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Support
Subscription FAQs
Logging On
| Q: |
I access Briefing from work and from home. Must I have two separate accounts? |
| A: |
No. You will just need to log out from one computer before logging onto the site via another computer. |
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| Q: |
Can more than one person use my password? |
| A: |
No. Briefing.com is a personal license. It gives access only to the individual subscriber. Group subscription rates are available for companies or individuals desiring access for more than one person. For more information, visit the Corporate Sales contact page. |
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| Q: |
Why do I get an error message that says my username and password are already in use? |
| A: |
This occurs when you click out of Briefing.com without using the Log Out button. Our system will show that you are still logged in. Please use the Log Out button to end your session. |
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| Q: |
Why do I get an error message that says my username and password are not recognized? |
| A: |
Please make sure you are using the correct log in information. This error message could also be a result of entering log in information from an account that has previously been cancelled. |
Free Trial
| Q: |
When will my free trial expire? |
| A: |
Briefing.com offers a free trial period for all its services. The free trial period varies by product and when you signed up for the trial. |
Billing
| Q: |
When will Briefing.com charge my credit card? |
| A: |
Your card will be charged the first day of the month after your free trial period. During the free-trial period, a subscriber may cancel their subscription at any time, at no cost by sending an e-mail to
service@briefing.com or calling 800-752-3013 during Briefing.com normal business hours (Monday thru Friday from 8:00 am to 6:00 pm EST). |
Refunds
| Q: |
What is your refund policy? |
| A: |
Subscribers who have paid upfront for an annual subscription may cancel their service and receive a prorated refund if they cancel their subscription within 30 days of the end of their free trial period or renewal term. After the 30 day period, subscribers will not be entitled to any refund, reimbursement or other credit. |
Changing an Account
| Q: |
How can I make changes to my Briefing.com account? |
| A: |
You can contact our Customer Service department by phone at 800-752-3013, 312-670-4463, or 650-347-2220. Or send an e-mail to
service@briefing.com to make any changes to an existing account. |
Technical Assistance
Log-In
| Q: |
Why am I getting an error message when I log in telling me that my username and password are already in use? |
| A: |
Someone may be sharing your password. For your security, we restrict simultaneous logins. You will need to delete your login session to solve this issue, which you can do by following the "click here" link that appears within the error message that you receive when you try to log in with multiple sessions. Upon clicking this link it will take you to a screen confirming that your session has been deleted.
If you continue to see this message, cookie files may be blocked by your browser. Cookies are text-files that are downloaded from websites and are used for webpage settings, shopping carts, and in this case, authentication.
When your page is looking to update from the server, the server looks for that cookie to authenticate. If it is blocked, you will not get updates and may be flagged for username/password. Since you're already logged in, you get the error that your session is already in use.
Try optimizing your browser via the steps below to see if that resolves your issue:
Microsoft Internet Explorer 6.0 and Higher
- Go to the Tools menu at the top of your browser.
- Scroll down to Internet Options.
- Click the Privacy tab.
- Click Sites button.
- Type www.briefing.com into the text-box and press Allow.
- Press OK.
- Press OK again on Internet Options page.
You may have to login again for changes to take effect.
Cookies can also be blocked by Toolbars installed on your browser or anti-spyware programs such as Zone-Alarm, Norton Internet Security, Ad-aware and others. Please make sure that Briefing.com is in your exception list for any of these programs.
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| Q: |
When clicking login, why does it return to the same login page? |
| A: |
Your date and time may be off on your computer. If you are using a Windows operating system, do the following:
- Double-click on the time found on the bottom right of the Windows taskbar
- Set to current date, time and time zone.
- Click OK.
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Live In Play
| Q: |
I am not always seeing the latest headlines on Live In Play and/or my Live In Play does not seem to be updating. What's wrong? |
| A: |
Most likely, your browser settings are not set up such that your browser is not checking for the latest pages. Perform the following steps, based on which browser you are using.
Please note that Safari and Chrome browser settings are similar to Microsoft IE 6.0 and higher.
Microsoft Internet Explorer 6.0 and Higher
- Go to the Tools menu.
- Select Internet Options.
- Press the Settings button in the middle of the first screen.
