Local Government Chronicle (LGC): Subscripton FAQ

LGC subscriptions - frequently asked questions

Taking out a Subscription

How do I take out a subscription?

You can subscribe directly from our website by credit or debit card, or by Direct Debit. If you need any assistance or any more information, please contact our Subscriptions Hotline.

Are my credit card details secure if I subscribe online?

Yes. All the information you provide is encrypted using the industry standard SSL (Secure Socket Layer) technology.

What’s the benefit of paying by Direct Debit?

Direct debit is a continuous payment method available in the UK which means that you do not need to remember to renew your subscription each year. You will be in complete control of your subscription and can often spread the cost over the year.

My company needs an invoice to pay for the subscription. How can I get one?

We can arrange to send you an invoice. Please contact our Subscriptions Hotline.

Can I order a subscription for delivery to an address outside the UK?

Yes. You can order online or contact our Subscriptions Hotline who can process your order over the phone.

Can I pay in a currency other than £ Sterling?

We accept cheque payments in most currencies. If you are paying by credit card, your payment will be processed in UK £ Sterling at a recent rate of exchange which may therefore be different to the £ Sterling published price.

Will you acknowledge receipt of my order?

If you place your order online, an email will be sent to you after you place your order. This will confirm the details of the address to which the issues will be sent, together with details of when your subscription will start and end. If you place your order over the phone or post, we will write to you within a few days of receipt of your order, advising you of your 10 digit subscriber number, when your subscription will start and end, and the address to which the issues will be sent.

Can I order more than one subscription?

Yes, and we offer heavily discounted prices for group and corporate subscriptions with many exclusive benefits not available to individual subscribers.

Simply contact us at Corporate.enquiries@emap.com with your requirements

What do you do with my personal information?

Please see our Privacy Policy for more for information

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Managing your Subscription

How do I renew my subscription?

We will contact you before the expiry date of your subscription to ensure that your renewal is taken out in good time, so that you don’t miss out on any news or information from us. If you wish to renew at any other time, please call us on +44 (0)1604 828705.

You will need to have your 10-digit subscriber number to access your account, as this is used to identify both you and your subscription.

What is my subscriber number?

It is a 10 digit number which can be found on any email or written correspondence that we have sent you, or on the wrapper or label on your subscription copy. If you cannot find it, please contact our Subscriptions Hotline.

When does my current subscription expire?

You will need to have your 10-digit subscriber number to access your account. Alternatively, please contact our Subscriptions Hotline.

How do I change my address?

You can notify us of your change your address by contacting our Customer Services team.

What do I do if an issue doesn’t arrive or arrives damaged?

Simply contact our Subscriptions Hotline and we will check your address details and arrange for a replacement copy to be sent to you. Please claim within three months of publication date if you are in the UK, and six months if you are based overseas.

Can I cancel my subscription?

We hope you are delighted with your subscription. However, if you are dissatisfied in any way within the first 30 days of your subscription, please contact our Subscriptions Hotline and we will refund the cost of any un-mailed issues.

How do I access subscriber only content

As a subscriber you have access to subscriber-only content on the website. You will need to sign in using your email address and password. Just go to www.lgcplus.com/sign-in and follow the instructions. If you need any help please contact our Subscriptions Hotline.

I am having problems accessing subscriber-only content on the website.

If you are unable to access subscriber-only content, we suggest you try the following:

Firstly, check that you are the named subscriber of the magazine. If you are not and wish for the login details to be changed to your email address, please arrange for the named subscriber to contact us directly with their subscription number. Please contact our Customer Services team.

Refresh your account by logging in and out again. This should ensure that your subscription details are up to date.

Check if your subscription has lapsed. In order to check your status, please log out and log back in again, and go to your My Account page, which will show you your subscription status.

Check that the email address that you have registered on the website is the same as the one you used for your paid-for subscription.

Check that your surname is entered exactly as it appears on the wrapper/label on your magazine subscription copy.

If you are still having problems, please contact our Customer Services team.

I’ve forgotten my password. How do I find it?

When signing in, you will find a ‘forgotten password’ link under the password box. Click on this and then fill in the email address you used when registering on the site. We will then email your password to you within a few minutes. If you are still having problems, please contact our Customer Services team.

Can I change the email address and the password I use to access the website?

Yes. Please log in with your current details, and change your email address within Account Settings. Please contact our Customer Services team if you have any problems.

I am a registered user, how do I gain access to subscriber-only content?

As a registered users you will only have limited access to the LGC content. By becoming an LGC subscriber, you will unlock a wealth of resources with full access to LGCPlus.com and a fortnightly print magazine. Click here to upgrade your account.

Why do I need cookies enabled?

We use cookies to help the website remember who you are and to give you access to all the features on our site. To gain full access to the site, cookies need to be enabled. A short message will appear on the home page of the website. All you need to do is click on “Accept”.

I signed up to receive your free e-newsletters, but I am not receiving them?

