Troubleshooting your online subscription (2024)

We understand that navigating websites can sometimes be a confusing and frustrating experience. This page provides some simple steps that you can do on your own to resolve some of the most common issues experienced with our online products. One of the biggest issues is that browsers save your login for your convenience, and sometimes that leads to mix ups.

Problem: I’m getting blocked from reading articles

Resolution: Check your login

The Gazette offers several different subscription types. Some come with access to different digital products.

  • Check your subscription is active
  • Web link: https://myaccount.thegazette.com

If you get an error message saying your password is invalid, you may need to reset your password.

  • Click the “Don’t remember your password?” link on the box that pops up (see image below). This will send you an email to reset your password.
  • Didn’t receive an email? Contact Customer Care to reset your password.
    • Email: customercare@thegazette.com
    • Phone: 319-398-8333 (view hours)

Troubleshooting your online subscription (1)

Problem: I can’t login to The Gazette

Resolution: How to login to thegazette.com

Your login was setup when you subscribed to The Gazette, or when you activated digital for your print subscription. Use the link in the upper right-hand part of your screen.

  • Don’t know your correct email? Contact Customer Care to check your account.

Troubleshooting your online subscription (2)Or, if you are blocked from reading an article, click the “Subscriber Login” button. Enter your username/password.

Once you log in, you will be returned to the story you were attempting to read and have access to all the articles on thegazette.com.

Troubleshooting your online subscription (3)

Problem: I can’t access Green Gazette

Resolution: Log out/Login on device

  • If you have a Print subscription or our Complete Digital, you have full access to all of our digital products. This includes thegazette.com and the Green Gazette, which is a digital edition of the print paper, thegazette.com and The Gazette Mobile App.
  • If you purchased a Value Digital subscription, you have access to thegazette.com and The Gazette Mobile App only.

You can access the Digital Edition of the printed paper by clicking here or on the “Green Gazette” link at the bottom of thegazette.com.

The same username and password will allow you to access the Green Gazette if it is part of your subscription.

Problem: I’m still having problems

Resolution: Refresh page, Logout again

If you have successfully logged in above to check your subscription type, but you still are not able to view articles, the issue could be with your browser saving old or outdated information. This is called a “cookie” or “cache”. The steps below will reset your system. These steps will also log you out of *every* site you are signed into, so you will have to sign back in to things like Facebook and Google again.

Option 1: Retry and refresh

  • The first method is simply to logout of thegazette.com and then re-login. You can repeat this multiple times
  • Next, click the ‘refresh’ icon in your browser
    • It usually looks like a circleTroubleshooting your online subscription (4) and appears at the top of your browser either on the left or right side of the search bar.

Option 2: Clear Browser Cache

Determine what browser you are using and follow the links below to clean your system. In each case, be sure for time range to select “All Time”, and for what to clear choose, “All cookies and other site data”

Only want to clear Gazette cookies? Try this.

Desktop systems
Clear Cookies in Google Chrome:https://support.google.com/accounts/answer/32050?co=GENIE.Platform%3DDesktop&hl=en

Clear Cookies in Microsoft Edge:https://support.microsoft.com/en-us/help/10607/microsoft-edge-view-delete-browser-history

Clear Cookies in Firefox:https://support.mozilla.org/en-US/kb/how-clear-firefox-cache

Clear Cookies in Safari:https://support.apple.com/guide/safari/clear-your-browsing-history-sfri47acf5d6/mac

Smartphones and Tablets
Apple iPad and iPhone (Safari):https://support.apple.com/en-us/HT201265

Apple iPad and iPhone (Chrome):https://support.google.com/accounts/answer/32050?co=GENIE.Platform%3DiOS&hl=en&oco=0

Android Google Chrome:https://support.google.com/accounts/answer/32050?co=GENIE.Platform%3DAndroid&hl=en&oco=0

Other Issues: My computer doesn’t remember me

Potential reasons:

  • If your computer or device will not remember you, you may have privacy settings that are getting in the way.
  • Cookies are required for the remember me function to work properly.
  • Ad Blockers and Private browsing can clear cookies after each browsing session, which will force you to log in every time you come back to the site.

While users can implement an adblocker on thegazette.com or the Green Gazette, our team does not recommend it. If you use this technology, please know that it may cause your subscription login to fail to authenticate, or the login prompt will fail to appear (if pop-ups are blocked). Most Ad Blockers provide a way to “whitelist” a site. Please make sure you add thegazette.com to this whitelist. The instructions for each ad blocker vary. Digital ads, similar to print ads, support local journalism.

Private Browsing:

  • Make sure you are not using private browsing or incognito mode to visit thegazette.com. These modes clear cookies when you close your browser so you will have to re-enter your username/password each time you visit our site.

