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Subscriber Services FAQ


Subscriptions

 


Home Delivery

 


tampabay.com

 


e-Newspaper

 


Account Management

 

Answers
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Q. What are my Tampa Bay Times subscription options?


A. There are two subscription options available for Tampa Bay Times subscribers:

1. Total Access – A Total Access subscription provides you access to all our content - anytime, anywhere. Total Access includes:

Home Delivery of the Tampa Bay Times
∙ Daily (7-day), Weekend (Thurs-Sun), or Sunday
∙ Exclusive coupons and inserts

Plus unlimited digital access to:
∙ tampabay.com
∙ e-Newspaper – Tampa Bay Times digital replica
Times mobile app for breaking news and weather alerts
∙ PolitiFact's Settle It! app
∙ Day Starter daily email
∙ PLUS! 52 weeks of unlimited digital access to The Washington Post*

2. Digital Access – A Digital Access subscription includes unlimited digital access to:
∙ tampabay.com
∙ e-Newspaper – Tampa Bay Times digital replica
Times mobile app for breaking news and weather alerts
∙ PolitiFact's Settle It! app
∙ Day Starter daily email

*Tampa Bay Times Total Access subscribers are eligible for unlimited digital access to The Washington Post - America's best political report - for free for 52 weeks. Benefit available through an agreement with The Washington Post and is subject to change or cancellation at any time without prior notice. Benefit available to current Tampa Bay Times Total Access subscribers who activate their subscription on tampabay.com and is non-transferable. Limit one free Washington Post Digital Premium subscription per person. Additional restrictions may apply. You will receive a separate email to redeem your Washington Post offer once your Times account has been activated.

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Q. What is included in unlimited digital access?


A.  Tampa Bay Times unlimited digital access provides unlimited access to tampabay.com – including all online articles, blog posts, videos, slideshows and other multimedia features – from any computer, tablet or mobile device; unlimited access to our e-Newspaper (an exact digital replica of our newspaper) including every article and photograph in all editions; Times app for breaking news updates and weather alerts; PolitiFact’s Settle It! app to look up Truth-O-Meter fact-checks from PolitiFact.com and 5 years of searchable archives.

A few highlights of tampabay.com: a look that makes better use of photos and video; personalization features such as “My Edition” (your own page personalized to your interests); improved navigation and a smarter site search to help you find what you’re looking for faster.

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Q. How do I get a Total Access or Digital Access subscription?


A. It's simple: Click “SUBSCRIBE” under the subscription options. You will be asked to enter your ZIP code to get details about subscriptions available in your area.

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Q. What if I already have a home delivery newspaper subscription to the Tampa Bay Times? Do I now have unlimited digital access?


A. Yes. All home delivery subscribers now have Total Access that includes unlimited access to tampabay.com, mobile apps, and the e-Newspaper. Go to tampabay.com/subscribe to activate your subscription for digital access, or if you have already registered your subscription in Subscriber Services, simply log in.

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Q. I already have a Digital Access subscription. How do I change to a Total Access subscription?


A.  Please contact our Customer Service department at custserv@tampabay.com or call 1-800-888-7012 to upgrade to a new subscription.

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Q. I have a subscription to the e-Newspaper digital edition. How do I add unlimited access to tampabay.com?


A. All existing e-Newspaper subscriptions now include unlimited digital access to tampabay.com, mobile apps and the e-Newspaper. Use the same login to access tampabay.com.

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Q. I have a subscription to the Tampa Bay Times on my Kindle. Does this give me unlimited access to tampabay.com?


A.  At this time, we're not able to connect an Amazon Kindle subscription to a tampabay.com subscription. Each must be purchased separately. You can access the e-Newspaper on a Kindle with a Total Access or Digital Access subscription.

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Q. How do I log in to tampabay.com and the e-Newspaper after I purchase a subscription?


A. If you purchase your subscription online or have already registered your account on Subscriber Services, you will use the email address and password set at registration to log in to tampabay.com and the e-Newspaper. You don't have to do anything else except log in for “UNLIMITED ACCESS.” If you have not registered in Subscriber Services, go to tampabay.com/subscribe and click on “ACTIVATE NOW." Follow the instructions for “Account Registration.”

