Hi Greg, I would like to inform you that your account is currently in DUNNING 2 and that there is a balance outstanding on your account for $19. The error message that our system is encountering is 'Pickup - Card issuer wants card returned'. You have 10 more days to make the payment before your account gets downgraded and suspended to FREE. To make the payment, go to your Billing page: https://issuu.com/home/settings/billing and then click on 'Change payment method'. Make the changes and click on 'Submit'. If the transaction is successful, the money will automatically be deducted and the yellow notice bar on the top will go away. This will ensure that the payment has been made. Best Regards, Neha Hello, I would like to inform you that we have now received the Annual subscription fee and that your account is now ACTIVE again. Since we use an external billing system, we would not be able to send you a second invoice but you will receive one on the billing date of the next month. In your case, as your billing date is 28th, you will get it on September 28th, 2013. Best Regards, Neha Hello, I am sorry but we do not support this feature any more. You would have to contact www.peecho.com yourself inorder to get a hard copy. Best Regards, Neha Hello, If you do not wish to pay and would like to cancel your subscription, you would have to do it YOURSELF. You can downgrade your account, so that you are not charged again. To do this, go to the 'Services' page after you have logged in and then click on the FREE plan to deactivate the current service, and finish with 'Proceed to checkout'. You would see the number of days left before your account will be downgraded, your account will be FREE the day your subscription ends. Here is the link for changing the plan: https://issuu.com/home/services If you would like to delete your account, go to the Billing page: https://issuu.com/home/settings/billing, and click on 'Close my account'. Best Regards, Neha Hello, Unfortunately, it is not possible to change the URL of the account. You can change the Display name in the Account Settings but not the URL, as all the documents have been listed under this URL in the search engines. You would have to create a new account with the correct URL. We do not transfer any documents / statistics from one account to another. Best Regards, Neha Hello, The Issuu logo is not removable or movable. This is standard for all that the Issuu logo will remain as this is the only way people can know that the reader has been made by Issuu and not you. We will eventually bring in a paid solution which will allow you to remove the logo, but I cannot promise when. Best Regards, Neha Hello, This email is just a reminder notice that your credit card needs to be up to date. It is totally your wish as to when you want to update the billing information. Just make sure that you do it before your subscription renews, else your account can go in DUNNING mode. Best Regards, Neha Hello, I would like to inform you that we have now received the Monthly subscription fee and that your account is now again ACTIVE. Since we use an external billing system, we would not be able to send you a second invoice but this payment will show up in the next invoice after you make the next payment. Best Regards, Neha Hello,
When you sign up for a paid subscription, It clearly states in our 'Terms of Service' that you will be charged automatically everytime your subscription will renew, unless and until you downgrade your account in the meantime. And since, you had not downgraded your account, you were automatically charged. As all the charges made to an account are non-refundable according to our 'Terms of Service', I would therefore not be able to give you any refund. Also read this: http://help.issuu.com/entries/27366393-How-do-I-go-about-getting-arefund-
If you do not wish to pay and would like to cancel your subscription, you would have to do it YOURSELF. You can downgrade your account, so that you are not charged again. To do this, go to the 'Services' page after you have logged in and then click on the FREE plan to deactivate the current service, and finish with 'Proceed to checkout'. You would see the number of days left before your account will be downgraded, your account will be FREE the day your subscription ends. Here is the link for changing the plan: https://issuu.com/home/services
Best Regards, Neha
If you would like to change the credit card details / email / address, you would have to do it yourself. To do this, go to the 'Services' page after you have logged in, then click on 'Billing'. Then click on 'Change payment method, / Change billing email / Change billing address' respectively. There you would be able to make all the necessary changes. Here is the link: https://issuu.com/home/settings/billing The changes will take place from the next invoice onwards.
Hello, It is unfortunately not possible to control or remove the related suggestions when viewing on ISSUU.
