Connect in a SNapp - Customer Support

We have launched SNapp, a FREE app for our customers - helping retailers manage their deliveries, orders, claims and credits at the touch of a button. Retailers will also be kept up-to-date with delivery information from their local Smiths News distribution team via their SNapp inbox.

To help you through registration, follow this 2-step process so you can start using SNapp:

Step 1 - Visit the App Store for iPhone or the Play store for Android devices to download our app.

Step 2 - Launch our app. Click Sign-Up, enter your customer number, recent DPDN and a password

You only need to register once. With each subsequent visit you’ll simply need to enter your four digit pin.

To help you use SNapp, we’ve created 5 short informative videos, simply click on the link(s) below:

How to register

How to manage your deliveries

How to manage your orders

How to manage your credit and returns

Accessing your SNapp inbox

However, if you do experience any problems using SNapp, the FAQ section below may help (and there’s a support section in our app).  Alternatively, contact our SNapp Support Team by calling 0845 124 0251 (Monday to Friday: 6am – 3pm) or email snappsupport@smithsnews.co.uk.

General Support

Updating your app

Updating the Smiths News app often resolves technical problems. Make sure you update this app regularly.

Here’s how:

  1. Go to your mobile device’s home screen, and then tap the App Store icon.
  2. Tap Updates at the bottom of the screen.
  3. If a new version of our app is available, you’ll see the Smiths News app, and then tap Update.
  4. Enter you Apple ID password, and then tap OK.

Setting notifications on/off

If you want to get push notifications, first turn them on from your iPhone’s settings. To turn on push notifications:

  1. Open your settings
  2. Tap Notification Center > Smiths News
  3. Set your Alert Style to Banners or Alerts
  4. Tap Show in Notification Center so it becomes green

No internet connection

If you receive the following message on the App ‘Sorry you have no internet connection, please try again when you have an internet connection’
 
To reconnect to your network:

  1. Go to your device settings and confirm the Airplane Mode is not set
  2. If you usually connect via Wi-Fi please find the Wi-Fi section
  3. Select your network. If you’ve previously set up a connection to that network, your device should automatically connect to it using the password that you entered before. If not, re-enter the password or PIN.
  4. If you usually connect via 3g please confirm that you have network coverage, once coverage is restored the App will reconnect

App and/or features aren’t working

If the Smiths News Mobile app isn’t working properly, try these solutions.

Update your Smiths News app:

  1. Go to your mobile device’s home screen, and then tap the App Store icon.
  2. Tap Updates at the bottom of the screen.
  3. If a new version of our app is available, you’ll see the Smiths News app, and then tap Update.
  4. Enter you Apple ID password, and then tap OK.

Restart you mobile device:

  1. Turn off your mobile device, and then turn it on.
  2. From your mobile device’s home screen, find and tap the SNapp icon to launch it.

Uninstall and reinstall the Smiths News Mobile app:

  1. From your mobile device’s home screen, find the Smiths News app icon, and then tap and hold the icon until it wiggles.
  2. Tap the “X” on the top left corner of the icon to uninstall/delete the app.
  3. Find and tap the App Store icon, and then tap Search at the bottom of the screen.
  4. Enter “Smiths News” in the search box, and then tap Search on the virtual keyboard.
  5. Find and tap the Smiths News app icon, and then tap Install.

Login

How do I re-set my PIN/passcode?

You can reset your passcode either using the side menu when in SNapp or when you log in using your username and password.

How do I re-set my password

You can reset your password either using the side menu when in SNapp or using the 'Forgot your password?' link on the main login page.

Contact Us - New in SNapp

I have a problem/query/question – who can I contact at Smiths News to discuss?

In SNapp, you can send an email directly to the following teams below and you will receive a response back by the end of the next working day.

  • SNapp Support,
  • Customer Services,
  • Newspaper Sales,
  • Magazine Sales,
  • House Management
  • Distribution Team
  • Accounts Team,
  • Territory Manager
  • Pass My Parcel Team
  • Jack’s beans Coffee Team.

 

 

How does it work?

It’s quick and easy - simply, go to the main menu, select Contact Us, tap on which department you would like to contact. This will open an email template on your phone. The ‘To’ and ‘Subject’ boxes will be pre-populated with the address and subject, all you need to do is write your email and click send.  You will receive a response by the end of the next working day.

