment, we do not offer phone service since our staff is so small.

Q: Do you offer a 6-month subscription?

A: While we do not offer a specific 6-month subscription option, you can purchase a month-by-month subscription and cancel whenever you like. We will have more pre-paid multiple-month options available soon.

Q: How do I buy just one issue of Stone Soup?

A: You have the option to buy single issues of Stone Soup in our online store , including the current issue and back issues (where available). You may also purchase a single month of digital access by pressing the “Subscribe” button on our website and selecting one of the monthly subscription options (print+digital or digital). Note that with the print subscription option, you will receive the issue dated the month after you subscribe since we send our issues one calendar month ahead. Digital access is immediate.

Q: Do you store credit card information?

A: No. Stone Soup does not store any credit card information and our staff do not have access to your credit card details. Your credit card information is securely stored by Authorize.net, a division of Visa.

Q: Can I switch my subscription from Digital Only to Print and Digital?

A: Yes. The simplest way to do so at the moment would be to cancel your current Digital Subscription and re-subscribe with the Print and Digital option.

Q: Can I subscribe to print edition of Stone Soup if I don’t live in the United States? What are the additional mailing costs?

A: Yes! We offer print subscriptions internationally. For most regions, the mailing cost is included in the subscription price: the subscription price is the same for the USA, Canada and the UK. Some countries incur additional mailing costs, which vary according to the location. These costs are calculated at checkout (based on the address of the recipient of the magazine) and displayed to you for your agreement before your purchase is completed.

Q: Can I subscribe to the digital edition of Stone Soup if I don’t live in the United States?

A: Yes! Individual and IP based subscriptions for schools and libraries are available internationally charged in US Dollars at the same rates worldwide.

Q: Why can’t I access the content I want to read?

A: Casual visitors to our website can read a few items for free, but to access the full range of Stone Soup content, you must be logged in to your account. Follow the steps in the first question in this FAQ to make sure you have logged in. If you are logged in but still unable to access any content, please visit “My Account” and check the status of your subscription. If your subscription is up-to-date and you still cannot access your content, please take a screenshot showing the page you tried to access and the error message that was displayed, and email it to us at subscriptions@stonesoup.com. Please include a brief description of your issue and the name(s) and address(es) associated with your subscription.

Q: I’m having a problem with Submittable.

A: Unfortunately, Submittable is a different service, and we cannot help you with your Submittable questions. Please direct your questions to support@submittable.com or visit their Help Center.

Is your question not answered above? Email us at subscriptions@stonesoup.com for further help.