Pittsburgh Post-Gazette FAQs
Here are our subscription policies & terms as well as answers to some frequently asked questions.
Q: How can I contact the Post-Gazette?
There are multiple ways to contact our Customer Service teams:
Print subscribers needing delivery or billing assistance:
Call 1-800-228-(NEWS) 6397 or
EST Monday - Friday 7a.m.-5p.m., Weekends & holidays 7am-12pm
Digital product assistance:
Call 1-855-(PGFORME) 743-6763 or
EST Monday - Friday 8a.m.-5p.m.
Follow us on Twitter: @PG_Audiencehelp
Company switchboard for all other departments:
Operator assistance EST 7a.m.- 3p.m. Monday-Friday and
Saturday & Sunday 7a.m.- 12p.m.
Automated assistance 24 hours.
Q: What if I forget my password for post-gazette.com access?
If you forget your password, please use the "Forgot Password?" link on the Login page.
Q: How do I change my password?
Login to post-gazette.com 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 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. The information you provide will help us to find a solution more quickly.
Q: What services are available through the subscriber self-service portal at promo.post-gazette.com/subscriberservices?
Review payment activity on your account.
Report a service issue such as a missed paper.
Temporarily suspend and restart delivery of your print newspaper.
Make one-time or continuous credit card (EZ Pay) payments.
Start a new subscription or restart a previously stopped subscription.
Give the carrier a personal commendation.
Request help with a digital product.
Q: Are entries submitted through the subscriber self-service
portal monitored by the customer service teams?
The benefit of the customer portal is that transactions are automatically entered into subscriber's accounts without any interaction by a customer service representative. Extra comments added to delivery concerns or stops will not be reviewed by a representative. Any in-depth interactions must be directed to the customer service teams via telephone or email.
Q: What newspaper delivery hold services are offered?
Vacation Pak: Order a VacPak and you won't miss the news while you are out of town. We'll save your papers while you are away and deliver them in a complete package when you return. Available in most areas.
Vacation Stop: Please notify us if you're going on vacation. We'll suspend delivery and restart it when you return. Credit will not be issued for the time period while a subscription account is temporarily stopped.
Q: If I go on vacation and wish to temporarily suspend my
newspaper, will my account be credited?
If you notify us in advance, we will suspend delivery, and notify the carrier of the dates. Your expiration date will not be extended for the stop time period. 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. This service is only available for print subscriptions.
Q: Is it necessary to call to restart my print 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 print 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 1-800-228-NEWS (6397) or sending an email to firstname.lastname@example.org. Be sure to include your name, delivery address, home phone number and the date you want to resume print delivery. In the email subject line, include the words RESTART PRINT DELIVERY and we will restart your service.
Q: What should I do if my print newspaper does not arrive or if sections are missing?
Log in to our subscriber self-service portal and proceed to "Delivery Options / Delivery Feedback" if your print newspaper has not arrived by the targeted delivery time (6:00 A.M. Monday through Friday; 7:00 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 9:30 A.M. we can redeliver another paper or the missing sections to you the same day. If you would like a redelivery, choose redelivery or call us at 1-800-228-NEWS (6397). Otherwise, we will apply a credit to your account. Only credits for the same day can be obtained on this site. Credits for missing print deliveries for previous days must be requested from a customer service representative by calling 1-800-228-NEWS (6397) or sending an email to email@example.com
Q: How can I contact my Carrier?
We will handle the contact for you as the carrier's name and phone number are not always available to the Customer Service representative. The carrier is identified by a route number. A message can be left for the carrier to contact a customer regarding a billing or delivery comment by calling 1-800-228-NEWS (6397) or sending an email to firstname.lastname@example.org.
Q: Why are my paper credits not showing up on my bill?
The credit amount does not show up on the billing statement. The subscription charge for that day is returned to your account and is reflected in the current balance. Your payment due amount will not change due to credits.
Q: Why did delivery continue after my money ran out?
Delivery and billing continues unless the Post-Gazette is otherwise notified. Most subscribers prefer an ongoing subscription and choose to continue the service after the initial term expires.
Q: Why can't I speak directly with the Delivery Manager?