The related suggestions are randomized publications which our system determine as related to the document you are reading and are changed everyday. But if you have the PRO/PLUS/PREMIUM plan, and you share your document by using the link from the embed wizard / if you embed your document / view the document in fullscreen, you wont see any related suggestions. But they will remain on the small reader mode on Issuu and this is standard for all. Best Regards, Neha Hi, I would request you to try opening the documents from a different browser / system / network. Clear the cache and cookies, and upgrade browser and flash version and then check again. If it still does not work, please send us: - a screenshot of the error - link to the document on Issuu - version of your OS, browser version and flash version Best Regards, Neha An Impression would be counted when someone even looks at your publication. So for example, I click on your publication, and then just go through the first 5 pages quickly - that would be counted as an Impression on each page. If I click on your magazine, go through the first 5 pages and then stop on the 6th page for more than 2 seconds, then it would be counted as 1 Impression on the first 5, and 1 Impression and 1 Read on the 6th page. A Read is counted when you stay on a page for more than 2 seconds. I hope this has cleared your doubts, but you may contact us again if there are any more queries. Have a good day. Best Regards, Neha
If you just want to publish PUBLIC documents and embed them on your website, then it does not cost anything. The number of Unlisted (private) documents are limited, the first 25 are FREE and more than that, you would have to pay. If you want the related suggestions to be removed on your embeds, when you share the embed link and when you view the document in fullscreen, then you would have to buy the PLUS plan - $29 / month (10% discount on Annual). To get more customization options in the embed editor, so you can add custom background color /image, your company logo, insert search, give sharing options etc and more, you will have to buy the Premium plan - $39 / month (10% discount on Annual). The price for Unlisted (private) documents varies as to how many you buy (first 25 are free), so that you will have to check yourself. there are many different price models (10% discount on Annual). And you can buy 'Downloads' for your embeds, so your readers can download the document directly without logging into Issuu. This is only for your embeds. The price is as: $10 - 250 downloads and $30 - 1000 downloads. Best Regards,
Neha
Hello, I would like to inform you that ISSUU accepts payment by credit card (Visa, Master, AMEX, JCB, Discover, Diners Club), and Electronic Check (ACH) in the United States. We do not accept any other method of payment like bank transfers, invoices, wire transfer, purchase orders, or cheques. Best Regards, Neha
The problem is that you uploaded the document as a spread and then the system recognizes a spread page as one page and then you have four pages. You need to split the pages in your pdf tool on your computer so one pdf page/magazine page is one Issuu page. And then upload the document to Issuu.com. Hi, I am sorry to disappoint you but now you can only get the statistics for the last 6 months in your account, and this has been made standard for all. You cannot access the stats from earlier than 6 months. We will eventually bring in a paid solution which will help you to buy the stats from earlier than 6 months as well, but I cannot promise when. Best Regards, Neha Hello, I would suggest you to add 'no-reply@issuumail.com' to your contacts. Save some other email address and reset this same address in your Account Settings. Then the error message should go away. Also remember to clear the cache and cookies and then check again. I apologize for the inconvenience caused. Best Regards, Neha
Hi, We have now decided not to make the Impressions public. Now only you can see the Impressions when you log into your account and go to 'My Publications'. We might introduce this feature again, but I cannot promise when. Best Regards, Neha Hello, The first time you post a document to Facebook, sometimes it does not recognize the document and gives this error message, and it is then cached on Facebook. So firstly, remove the post from Facebook. Then please use this link to clear the cache: https://developers.facebook.com/tools/debug You just have to enter the Issuu URL of the document on the link given above, and click on 'debug'. Then try to post the document on Facebook again and it should work.
