|The Free Lance-Star FAQs|
| ||Here are answers to some frequently asked questions|
| ||o General|
| ||o Subscription|
Q: How can I contact The Free Lance-Star?|
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 use this form to send a message describing it in as much detail as possible, including the steps you took, how often it occurs, and the exact error message that you receive. The information you provide will help us to quickly find a solution.
Q: What customer services are available?
You can request the following services online:
o Review activity on your account
o Report a late or missing newspaper
o Report missing or damaged sections
o Suspend and restart delivery of the newspaper
o Register a service complaint
Q: How do I temporarily suspend my newspaper while on vacation?
If you notify us in advance, we will suspend delivery of your newspaper. Proceed to "Temp Starts & Stops" 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.
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 delivery deadline time (5:30 A.M. Monday through Friday; 7:30 A.M. on Weekends). Also, you may notify us of missing or damaged sections on this page as well. In most areas, if we receive your request before 10:00 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 540 374 5002 or 800 877 0500 X 5540. 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 email@example.com. 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 calling 540 374 5002 or 1-800 877 0500 X 5540 or by email at firstname.lastname@example.org.
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 by calling 540-374-5002 or 800-877-0500 X 5540 or by email at email@example.com.
Q: Where can I purchase another subscription?
You can purchase another subscription by visiting the Add New Subscription Link on your main menu or the Not a Subscriber? Link on the Login page.