Support

FAQ

Q.
I have a cooking question about a recipe!

A.

Use the “Ask a Question” function, located directly underneath the video on the app, to send a question to Panna’s culinary team. You’ll receive a response within 24 hours. Alternatively, you can email your question to editor@pannacooking.com to reach the same team.

Q.
Panna Classes, a new option for Panna Customers

A.

Panna Classes are a separate purchase from a Panna subscription and the hundreds of recipes our subscribers have access to.

A Panna class focuses on one theme and contains multiple recipes.

The complete button and check marks are just ways for customer to keep track of where they are in the lesson.
SO in a class – if you click on the recipe, after the summary, you can click the complete button to mark that you have gone through that recipe. Think of it like a bookmark. You can also unclick it.

You can easily see and access all your classes in your Account. Select  Account and then select ‘My Classes’.

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Q.
Managing your Panna free trial

A.

IF you fail to cancel the free trial before the end of the free trial, your subscription will start. All digital sales are considered final. You must cancel at least 24 hours before the end date to ensure cancellation.

If you purchased your subscription on your Apple device then you must manage that subscription on your Apple device thru the Panna app or through iTunes.

If you purchased your subscription on your Android device then you must manage that subscription through your Google Play account.

If you signed up on our website, you can easily manage your subscriptions on our website, www.pannacooking.com. Your web subscription renewal is controlled through your account page. On the website, there is a menu under the icon of a person in the top left. Click on “Account” then on the word “Subscription”.

You can cancel out only during the free trial period. You must do this at least 24 hours before the end of the trial. You can use the free trial for the full allotment of time.

All accounts are setup to renew as a default setting. All digital sales are final.

Q.
I am having trouble and none of the FAQ’s solve my problem.

A.

Please fill out the form below and we will get back to you within 48 hours. Please give full name and how you signed up.

Q.
Why am I being asked to subscribe on my iPhone/iPad? I have a subscription.

A.

Try these steps to restore your access:

Load the Panna app.

Go to Account in the menu in Panna

Scroll down and tap on subscription and then select the “restore purchases” option.

This action will grab your subscription info from iTunes.

If that doesn’t work:

Go ahead and delete the app, then go to the app store and reinstall it.

Next load the app.

Wait a 15 seconds then select “I’ve used Panna before”

Then on screen that says already a Panna User select “restore purchase from App Store.”

Q.
Where are my saved recipes?

A.

Your saved recipes are under your account in “My recipes”.

On the website, hover your mouse over your name and the account menu will appear. Click on “My Recipes”.

On the app, tap on “Account” then swipe until you see “My Recipes” and tap on that.

Q.
I can cancel the free trial but once my subscription starts, why can only cancel the auto-renewal for next year?

A.

To ensure our customers are happy with Panna, we offer a Free Trial as the start of all subscriptions. Customers can cancel within that free trial period, up until 24 hours before the end of that free trial. Once the paid subscription starts, customers can cancel the auto-renew for next year. Per our terms of service, all digital sales are final. Canceling the auto-renew for next year does NOT cancel your subscription.

Q.
Took out free trial through the Panna App on my Apple device. How do I cancel?

A.

If you’ve purchased your subscription via iTunes on your Apple device, then you must manage that subscription on your Apple device thru the Panna app or through iTunes. Or call Apple iTunes support.

How do you manage your subscription:

Tap on the Account menu selection in the Panna app. Then swipe till you see ‘Subscription”. Then tap on the words “manage subscription in Itunes” that will bring you to iTunes where you will see the cancel subscription button.

All accounts are setup to renew as a default setting.

 

 

Q.
Can I cancel my free trial and still use Panna for the full trial period?

A.

YES. If you want to cancel on the first day of your free trial, go ahead! You still get to use Panna Cooking for the full trial period.

Your membership or subscription might renew if you don’t cancel your membership or subscription more than 24 hours before your renewal date.

Q.
My Panna app is not working on my Apple device.

A.