Best Regards, Neha Dear Gunay, If you wish to view / download your invoices, you can find all of them on your Billing page. Go to 'Services' and then click on 'Billing' on the top, there you would find all the invoices on the right hand side. They are available in pdf form to view and download. Here is the link to the Billing page: https://issuu.com/home/settings/billing Best Regards, Neha Hello, I would like to inform you that your account 'nicholeoedy' is currently in DUNNING 2 and that there is a balance outstanding on your account for $228. The error message that our system is encountering is 'Do Not Honor'. You cannot downgrade / cancel your account, while the account is in DUNNING as you have balance outstanding on your account. Now if you do not wish to make the payment, then you would have to make sure that the payment does not go through. If the system is not able to charge you for the next 12 days, your account will automatically be downgraded and suspended to FREE. So make sure that the payment should be blocked. Best Regards, Neha Hi, If you want your readers to download the document ON ISSUU, then they have to have an account with Issuu inorder to download the document. For that: Go to 'My Publications' --> Click on the document --> click on EDIT --> click on EDIT INFO --> enable the DOWNLOAD function and save the changes. If you wish your readers to download without logging into Issuu, you would have to buy the NON_MEMBER DOWNLOADS, and this applies ONLY to your embeds. So if you embed the document on your website, then your readers can download the document without logging into Issuu. Because if they are on Issuu.com, then they will have to login. To enable the nonmember downloads, enable Download in Document settings and: Go to 'My Publications' --> click on the document --> click on SHARE --> click on WEBSITE OR BLOG --> enable 'Allow all users to download' --> Save / Update Style. The non-member downloads, the first 25 are free and then you can buy more. This is a one time charge, its not a subscription. For Example, if they are 275 in total, so they apply to your account, all of your documents. Once they finish, you would have to buy more. Best Regards, Neha Hello, I am sorry to disappoint you, but you cannot edit / change the URL of a publications. The system automatically takes up the name of the file stored on your computer as part of the URL. So if you would like the URL to be what you wish, then you should name the file on your computer that same thing, which you wish to be seen in the URL. Best Regards, Neha Go to 'My Publications' --> Click on the document --> click on EDIT --> click on EDIT INFO --> enable the DOWNLOAD function and save the changes. Go to 'My Publications' --> click on the document --> click on SHARE --> click on WEBSITE OR BLOG. Hi, What you can do is, add the page number at the end of the document URL like this: issuu.com/username/docs/documentname/page-number An example is: http://issuu.com/influentialmagazine/docs/influential_novemberdecember-03-iss/10 This would open the document on the 10th page. This is the type of URL you can share if you wish the document to open on a specific page. Best Regards, Neha Hello, When you sign up for a PRO subscription, It clearly states in our 'Terms of Service' that you will be charged automatically everytime your subscription will renew, unless and until you downgrade your account in the meantime. And since, you had not downgraded your account, you were automatically charged. Now we generally do not make any refunds as all the charges made to an account are non-refundable according to our 'Terms of Service'. But seeing your case as you have not used your account since August 2012, I can consult my manager to give you a refund. She is not available right now, but I will contact you as soon as we reach a decision. Best Regards, Neha You have a PRO account at present and you pay $19/month. This is a discontinued service - meaning that it will continue for you, but the new users cannot subscribe to it, and if you unsubscribe from it, you wouldn't be able to subscribe to it again. When we rolled out the new Issuu, we introduced new services and new prices. So the Plus and the Premium plans are the new plans, and the Premium plan gives you exactly the same features as you have now. The only difference is, that the new users would pay $39/month compared to the $19/month that you pay now for the same features. So you are on 34% discount, therefore I would strongly recommend you not to change your plan. Because if you do, then you can't subscribe to it again. Hello, There is an easy way to find the docID. Open the publication, right-click on the white part of the page below the publication and select 'View page source' (see screenshot). This will open up the Source code of that page. Then search for the word 'documentId' and you should be able to find it there. Best Regards, Neha Hi Alex, You can try using the iFrame embed code which can be found by enabling the 'Use on Tumblr, Wordpress or similar' on the embed code in the embed widget. If that does not work, you can use the old embed code. But we are slowly working on phasing out the old embed code it is now only possible for pro subscribers to use the old embed code. So you have to go to your services page and sign up for the reader and the brand package in order to get the old embed code. I suggest you also try contacting the support from Behance. I apologize for inconvenience.