The District Managers work overnight at Distribution Centers located throughout the metropolitan area. They also spend time in the field either delivering the paper or resolving problems. Contact requests can be left for the District Manager. Most contacts are made in the morning hours between 7:00 and 9:30am within two business days.
Q: Do you accept credit or debit cards for payments?
Yes, both online through our subscriber self-service portal and over the telephone we accept Visa, Discover, American Express and MasterCard. One-time payments can be made by using your credit or debit card or your checking account. You can also automatically renew your subscription with EZ-PAY every 4, 13, 26 or 52 weeks with your credit or debit card. Call our Customer Service Center at 1-800-228-NEWS (6397) for more details.
Q: What are Non-Print Days?
Currently, the Post-Gazette publishes an edition of the newspaper every day. This publication is in the form of digital content. On select holidays, and possibly future days of the week, the Post-Gazette will provide only digital content and not a print edition. Presently the days on which the Post-Gazette plans to not offer a print edition in 2018 are Memorial Day, Independence Day, Labor Day and Christmas Day.
Q: What are Holiday & Bonus Days?
Bonus days are delivered to subscribers whose frequency does not include the following 2018 dates: January 1, Martin Luther King Jr. Day, President’s Day, Good Friday, May 30, August 21 and 22, Columbus Day, Veteran’s Day, November 21, Thanksgiving Day and November 23. For customers who are not seven-day subscribers, bonus days may be delivered on non-frequency days in areas where daily PG carrier service is available. An additional charge of $1.00 will occur for this delivery for non seven-day subscribers. The bonus days listed above are included in the delivery for seven-day subscribers as part of their subscription at no additional cost. Customers can opt out of bonus days by calling our customer service center at 1-800-228-NEWS (6397) or emailing email@example.com .
The Post-Gazette will deliver a bonus edition to all customers who receive print home delivery, on Thanksgiving day. Customers will be billed no more than $3.00 for the Thanksgiving bonus edition (including their normal subscription charge for that day). Additional bonus editions may be added in 2018 at a charge of no more than $3.00. These charges are not included in the subscription price and will result in shortening the length of your billing period. Customers can opt out of a bonus edition by calling our customer service center at 1-800-228-NEWS (6397) or emailing firstname.lastname@example.org .
Q: What is included in an ALL-ACCESS digital subscription?
Print subscribers currently have unlimited access to all digital products included with their subscription. In order to access any of the digital products, please register and link your print account to digital access. Linking accounts can be accomplished in a few simple steps by visiting my.post-gazette.com/activate If you need assistance with either registering or linking your account please call 1-855-PGFORME (743-6763) or email email@example.com There are no refunds for digital only subscriptions. We reserve the right in the future to provide only digital content to you on any day of the week or holiday.
Q: What is the subscription renewal policy?
Both print and digital subscriptions renew automatically since most subscribers prefer an ongoing subscription and choose to continue the service after the initial or renewal term expires. Delivery, electronic access and billing will continue throughout the next period unless the Customer Circulation Team is notified otherwise utilizing the phone number 1-800-228-NEWS (6397) or email address firstname.lastname@example.org for print subscribers or the phone number 1-855-PGFORME (743-6763) or email address email@example.com for digital subscribers. Rates are subject to change without notice during subscription terms and may change your expiration date. Promotional discounts are for a limited period. Not remitting payment by the payment due date will not automatically cancel the subscription.
Q: What are the billing policies?
When you provide a check as payment, you authorize us to use information from your check to make a one-time electronic fund transfer from your account. Some paper checks are now processed electronically through an Automated Clearing House (ACH) network. The original paper check is destroyed and not returned to the customer.
Credit card refunds are processed for amounts $1.00 and above. Please allow up to 30 days for a check refund to be processed.
All payments will be applied to outstanding balances until satisfied prior to a new term being honored.
There are no refunds for digital only subscriptions.
Discounts are for new subscribers that have not subscribed to a paid product in the prior 30 days.
Q: What are the subscription policies?
Delivery service & billing requests received before 12:00 p.m. Monday - Friday will be effective the next day. On weekends, all requests will be effective on Monday.
Both print and digital subscriptions renew automatically after the initial or renewal term expires. Delivery, electronic access and billing will continue throughout the next period unless the Customer Circulation Team is notified otherwise.