The Charlotte Observer FAQs

Q: How can I contact The Charlotte Observer?

Visit "Contact Us" link for more information.

Q: What does my subscription include?

Your subscription to The Charlotte Observer now includes the printed newspaper and unlimited access to all content on our newspaper's website (charlotteobserver.com), our mobile site (m.charlotteobserver.com), our iPhone and Android smartphone apps, and our electronic replica edition (E-Edition). The Charlotte Observer+ bundles all the ways you can read The Charlotte Observer's content into one All Access package. To access your Charlotte Observer+ digital access account, visit the link http://www.charlotteobserver.com/plus/.

Q: How do I log into my subscription account here the first time?

Click "Register" in the menu bar and follow the instructions provided.

Q: What do I do if I experience problems with The Charlotte Observer website?

If you experience a problem navigating our sites, please use the email provided at this link (http://www.charlotteobserver.com/customer-service/contact-us/). Describe the problem including the steps you took leading up to it, how often it occurs, and the exact text (with error number if available) of any error message you receive. Any information you provide will help us find a solution more quickly.

Q: What if I forget my password?

If you forget the password to access your subscription account here, please use the Forgot Password link on the Login page. You must be able to provide the phone number or email address associated with your subscription account. A temporary password will be emailed to you.

If you forget your password for your Herald+ account, visit the link http://www.charlotteobserver.com/plus.

Q: How do I change my password?

Login and click on "Contact Info" in the menu bar and follow the instructions provided. You will be prompted for your current and your desired new password.

Q: What subscription customer services are available in here?

• Start a subscription
  
• Upgrade your subscription
• Place your subscription on Vacation Hold
• Report a Service Issue
• Make a one-time payment or enroll in EZPay.
  Enroll in EZPay (automatic renewal) through credit card or bank draft. No more due dates to remember, no more postage and no more checks to write. Major credit cards accepted.
• Tip your Carrier or donate to Newspapers In Education
• Review your subscription account history

Q: How will I be billed for my newspaper subscription?

If you enroll in EZPay, you will not receive a bill. Your credit card or bank account will be charged automatically.
If you choose to be billed through the mail, you should receive your renewal notice two to three weeks prior to your subscription expiration date. All subscription payments are due upon receipt of your renewal notice. Your subscription may be extended for a limited time (grace period) after expiration unless you notify us otherwise.

Q: If I go on vacation how will I temporarily suspend delivery of my newspaper?

Login and click on "Vacation Holds" to notify us of your vacation stop and restart dates. If you notify us in advance, we will suspend delivery of your newspaper while you are away. Here are some other options:

• Vacation Pack: We can have your carrier hold your papers while you are away and deliver all of them upon your return and resume delivery. (We must limit this to two weeks, however.)
• Vacation Stop with NIE Donation: You can donate the value of your newspapers to our Newspapers in Education (NIE) program, which provides funding which allows us to provide educators with copies of the newspaper (in print or digital replica) to use in the classroom.
• Vacation Will Call: Not sure when you will return? No problem. We can suspend your service until you contact us to resume delivery.

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 at 1-800-532-5350.

Q: How do I report a problem with my newspaper delivery?

Log in and Click on "Delivery Feedback" if your newspaper is missing, damaged or incomplete. Or you may call Customer Service at 1-800-532-5350. Your account will be credited for that day's delivery if redelivery is unavailable. Most customers can expect newspaper delivery by 6:00am Monday-Saturday 7:00am on Sundays. However, delivery in rural areas could be later as routes are longer. Redelivery is only available on Sunday in Mecklenburg county. If you live in our redelivery area and report a problem before 9:00am Sunday only, we can send a replacement copy to you or you can receive credit.

Q: Are there any terms and conditions to my subscription offer?

For your convenience, your subscription will automatically renew after the initial term at the current rate unless you tell us to cancel. All subscriptions include applicable sales tax. Our content is delivered to you by various methods and formats. We reserve the right to substitute the delivery and format of your print subscription with only an eEdition (digital replica of a print edition) at any time. Notice of delivery and format changes, except those caused by inclement weather, will be given at least 30 days in advance. Notice of rate changes will be mailed or emailed to the subscriber billing/email address at least 30 days in advance of the change. Any past due balance may be deducted prior to the subscription start. By providing your phone number and email address, you give The Charlotte Observer and its vendors permission to contact you. Payments and credits will extend your expiration date. There is a one-time activation fee of $9.99 for new starts. Digital subscriptions include charlotteobserver.com, iPad apps, smartphone apps, mobile websites and e-Edition. Smartphone apps are not supported on all devices; does not include Kindle, or Nook edition. Digital access requires activation at charlotteobserver.com/activate. All subscriptions will include delivery on Thanksgiving Day. You can cancel at any time by contacting our customer service center at 1-800-532-5350. Your subscription is subject to the Terms of Service at http://www.charlotteobserver.com/terms-of-service.