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Big Finish - For the Love of Stories

Launch Day

Firstly, welcome to the new Big Finish Website!

As we move from our previous store to this new one, there are some steps we have to take to ensure that everything is working for both our new and existing customers. Some helpful information on how to navigate the new website can be found here. Below are a few key points relating to the launch process and what to expect over the next few days.

  • The new website is now fully operational. During these first few hours we expect a lot of traffic as customers explore and check their libraries. We don't expect any issues, but are monitoring for any errors and will address them as quickly as possible.

  • The old website has not been deleted, so you can rest assured all of your data and download libraries are safe and will not be touched until we are sure that everything is where it needs to be.

  • You can login with your existing email address and password as this has been kept.

  • Note for our subcribers: Some subscriber only supplementary media will not be available immediately as migrating this across is a detailed task, and to ensure accuracy, is being held until after the initial launch. We appreciate your understanding and patience in the meantime.

  • The new website includes a number of additional features, however there are some that exist on our old website including You've Got This, that are being reviewed before being re-introduced on the new platform. They will return, but we want to ensure they enhance the customer journey before being released. We will share updates on such developments in the following days and weeks.

  • Wishlists have been migrated from the old website to the new and you should find those in your account pages.

App Users


UPDATE 3/7: The iOS app update has now been released. To ensure the best experience, please log out of your account before updating the app. This will mean you will need to re-download content to listen. With lots of customers likely to access their accounts at a similar time, we strongly recommend you do not download multiple titles simultaneously as this will impact download speed for all customers. As this is an incremental update to ensure customers have access to their libraries, we have not changed the fundamental build of the app. This means that the issues around CarPlay experience have not been fixed as yet. We will be addressing this in future updates.

UPDATE 7/7: We are still waiting approval for the update of the Android app. We appreciate that this is frustrating however we were unable send the app for approval until the data migration was complete, and as such are now in the hands of the Google store to release this.

In this interim period, your offline content will still be available but you will be unable to download new content from your library on the app. All content will be accessible through the website, so you will be able to see that your downloads are all still there.

Post Launch Questions - Fixes

  • How can I see my library on the mobile version of the website? We appreciate your feedback on this will be looking at making this more accessible. Whilst we work on this, please see the guide below on how to access your downloads on the mobile version of the website.
  1. Go to the website
  2. Tap on the three horizontal lines in the upper left corner
  3. Tap on 'Log In' (bottom of screen)
  4. Log in to your account and tap 'sign in'
  5. Tap on the three horizontal lines again
  6. This is the tricky bit - on the next screen, you should see 'Audiobooks', Collections', and then eventually, a horizontal line, under which you should see 'Theme’ (icon), ‘Currency’ (drop down menu).
  7. Place your finger just above that horizontal line on the screen, and 'move' the screen up... you should be able to scroll to reveal 'My account' (it's just under 'Contact'). Tap on the arrow you see next to 'My Account'. DON'T tap on the words 'My account' - tap on the arrow!
  8. That should take you to a page that shows the following: Overview, Downloads, My Orders, Need Help?, My Details, Wishlist, and Sign Out. Tap on 'Downloads'.
  9. That should take you to your Account Page showing you your library.
  • The sort and filter in the download library isn't working properly. This is being looked at and we will update once a fix is in place.

    UPDATE 3/7: New to old and old to new sort should now be correctly ordering library by release date and not purchase date.