Your Profile - New in SNapp

I would like to change my account details; e.g. opening times, mobile numbers – how can I do this?

You can do this by going to the main menu, select Your Profile, update/edit the information held on your account and then press submit. This information is then sent to our team before being uploaded onto our system.

Some information, such as postcode, are displayed but cannot be changed due to their importance in the system. If you have a query about anything, please email SNapp Support by clicking here

Report Zero Credit - New in SNapp

I have returned a title, but haven’t received any credit, how do I query this?

All you need to do is tap on Report Zero Credit, enter the name of the title you want to query, select the issue you are querying, adjust the quantity and submit your query.  You will get confirmation that your query has been received, for an update to the status please use the Returns query option on the side menu. When the query is accepted you will see the credit in the My credits section.

Dashboard

I can’t access any of the sections from My Dashboard.

You will need to close SNapp and log back in. If the same issue continues please contact the App Helpdesk on 0845 124 0251.

Why isn't the dashboard showing the credits for my returns?

You will need to log back in tomorrow (or on Monday if today is Friday) and if your credit is still not showing please contact Customer Services/App Helpdesk.

The dashboard is showing that I have delivery alerts but I can't see any when I go into 'My Deliveries'.

Unfortunately you will need to click on 'Report A Fault' to let us know so we can fix this for you.

I can't see all of 'My Dashboard' fully on my iPhone 4 / iphone 4s. Does this mean there's a problem?

Don't panic, it's all there, you just need to scroll down to see the 'My Orders' section.

Which section will show me 'stickers and collectables'?

You'll find Stickers and collectables in the 'Other' section.

My Delivery

How do I make a claim?

You can make a claim by clicking on the title you want to claim and entering the number of copies you have received. You can also choose if you want the copy delivered.

How do I report an overpack?

This works in the same way as claims by clicking on the title you want to let us know has been overpacked and entering the number of copies you have received.

I have selected my claims, what next?

Please submit your claims to Smiths News by clicking on 'Submit' at the bottom of the screen.

I've made a mistake, I don't want to claim but it is already in my tray, what do I do?

That's not a problem, you can delete the claims in the tray by clicking on view and then click on delete.

Where will I see my claims reference numbers?

You will find them in the delivery claims section in the side menu. If you click on the = icon in the top left hand side of the screen the side menu will open.

My Credit & Charges

How do I make a claim as I'm missing partial credit for a title?

Just click on the title you want to claim and follow the on-screen instructions.

How do I make a claim for the credits which I'm missing for a title?

Unfortunately, you will need to contact Customer Services directly on your usual number.

Where can I see my claims reference numbers?

You will find them in the Returns Claims section in the side menu. If you click on the = icon in the top left hand side of the screen, the side menu will open.

My orders

How do I search for a title I already have in my orders?

You can search by clicking on the magnifying glass icon or from the side menu. Titles can be searched for by text, category or if you have the magazine you can scan its barcode.

How do I search for new titles to add them my order?

You can do this by clicking on the magnifying glass icon or from the side menu. Titles can be searched for by text, category orif you have the magazine you can scan the barcode.

Can I order new titles that are currently on sale?

Yes, when in the title section, you can add copies of the current order (but only if we have them in stock).

When will I know that my alterations have been accepted?

If, for any reason we cannot accept your alterations we will tell you instantly and/or send a message via your SNapp inbox to explain why.

I want to order some stickers/collectables, how many are in a box?

All our stickers and collectables have the content of the box included in the title name e.g Match Attax (50).

Messages

How do I set my phone up to ensure I receive Snapp messages via the app?

You will need to go to your phone's settings, click on the notification centre, then scroll down to the 'include' section and turn it on to green.

Can I reply to the messages you send me?

Unfortunately not at the moment. But we are looking at what else we can do in the future.

My message says ‘tap here’ what does this mean?

To allow us to provide you with information from websites, we are now able to send messages with hyperlinks. Pressing on 'Tap Here' will open a web browser within SNapp displaying the appropriate content we’ve sent to you.

To view a full list of Terms and Conditions, please download the following PDF:

Download PDF

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