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Frequently Asked Questions

General

Q: How can I contact the Florida Times-Union?

If you are a subscriber and have an issue with your subscription or home delivery, visit our circulation "Contact Us" link. Once you log in, it will look up your account number and other details so that we may serve you quickly and efficiently.

If you want to contact us about the news department, advertising, or any other non-subscriber issue, use one of the solutions on our general "Contact Us" page.

Q: Why do I need to register my account?

By registering your account, you are creating a password only known by you to access our online subscription customer services. Then you can manage your subscription securely at your convenience.

Q: What customer services are available?

You can request the following services online:
  • Review activity on your account
  • Report a service issue
  • Suspend and restart delivery of your newspaper
  • Donate to the Newspaper in Education Program
  • Make one-time or continuous credit card or bank draft payments
  • Start a new subscription or restart an old stopped subscription

Q: What if I forget my password?

If you forget your password, please use the "Forgot Password?" link on the Login page.

Q: How do I change my password?

Login and proceed to "Change Account Info". You will be prompted for your current and your desired new password.

Q: Whom do I contact and what information do you need me to send when I discover that there is a problem with your Web site?

If you experience a problem navigating our sites, please email us at Florida Times Union <webmaster@jacksonville.com> and describe in as much detail as possible, including the steps you take leading up to it, how often it occurs, and the exact text of any error message that you receive. We also need to know information about your computer, tablet or smartphone (make, model, Web browser, etc.)

It helps if you can provide a link to the page where you found the problem. The information you provide will help us to find a solution more quickly. For your security please do not include your password in the email.

Digital Subscription

Q: How can I purchase a digital subscription?

You can sign up for a digital subscription by visiting our All-Access page. If you are a current print subscriber, digital service is included at no extra charge. We also offer several digital-only packages.

Q: What do I use to login and view my digital subscription?

At this time, our digital subscriber system and our print subscriber system are separate and may use separate passwords, but your email address should be your login for both of them. We hope to unify and simplify this in the future.

Print Subscription

Q: If I go on vacation and wish to temporarily suspend home delivery of my newspaper, will my account be credited?

With advance notice, we can:
  • Hold your newspapers while you're away and deliver upon your return.
  • Suspend delivery and credit your account for the time you're away.
  • Donate the value of your vacation copies to our Newspaper in Education or Meals on Wheels programs.

Proceed to "Vacation Holds" to notify us of your vacation.

Q: Is it necessary to call to restart my subscription after it has been temporarily suspended?

If you provide a restart date when you suspend delivery you do not need to call again to restart your delivery. However, if the restart date has changed, or was not provided when the account was suspended, you will need to speak to a customer service representative.

Q: What should I do if my newspaper does not arrive or if sections are missing?

Log in and proceed to "Delivery Feedback" if your newspaper has not arrived by the guaranteed delivery time (6:00 a.m. Monday through Friday; 7:00 a.m. Saturday and Sunday). Also, you may notify us of missing or damaged sections on this page as well. In most areas, if we receive your request before 9 a.m. Monday through Friday, before 10 a.m. Saturday, and before noon on Sunday, we can redeliver another paper to you the same day. You may also choose to have your account credited.