FAQs

  • Why can't I log in?
    • Answer
    • You may need to reset your password, especially if you haven't logged in for a while. We moved to a new platform in June 2023 and old passwords were not carried across but can be reset easily.

      Go to the "Sign in" link towards the top-right area of the site and then follow the link to "Forgotten password". You will be asked to enter your email address and then "Submit" the request. If your email address is recognised, you will receive an email. Follow the link it contains, which will log you in so that you can choose your new password. If you don't receive this email, please check in your junk and spam folders. You may need to add noreply@retail-week.com to your safe senders list. If the link expires before you have time to use it, just request another.
  • What if I forget my password?
    • Answer
    • Go to the "Sign in" link towards the top-right area of the site and then follow the link to "Forgotten password". You will be asked to enter your email address and then "Submit" the request. If your email address is recognised, you will receive an email. Follow the link it contains, which will log you in so that you can choose your new password. If you don't receive this email, please check in your junk and spam folders. You may need to add noreply@retail-week.com to your safe senders list.
  • How do I get access to my company's corporate subscription?
    • Answer
    • If you believe your company or organisation has purchased a company-wide subscription, simply register on the website, using your company email address. If the subscription is company-wide, you will then be granted immediate access. If this does not work, please first check with your company's account manager as your company may need to purchase additional licences. If you believe something is wrong, please contact customerservices@retail-week.com for assistance.
  • Why can't I read Retail Week subscription content?
    • Answer
    • Any user who registers and logs in to Retail Week can read up to 2 articles per 31 days for free. This is known as guest access.

      Guest access is calculated on a rolling basis, i.e. if you read 1 article on the first day of the month and another one day later, you will need to wait until 31 days after you read the first article to be able to read a third, and then an extra day before you can read a fourth.

      Certain other articles may also be available at times to guest and/or anonymous users at our discretion. For unlimited access to Retail Week content you will need a subscription. You can subscribe here.

      If you think that you have an active subscription but you are unable to read Retail Week content on the site, please try logging out, clearing your browser cache and cookies, and logging back in. Often this will resolve the problem. If you have the site open on multiple devices, you may also need to log out of those as you can only have up to two active sessions running at once.

      If that doesn't work, hover over your name towards the top right of the site and select "Manage my account". From there you can go to "My subscriptions" to review your order history. Your subscription may have recently expired, in which case you need to renew. If the details don't seem right or you need help, please contact our customer services teams at customerservices@retail-week.com or by calling +44 20 8955 7038.
  • Why can't I read Prospect content?
    • Answer
    • Retail Week Prospect is now Retail Navigator, brought to you by Lumina Intelligence, part of William Reed. Existing Prospect customers are able to access Retail Navigator the same way they previously accessed Prospect, using the same username and password. For new customers, Retail Navigator must be purchased separately.
  • What is the difference between registering and subscribing?
    • Answer
    • Registering is the process of creating a username and password for the site. Registration is free and everyone who registers is automatically granted guest access, which provides free but limited access to 2 stories per 31 days, excluding Retail Horizon content.

      Guests can also choose to receive selected newsletters.

      Subscribing is when you or your company pay for a subscription, which allows you to benefit from unlimited access to all Retail Week and Retail Horizon content and newsletters, with the exception of Retail Navigator, which requires an additional subscription.

      Access to Retail Navigator content requires a subscription.
  • Why does "Manage my account" look different since June 2023?
    • Answer
    • In June 2023 we moved to a new platform to provide you with a better experience. There have been some changes to the information you can see on your account and profile. If you have questions about any of the information showing on your account or see something that is not right and that you cannot update yourself, please contact our customer services team on customerservices@retail-week.com or call +44 20 8955 7038.
  • Why does the sign-in page look different since June 2023?
    • Answer
    • We moved to a new platform to provide you with a better experience. The new platform provides you with more information about your subscription and we hope you will find it easier to use.
  • What's the difference between the subscription packages?
    • Answer
    • We offer both personal and corporate (group) subscriptions. Personal subscriptions are for one named person. Corporate subscription packages provide access for more than one user, with discounts as higher volumes are reached. Corporate packages can also benefit from self-service control over your user list so that you can swap users in and out when your teams change.
  • How can I pay for my subscription?
    • Answer
    • How you can pay depends on the subscription package you purchase. Personal subscriptions can be purchased by direct debit or credit card directly from our subscriptions page. You can pay month-by-month, or you can choose to pay annually and secure a 10% discount. When you purchase a corporate subscription from our corporate sales team, an invoice will be raised, and you can pay by bank transfer. For any further payment queries, please contact customerservices@retail-week.com.
  • Can I get a copy of my invoice / a receipt for my subscription?
    • Answer
    • If you have purchased a corporate subscription, you will be issued an invoice for payment. This is your copy to keep secure. If you have purchased a personal subscription and would like to request a receipt or copy invoice as proof of purchase, please contact our customer service team on customerservices@retail-week.com. Please tell them the date you ordered and the email address with which you placed the order, along with any reference numbers you have, to help them to find your order.
  • Can I change my subscription package after purchase?
    • Answer
    • If you purchase a corporate subscription you can upgrade at any time to add on our premium Prospect content or to increase the number of people who can use your subscription. You can also change the users named on your subscription as and when you need to, for example if someone leaves your team. If you have corporate self-service set up on your subscription, you can do this yourself. It not, you can request this to be added to your account at your next renewal, or ask our team to make the changes for you. Simply contact us on customerservices@retail-week.com.

      If you purchase a personal (formerly known as individual) subscription, please note that these are for the named person only. We do not change the named user on personal orders so if you are purchasing a personal subscription for an employee, we encourage you to consider upgrading to a minimal corporate package to give yourself full flexibility. Please talk to our customer services team to discuss your best options on customerservices@retail-week.com or +44 20 8955 7038.
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  • Can I buy a subscription for my whole company / team?
    • Answer
    • Absolutely, a company-wide account is the most effective option for many organisations. Contact us at corporate.support@retail-week.com to talk about your objectives and ideal access levels and we can showcase the right package for you. You can also find out more here.
  • Can I buy a subscription for someone else?
    • Answer
    • Yes, you can gift a personal subscription to someone else. You can select this during the checkout process, when you reach the "Delivery" settings of the "Your details" form. To begin the order, first enter your own details, as the person paying for the order. Then, when you reach the "Delivery" section, choose "send this order" to "A different email address / Gift". On the following page you will be asked to confirm that "Yes" you are "Buying for someone else? / Gift". After that you will be able to enter the "Recipient's email address", which will become the username for the subscription. You will receive confirmation of the order and will be registered with guest access so that you can view the order details, and the recipient will receive an email that enables them to activate their subscription access by completing the registration form.
  • What if I change my mind about my subscription?
    • Answer
    • We are sure you will enjoy Retail Week like thousands of other retail professionals. But if you have purchased a personal subscription and you do change your mind, simply let us know in writing within 30 days of your initial subscription start date, to cancel. Your statutory rights are not affected.
  • How do I contact customer services for help?