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Have questions about your subscription? Chat live with our customer service center:

Need Help? Chat Now

Or email our customer service center at circulation@tucson.com or call 1-800-695-4492

Customer service center hours are from 6am-6pm Monday-Friday, 6am-10am on Saturday and 7am-10am on Sundays. Holiday hours vary.

You can also manage your account online at tucson.com/account.

Activation

What does Activation mean?

The Activation process simply links your print account information with the online tucson.com, opening our entire website, and all digital products to you with no restrictions.

As a home delivery subscriber, your subscription includes Full Access to all of our online content. However, in order to access the online content, you’ll need to “Activate” your account.

How do I Activate my Account?

When you click the blue Activate button, you will be asked for the zip code and phone number associated with your print account. From this information, our system can typically find your account, and link you to tucson.com right away.

Activate

I tried to Activate but it didn’t work. What happened?

From time to time, our system does not recognize a zip code / phone number combination entered by a subscriber on our Activation page. Sometimes, this occurs when customers have multiple personal phone numbers, and simply entered the wrong one. Other times, due to system glitches, our system simply does not recognize certain accounts.

I tried to Activate but it didn’t work. What should I do?

Try Activating again using one of your other phone numbers. Maybe try your cell phone number instead of your house phone number. If the system still isn’t letting you Activate, call us at 1-800-695-4492 or email circulation@tucson.com. One of our representatives will assist you.

What happens if I don’t Activate my account?

If you do not Activate your account, your access to tucson.com will be limited.

Advertising Inserts and Fliers

My newspaper seems to be missing some of the inserts. Why?

Some newspaper advertising inserts are "zoned," and only inserted in geographical areas the advertiser has selected.

Back Copies

Where can I find copies of past newspapers?

Back copies are available for purchase up to 30 days after the publication date by visiting The Arizona Daily Star office at 4850 S. Park Avenue in Tucson, Monday-Friday, 8am-5pm, or by calling 520-573-4551. Back copies older than 30 days and dating back to the late 1800’s are available at the main Tucson Library at 101 N. Stone Ave, Tucson. The library’s phone number is 520-791-4010.

Billing

My first bill was for a higher amount than what I thought it should be. Why?

That’s because your first bill includes a prorated charge for the remainder of the current month to put your account in line with our standard billing cycles. Standard billing cycles are based on calendar months, so if you start your subscription in the middle of a month, your 1st bill charges you for the remainder of that month, plus the pre-pay for subsequent calendar months. After your first bill, charges will be at the stated rates less any credits.

On my bill, it says “Adjustments to rates may take place as subscription terms expire.” What does that mean?

This line on your bill simply means that we will not increase prices for billing periods which you’ve already paid. Rather, any price adjustments will be made at the end of prepaid terms. Like all other businesses, it is sometimes necessary for us to increase prices. Paper, ink, fuel, delivery fees, and other expenses incurred in producing our product increase over time, and these increased expenses must be partially passed along to our customers.

On my bill it says, “Charges for your home delivery subscription will continue until you advise us otherwise.” What does that mean?

In an effort to avoid unintended interruptions in delivery, we provide a grace period prior to stopping delivery. That means, if you didn’t pay your bill, but we didn’t hear from you, we’ll assume you want to continue home delivery. After a period of time, however, your home delivery will be automatically stopped, and your account balance will reflect all received deliveries.

Can I still access online content when I put my print home delivery on a vacation hold?

Yes. When you put your print home delivery on a temporary vacation hold, you will still have access to all of our content via digital platforms. While on a home delivery vacation hold, your account will be credited for charges associated with the delivery of our print edition. Content charges will continue to be applied while you are on vacation.

How are Vacation Credits calculated on my bill?

While on a home delivery vacation hold, your account will be credited $.15 per day (Mon-Sat) and $.22 per Sunday that the print edition is not delivered. The digital portion of your subscription remains active and available, so content charges will continue to be applied while you are on vacation.

Is it possible to pay every 3, 6 or 12 months rather than monthly? Or visa versa?

Yes. To change your billing cycle, simply email circulation@tucson.com or contact a customer service representative at 1-800-695-4492.

What is your refund policy on subscriptions?

For subscriptions including delivery of the print edition, any balance over $10.00 will be returned. For Digital Only, Sun Club and certain other special offer subscriptions, there are no refunds.

Contact

Customer Service

How do I contact customer service?

Our customer service center can be reached via live chat by clicking here, via email at circulation@tucson.com or via phone at 1-800-695-4492 from 6am-6pm Monday-Friday, 6am-10am on Saturday and 7am-10am on Sundays. Holiday hours vary.

