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Question 1

What are the key differences between the Old and New Classic App

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Question 2

My voucher booklet has not arrived, what do I do?

Accepted Answer

Please note: due to the impact of COVID-19 on Royal Mail's service, voucher booklets may arrive later than usual but in most cases 2-3 days before they are due to commence. You only need to contact us if you haven't received your new vouchers within two days of their start date. The generated date of your voucher booklet is shown in the ‘My Account’ section of the website area under ‘Manage Account’. This date is roughly 5-10 days before you are due to receive your vouchers - this is not the date when you will receive your vouchers or when they are due to commence. Vouchers are dispatched to arrive approximately 3-5 days before their commencement date. You only need to contact us if you have not received your booklet within three days of this date.

Question 3

Why hasn't my newspaper been delivered?

Accepted Answer

Please note: if you have recently set up home delivery with us directly and are yet to receive a paper, please be aware that due to the impact of COVID-19, lead times are currently longer than usual and it may take up to 7 days to receive your first delivery. You may also find that papers are being delivered later than usual, so please wait until 9am before alerting us to a non-delivery. In the meantime, if you have access to our website you can login and read new editions from midnight each day. If your newspaper has not been delivered, or you have a complaint about your delivery service, please contact us so we can investigate the issue and apply any necessary credit to your account. You can either call us on 0800 018 5177 (selecting option 2, followed by option 4) or speak to us on live chat.

Question 4

How do I login/reset my password?

Accepted Answer

You can log in to access our digital editions or view ‘My Account’ by visiting thetimes.co.uk and clicking ‘Log in’ in the top right hand corner. You then need to enter the email address and password registered to your subscription. If you are unsure of your password or would like to reset it, click the ‘Forgotten Your Password’ link. You will then receive an email with further instructions on what your new password is and how to log into The Times website. If you do not have digital access but would like to read our digital editions, or are not sure what your registered email address is, contact us on Live Chat or email care@thetimes.co.uk and one of our advisers will be happy to help you.

Question 5

How do I book, cancel or amend a holiday stop?

Accepted Answer

Most print and delivery subscriptions include a five week holiday allowance (subject to the terms and conditions of purchase). You have the ability to book, amend or cancel your holiday stops up to 4pm the day before they're due to commence. Just visit the 'My Account' section of the website to submit your holiday stop. If the holiday period has already started and you use vouchers, you do not need to contact us and can continue to use your vouchers as normal. You do not need to return any unused vouchers to us when booking a holiday stop; please shred and discard any unused vouchers.

Question 6

How do I change my subscription pack?

Accepted Answer

If you wish to change what’s included in your subscription package there may be alternative options for changing frequency, digital access or home delivery elements. Get in touch with customer services if you'd like to discuss the options available to you.

Question 7

What are the rules when commenting on The Times website?

Accepted Answer

An update to The Times and The Sunday Times commenting policy: From December 13 The Times and The Sunday Times will require subscribers to use their real names when participating as part of the commenting community. If you currently comment under a pseudonym, you will need to change your screen name to your real name, under My Account. You must use your surname in full. Your first name should either be your full first name, or a commonly recognised variation or the initial of your first name.

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