|The Times FAQs|
|Here are answers to some frequently asked questions|
Q: How can I contact the The Times?|
Visit "Contact Us" link for more information.
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 The Times 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. The information you provide will help us to find a solution more quickly.
Q: What customer services are available?
You can request the following services online:
o Review activity on your account
o Report a service issue
o Suspend and restart delivery of your newspaper
o Donate to the Newspaper in Education Program
o Register a service complaint
o Make one-time or continuous credit card or bank draft payments
o Start a new subscription or restart an old stopped subscription
Q: If I go on vacation and wish to temporarily suspend my newspaper, will my account be credited?
If you notify us in advance, we will suspend delivery, and credit your billing period for the time you are away. Proceed to "Temp Stops and Restarts" to notify us of your vacation and to stop and restart home delivery. The lead-time to suspend an order varies by area. In most areas, suspensions can take effect in two days or less from the date you make the request. If you prefer, you can donate your vacation copies to students, through our Newspaper in Education program. You will be billed as usual for the period. For each copy you donate, four students will receive their own copy of the The Times. To donate your vacation copies, proceed to "Temp Stops and Restarts" and choose the NIE donation option.
Q: What should I do if my newspaper does not arrive or if sections are missing?
Log in and proceed to "How Are We Doing?" if your newspaper has not arrived by the guaranteed delivery time (5:30 P.M. Monday through Friday; 11:30 A.M. on Saturdays). Also, you may notify us of missing or damaged sections on this page as well. In most areas, if we receive your request before 11:00 A.M. we can redeliver another paper or the missing sections to you the same day. If you would like a redelivery, call us at 1-815-433-2003. Otherwise, we will apply a credit to your account. Only credits for the same day can be obtained on this site. Credits for missing deliveries for previous days must be requested from a customer service representative or by e-mail us at The Times. Be sure to include your name, delivery address, and home phone number in your e-mail, and the words MISSED PAPER CREDIT in the subject line. Otherwise we will extend your account accordingly for a missed delivery that day. To receive an account extension for a missed delivery from a previous day you must contact the Customer Service department by calling1-815-433-2003 or by email at The Times.
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: Where can I purchase another subscription?
You can purchase these items by visiting the New Subscription link on your main menu or the Not a Subscriber? link on the Login page.