Best Regards, Neha
Selling a magazine is not something we offer as a packaged solution. However, it is certainly possible. The way to do it is to upload the documents to our service as "Unlisted", not public. Then the documents will not be indexed by our search engine or any other unless you make the URL publicly known. You can then embed the private embed code to your documents in a password protected web page on your website. Of course a paying user with some technical knowledge could then distribute the URL to non-paying users, but the same thing can happen with a login/password as well! To guard against this you can check the URLs referring to your document in our statistics. If a website other than your password protected page is referring to the document, or if it is being viewed directly, you can then remove the document and upload again to change the URL.
Dear Fiona, You would have to cut the pages differently. You will have to do this in the original pdf document and then upload it to Issuu. You will be able to see the overlapping of the pages when you download the document and check. That is why it looks like it has been doubled, because that is how the document you have uploaded looks. So it seems that it has been created that way on your computer. Could I please ask you to take a look at the document on your computer, correct it and then update the document on issuu.com. Then the problem should be solved. Best Regards, Neha It has most likely something to do with your bitmap color space option. When you save your PDF, you have an option to chose between different RGB color spaces. Use this as a general rule: Document RGB, sRGB, ColorMatch, makes the pdf bitmap colors identical to the original RGB bitmap images. No color space applied will make the bitmaps appears slightly darker. Adobe RGB will appears slightly desaturated.
Hi Jay, You can do that by adding the page number at the end of the document's URL. OR open the document --> go to that particular page --> click on 'Share' --> click on 'From current page' --> then copy the document link from below (see screenshot). Best Regards, Neha
Hello, We use an external billing system, and the system charges you the money altogether but sends different invoices for the total charge and for the services. In your case, as you have one service, the total charge and the one for the services is the same $29. So do not worry, you have not been billed twice. Best Regards, Neha
Hello, Unfortunately, there is no such provision in our reader, we do not support screen readers. But I will definitely take this as a feedback and pass it along the concerned people. Best Regards, Neha Hi Juanitta, We use an external billing system, and the system charges you the money altogether but sends different invoices for the total charge and for the services. In your case, as you have two services, so one is for Site Integration, one for Customization and one for total charge. So do not worry, you have not been billed thrice. The invoice are for the same account, and you have been billed $39 only once. Best Regards, Neha
Here is the price listing for Unlisted publications: First 25 are FREE 25 - 100 : $5/month 100 - 500: $50/month 500 1500: $150/month For more than 1500 documents, you can find out the price by contacting partnerships@issuu.com. Hi Tony, I can delete your account 'tonyleighton' for you, if you confirm that I should go ahead and do it for you. Please Remember: Once the account is deleted, this action cannot be undone. Best Regards, Neha Hi,
I am sorry, but you would have to contact Behance support for this Issue. If you have tried both the div and the iFrame version of the embed code, and that doesn't work it is because Behance is blocking the embed. You will then have to try contacting Behance. I would also suggest that you try the old embed code. In order to get the old embed code you have to buy the Premium package on your services page. If you sign up for the pro subscriptions, the old embed code can be found at the bottom of the embed form under “Looking for that old embed page?”.
