Customer Is Missing Subscription or Back Issues

Problem: Customer Is Missing Subscription or Back Issues

Checks :

Missing Latest Issue

If you have access to our API:

• check if there is an active subscription including todays date
• If there is an active subscription
  • Go to the App
  • Sign in with the customer email address.
  • Verify in the library if the issue is available
  • If no, escalate to ZINIO publisherbugs@navigaglobal.com

• There is no active subscription
  • Inform the customer their subscription has expired and ask them to renew
  • Ask for proof of purchase
  • Create a new order via the API or label file to cover those dates, remember to ask the customer to sync the library to see these issues or escalate with proof of purchase to ZINIO publisherbugs@navigaglobal.com

Missing Back Issues

• Check if digital issues are available for this date
• In addition follow the steps mentioned above

There is no customer account found 

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