# Frequently asked questions

## What is Nation.Africa?

We are *Nation*. Africa’s #1 independent media brand. We are committed to empowering our audiences by informing, educating and engaging them.

We aspire to deliver quality content around the continent - From the news as it unfolds, to the research and tools needed to explain what things mean to you. We aim to reach from the heart of the cities to the rural areas with content and services that fit your interest, through every possible channel.

Each of us at *Nation* is a champion of this mission, sharing a common mindset, driven by chain of values that we live and breathe by.

## What is different about the new site?

Yes, the design has changed and we have attempted to weave the best practices of user design and user experience together with a great variety of content to give you a more intuitive, engaging and personalized experience.

The new website also offers exclusive and premium content that can be accessed easily via a simple sign-up.

## Why do I need to register to read articles on Prime?

The Prime section on Nation.Africa offers exclusive, in-depth, investigative and engaging content that can be accessed by registering on the website for free.

This helps us reach out to you with prompts and alerts when new stories of your interest are published. It will help us personalise the reading experience and help us connect you with the type of content you are most likely to enjoy.

Our registered users will also receive newsletters, alerts and receive updates on offers or any new updates we make to the website.

## Can I still access the other sections without registering?

Yes, you can still access other sections without registering with us.

## How do I register?

The steps to register are intuitive and once you land on a story that is Prime, you will be prompted to register either by your email id or your current google or facebook account. Once you have chosen your password and registered successfully, you can access all stories in the Prime section.

## What happens to my personal data?

We are GDPR compliant. Your email id is confidential and we do not sell our users data to any third party whatsoever. We use it to reach out to you only with your kind permission.

## Do I have to always log in when I want to read an article?

No, you do not always have to log in to read an article. Once you are logged in, you will be able to access the content unless you decide to change the settings of your browser or delete the cookies of your browser.

## Are you going to charge for your articles?

The articles are free as of now but we may want to offer some of our content at a fee at a later stage.

## What benefits do I get by registering with Nation.Africa?

The benefits of registering with Nation.Africa include timely newsletters, alerts on stories of your interest and updates on any new schemes or offers.

## How can I access the content?

The content can be accessed on all platforms including desktop, laptops, tablets, and mobile phones.

## Does the service allow concurrent logins?

Yes, the service allows concurrent logins.

## Will you send promotional messages on my email once I register?

We would like to keep you updated with new content or new offerings, only with your kind permission. If, you however, choose to opt-out of the newsletters or emails, you can do so.

## How do I sign in?

Once you are a registered user, you can login with your details and sign-in to access the content.

## How do I reset my password?

When you are signing in with your email id, you will see an option to reset your password. If you have forgotten your password, you could click on the prompter that says, forgot password and we will send you a link on your registered email id to create a new password.

## I did not get the password reset link

The email link is sent to you registered email address. If you do not see this in your inbox, please check your Junk mail for reset password link.

**Why am I experiencing login issues on mobile apps after changing my password?**

We advise users to regularly update their mobile applications on both Android and iOS platforms. Older, outdated app versions might reference resources no longer in use, which could cause such issues. If updating is not an option, please consider using the web version.

**I've already paid. Why am I being prompted to pay again?**

Answer: There can be a brief delay, sometimes up to 2 minutes, for payments to reflect on our systems due to variations among payment providers. Please refrain from making duplicate payments if your initial transaction was successful. If the payment prompt persists beyond two minutes, kindly reach out to our customer support for manual account activation

**Why do I see a page timeout error during login or password reset?**

A few users may occasionally experience this timeout issue on certain data input pages. To resolve it, simply refresh the page and re-enter your details.

## Cancellations

**When can I cancel?**

You may change or cancel your subscription at any time. To change or cancel your subscription, my accounts page and cancel your subscription any time.

## Refunds

**Are refunds available?**

For Monthly Subscriptions

When cancelling a monthly subscription, all future charges associated with your subscription will be cancelled. You may notify us of your intent to cancel at any time, however your cancellation will become effective at the end of your current billing period. You will not receive a refund; your subscription access and/or delivery and accompanying subscriber benefits will continue for the remainder of the current billing period.

## Email Address Previously Registered

**I would like to subscribe, but I get an error when entering my email address?**

If you would like to subscribe using an already registered email address, please select the ‘Sign In’ option on the order page. Sign in with your email address and password, and this will allow you to continue your purchase.

If you have forgotten your password, use the link on the sign-in screen to recover it. An email will be sent with instructions to reset your password. If you need further assistance, please call Customer Service [email protected] Or call us on; Kenya: 0719038033/34 Rest of the world: +254719038033 or +254719038034 available on all day weekdays, weekends and public holidays from 6:00AM EAT to 11:00PM EAT.

## Pricing

**What are your rates?**

The rates will vary depending on the package purchased. Please select the package you're interested in to see the rates available for that package.

Is that your best rate?

Our introductory prices are our lowest available rates, and are available only to new subscribers.

**When will my price change?**

At the end of the introductory term, your subscription will automatically renew each month at the standard price for your package. Please select the package you're interested in to see the rates available for that package.

**Can I give a Nation.Africa Subscription as a gift?**

Yes. You can give a 3month, 6month, or 12month Digital Access Subscription as a gift. For more information, contact us on; [email protected]

**How many articles do I get on Nation Digital?**

When you get onto the site you can access 5 free articles. Register with your email address and access 10 more articles. When these 15 (Fifteen) articles lapse you will be asked to pay.

Prime and archive – users will pay right from word go.

## Information/Inquiries:

To contact us Kindly email f[email protected] or call 0719038033/8034