Frequently Asked Questions
Q: How can I contact the St. Augustine Record?
If you are a subscriber and have an issue with your subscription or home delivery, visit our circulation "Contact Us" link. Once you log in, it will look up your account number and other details so that we may serve you quickly and efficiently.
If you want to contact us about the news department, advertising, or any other non-subscriber issue, use one of the solutions on our general "Contact Us" page.
Q: Why do I need to register my account?
By registering your account, you are creating a password only known by you to access our online subscription customer services. Then you can manage your subscription securely at your convenience.
Q: What customer services are available?You can request the following services online:
- Review activity on your account
- Report a service issue
- Suspend and restart delivery of your newspaper
- Donate to the Newspaper in Education Program
- Make one-time or continuous credit card or bank draft payments
- Start a new subscription or restart an old stopped subscription
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 St. Augustine Record <email@example.com> 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. We also need to know information about your computer, tablet or smartphone (make, model, Web browser, etc.)
It helps if you can provide a link to the page where you found the problem. The information you provide will help us to find a solution more quickly. For your security please do not include your password in the email.
Q: How can I purchase a digital subscription?
You can sign up for a digital subscription by visiting our All-Access page. If you are a current print subscriber, digital service is included at no extra charge. We also offer several digital-only packages.
Q: What do I use to login and view my digital subscription?
At this time, our digital subscriber system and our print subscriber system are separate and may use separate passwords, but your email address should be your login for both of them. We hope to unify and simplify this in the future.
Q: If I go on vacation and wish to temporarily suspend home delivery of my newspaper, will my account be credited?
With advance notice, we can suspend delivery, and credit your billing period for the time you are away. Proceed to "Vacation Holds" 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 Newspapers 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 St. Augustine Record. To donate your vacation copies, proceed to "Vacation Holds" 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 "Delivery Feedback" if your newspaper has not arrived by 7:00 a.m. Monday through Sunday. 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 a.m. Monday through Friday, and 11 a.m. Saturday and Sunday, we can redeliver another paper to you the same day.
If you would like redelivery, please fill out our feedback form. If we are unable to deliver the same day, 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 email us atSt. Augustine Record <firstname.lastname@example.org>. 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?
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 tell us. Just email us at St. Augustine Record <email@example.com> and tell us when you want it restarted.
Q: Where can I purchase another print subscription?
If you are a current subscriber, you can purchase these items by visiting the New Subscription link on your main menu. Or, if you are a new subscriber, go to the "Not a Subsscriber?" link on the login page.