FAQ

Below you'll find answers to frequently asked questions (FAQs) about Orlando Sentinel subscriptions and our self service web site. For digital subscription FAQs click here.

Newspaper Subscription FAQs

Q: How can I manage my subscription on the Orlando Sentinel self service web site?

A: You can temporarily suspend your paper while you're on vacation, report a delivery issue, access eEdition print replica, change address for delivery and/or billing, enroll in EZ-Pay and update your credit card information on your EZ-Pay account.

Q: How can I Create an Account on this web site?

A: First, you will need to provide your last name, zip code and phone number or your subscription account number. Once your information is matched to your subscription in our system we'll present you with your account(s). You will then need to complete your registration by choosing a social provider to use for log in or create your own unique log in information. Good news, if you are already registered on OrlandoSentinel.com, you can use the same login method and info on the self service site.

Q: What time should I expect delivery of my newspaper?

A: The standard delivery times for most of the Central Florida are:
Monday - Saturday 6:30 am
Sunday - 8:00 am

Q: How do I report my paper missing or wet?

A: To report an issue with your newspaper delivery, please click here. To request delivery of your newspaper, you should report the issue between the hours listed below:
Monday thru Saturday: 6:30 am to 9:00 am*
Sunday: 8:00 am to 10:00 am
*Brevard County: Monday thru Saturday: 6:30 am to 8:00 am

Q: How do I stop delivery of my newspaper during my vacation?

A: To temporarily suspend delivery of your paper while you're on vacation, click here. You will need to provide a resume delivery date within 30 days of the stop date. If you don't know when you want delivery to resume or you need to hold delivery longer than 30 days, please call Customer Service at 1-800-359-5353.

Q: What is EZ-Pay?

A: EZ-Pay is our recurring payment program. It's the safe and convenient way to for your Orlando Sentinel subscription automatically! Pay with your credit or checking account. Switch to EZ-Pay now.

Q: Can I change/update the Credit Card I use for EZ-Pay?

A: Yes. You can manage the credit card used for your EZ-Pay account, just click here. Even if you are updating the expiration date, you'll need to enter all the credit card information. This is a security precaution.

Q: How do I change my delivery/billing address?

A: You can change your delivery and/or billing address on the site, just click here. The new delivery address must be within our delivery area.

Q: What is the eEdition replica?

A: eEdition is a complete digital replica of the print version of the Orlando Sentinel including: every article, photograph, advertisement, even the daily crossword puzzle! You'll have the ability to download or email articles, photos, etc. The eEdition is offered as part of our premium digital subscription—digitalUnlimited. Once you sign up for digitalUnlimited, your eEdition account will be set up within 48 hours.

Q: How do I access Today's eEdition replica?

A: To access today's eEdition replica, please click here.

Q: How do I change my email address?

A: You will need to re-register using your new email address. Follow the same procedures as in "Create an Account" above.

Q: How do I submit suggestions or comments?

A: To provide suggestions or general comments, please visit the feedback area of the site or click here. This area is for feedback and not delivery issues or complaints. If you are having delivery issue, please submit this in the Report a Delivery Issue area of the site or click here.

Q: How do I cancel my subscription?

A: To cancel your subscription, please call us at 1-800-359-5353 or 407-420-5353.

Q: Who do I contact if my question is not represented here?

A: If you do not see the answer to your question here, please send your question to us via email at CustomerService@OrlandoSentinel.com or call 1-800-359-5353.

Digital Subscription FAQs

Q: How can I sign up for a digital subscription?

A: If you want to use OrlandoSentinel.com, there are three levels of participation:

  1. Visitor: You get five stories, or page views, each 30 day period. After you reach your story limit, you can continue to scan channel fronts and the homepage, as well as all of the Classified pages you want for free.
  2. 'digitalLite' Access: You get all of the above, plus 10 additional stories, or page views, during each 30 day period. All you have to do is sign up for free.
  3. 'digitalUnlimited' Access: You'll get unlimited access to OrlandoSentinel.com as well as other benefits, including the Orlando Sentinel eEdition, for a subscription fee of $9.99 every five weeks*. If you are a newspaper subscriber you may be eligible for free unlimited digital access or discounted digital access.

*Your continuous subscription automatically renews every 5 weeks. You may cancel at any time by calling Customer Service at 1-800-359-5353 before the expiration of the billing cycle to avoid automatic charges to your credit card or bank account for the next billing cycle. You will be notified in advance of any price changes. Sales tax may apply.

Q: I signed up for unlimited digital access in 2012. Why can't I access OrlandoSentinel.com?

A: In early 2013, we moved to a new subscription system to offer you even more benefits. To continue with your digital access, you will need to reactivate your account with the new system. Newspaper subscribers click here. Digital only customers click here.

Q: What if I don't want to pay?

A: As a non-paying visitor to our site, you get five page views each 30 day period. If you would like an additional 10 stories, or page views per month, we encourage you to sign up for digitalLite access. It is free.

Q: What if I'm a newspaper subscriber?

A: If you are a seven-day newspaper subscriber, you will get unlimited digital access to OrlandoSentinel.com at no additional cost. All you need to do is connect your print and online accounts here. If you subscribe to the Orlando Sentinel print edition for fewer than seven days, you may be eligible for a discounted rate. Click here to connect your print and online accounts, and verify your digital access rate.

Q: How can I get the Orlando Sentinel eEdition, the digital replica of the newspaper?

A: The eEdition is offered as part of our premium digital subscription-digitalUnlimited. Once you sign up for digitalUnlimited, your eEdition account will be set up within 48 hours.

Q: I subscribe to OrlandoSentinel.com on my eReader (Kindle or Nook). Am I eligible for unlimited digital access at no additional cost?