Still having trouble? Our Customer Care team is here to help. Call 319-398-8333 or email customercare@thegazette.com

Troubleshooting your online subscription (2024)

FAQs

How to fix error your transaction cannot be completed? ›

To fix these errors, try the following steps:
  1. Make sure your card & address information is up to date. ...
  2. Submit any extra information that is requested. ...
  3. Check you have sufficient funds for the purchase. ...
  4. Contact your bank or card issuer. ...
  5. If you see "Your payment was declined due to an issue with your account"

Why can't I pay for a Microsoft 365 subscription? ›

You may need to verify who you are before the transaction will go through. To make sure your payments go through smoothly, keep your bank, credit card, and Microsoft account contact details up to date.

Why can't I use my Google Pay balance? ›

Common reasons for an unsuccessful payment made with your Google Pay balance are: You may have reached the transaction limits. You may have insufficient funds in your Google Pay balance. If the amount in your Google Pay balance is smaller than the transaction amount, the transaction will be unsuccessful.

Why can't I cancel my subscription on Google Play? ›

Cancel a subscription on the Google Play app

Important: When you uninstall the app, your subscription won't cancel. On your Android device, go to subscriptions in Google Play. Select the subscription you want to cancel. Tap Cancel subscription.

Why do I keep getting a payment error? ›

Errors like inaccurate card numbers, an incorrectly-entered expiration date, or a wrong billing address can cause issues during payment. Misconfigured Gateway: For payments to process, payment gateways must be implemented and configured correctly.

Why are my online transactions failing? ›

It includes entering wrong card numbers, expiry dates, or CVVs, which can lead to immediate rejection of transactions. Additionally, incorrect entry or delay in receiving OTPs may cause trouble. Transaction failure may also occur if the transaction amount exceeds the account balance.

Why isn't my Microsoft subscription working? ›

This message is often triggered by a problem with your Microsoft 365 subscription payment. For example, if your payment was declined due to an expired or cancelled credit card, your subscription may become expired or suspended.

Why won't Microsoft accept my payment method? ›

The Microsoft purchase might have failed for the following reasons: The credit card hasn't been activated. The credit card was declined due to insufficient funds. The credit card can't accept online purchases or automatic billing.

Do I have to pay to renew Microsoft 365 every year? ›

Your subscription might already be set up for recurring billing, but if you prefer to renew manually, first complete the steps below and then turn recurring billing off. Go to Microsoft365.com/renew. Choose the subscription you want to renew and select the option to pay annually or monthly, and then select Renew now.

Is Google Pay going to be discontinued? ›

Effective June 4, 2024, the GPay app will no longer be available on the Google Play Store or function on existing devices. This decision comes alongside the discontinuation of peer-to-peer (P2P) payments functionality within the region.

Why is Google getting rid of Google Pay? ›

The app's discontinuation is part of a company strategy to simplify its digital payment options, by moving customers onto a more comprehensive solution — with Google Wallet storing digital items alongside payment cards and already boasting three times the user numbers of Google Pay.

What is replacing Google Pay? ›

In an update to the mobile payment sector, Google has announced it will discontinue Google Pay in the US by June 2024, transitioning users to Google Wallet.

How do I fix my Google Play subscription? ›

Fix problems with paying for a subscription
  1. On your Android phone or tablet, open the Google Play Store .
  2. Check if you're signed in to the correct Google Account.
  3. Tap Menu. Subscriptions.
  4. Find the subscription you want to update.
  5. Choose from the following: ...
  6. Follow the instructions to update your payment method.

Why do I need a Google Play subscription? ›

Google Play Pass is a subscription service offering access to over 1000 apps and games, completely free of ads and in-app purchases.

How do I check my Google subscription? ›

Find your purchases, reservations & subscriptions
  1. Open your device's Settings app and tap Google. Manage your Google Account.
  2. At the top, tap Payments & subscriptions.
  3. Tap Manage purchases, Manage subscriptions, or Manage reservations.
  4. To see more details, select an item. Here, you can take actions, like:

How do I fix my PayPal transaction Cannot be completed? ›

“We can't complete this transaction right now.”

Select a different bank or card that supports instant transfer from PayPal. The information you entered when linking your bank account doesn't match what your bank has on file. Double-check your bank information.

Why am I getting a transaction error? ›

your card is not activated for online/international payments, your card does not allow recurring payments, your credit card limit has been exceeded, your billing details do not match your card billing address.

How do I fix a transaction failed? ›

Try the following:
  1. Check to find if your payment method is up to date. ...
  2. Make sure you have enough money in your account for the purchase.
  3. If you're still having issues, contact your bank to find if there's a problem with your account.
  4. Try making the purchase again with a different payment method.

How do I fix declined transactions? ›

Verify the mailing address, name on card, CVV, and expiration date. Next, double-check your balance to verify that you have enough funds available. If these do not resolve the issue, contact your bank.

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