Question 1

How can I get the app?

Accepted Answer

If you have the existing Tortoise app:
– Those with “auto-updates” switched on in their App Store settings will get the update automatically.
– Those with “auto-updates” switched off will receive a notification when the update is ready to install. All you’ll need to do is find the Tortoise app in your app store and press “update”.

If you do not have the existing Tortoise app:
You can download the app for free by scanning the QR code or tapping the relevant download link below.

qr-code

Download from the App Store →
Download from the Google Play Store →

Question 2

What can I do on the app?

Accepted Answer

You’ll be able access our entire library of audio and written journalism, from our daily and weekly shows to multi-part investigations, as well as the Daily Sensemaker. Here's what you can access on our free app:
– A seamless listening experience. Enjoy the best of Tortoise journalism in high-fidelity audio. Download and add episodes to your queue, and pause and restart from where you left off.
– Read the Daily Sensemaker. Dive into insightful content every morning at 7am.
– Explore the archive. Visit the Explore section to see what's leading the news and browse collections and playlists curated by our editors.
– Personalised feed. Discover more of what you enjoy by following your favourite journalists, topics and shows.

Question 3

Is the content free to access?

Accepted Answer

Yes! With the Tortoise app, you can listen to all our audio journalism free of charge, supported by ads. 
      To unlock early and ad-free access, you can become a member for £6.99 a month.

Question 4

If I pay through the App or Google Play store, do I get the same benefits?

Accepted Answer

If you join through the App Store or Google Play, you’ll unlock early and ad-free access to all our audio journalism. To add on our written journalism, tickets to live events in the Tortoise newsroom and the Tortoise print edition, join us as a fully-fledged member on our website.

Question 5

Can I use my existing login details to access the app?

Accepted Answer

If you’ve already created an account through the Tortoise app or website, you’ll be able to sign in with your existing account.

Please note, if you subscribe through Apple Podcasts/Tortoise+, you won’t be able to use your Apple ID to sign in as the app is offered by Tortoise rather than Apple. However, you’ll be able to create an account and access our content for free.

Question 6

Does the app support accessibility features for users with disabilities?

Accepted Answer

Yes, the app supports accessible navigation as well as voiceover and talkback. Users will also
      be able to adjust the text size and access transcripts where available.

Question 7

How can I provide feedback or report issues about the app?

Accepted Answer

Please let us know what you think! To send us feedback, simply press the little Tortoise button in the top right
      corner of the Tortoise app, and navigate to the ‘Give feedback’ section. This will put you in touch with our lovely
      member services team.

Question 8

What do I get as a member?

Accepted Answer

Tortoise members receive:
– Early, ad-free and exclusive access to award-winning audio stories and investigations
– Free tickets to all our Live events, free and discounted tickets for guests
– Exclusive member-only events, hosted by Tortoise editors

Question 9

How do I join Tortoise?

Accepted Answer

To find out more about Tortoise’s full memberships, click here. You can also join us through the App Store or Google Play. Anybody can join Tortoise, so long as you’re over 16 years of age.

Question 10

How much does it cost to join Tortoise?

Accepted Answer

A Tortoise membership is £130 a year, or £40 per quarter. An under-30s membership is £60 a year and doesn’t include invites to special events.

Members who join through the App Store or Google Play Store pay £6.99 month, or £99.99 annually, and become members.

Question 11

Can I take a free trial?

Accepted Answer

Yes! You can take a 30-day membership free trial. To do so, just head to the become a member page on the website. Free trials are only available for annual memberships, not quarterly memberships.

Question 12

Do you have to be in the UK to be a member?

Accepted Answer

Absolutely not! Anybody from anywhere in the world can join Tortoise. Just bear in mind that we’re only available in
      the English language at the moment.

Question 13

How do I activate my gift membership? (If you received a printed gift card)

Accepted Answer

To activate your membership, please follow these steps:

1. Follow the link on the gift card
2. Click on the ‘Join us’ button
3. Fill in a few personal details
4. Enter the code on your gift card into the box when prompted to
5. Click ‘confirm’ and you’ll receive a welcome email shortly.

Question 14

How do I activate my gift membership? (If you received it by email)

Accepted Answer

To activate your membership, please follow these steps:

1. Open your ‘You’ve been given Tortoise membership’ email
2. Click on ‘link’
3. A pop up box should immediately appear detailing the terms of your membership (if it doesn’t, please disable any ad blockers you have installed on your computer)
4. Click on the ‘Redeem’ button
5. Fill in a few personal details
6. Click ‘Ok, done’ and you’ll receive a welcome email from us shortly.

Question 15

I’m a member. Why doesn’t it recognise this in the app?

