- Why can’t I access my account online?
- Is the Subscriber Services website secure?
- What is the Mercury News delivery area?
- How much will my subscription cost?
- How can I pay for my subscription?
- What time will my paper be delivered?
- If I start a new subscription, when will I receive my first paper?
- If I start delivery in midweek, can I receive the previous Sunday's paper?
- What happens to my newspapers when I place a temporary vacation hold?
- How much advance notice is required to stop my service for vacation?
- What do I do if my paper did not arrive or is damaged or incomplete?
- Can I send a gift subscription to a friend or family member?
- How can I reward my carrier for providing great service?
Why can’t I access my account online?
We are in the process of changing our circulation system software. Until that process is completed, please use this web site's temporary email forms to contact us about your subscription, or call our Customer Call Center at . When the new software is operational, you will be able to access it from the home page.
Is the Subscriber Services website secure?
Protecting your order information is a priority for us. We use Secure Sockets Layer (SSL) technology to protect the security of your online order information. SSL security makes eavesdropping on the Internet nearly impossible. When you use our "New Subscription" page, where credit card information is involved, you can be assured that your sensitive information and monetary transactions are encrypted, safe, and secure. To check the security of your connection, look at the lower left-hand corner of your browser window after accessing the server. If you see an unbroken key or a closed lock (depending on your browser), the SSL is active and the server is secure. You can also double-check by looking at the URL line of your
browser. When accessing a secure server, the first characters of the site address will change from "http://" to "https://."
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What is the Mercury News delivery area?
Home delivery is available in the following counties: Santa Clara, San Francisco, Santa Cruz, San Mateo (except Daly City, Pacifica, San Bruno, and South San Francisco), Alameda, Monterey (except Big Sur, Gonzales, King City, and Soledad), Contra Costa, and San Benito.
How much will my subscription cost?
Save money with Home Delivery. View our rates online: Mercury News Rates.
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How can I pay for my subscription?
You may make a payment for a current subscription with your credit card by phone at . If you choose, you may also pay by mail with a check or credit card.
Mail your payment to:
The Mercury News
Accounts Receivable
You may also try EASY PAY. This convenient program charges your Mercury News subscription to the credit/debit card of your choice automatically each month. No more checks to write, no more envelopes to mail, and no extra charges.
What time will my paper be delivered?
5:30am during the week & 6:30am on weekends and holidays
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If I start a new subscription, when will I receive my first paper?
Place your order over the phone anytime before 3pm and your newspaper will be delivered in the morning. If you order after 3pm, the delivery will start the following day. If you order online, it will take 3-5 business days to start your subscription. This delay will be eliminated once we complete installation of our new Subscriber Services software.
If I start delivery in midweek, can I receive the previous Sunday's paper?
Yes. As a courtesy, we can deliver the previous Sunday's paper to you, upon request.
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What happens to my newspapers when I place a temporary vacation hold?
These are your options:
- You may donate your papers to students through the Newspapers In Education program.
- You can donate your papers to the local hospitals and convalescent homes.
- We can save your papers and deliver them when you return.
- We can extend your subscription paid-through date by the number of days you are away.
Going on Vacation? See Temporary Delivery Hold... »
How much advance notice is required to stop my service for vacation?
Enter your vacation stop by phone before 3pm and your newspaper will be stopped in the morning. If you enter your request online, the delivery will stop in two days at the earliest.
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What do I do if my paper did not arrive or is damaged or incomplete?
Hearing from you is important to us and will allow us to take the right steps towards improving our service. If you are a current Mercury News home delivery subscriber and you need today's newspaper replaced, fill out our online Service Error form and we will have a replacement paper delivered to you. Or you may call . In order to receive a replacement newspaper, you must request your paper on the same day the newspaper was published, within the following hours: Monday through Friday: 5:30-9:30am, Saturday, Sunday, and Holidays: 6:30-9:30am. If you miss these replacement times we will be deliver your paper the following day and report the situation to your carrier and carrier supervisor.
Can I send a gift subscription to a friend or family member?
Yes. You can order a gift subscription for someone living in the Bay Area or even in another country. Local gift subscriptions will be delivered by carrier. And subscriptions out of the Bay Area are sent by mail. The recipient will receive their newspaper by mail 3 to 5 days after publication.
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How can I reward my carrier for providing great service?
Carriers are independent business people who work very hard to provide you with timely and accurate delivery. You can reward them for their dedication by sending a thank you note or tip c/o The Mercury News, .
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