Please check you have provided us with your correct email address. To check which email address you are registered with, sign in to your account and go to the Account Settings page. If your details here are correct, we suggest you check your mailbox settings to see if the newsletters are being pushed into ‘junk’ mail or if your mailbox is full. To avoid the newsletters being treated as spam, it may help to add the e-mail address lgc@mail.lgcplus.com to your address book. If you are still experiencing problems, please contact your email service provider.

How do I ‘unsubscribe’ from your e-newsletters?

First, sign in to the website, click on ‘My Account’ and then go to ‘Account Settings’. If this does not enable to you to ‘unsubscribe’, please contact our Customer Services team.

My company has multiple subscriptions, but only one person can log into the website. How can I set up access for all individual subscribers?

If you have a multiple copy subscription, you will be entitled to have the same number of website users as you have magazine subscriptions. However we may need to manually set up access for all users for you. If so, please contact our Customer Services team.

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Don’t miss out on your LGC emails

We are upgrading our email platform to bring you a better, more reliable experience.

Take action now and add @lgcplus.com to your ‘safe senders’ list or ‘whitelist’.

This will make sure our emails don’t get blocked or sent to spam or junk and that you’ll never miss an email from us.

How to add LGC to your ‘safe senders’ list or ‘whitelist’

Ever get annoyed because an important email has landed in your junk folder?

You can prevent this happening to email from your contacts by adding their email addresses to a list of ‘safe senders’, also known as a ‘whitelist’.

The following instructions will help you add LGC to your safe senders list.

Outlook 2013

In Outlook, from the ‘Home’ tab, go to ‘Junk’ as shown here.

Next, open the ‘Safe Senders’ tab and then hit the ‘Add’ button.
Type @lgcplus.com into the box that opens up.

Choose ‘OK’ and then ‘OK’ again and you’re done.

Emails from @lgcplus.com should now arrive safely in your inbox.

If you still experience problems, first check your ‘Clutter’ folder settings. After that, if you are using a work email account, try contacting your IT department and ask them to look at the settings under ‘Corporate whitelisting’ below.

Hotmail and Outlook.com

In Outlook.com (which also serves Hotmail users) go to the ‘Settings’ menu via the cog icon and then choose ‘Options’.
Look for Mail > Junk email > Safe senders on the menu and open it.
Type @lgcplus.com into the text-input box that reads ‘Enter a sender or domain here’.
Click the + sign.
Then save your changes with the ‘Save’ button and you’re done.

Emails from @lgcplus.com should now arrive safely in your inbox.

Outlook 2011 on Mac

In Outlook, go to ‘Tools’ tab, then ‘Junk E-mail Protection’.
Next, under ‘Safe Domains’, type in @lgcplus.com and save it to the list.

Gmail

Gmail has no ‘safe senders’ list. In Gmail you just add the sender’s email address to your contacts instead.

To add LGC to your contacts, open the latest newsletter you have received from us and hover over the ‘from’ name. Then choose ‘Add to contacts’ and save the new contact.

If the email has gone to your spam folder you will need to mark it as ‘Not spam’ first.

Android

In Android you need to add the sender’s email address to your contacts to make it a ‘safe sender’.

To add LGC to your contacts, open the latest newsletter you have received from us and tap the contact picture next to the ‘from’ name. Then choose ‘Create contact’ to save it as a new contact.

Corporate whitelisting: DNS/IP settings

If you use a work email account, your IT department will probably have their own ‘safe senders’ list.

At this level different settings are sometimes needed. Your IT department can whitelist our emails by adding the DNS/IP settings for our email sending system:

connect.plexusnetwork.com
185.28.196.9

Q. Why don’t these details mention LGC?

A. Our email sending platform is shared by other products published by Plexus, the company that publishes LGC, so at this level the details reference the company, rather than the individual brand.

Done all this but still not receiving your regular LGC emails?

If you:

subscribe to LGC,
have added @lgcplus.com to your safe senders list,
and have asked your IT department, if you have one, to whitelist connect.plexusnetwork.com

but are still not receiving your regular LGC emails, then it is possible that a number of our past emails to you have been rejected or ‘bounced’ and that you have been removed from our mailing list as a result.

To correct this, please contact our customer services department during UK office hours via customerservices@lgcplus.com on +44 (0)20 3033 2626, let them know the steps you have already completed and then ask them to get your email address added back on to the list.

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Contact Us

Subscriptions Hotline: For the Subscriptions Hotline, please call 0844 848 8858, or +44 (0)1604 828705 if calling from outside the UK. Lines are open Monday to Friday (8.00am – 9.30pm) and Saturday (8.00am to 4pm) GMT.
Customer Services Team: If our FAQs do not help solve your problem, please contact the Customer Services team via customerservices@lgcplus.com or +44 (0)20 3953 2000 (Monday to Friday 9.00am – 5.30pm GMT).
Email: help@subscribe.lgcplus.com
Post: Local Government Chronicle, Subscription Department, Waterside Way, Northampton, NN4 7XD

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