To log in to tampabay.com click "login" at the upper right corner of the tampabay.com homepage. Once you log in for “UNLIMITED ACCESS,” you're set for future use of the site on that device. If you subscribed on one computer and would like to sign in at a different computer (e.g. home and work computers), simply log in on that device. If you don’t log into a device or clear your log-in data, you may be asked to subscribe. If that happens, simply click the "login" button on that screen and log in.

To access the e-Newspaper after registering, go to tampabay.com/subscribe and click on the “login” button under “ACCESS e-Newspaper," click the e-Newspaper link at the upper right on the tampabay.com homepage or go to eedition.tampabay.com. For access to the e-Newspaper apps for iPad and iPhone, download the app through the Apple app store. For access to the e-Newspaper app for Android, download the app through the Google Play or Amazon store.

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Q. How do I access the apps included with my subscription?


A. To see all our available apps go to tampabay.com and click on “apps” in the upper navigation bar on the left side.

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Q. How do I redeem the unlimited digital access to The Washington Post offer?


A.  Tampa Bay Times Total Access subscribers are eligible for unlimited digital access to The Washington Post - America's best political report - for free for 52 weeks. This benefit is available through an agreement with The Washington Post and is subject to change or cancellation at any time without prior notice. The benefit is available to current Tampa Bay Times Total Access subscribers who activate their subscription on tampabay.com and is non-transferable. The limit is one free Washington Post Digital Premium subscription per person. Additional restrictions may apply. If you purchase your subscription online or have already registered your account on Subscriber Services, you will automatically receive a separate email to redeem your Washington Post offer. If not, your redemption email will be sent once your Times account has been activated. Go to tampabay.com/subscribe and click on “ACTIVATE NOW." Follow the instructions for “Account Registration” to activate your account.

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Q. What is the Day Starter email?


A. The Day Starter email delivers today's top headlines from the Tampa Bay Times to your inbox every morning around 6:00 a.m. It is included in your subscription if you supply an email address. You can click on the links to tampabay.com to read the stories listed or click to access that day’s e-Newspaper, a digital replica of the printed paper.

If you have not received the Day Starter or would like to sign up for one of our other emails, go to email newsletters.
To unsubscribe to the email, simply click the unsubscribe link at the bottom of the email. Unsubscribing will not affect any other benefits that come with your subscription.

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Q. If I have a computer at home and a computer at my office, do I need to purchase two digital access subscriptions?


A.  No. You can log in using your account username and password from wherever you access the Internet. If you subscribed on one computer and would like to sign in at a different computer (e.g. home and work computers), go to tampabay.com and click "login" at the top right of the page. Once you login for “UNLIMITED ACCESS,” you're set for future use of the site on that device.

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Q. How will Digital Access subscriptions be billed?


A. We accept major credit cards. Your subscription renews automatically every 8 weeks and you are charged in advance of each billing cycle on your credit card unless you cancel.

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Q. What is the cancellation policy for Digital Access subscriptions?


A. You may cancel your subscription at any time. When you cancel, we will stop charging your account the following billing cycle. Your unlimited access will continue for the remainder of the current 8-week period. Afterward, you will still be able to view 15 pages per 30-day period on tampabay.com at no charge, just like any other visitor.

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Q. What is the easiest way to email a question or offer feedback on my subscription?


A. Send an email to custserv@tampabay.com. Please allow up to 48 hours for a response.

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Q. What if I already have a print newspaper subscription to the Tampa Bay Times? Do I receive a home delivery discount for a digital subscription?


A. Yes. All home delivery subscribers now have Total Access that includes unlimited access to tampabay.com, mobile apps and the e-Newspaper. Go to tampabay.com/subscribe to activate your subscription for digital access, or if you have already registered your subscription in Subscriber Services, simply log in.


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Q. What time is the paper usually delivered?


A. In most areas, the paper will be delivered by 6:00 a.m. on weekdays, 7:00 a.m. on Saturdays, and 8:00 a.m. on Sundays and holidays.

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Q. How do I access my subscription account information?


A. To access your subscription account information:
1. Go to tampabay.com/subscribe and click on the login under "MANAGE YOUR ACCOUNT."
2. If you are a new user: You can register by clicking the "Register" link on the navigation bar or the "New User?" link on the login page.
3. If you have already registered: Login with your email address and password used to set up your account or your account number.

