San Francisco Chronicle - Subscriber Services

It’s pretty much impossible to answer that here without simply listing hypothetical/theoretical reasons why any given customer’s newspaper is not there in the morning. These reasons could range from a system issue on our end (route list not properly updated, account not actually in our system, etc), to the carrier making a mistake (not reading latest route lists, throwing to wrong house, etc), to civilian interference (ie, theft). Let’s not ignore subscriber faults, such as not telling us when you move to another address — happens way more often than you’d think. Also if you’re in one of the independent dealer areas, such as Woodside or Sonora (to name just two!), we can’t help you. In those cases, your delivery and billing is not handled by the San Francisco Chronicle. But don’t confuse that with a service contractor, such as the folks handling delivery in Napa.

For delivery issues specific to your subscription you need to contact Customer Service by phone or e-mail so they can 1) obtain identifying information and properly report the issues, and 2) have the opportunity for back and forth/continued communications. You can call 415-777-7000, 800-310-2455, 800-499-5700 x7000 (works for numbers originating outside of California); or e-mail homedelivery@sfchronicle.com.

And if you e-mail, don’t just say, “Where’s my paper?” Identify yourself. Name, address, phone number, account number. The more info the better in case anything we have on file is incorrect or out of date.

I just loaded the OMV on my iPhone and confirmed that it’s only 50 pages instead of 76. So, yes, it does seem possible that they missed a step in processing the page.

I’m contacting them now!

Part of section A and all of sections B and C were missing in the initial load of today’s e-Edition. The pages were re-submitted a little later in the morning (before 6am) and they should all be there now. If you can’t see them at this point, clear your browser’s cache and reload today’s edition.

Thanks for reporting this. I’ll relay that to the content team.

And the Sporting Green, and part of the main news.

The missing pages were already re-loaded. If they’re still not displaying at this point, clear your browser’s cache and try again.

When subscribing or even going through the activation process as an existing subscriber, you can only make one username at a time. You quite simply go through the activation process again to make those additional usernames. Each subscription can have five usernames.

Oh, and I realize the FAQ on SFChronicle.com does not actually say how to do that. It just says that you can have multiple usernames. Fantastic…

Actually we did know about this. We get e-mail confirmations for each step in the process. Olive will load all the pages we send, even if the edition is incomplete. Maybe there are exceptions to this. Basically, it’s better to get something up, rather than no edition at all. We had the missing pages re-submitted to them before 6am.

If the edition isn’t displaying properly for you now, then clear your browser’s cache and load it again. That’s the same advice we’ve given, well, pretty much every single time this has ever happened.