I can’t seem to get through when I call Customer Service. What should I do?

Our call center handles customer service for several different newspapers, all around the country. Unfortunately, this can sometimes increase wait times. On Mondays (our busiest day), hold times have been up to ½ hr. If you are experiencing an unusually long hold time, you can always email your question to circulation@tucson.com or go to our online customer service portal on tucson.com. For shortest hold times, it is best to call in the afternoon, Tuesday-Friday.

Delivery Issues

Is the person who delivers my newspaper an employee of the Arizona Daily Star?

No. The Arizona Daily Star is home delivered by a team of independent contractor carriers. Each carrier manages his/her own route, in accordance with an individually negotiated contract.

What time should I be receiving my paper?

Contractors are obliged to deliver complete newspapers in good condition by 6am Monday-Saturday and by 8am on Sundays.

Do you offer redelivery if my paper was wet, damaged or missing?

Yes. If your paper is wet, damaged or missing, please report it by clicking onto your account on tucson.com, and going to the “Report Delivery Issue” link. Or, you can call customer service at 1-800-695-4492. We can typically honor redeliver requests if they are received by 9:45am Mon-Sat and by 11am on Sundays.

Discounted Offers

I saw a discounted offer or promotion, but I am already a subscriber. Can I get that lower price?

Unfortunately, no. Promotional offers and rates are available to new subscribers only (no home delivery for past 30 days).

e-Newspaper

See a video on how to access and use the e-Newspaper.

What is the e-Newspaper?

Our e-Newspaper is an exact digital replica of the daily print newspaper, viewable on computer, tablet or smartphone. It reads like a newspaper and the pages even “flip.” Best of all, you can increase the print size. You can print out puzzles and email stories to family and friends. Find a link to the e-Newspaper on the tucson.com home page.

Do I have to be a subscriber to view the e-Newspaper?

Yes. To view the e-Newspaper, you must be a subscriber and have Activated the digital portion of your account.

I am a subscriber but can’t seem to access the e-Newspaper. What should I do?

First, make sure you have Activated your account. If your account is activated, your name will appear at the top right of tucson.com. If you do not see your name, your account may not yet be activated. If you are still having trouble, email customer service at circulation@tucson.com.

I’m able to access the e-Newspaper, but it isn’t working properly. Do you have any troubleshooting steps?

Yes. Most problems with e-Newspaper display, features and printing can be solved by going through the following steps:

  1. Check to ensure you have Javascript & Cookies enabled: Enable Javascript | Check and enable cookies
  2. Check your version of your browser to ensure it's up to date. This can usually be found under the "About" option under Help or settings menus.
  3. If you are using any Anti-Virus software / Firewall or Internet Protection Software (Ex: Norton, AVG) to see if they are blocking cookies or disabling javascript. You may need to refer to your program's help documentation to learn how to check these types of settings.
  4. Lastly, after you check the above, please try to clear your cache and cookies to ensure a "fresh" start: http://www.google.com/support/accounts/bin/answer.py?hl=en&answer=32050
  5. Close and re-open your browser (all tabs).

I signed up for a free e-newspaper trial, but didn’t receive an e-mail. What should I do?

Sometimes, automated e-mails from Arizona Daily Star get caught up in spam filters. First check your spam and junk files, then go to the search box in your inbox and type "Arizona Daily Star." Anything caught in your spam filter should pop up. If it doesn’t, just email us at ateso@tucson.com and we’ll find another way to provide you with the link.

Full Access Subscriptions

What does “Full Access” mean?

Full Access is a term we now use to describe subscriptions to the Arizona Daily Star. That is, subscribers no longer get “just the paper.” Subscribers now get “Full Access” to our news and information where and how you want it – on all platforms, including web, mobile, smartphone, apps, tablet and delivery of the print edition on the days you select.

What do I get with a Full Access Subscription?

Full Access Subscriptions include home delivery of the Arizona Daily Star, plus access to all of our digital products and information, including:

  • The tucson.com main website with breaking news, archives, galleries, videos and more.
  • Arizona Daily Star e-Newspaper.
  • tucson.com apps for iPad and iPhone downloaded from iTunes.
  • tucson.com app for Android phone and tablet, downloaded from Google Play.
  • tucson.com for Kindle Fire, downloaded from Amazon.com.
  • UA Sports app for iPhone and Android.

Can I get a print subscription without Full Access?

No. All print subscriptions include Full Access to our online content.

Mail Subscriptions (Out of town)

I live out of town. Can I still get the Arizona Daily Star delivered via U.S. mail?