Q. How do I sign up for unlimited access to tampabay.com?


A. Go to tampabay.com/subscribe, or when you've viewed 15 limited pages within 30 days, a pop-up alert will appear and invite you to subscribe.

Q. What is “My Edition”?


A. “My Edition” is your own tampabay.com page personalized to your interests. You can read stories based on your interests, follow your favorite writers and blogs, and see events based on your interests and location. To learn more and set up your own “My Edition” page, go to tampabay.com and click on “My Edition” on the navigation bar.

Q. How do I register for “My Edition” or commenting on tampabay.com?


Your subscription includes unlimited access to “My Edition” and commenting on tampabay.com. If you have previously registered for “My Edition” and commenting, you will use your same social media or legacy account to log in. If you have not registered to read “My Edition” or comment, click "login" at the upper right corner of the tampabay.com homepage and click on “REGISTER” under “COMMENT.” Once you login for “My Edition” and commenting, you're set for future use of the site on that device.


Q. I have a digital subscription, why isn’t my login to tampabay.com preventing me from hitting the meter?


A. If you have a previous social media or legacy account login on tampabay.com, please note that our log-in system for unlimited digital access has changed. You now use your same subscription and e-Newspaper log in for unlimited access to tampabay.com. If you have not registered in Subscriber Services, go to tampabay.com/subscribe and click on “ACTIVATE NOW." Follow the instructions for “Account Registration." Once you log in for “UNLIMITED ACCESS” on tampabay.com, you're set for future use of the site on that device.

Your social media login will still be used for commenting and “My Edition.”

If you already have a login, and are still experiencing difficulties, please contact our Customer Service department at custserv@tampabay.com or call 1-800-888-7012.


Q. Will I be able to use tampabay.com without paying for a Total Access or Digital Access subscription?


A. A subscription will allow you unlimited access to all content on tampabay.com and to our e-Newspaper. Without a subscription, you will have access to some content on tampabay.com including the homepage, things to do pages, PolitiFact, search, classified, cars, jobs, real estate, obits, shopping, videos, reader-submitted photos, Times-sponsored events, Times brand merchandise and all advertising. Access to other content will be limited to 15 pages every 30 days. Upon reaching your 30-day reading limit, you'll be asked to subscribe. Your subscription helps us continue to invest in our quality journalism. If you don't subscribe, your complimentary 15-page access will be reset at the end of the 30-day period.


Q. What happens if I use only a few of my "complimentary" pages when the month runs out?


A. The count starts over every 30 days, not on a monthly calendar. Unused pages do not carry over to the next 30 days.


Q. Can everyone in my household use the same digital account?


A. Yes, you may use the same account for all your family members using the same login.


Q. If I click a tampabay.com link shared on Facebook or Twitter, does it count against my 15 free page views?


A. No. Currently, if you click a tampabay.com link that we or our readers share on Facebook or Twitter, it will not count as one of your 15 free page views for 30 day period. Follow us! On Facebook: www.facebook.com/tampabaycom. On Twitter: www.twitter.com/tb_times.


Q. Can I comment or read the comments without paying for a digital subscription?


A. You may, until you reach 15 pages with limited access. After that, you'll need a digital subscription. To register to comment, go to tampabay.com and click on “REGISTER” under “COMMENT."


Q. I don’t see my email provider listed on the registration page to sign up for commenting and “My Edition." Why do I have to use a social media account or another email provider to subscribe?


A. Our system allows you to register via 11 of the most popular social networks and email providers – such as Facebook, Google, Yahoo and AOL – but we can’t provide registration through every provider. Some sites require registration only through a single provider, such as Facebook. Requiring registration with widely accepted email providers or social networks helps us authenticate comments and users.


Q. How do I make tampabay.com my home page?


A. Follow these instructions depending upon the web browser you use:

Microsoft Internet Explorer Version 7 (or higher)
Select the small black arrow beside the "house" icon.
Select "Add or Change Home Page"
Select "Use this webpage as your home page" (if you are on tampabay.com)
Click "Yes"

Mozilla Firefox 3 (or higher)
Click on Tools, then Options
Select the General icon
Where it says "Home Page", manually type the URL http://tampabay.com in the text box or, if you're already on tampabay.com, select the "Use Current Page" button.