A: Not at this time.

Q: Will I have access to OrlandoSentinel.com across all devices?

A: Yes, by signing up for digitalUnlimited access, you will have full access to OrlandoSentinel.com and the Orlando Sentinel eEdition, a digital replica of the printed newspaper, anytime, anywhere, and on any device.

Q: Can I share my access with other members of my family/household?

A: Yes! You may link up to five email addresses to your account for use on up to five devices. You need to follow the 'Register Now' process here each time for each email address you're registering. When asked for an email address, enter the new one and the password you want to add.

Q: Do you have any group, corporate or educational discounts?

A: At this time, we do not offer group, corporate or educational discounts.

Q: Where can I give you my feedback regarding OrlandoSentinel.com digital subscriptions?

A: Use our convenient comment form here.

Q: What do I get with digitalUnlimited access?

A: With our premium digital subscription - digitalUnlimited - you get:

Q: What do I get with digitalLite access?

A: By signing up for digitalLite access, you get:

Q: Do page views on the same article count toward my story limit? What about stories I'm rereading?

A: A story that is broken into multiple pages will only count once, as will visiting a story you've already read within the 30-day period.

Q: Does each photo in a photo gallery count toward a story or page view?

A: No, each individual photo in a gallery will not count. Each gallery in its entirety with all of its photos is counted as one view or story.

Q: How do I know when I reach my story limit?

A: You will receive a pop-up message letting you know you have reached your allowance of stories.

Q: Will I still be able to access OrlandoSentinel.com stories through Facebook, Twitter, or search engines?

A: As long as a link or post on a social site or search engine is live, you will be able to click through to that story. We want to encourage our digital subscribers to share links with their friends and followers who may not be subscribers yet. However, we have found some bugs in a few of the social apps used to share links.

Q: Can I make and read comments without becoming a digital subscriber?

A: Engaging in commenting is an important part of the OrlandoSentinel.com community. You need to sign in (for free) in order to comment on a story. You don't need to sign in to read comments.

Q: Do death notices or obituaries count toward the page limit?

A: No. Death notices and obituaries featured in our Obituaries Channel do not count toward the monthly limit. Obituary articles written by our reporters found in other channels including, local news, national news and sports channels will count toward the monthly limit.

Q: What about my newsletters?

A: You may continue to register for and receive our email newsletters without signing up for digital access. The newsletter itself does not count toward your monthly story limit, but any stories you click on from your email to the site will be counted.

Q: How can I change the email address associated with my account?

A: While we are aware of the issue, subscribers currently do not have the ability to change the email address associated with their main account. However, you can link other log-ins to the account associated with your subscription. This is particularly useful for accessing newsletters and alerts. Subscribers can connect up to five log-ins to their digital subscription here. You will need to sign out after connecting each account with your subscription. We realize that this is not an optimum experience but we are aware of the issue and actively working to make improvements.

Q: How do I make changes to my account or get additional account assistance?

A: Visit our Subscriber Services Center to make changes to your account, learn about new offers or access your benefits.

Q: Why do you require cookies for registration?

A: We require cookies to enable social sign-on (for example using your Facebook or Google account to sign on to our sites), to keep you signed into our sites and to share information among our applications, which provides you with a more personalized experience.

Q: How do the changes to the subscription management system affect my billing?

A: If you signed up for digital access in 2012, you were previously billed by our vendor Press+. Press+ stopped charging your credit card account for OrlandoSentinel.com digital access as of December 30, 2012 to accommodate the transition. Through the reactivation with our new system, your account will be billed by Orlando Sentinel. Should you have any questions regarding billing, please contact our Customer Service Center at 1-800-359-5353.

Q: What is the cancellation and refund policy for my digital account?

A: You can cancel your digital access account at any time by calling 1-800-359-5353. When you cancel in the middle of a billing cycle, Orlando Sentinel will stop charging your account the following billing cycle. Afterward, you will still be able to view 5 pages a month on the website at no charge, just like any other visitor.

Q: How do I sign in?

A: You can sign in to your digital access account by clicking "Sign In" at the top left hand corner of OrlandoSentinel.com.

Q: I have a digital subscription, but can't seem to sign in. What should I do?

A: If you signed up for digital access in 2012, we moved to a new subscription system. To continue with your digital access, you will need to reactivate your account with the new system. Newspaper subscribers click here. Digital only customers click here.

Q: What should I do if I get a message telling me: 'I am already logged in?'

A: You can log into up to five devices at a time. If you exceed that limit, you will need to log out of a device before you can add another one.

Q: What should I do if I get a message saying: 'I am registered using a particular social media provider such as Facebook or Google?'

A: To sign in, you will need to click on the button for the social media provider you originally used to register with the site. If you prefer otherwise, please choose another email address to register or please call us to detach the link. Please understand that this process may take up to 24 hours.

Q: When I sign in using a social provider such as Facebook or Google, do I have to share additional information?

A: If you don't wish to provide access to your information, sign in using an email address that is not associated with your Facebook or Google accounts.

Q: What can I do if I asked for my password to be emailed to me, but did not receive it?

A: Please check your deleted items and junk email to make sure the email was not caught in your spam filter.

Q: If I'm visiting OrlandoSentinel.com through the browser on my mobile device, will I have to log in again?

A: If you are already registered on OrlandoSentinel.com through your desktop, simply log in with your same username and password - or social provider - to continue to browse via your mobile device. You will find our new mobile site at touch.OrlandoSentinel.com.

Q: My question is not answered here; how can I get more information?

A: We're sorry your question wasn't answered and look forward to hearing from you. Please send your question to email CustomerService@OrlandoSentinel.com, or call Customer Service at 1-800-359-5353.

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