Frequently Asked Questions (Technical)

Subscriptions/Hachette Online Account

I've changed my email address, what should I do?

Please email us and we will update your email on your online account for you. If you need to change your email for your subscription, please contact our customer services on 0345 155 9277 and quote your subscription number.

I have subscribed, but I haven't received my confirmation email?

It may be possible that your email was misspelled, please email us with your first name, last name, which subscription you subscribed to and your postcode so we can confirm your subscription is activated. If you'd like to correct your email, you will need to contact our customer services on 0345 155 9277.

I have received my confirmation email and my subscription type is incorrect.

Please contact our customer services on 0345 155 9277 as soon as possible to correct your subscription.

I am a subscriber but I can't log in to my online account?

It is possible that while you are a subscriber, an account has not been created for you yet. Please register on the website by going to the 'Register as a new user page'. You will be able to add your subscription to your account afterwards.

I am a subscriber and used 'Forgot my Password' but I haven't received an email?

It is possible that while you are a subscriber, an account has not been created for you yet. Please check whether you are registered on the website by clicking 'Register as a new user'. If it says that the email is already taken, please contact us and we will reset your password for you.

I have subscribed but can't see my subscription status online.

You will have to add your subscription first before being able to manage your subscription. To do so, please click here and enter the subscription number you received in your welcome email. It may consist of 2 letters and 6 digits, e.g. HV000086 or 13 digits e.g. 0005555555001)

I have subscribed but I can't add my subscription to my account.

Please ensure you have entered your complete subscription number, it may consist of 2 letters and 6 digits, e.g. HV000086 or 13 digits e.g. 0005555555001. Please also ensure your billing details on your online account are correct.

I would like to remove a subscription from my account because it is old/deleted/added twice.

Please send us an email and we will help you remove the subscription.

Can I change my address for an existing subscription online?

Unfortunately it is currently not possible to change your address details for an existing subscription online. Please contact our customer services on 0345 155 9277 and quote your subscription number. For Disney Books customers please call 0345 1935017 (local rates apply)

Can I cancel my subscription online?

Unfortunately this is not currently possible online. If you wish to cancel your subscription, please contact our customer services on 0345 155 9277.

I have added my subscription to my account but can't see whether my next issue has been shipped.

Unfortunately it is currently not possible to view shipping status online.

Hachette Online Shop

I entered a promo code and it does not work.

Please ensure that the promo code you entered is still valid, as they may have validity periods.

Can I change my order online?

Unfortunately it is not currently possible to change your order delivery address online. Please contact our customer services on 0345 155 9277 as soon as possible to ensure you are able to change your address before dispatch.

Can I change the delivery address of my shop order online?

Unfortunately it is not currently possible to change your order delivery address online. Please contact our customer services on 0345 155 9277 as soon as possible to ensure you are able to change your address before dispatch.

Can I cancel my shop order online?

Unfortunately this is not currently possible online. Please contact our customer services on 0345 155 9277 as soon as possible to ensure you are able cancel the order before dispatch.