Google Chrome 7 (or higher)
Select the wrench icon in the upper right hand corner.
Click on the "Basics" tab (select Settings for older versions of Chrome)
Under "Home Page" either type the URL http://www.tampabay in the text box of; if you're on tampabay.com, click on the "Use Current Page" button.
Click and close.

Safari Browser 4 (or higher)
Click on "General Safari Settings" on the status bar in the far right.
Choose "Preferences"
Choose the "General" icon
In the "Home Page" box, manually type the URL www.tampabay.com
Click the red X in the upper right corner to close the window


Q. What is the easiest way to email a question or offer feedback on tampabay.com?


A. Send an email to custserv@tampabay.com.


Q. What is the Tampa Bay Times e-Newspaper?


A. The e-Newspaper is an exact digital replica of the printed paper. It's not a website, but a digital reproduction of the daily Tampa Bay Times, including every article and photograph in all editions. It can be read on your computer and mobile devices*, or you can save it to your laptop. It can be viewed on a Kindle, Sony Reader, Nook reader, iPhone and BlackBerry with e-book, or read on an iPad, iPhone or Android tablet with apps downloaded from the app stores. You can also listen to articles on your computer or download them to a MP3 player. The e-Newspaper allows you to search newspapers within 1 year of the current edition by topic, person, event or keyword in seconds. You can also use a daily notification feature to email you when articles with certain keywords appear in that day’s paper. You can print and email articles and pictures.

* The e-Newspaper is not supported on all devices.

Q. How do I access the e-Newspaper included in my subscription?


A. Go to tampabay.com/subscribe and click on the “login” button under ACCESS E-NEWSPAPER, click the e-Newspaper link at the upper right on the tampabay.com homepage, or go to eedition.tampabay.com. Your same email address and password set up in Subscriber Services are used to access the e-Newspaper. If you have not registered, click on "Create New Account." For access to the e-Newspaper apps for iPad and iPhone, download the apps through the Apple app store. For access to the e-Newspaper app for Android, download the app through the Google Play or Amazon store.

Q. What time is the e-Newspaper usually available?


A. In most cases, the e-Newspaper will be available by 5:30 a.m. on your browser and apps.


Q. How do the different features to access and read the e-Newspaper work?


A. The Help icon in the version you’re reading provides information on editions, features and navigation for that device. On some mobile devices, Help is located under the ∙∙∙∙ symbol. E-reader instructions are available on the browser on your computer or mobile device at eedition.tampabay.com.



Q. What is the easiest way to email a question or offer feedback on the e-Newspaper?


A. Send an email to custserv@tampabay.com


Q. What customer services are available on the Subscriber Services site?


A.You can request the following services online:

• New Subscription – Start a new subscription
• Account History – Review recent activity on your account
• Change Bill Delivery – Change your bill delivery option to e-bill (electronic invoice delivery)
• View Your Renewals – View your actual invoice
• Make Payment – Make one-time or continuous credit card payments or change to auto pay
• Automatic Renewal Info - Update your automatic payment information
• Delivery Feedback – Report a service issue
• Vacation Holds – Put a vacation or seasonal hold on your newspaper, or change a return date
• Tip or Donation – Donate to Newspaper in Education or tip your independent delivery contractor
• My Profile – Make changes to your telephone number, email or password


Q. How do I access my subscription account information?


A. To access your subscription account information:

1. Go to tampabay.com/subscribe and click on the login under "MANAGE YOUR ACCOUNT."
2. If you are a new user: You can register by clicking the "Register" link on the navigation bar or the "New User?" link on the login page.
3. If you have already registered: Log in with your email address and password used to set up your account or your account number.


Q. What happens if my login doesn’t work?


A. Please contact our Customer Service department at custserv@tampabay.com or call 1-800-888-7012.

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Q. What if I forget my password?


A. If you forget your subscription account password:
1. Go to tampabay.com/subscribe and click on the log in under “MANAGE YOUR ACCOUNT.”
2. Click on the "Forgot Password?" link on the page.

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Q. What if I have a log in, but I can’t remember my user name?


A. Your user name is the email address you used to register your account in Subscriber Services. If you don’t remember that, contact us at custserv@tampabay.com or call 1-800-888-7012.


Q. How do I view and pay my bill on the Subscriber Services site?


A. To view and pay your bill, follow these steps:

1. Go to and tampabay.com/subscribe click on the login button under "MANAGE YOUR ACCOUNT."
2. Log in with your email address and password used to set up your account or your account number.
3. To view your renewal proceed to "Payments" and then “Renewal Notices."
4. To make a one time or automatic renewal payment proceed to "Payments" and then “Make a Payment."