You might try rebooting your phone. OR Delete the app and reinstall.

iPhone7 (and newer): Press and hold both the Sleep/Wake and Volume Down buttons at least ten seconds, until you see the Apple logo.

All other devices: Press and hold both the Sleep/Wake and Home buttons for at least ten seconds, until you see the Apple logo.

OR

Try these steps to restore your access:

Load the Panna app.

Go to Account in the menu in Panna

Scroll down and tap on subscription and then select the “restore purchases” option.

This action will grab your subscription info from iTunes.

If that doesn’t work:

Go ahead and delete the app, then go to the app store and reinstall it.

Next load the app.

Wait a 15 seconds then select “I’ve used Panna before”

Then on screen that says already a Panna User select “restore purchase from App Store.”

Q.
How do I control my subscription renewal on the website?

A.

If you purchased your subscription on your Apple device then you must manage that subscription on your Apple device thru the Panna app or through iTunes.

You manage web subscriptions on our website www.pannacooking.com or through the Panna app. Your web subscription renewal is controlled through your account page. On the website, there is a menu under your name in the top left. Click on “Account” then on the word “Subscription”.

All accounts are setup to renew as a default setting. All digital sales are final.

Q.
How do I cancel when I signed up for the free trial?

A.

If you are iTunes subscriber, you can ONLY manage your subscription in the Panna app on your Apple device or through iTunes.

If you are a web subscriber, you can manage your subscription through our website or through the Panna app. Your subscription renewal is controlled through your account page. Please log in to www.pannacooking.com and click on your name then on account. You will then see the account page. Click on the word CANCEL next to line giving the start of the subscription.

Your subscription might begin if you don’t cancel your membership more than 24 hours before the end of your free trial. You can cancel anytime before that point, and still use Panna for the duration of the free trial. Once the free trial is over, all you can do is turn off the auto renewal for the next year.

All accounts are set up to renew as a default setting.

Q.
Does my subscription automatically renew?

A.

Yes, it does until you turn it off. All subscriptions are set up to renew by default. Please go to your Account to manage.

Q.
Can I cancel my subscription and receive a refund?

A.

Per our terms of service agreement agreed to on signup all digital sales are final.

We offer new customers a free trial period, which they can cancel before the subscription starts. Your subscription might start if you don’t cancel your membership/subscription more than 24 hours before the end of your free trial. Please fill out the form below if you would like to contact us with questions or concerns.

Q.
If I subscribed through iTunes on my iPad/iPhone, can I access the content on the website?

A.

Yes. But you must have created an account in the app sign up process. It is not required. If you can’t remember, simply launch the Panna app and tap on Account and tap My Profile. If you don’t have an account, it will give you a create an account page. If you do have an account, yay! Go to our website, www.pannacooking.com, and sign in.

Q.
I purchased a subscription on my iPad through iTunes. How do I manage my subscription to the Panna app?

A.

If you purchased your subscription on your Apple device then you must manage that subscription on your Apple device thru the Panna app or through iTunes.

In Panna, go to Account on the menu, swipe to get to the Subscription section.

Q.
What is the difference between buying a subscription through the Panna app on iTunes and buying a subscription on the Panna website?

A.

If it’s convenient, please use www.PannaCooking.com to sign up. We have an easy and secure checkout process, and if you run into any trouble, we can assist you quickly and easily via email with any purchases, issues, or customer concerns. You’ll be able to synchronize all of your content between the mobile app and the website.

Q.
Can I access Panna content if I don’t have a subscription?

A.

You need an active subscription to access our full Panna content on our app and our website. We offer some free content without a subscription, and you see a short trailer for each recipe.

Q.
If I subscribed on the Panna website – can I use the Panna app on my iPad or iPhone?

A.

Yes. Simply download the free app, select “I’ve used Panna before” then select “Use Panna Account” then enter your email and you Panna password.

Q.
Are purchases of digital gift cards returnable?

A.

Gift Cards are not returnable after purchase (except as required by law).

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