Accepted Answer

If you signed up through the app, you will need to choose your password to unlock your full membership benefits.
You can easily choose your password by clicking ‘Forgotten your password?’ on our log-in page on either the website or the app. After entering your email address, we’ll send you an email which will tell you how to choose your password. If you can’t find it please check your junk folder! If you have any other log-in issues, just email us.

Question 16

I’m a member and I’ve forgotten my password.

Accepted Answer

You can easily reset your password by clicking ‘Forgotten your password?’ on our log-in page on either the website or the app. After entering your email address, we’ll send you an email which will tell you how to reset your password. If you can’t find it please check your junk folder! If you have any other log-in issues, just email us.

Question 17

Can I come to a ThinkIn if I’m not a member?

Accepted Answer

Yes. If you aren’t a member, tickets to our digital events cost £10 or you can join us in person at our London newsroom for £15.

Question 18

I’m a member – how do I book my place at a ThinkIn?

Accepted Answer

Log in to either our website or our app using your email address and password, then select the
      session you’d like to attend in the ‘Book’ section, and click ‘Book a ticket’. You’ll then get an email booking
      confirmation.

Question 19

How do I find out where and when the ThinkIns are happening?

Accepted Answer

You can find all our upcoming ThinkIns and events here.

Question 20

Can I take part in ThinkIns wherever I am?

Accepted Answer

Absolutely! We live stream almost all of our events so you can join from wherever you are in the world. You can also watch most of them back on our YouTube channel.

Question 21

Can I watch a previous ThinkIns if I missed it live?

Accepted Answer

Of course! To catch up on our previous ThinkIns, head to our YouTube channel.

Question 22

How do I join a Digital ThinkIn?

Accepted Answer

To join a Digital ThinkIn, register the same way through our app or website, and select ‘Digital ticket’ when prompted. You will receive a confirmation email with the Zoom link to join. Make sure you join with your full name so we know who you are and can introduce you if you would like to contribute. If you have any trouble, just email us.

Question 23

How do I join an in-person ThinkIn?

Accepted Answer

In-person ThinkIns are open to members and non-members. If you are a member, register through our app or website and select ‘In-person ticket’ when prompted. If you are not a member, guest tickets are available to buy through our ‘Book’ page for £15.

The location of the ThinkIn is included both on the ThinkIn booking page and in your confirmation email. All Newsroom ThinkIns take place in our London office, the address of which is:
Fora
22 Berners Street
London
W1T 3LP

Question 24

How can I nominate a topic of discussion for a ThinkIn?

Accepted Answer

We’d love to hear your ideas for potential future ThinkIn topics, and people who’d make good expert speakers and contributors. Please email the team with your suggestions.

Question 25

How do I know when it’s time to renew my membership?

Accepted Answer

You can find your renewal date in the My Account section of the website and the My Tortoise section of the app, but we’ll write to you before that date to let you know when your membership is due to expire, and whether you need to do anything to stay with us. Depending on when you joined and the type of membership you have, your membership may or may not renew automatically. If you have any concerns, email memberhelp@tortoisemedia.com.

Question 26

How do I update my payment details?

Accepted Answer

Go to My Account/My Tortoise > Membership in the website or app
• Click EDIT next to ‘Membership’
• Go to the ‘Membership’ tab
• Next to your active membership, click on the ‘Manage’ drop down
• Select update renewal payment method

Question 27

How do I cancel my membership?

Accepted Answer

If you signed up via the Tortoise website, please email memberhelp@tortoisemedia.com

If you signed up to Tortoise via the App Store or Google Play Store, the instructions to cancel are below.

Question 28

How do I cancel my App Store subscription?

Accepted Answer

If you registered for membership through the App Store, just follow these steps:

1. Visit the App Store on your device
2. Click on the profile icon in the top right-hand corner
3. Click on the ‘Subscriptions’ button
4. Press the red ‘Cancel subscription’ button
5. Confirm cancellation

If you’re having any trouble cancelling, please get in touch with Apple’s support team.

Question 29

How do I cancel my Google Play subscription?

Accepted Answer

If you registered for membership through Google Play, just follow these steps:

1. On your Android phone or tablet, open the Google Play store
2. Tap ‘Menu’ and then ‘Subscriptions’
3. Select Tortoise
4. Tap ‘Cancel subscription’
5. Follow the instructions

Question 30

How can I join the Tortoise team?

Accepted Answer

You can find our current vacancies over on our LinkedIn.
If you’d like, you can also send your CV to us and we’ll keep it on file.

Question 31

What are Tortoise’s privacy and cookies policies?

Accepted Answer

You can find our Privacy Policy here. You can find our Cookies Policy here.

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Frequently Asked Questions