Q. What if I want to change the credit card used for my account or my card has expired? How do I update my payment information for my subscription?


A. To update your payment information, follow these steps:

1. Go to tampabay.com/subscribe and click on the login under “MANAGE YOUR ACCOUNT.”
2. Log in with your email address and password used to set up your account on Subscriber Services or your account number.
3. Proceed to "Payments" and then “Automatic Renewal Info."


Q. What do I do if I want to change my password, phone number or email address?


A. To change your password, phone number or email address:

1. Go to tampabay.com/subscribe and click on the login button under "MANAGE YOUR ACCOUNT."
2. Log in with your email address and password used to set up your account or your account number.
3. Proceed to "My Profile."


Q. How do I change the print delivery days for my Total Access subscription?


A.  Currently, you must contact our Customer Service department at custserv@tampabay.com or call 1-800-888-7012.


Q. If I go on vacation, how do I temporarily suspend my print newspaper?


A. If you notify us in advance, we will suspend delivery of your newspaper for the time you are away. The lead-time to suspend delivery 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. If you placed your print delivery on vacation hold, you will continue to have uninterrupted access to your digital subscription for two weeks. If your vacation hold is longer than two weeks, then you’ll need to sign up for a Digital Access subscription for the remaining time you’ll be away.

To put a vacation hold on your home delivery newspaper, follow these steps:

1. Go to tampabay.com/subscribe and click on the login under "MANAGE YOUR ACCOUNT."
2. Log in with your email address and password used to set up your account or your account number.
3. Proceed to "Delivery Options" and then "Vacation Hold."


Q. When I go on vacation, can I put my digital or e-Newspaper access on hold?


A. Tampa Bay Times digital content is available anywhere there's an Internet connection, so we're not offering vacation suspensions for stops less than 2 weeks. When you put your print subscription on hold, your digital access will not be affected.


Q. What should I do if my newspaper does not arrive or is damaged?


A. Go to tampabay.com/subscribe and click on the login button under "MANAGE YOUR ACCOUNT." Log in and proceed to "Delivery Options" and then "Delivery Feedback" if your newspaper has not arrived by our standard delivery time (6:00 a.m. Monday through Friday; 7:00 a.m. Saturday; 8:00 a.m. on Sunday and holidays). You may notify us of wet or damaged papers on this page as well. On Sundays, if we receive your request before 11:00 a.m., we can redeliver another paper to you the same day. On other days of the week, the cut-off time is 10:00 a.m. If you report delivery issues after hours, we will apply a credit to your account and provide instant access to our e-Newspaper, an exact replica of our printed paper. Credits for missed deliveries more than 3 days in the past must be requested from a customer service representative or by calling 1-800-888-7012 or emailing custserv@tampabay.com. Be sure to include your name, delivery address, and home phone number in your email, and the words MISSED PAPER CREDIT in the subject line.


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


A. If you provide a restart date when you suspend delivery you do not need to notify us to restart your delivery. If your restart date changes or you did not give us a restart date, you can update or add a restart date by contacting our Customer Service department at custserv@tampabay.com or calling 1-800-888-7012.


Q. I want to view and pay my bill on the Subscriber Services site. How can I stop receiving printed invoices?


A. To switch to e-bill (electronic bill delivery), follow these steps:
1. Go to and tampabay.com/subscribe click on the login button under "MANAGE YOUR ACCOUNT."
2. Log in with your email address and password used to set up your account or your account number.
3. Proceed to "Payments" and then “Bill Delivery Option,” or click on the "Go paperless" link on your Account Home page.

Once you have signed up, we will no longer send you paper versions of your bills. You will receive notification that your bill is available on the Subscriber Services site at the email address on your account. Your electronic bill will look just like your paper bill.


Q. How do I cancel my subscription?


A. You must contact our Customer Service department at custserv@tampabay.com or call 1-800-888-7012 to cancel your subscription.


Q. What if I have further questions?


A. For questions about your subscriptions, please contact our Customer Service department at custserv@tampabay.com or call 1-800-888-7012.

To sign up for a Total Access or Digital Access subscription, visit tampabay.com/subscribe.

 

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