- Under Check for newer versions of stored pages, select Every visit to the page.
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| Q: |
I am getting a blank page when I log in to Live In Play. Why is this happening? |
| A: |
If you are using Internet Explorer, please click on the refresh button. If you are using Firefox, reload your page. If one or two refreshes/reloads do not address the issue, please make sure to close your browser and log back in again. You might also try clearing your cache on your PC.
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| Q: |
When I try to access archived information on Live In Play, I get a pop-up blocker. What should I do? |
| A: |
Pop-up ad blocking programs can affect how you view Briefing.com's content. Please disable your pop-up blocker and ensure that Briefing.com is an allowed site.
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Audio Alerts
| Q: |
I do not hear any audio alerts, but I do hear other sounds on my system. What's wrong? |
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You may not have your browser set up to play WAV files correctly. Please visit Microsoft's
Windows Media Player page and install the latest version available for your operating system.
Also, downloading Real Audio Player and other media software can interfere with your Internet browser's ability to play Windows audio files. There is an easy resolution for this.
- Go to your Start menu and click Run.
- Type wmplayer and click OK.
- Click Tools (at top of page) and scroll down to Options.
- Click the File Types tab (at top of page).
- Check the box for Windows audio file (wav).
- Click Apply then OK
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| Q: |
I hear an annoying clicking sound whenever the page refreshes, any way to turn it off BUT leave the rest of the sound working for alerts and other programs? |
| A: |
If you have a Windows operating system, do the following:
- Click the START button on your task bar.
- Go to Settings and select Control Panel.
- Double click the Sounds icon in Control Panel.
- In the Events box at the top, scroll down to Windows Explorer.
- Select Start Navigation.
- In the Sound area, there is a drop-down box below NAME. Click this drop-down box, go to the top of the list, and select NONE.
- Click OK.
- Close Control Panel.
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Browsers
| Q: |
Which browser versions are compatible with Briefing.com? |
| A: |
Our testing and user feedback have found that Microsoft Internet Explorer 6.0 and 7.0, Firefox 2.0 and higher, Safari 3.0 and higher, as well as the new Chrome browser all work well. We do not recommend using Netscape as some versions will not support certain visual enhancements. In addition, Internet Explorer 8.0 is not yet supported.
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Mobile
| Q: |
What do I need to access Briefing Mobile? |
| A: |
You need one of the following mobile devices (iPhone OS 3.0 or higher, Android 1.5 or higher, Palm webOS 1.0.3 or higher, Blackberry OS 4.6 or higher,
Windows Mobile OS 6.1 or higher) and make sure that JavaScript and cookies are enabled. |
| Q: |
My mobile device is not listed above, will it work on Briefing Mobile? |
| A: |
Briefing Mobile may work on other mobile devices, however we are only providing support for devices listed above. |
| Q: |
How can I tell which operating system my mobile device is running? |
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iPhone
- On the home screen, select Settings.
- Select General.
- Select About.
- The Version has to be 3.0 or higher. If it’s not, upgrade it through iTunes by synchronizing your iPhone with your computer. You can get additional help from your local Apple or AT&T store.
Android
- This is different for every phone, but all new Android phones ship with the latest software that is compatible with Briefing Mobile.
Palm WebOS
- Every Palm Pre is shipping with a newer version than we require, and older phones get automatically upgraded by the carrier over the air.
Blackberry
- Options then About
- This needs to be version 4.6 or higher to work.
- If your Blackberry OS is version 4.5 or lower, you should contact your phone carrier to get the latest available version. In some cases, your carrier may not have 4.6 or higher available for your device.
Windows Mobile
For touch screen devices
- Tap Start, tap Settings, tap System, and then tap About.
- Note: System may appear as a tab at the bottom of the screen.
- The first line displays the name and version of the Windows Phone.
- This needs to be version 6.1 or higher.
For non-touch screen devices
- Tap Start, tap Settings, and then tap About.
- Note: If you do not see Settings, tap All Programs, and then scroll the list of programs to find Settings.
- Note: If you do not see About on the Settings screen, tap More to display additional settings.
- This needs to be version 6.1 or higher.
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Contact
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