If any of your users are experiencing trouble with logging in or with their subscription benefits, please have them try the following troubleshooting actions based upon some common scenarios described below. Consider adding this information directly to your site so your users can attempt to help themselves when they run into these common issues.
I cannot log into the site.
- Clear your browser cache and site-specific cookies. Depending on what browser you are using, here are instructions for doing so below:
- Chrome: Clear browser cache and cookies.
- Safari: Clear browsing history and site cookies.
- Firefox: Clear cookies and site data.
- Chrome: Clear browser cache and cookies.
- Safari: Clear browsing history and site cookies.
- Firefox: Clear cookies and site data.
- Make sure your browser is up to date. (This resolves a lot of common interaction and display issues.)
I can log in to the site but the paywall is appearing even though I’m subscribed.
- Check your account information by navigating to the top right of the page and selecting My Account in the Welcome back menu.
- Confirm your subscription status.
- On the Subscription tab, under Plan Details, make sure you have an active, unexpired subscription.
- If this section says “Subscribe Now”, you are a registered, but not a paying user. Consider subscribing today!
- On the Subscription tab, under Plan Details, make sure you have an active, unexpired subscription.
- If this section says “Subscribe Now”, you are a registered, but not a paying user. Consider subscribing today!
- Ensure your payment method is not expired.
- On the Payment tab, under Payment Method, make sure you have a credit card added that is not expired.
- If you do not have a credit card on file, but you have an active subscription, make sure to add one to ensure a seamless renewal experience.
I am a paying subscriber but I cannot comment on articles.
- Confirm your current subscription level offers commenting benefits.
- Go to the top right of the page and select My Account in the Welcome back menu.
- On the Subscription tab, under Plan Details, note your “Current Plan” name.
- Navigate to the Products page (/products) on the site and confirm what plan benefits your Current Plan offers.
- If commenting privileges are not available at your current subscription level, consider upgrading today!
- Go to the top right of the page and select My Account in the Welcome back menu.
- On the Subscription tab, under Plan Details, note your “Current Plan” name.
- Navigate to the Products page (/products) on the site and confirm what plan benefits your Current Plan offers.
- If commenting privileges are not available at your current subscription level, consider upgrading today!
- If commenting privileges are not available at your current subscription level, consider upgrading today!
- Confirm that you have set a commenting username.
- Go to the top right of the page and select My Account in the Welcome back menu.
- On the Commenting tab, add a Username if you have not already done so and click “Save Commenting Change”.
- Additionally, you can upload a commenting avatar here that appears on site when you comment.
- Go to the top right of the page and select My Account in the Welcome back menu.
- On the Commenting tab, add a Username if you have not already done so and click “Save Commenting Change”.
- Additionally, you can upload a commenting avatar here that appears on site when you comment.
- Additionally, you can upload a commenting avatar here that appears on site when you comment.
I forgot my password.
Users can update their password by following these steps:
- After entering your registered email on the login page, click the option Email me a link to login without a password.
- Check your email (subject: “Sign in to your [Publisher Name] Account”) and follow the sign-in link inside.
- Once signed in, navigate to My Account in the Welcome back menu. (/account)
- On the Profile tab, set a new password and click “Save Profile Change”.
- Now you can sign in with your new password and registered email address. Alternatively, you can continue to use the sign-in link option if desired.
I cannot delete my saved credit card.
If you have an active subscription, it is not possible to delete the credit card you have on file. Please note that all payment information is stored securely in Stripe.
I cannot cancel my account.
If you have attempted to cancel your account, but the cancellation is not being processed, please contact Publisher Support (Publishers: add your support email here!).
I cannot delete my account.
This is a current limitation of the platform. If you wish to delete your account entirely, please contact Publisher Support (Publishers: add your support email here!). Please note that if you were previously a paying subscriber, information related to your payments & transactions will not be deleted and remains securely stored in Stripe.
If login/access issues persist after trying all of the above, please ask the user for more information.
- What browser and device are they using?
- Ask for a step by step overview of what they are doing & what they are experiencing, including links where appropriate.
- Can they provide screenshots?