San Francisco Chronicle - Subscriber Services

RSS

why does my paper not get delivered!!!!!!!!!!!

Anonymous

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 The more info the better in case anything we have on file is incorrect or out of date.

Oops…

So, uh, how do you un-ignore someone on Tumblr? I kind of clicked the wrong thing…

(Now off to search for the answer before anyone decides to respond with, “Google it!”)

EDIT: Oh, that’s super easy! You click the cogwheel icon to go your account settings and down at the bottom of the page is a button that says, “Ignored Users.”

SF Chronicle OMV e-Edition Fixed

A little bit late on posting this, but the OMV version of the e-Edition is now showing all 76 pages from today’s edition.

Clearing the cache doesn't fix the missing pages problem when using the olive software on the ipad with safari. (It does on my MacBook.) the ipad/safari version uses a different URL. Is it possible that olive fixed the non- tablet version only?

Anonymous

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!

Is there a problem with the 5/16/13 e-edition? I tried reading the front page story on the housing market, but there was no page 8 to continue the story.

Anonymous

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.

Ads overlay article content in today's iPad issue using app version 1.5 while reading Star Trek movie review. A car ad goes over text at bottom, making the Rticle unreadable. It happens on first page of article.

Anonymous

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

The 5/16/13 e-edition seems to be missing the Business Section

Anonymous

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.

I am a current subscriber to SFChronicle(.)com. When I signed up I only activated one login. Either I overlooked a prompt to activate other logins for my account, or it wasn't there. How can I add other logins to my account?

Anonymous

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…

The wed may 16 edition is missing pages 4-10. Why can't you have some at least verify that the online edition is not screwed up after posting it?

Anonymous

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.

San Francisco Chronicle App for iPad - Server Maintenance, 2pm PST Wed 5/15

We’ll be doing some more server maintenance today in relation to the San Francisco Chronicle App for iPad. As a result, in-app purchases will be unavailable for 15-30 minutes. Maintenance is scheduled to begin at 2:00 PM Pacific, today (Wed 5/15/13).

Otherwise, all other functionality in the app should remain the same.

Last time we did this (11 days ago) it was nice and fast and no one complained. Here’s hoping today’s process goes just as well!