We have proactively placed on TEMPORARY STOPS subscriptions which are undeliverable/impacted by the recent hurricane.
They will receive FREE DIGITAL access during this timeframe. Content Charges Credits will be processed automatically by our Finance team. No need to process credits.
Customers may not receive communications about this but may call asking why we stopped their account or why they can’t access digital.
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If you receive inquiries why the delivery was stopped, please handle the call with extra care.

EMPATHIZE AND APOLOGIZE for this inconvenience. Be sensitive with our customer’s situation especially when they mention hurricane impact.
EXPLAIN that the delivery in their area has been impacted by the hurricane so we are putting the delivery on temporary hold.
SET EXPECTATIONS that in the meantime, they will have FREE DIGITAL access.
ASSURE our customers that we are working our best to resolve and ensure that they would still continue to have access to our content.
OFFER ASSISTANCE in accessing Digital Content if customer has never accessed it before.
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If the customer states that they are unable to access digital content, identify the cause of the error and use appropriate troubleshooting steps. Some of the items we’ll need to check on are:

How are they accessing the content – web, eNewspaper, or app?
What’s the error message?
Wrong Username/Password – assist in resetting the password and ensure they’re using the correct email address
Email address not recognized or is linked to a different Account – validate if the email address is correct. Unlink/re-link in MG2.
Prompt to activate the subscription – assist the customer in activating the subscription online.
Page cannot be displayed – validate and make sure customer is connected to the internet. Clear cache and cookies. Have them try another browser if web/eNewspaper. Uninstall then re-install the app if on mobile.
If the customer continues to encounter errors despite basic troubleshooting, escalate to your Supervisor for further investigation.

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What will you see when you pull up accounts impacted?

Account is placed on a temporary stop (see specific date below)
Content Charge Credits are posted on the account by Finance (weekly)