Best Regards, Neha Hi, I have just tried to open the document in Safari, Chrome and Firefox, and it is working just fine for me. I am using Firefox 24.0, Safari 5.1.10, Chrome 29.0.1547.76 and Flash 11.8.800.168. Try clearing your cache and cookies and then try again. Try upgrading your browser and Flash as well. Best Regards, Neha
Hi, Issuu is the leading digital publishing platform delivering exceptional reading experiences of magazines, catalogs, and newspapers. Issuu is the fastest growing digital publishing platform in the world, but also a very popular destination site where people are engaging with the web's best publications and where publishers build their audience. Many professionals opt for Issuu Pro with additional publishing power. You can publish your own documents, make your own audience, embed the Issuu document into your website and a lot more... For more knowledge about Issuu, visit our website www.issuu.com Best Regards, Neha
Hi, Yes, that is definitely possible. When you have uploaded the document, go to 'My Publications' and click on that document --> select EDIT --> select EDIT INFO --> click on 'Add audio playback'. The audio file has to be hosted online and should start playing as soon as you go to the webpage - meaning that there should be no play button. It should be a mp3 file. Here is an example: http://www.largesound.com/ashborytour/sound/AshboryBYU.mp3 You don't need to click on anything here, it just starts playing. You would need this sort of a audio file. Best Regards, Neha Hello, I sincerely apologize for this but it is unfortunately not possible to control or remove the related suggestions when viewing on ISSUU. The related suggestions are randomized publications which our system determine as related to the document you are reading and are changed everyday. We try our best to prevent such stuff from showing up in the Related suggestions, but we do miss at times. The developers are working on this so that atleast explicit stuff does not show up under documents such as yours, but it will take some time. But if you have the PRO/PLUS/PREMIUM plan, and you share your document by using the link from the embed wizard / if you embed your document / view the document in fullscreen, you wont see any related suggestions. But they will remain on the small reader mode on Issuu and this is standard for all. Best Regards, Neha hello, The dimensions are 160X160 pixels as I had mentioned before. the format can be jpg or png. This is the profile pic you have at present, see screenshot. If this is the one you were uploading, please clear your cache and then try again to see it. If it was some other pic, then please try uploading it in some other browser / system. Best Regards, Neha Thank you for contacting Issuu. Here’s what you need to know about removing content from Issuu. Issuu.com provides users with the ability to upload, share and discuss their writings. Issuu takes the rights of intellectual property owners very seriously and complies as a service provider with all applicable provisions of the Digital Millennium Copyright Act ("DMCA"). Our policy is to respond to the valid notices of alleged infringement we receive according to the DMCA by expeditiously removing allegedly infringing material and terminating users, when appropriate, according to our Repeat Infringer Policy. We appreciate your communication of and are eager to cooperate with you as appropriate. Please read our DMCA Notification Guidelines and provide us with items (a) through (f). Here is the link: http://issuu.com/about/dmca . Upon receipt of a proper notification containing this information, we will promptly meet our obligation to remove or disable access to the material that is claimed to be infringing. Please make sure to send us the URL(s) as text we can copy and paste. Thank you for your cooperation and attention to this matter. You still have the OLD PRO Bundle plan which costs you like $16/month which is the cheapest deal available right now. This is a discontinued service - meaning that it will continue for you, but the new users cannot subscribe to it, and if you unsubscribe from it, you wouldn't be able to subscribe to it again. When we rolled out the new Issuu, we introduced new services and new prices. So the Plus and the Premium plans are the new plans, and the Premium plan gives you exactly the same features as you have now. The only difference is, that the new users would pay $39/month compared to the $16/month that you pay now for the same features. So you are on more than 34% discount, therefore I would strongly recommend you not to change your plan. Because if you do, then you can't subscribe to it again. Best Regards,
Neha Hello, I would request to make sure that the URL to the logo is correct and that is has to be hosted online. We only support the logos in jpg/gif/png format. I would suggest you to also try some other browser and then try again. REMEMBER TO SAVE THE STYLE AFTER MAKING THE CHANGES IN THE EMBED EDITOR. Also instead of including the logo as: "logo=www.abc.com/...", you should write "http://www.abc.com/...". This is very visible when the reader preview updates on the spot. Writing a correct URL there will update the reader preview with the logo. Creating a new style will have the logo visible. Best Regards, Neha Hello,
I have rendered the pages 14-15 of the document as bitmaps and the pages are showing up perfectly fine now. For future, you can render it yourself, learn it here under 'Layout problems': http://help.issuu.com/entries/23950162-Conversion-problems
Best Regards, Neha Hi, When you have uploaded the document, go to 'My Publications' and click on that document --> select EDIT --> select EDIT INFO --> click on 'Add audio playback'. The audio file has to be hosted online and should start playing as soon as you go to the webpage - meaning that there should be no play button. It should be a mp3 file. The audio file has to be hosted online and there has to be no play button. The file should start playing as soon as you open the web page. Here is an example: http://example.com/ audio.mp3 Best Regards, Neha Hello,
You would have to upload the document in the Landscape mode. We do not change the mode when you upload the document. We have many documents on Issuu which are in landscape mode and look just fine. So try uploading it again in the Landscape mode. If it does not work, send us the original pdf and the link to the document on Issuu.
