The Free Lance-Star FAQs
	Here are answers to some frequently asked questions
	o General
	o Subscription

General

Q: How can I contact The Free Lance-Star? Visit "Contact Us" link for more information. 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 use this form to send a message describing it in as much detail as possible, including the steps you took, how often it occurs, and the exact error message that you receive. The information you provide will help us to quickly find a solution. Q: What customer services are available? You can request the following services online: o Review activity on your account o Report a late or missing newspaper o Report missing or damaged sections o Suspend and restart delivery of the newspaper o Donate to the Newspaper in Education Program o Register a service complaint

Subscription

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 credit your billing period for the time you are away. Proceed to "Temp Starts & Stops" 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 Newspaper 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 Free Lance-Star. To donate your vacation copies, proceed to "Temp Starts & Stops" 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 "How Are We Doing?" if your newspaper has not arrived by the delivery deadline time (5:30 A.M. Monday through Friday; 7:30 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 10:00 A.M. we can redeliver another paper or the missing sections to you the same day. If you would like a redelivery, call us at 1-540 374 5002 or 1-800 877 0500 X 5540. Otherwise, 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 by e-mail us at The Free Lance-Star. Be sure to include your name, delivery address, and home phone number in your e-mail, and the words MISSED PAPER CREDIT in the subject line. Otherwise we will extend your account accordingly for a missed delivery that day. To receive an account extension for a missed delivery from a previous day you must contact the Customer Service department by calling 1-540 374 5002 or 1-800 877 0500 X 5540 or by email at The Free Lance-Star. 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 speak to a customer service representative by calling 1-540 374 5002 or 1-800 877 0500 X 5540 or by email at The Free Lance-Star. Q: Where can I purchase another subscription? You can purchase another subscription by visiting the Add New Subscription Link on your main menu or the Not a Subscriber? Link on the Login page. Q: How do I get my E-edition login information if I am a current 7-Day print Subscriber? Go to www.freelancestar.com and click on Manage Your Account. At the bottom of the screen, click on Click here to register (or here is a direct link). Fill in at least 2 of the following fields: Primary Phone Number, House Number, Zip Code, Last Name, or Subscription Account Number. Enter your e-mail address and password and click on Submit. That will bring you to your subscription account information. You can then log out of your account and go back to www.freelancestar.com. At the top right, enter your e-mail address and password to log in. Once you complete the registration process the first time, you can go directly to the login page to access the E-edition in the future. Q: How do I subscribe to the E-edition? Go to www.freelancestar.com. Click on Subscribe to New E-Edition (direct link). You will be directed to a page listing subscription options. Click on Subscribe to E-edition and hit continue at the next screen. On the following screen, enter your name, address, phone number, e-mail address, and create a password. This will bring you to the new subscription screen. Select Online as the Delivery Method and Daily Online as the Delivery Frequency. If you want a combination of print and online, select Carrier and Online as the Delivery Method and either Mon-Fri Print and Daily Online or Sat/Sun Print and Daily Online as the Delivery Frequency. Select your payment method and continue to submit the subscription order. Once you have submitted your order, you will have immediate access to the E-edition. Go back to the home page at www.freelancestar.com. In the upper right hand corner of the welcome screen enter your e-mail address and password to log in. Q: How do I purchase the E-edition 7-Day Pass? Go to www.freelancestar.com. Click on Purchase E-Edition 7-Day Pass (direct link). You will be directed to a page listing the rates. Click on Subscribe to E-Edition and hit continue at the next screen. On the following screen you will enter your name, address, phone number, e-mail address, and create a password. On the next screen select Online as the Delivery Method and E-Edition 7-Day Pass as the Delivery Frequency. Select your payment method and continue to submit. Once you have submitted your order, you will have immediate access to the E-edition. Go back to the home page at www.freelancestar.com. In the upper right hand corner of the welcome screen enter your e-mail address and password to log in.