No. The Arizona Daily Star no longer offers mail subscriptions. Digital Access subscriptions, however, include access to our e-Newspaper, and can be viewed from anywhere. tucson.com/subscribe

NIE / Literacy Leadership

Does the Star still participate in a News In Education program?

Yes. Arizona Daily Star participates in a News In Education (NIE) program (now called Media In Education) that provides e-Newspapers and digital content to schools and learning facilities in the Tucson area. If a teacher/school is interested in the program, they can visit tucson.com/nie or contact Anais Teso at 520-807-8038. The program no longer provides free daily print editions.

One-Time Set Up Fee

Why am I being charged for a one-time set up fee?

All new subscribers are billed $4.99 on their initial invoice to cover the cost of setting up a new subscription. The fee covers the administration, data entry, route adjustment, and other processes involved in starting a new subscription.

Premium Edition Pricing

Why am I being charged extra for Premium Editions?

Thanksgiving, plus up to four additional Premium Editions per year are included with home delivery subscriptions. Subscribers are billed $4 for each Premium Edition. The Premium Editions are a great value, providing extra content, along with increased advertising and local information.

Price Increases

How often do you increase subscription prices?

Due to consistent increases in the price of newsprint, ink and transportation, subscribers should expect to see annual price adjustments.

Single Copy Newspapers

I don't subscribe. Where can I buy a newspaper?

Single copy newspapers are available every day at most Fry’s, Circle K, QuikTrip, Albertsons and Bashas' locations.

I missed this week's Sunday paper. Is it too late to get it?

Sunday papers are now available all week at many of our "on street" vending machines.

Subscribe

Surveys

What's up with the surveys on tucson.com?

We've added Google Survey to our Tucson.com platforms. Google survey is an important tool for advertisers as it helps them learn about our community and shape products and advertising accordingly. Only users who are not subscribers or are not logged in are surveyed, and then no more than once a day. Subscribers who are signed in are not surveyed.

Thanksgiving Edition Pricing

Why am I being charged extra for the Thanksgiving Edition?

The Thanksgiving Day paper is included with all home delivery subscriptions. Subscribers will see a line item on their November bill for the Thanksgiving Edition, billed at the Regular Newsstand Price ($4.00). The Thanksgiving edition is a great value that offers increased advertising and local news and information conveniently delivered to your home on a holiday morning. The price reflects the complexity of delivering the oversized paper, allowing your carrier to be compensated accordingly.

Tubes For Newspaper Delivery

Can I get one of those road-side tubes for my newspaper delivery?

Yes. Tubes cost $5, and come with basic mounting hardware. They are typically delivered by the carrier within 5 business days. Installation is the subscriber’s responsibility. Call 1-800-695-4492 to order a tube.

Tucson.com

Is there a limit to the number of tucson.com articles I can view for free?

Yes. Tucson.com is metered, allowing non-subscribers to view 10 articles for free every 30 days. The 30 day time period is "rolling," and begins with your first pageview. It does not reset with calendar months.

TV Weekly

Is a TV Weekly automatically included with my home delivery?

No. While prime time TV grids are included in the paper every day, TV Weekly Magazine is not included in home delivery subscriptions. Subscribers can, however, get TV Weekly Magazine included with their Sunday paper by signing up for a separate TV Weekly subscription, and paying an additional charge.

Arizona Daily Star no longer handles the ordering process for TV Weekly Magazine. To subscribe to TV Weekly Magazine, consumers should visit www.iwantmytvmagazine.com/tucson or call TV Weekly Customer Service at 1-877-689-3818.

Is a TV Weekly included in Single Copy papers I buy at the store?

No. While prime time TV grids are included in the paper every day, the TV Weekly magazine is not included with the paper.

YES! – Your Essential Shopper

What is YES! and why is it being delivered to me?

YES! Your Essential Shopper is a FREE collection of local content, ads, savings opportunities, and up to $100 in valuable coupons, delivered FREE, each week. Subscriptions are FREE!

Most YES subscriptions start out as targeted, that is, we choose specific areas in the market which may be interested in receiving this FREE subscription. If folks would like to continue receiving this free subscription, they must opt in at tucson.com/yes. If folks would no longer like to receive this FREE subscription, they can opt out by emailing yesoptout@tucson.com.

Other Questions

Not finding the answer you are looking for?

Our customer service center can be reached via live chat by clicking here, via email at circulation@tucson.com or via phone at 1-800-695-4492 from 6am-3pm Monday-Friday, 7am-11am on Saturday and 7am-11am on Sundays. Holiday hours vary.

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