Also try turning the security setting Off for the document, as that might be causing problems for the conversion of the document.
Best Regards, Neha But, I would like to inform you hat you have the OLD PRO Bundle Biennial plan which costs you like $16/month which is the cheapest deal available right now. This is a discontinued service - meaning that it will continue for you, but the new users cannot subscribe to it, and if you unsubscribe from it, you wouldn't be able to subscribe to it again. When we rolled out the new Issuu, we introduced new services and new prices. So the Plus and the Premium plans are the new plans, and the Premium plan gives you exactly the same features as you have now. The only difference is, that the new users would pay $39/month compared to the $16/month that you pay now for the same features. So you are on more than 34% discount, therefore I would strongly recommend you not to change your plan. Because if you do, then you can't subscribe to it again. Best Regards, Neha Hi,
Hi Vanessa, So first of all, you create an account with us. You can sign up for a FREE trial only from http://issuu.com/pricing Then you would have to create a pdf file (or other supported formats) and then you upload it to Issuu. I would like you to go through these help articles: Getting your publication ready - http://help.issuu.com/entries/23951492 and How do I publish on Issuu? - http://help.issuu.com/entries/23975128 After this, you can embed the document on your website. You can embed the document if you wish to, then there will be a small thumbnail of the document there instead, you can decide the size of the thumbnail frame. And once you click on it, you go to Fullscreen. Learn how to embed here: How to embed Issuu on my website - http://help.issuu.com/entries/23965637 With the PLUS account, you get the Related suggestions removed on your embeds / when you share the embed link of the document / when you view the document in fullscreen. If you have the PREMIUM account, then you also get more customization in the embed widget along with removed related suggestions. If you just want to publish PUBLIC documents and embed them on your website, then it does not cost anything. The number of Unlisted (private) documents are limited, the first 25 are FREE and more than that, you would have to pay. The price for Unlisted (private) documents varies as to how many you buy (first 25 are free), so that you will have to check yourself. there are many different price models (10% discount on Annual). And you can buy 'Non-Member Downloads' for your embeds, so your readers can download the document directly without logging into Issuu. This is only for your embeds. The price is as: $10 - 250 downloads and $30 - 1000 downloads. Best Regards, Neha
Hi Magnus,
Whenever you add another service in addition to an existing one, you will always be shown the total charge. But you do not have to worry, you are not charged the subscription fee for the existing one again, only for the new service. Once you click on 'Proceed to checkout', it will show you how much have you already paid and how much more do you have to pay.
For example: If I buy PLUS Monthly - that will be $29/month. Then I decide to buy 100 Unlisted Publications after 5 days, the total amount to be paid every month is $44. So it will show you that your total Monthly charge is $44/month but you will only be charged $X/month - which is for the Unlisted.
When ever you buy a NEW service, if you buy it on the same day when your OLD subscription has to renew, then you are charged the total amount for both. But if you buy the NEW service on some other day, then you are charged the remaining amount - from the day when you buy the NEW service to the day when your OLD subscription will renew. So that the next time, the renewal date for all the services is the same, to make it easier for you. This is how our billing system works.
Best Regards, Neha
The white highlight is a part of our design and can't be removed. It was made to make the publications look more like a real magazine. The only way around it is to embed your publication in "single page" layout. You can do so by clicking "embed", choosing the single page layout (and other styling options you want), save the styling and copying the embed code to your website. Hi, What you can do is, Create your own stack and then add the publications from 'My Publications' into that Stack. So first log into your account, and click on 'Stacks' on the top. Then click on 'Create a new Stack' at the bottom of the screen (see screenshot 1). Name it as you wish to. Then go to 'My Publications', select the publications you wish to put into that Stack by clicking on the tick mark icon. Then click on the STACK icon on the top of the screen (see screenshot 2) and then finally select the Stack. Click on 'Add to Stack' (see screenshot 3). Unlisted publications are not visible to anyone in Stacks (except for you, unless and until you are signed into your own account). Best Regards, Neha